O&o Defrag 21 crashes at installation

Professional / Workstation / Server Edition
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MicDudee
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Registriert: Fr 27. Okt 2017, 00:02

O&o Defrag 21 crashes at installation

Beitrag von MicDudee » Fr 27. Okt 2017, 00:11

Hello ! I do not speak German but I have a problem installing O&O Defrag 21. When he gets to "Starting Services", he crashes Windows 10. On another PC the Free version crashes in the same way. Why this crash? Thank you.

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Martin (O&O)
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Re: O&o Defrag 21 crashes at installation

Beitrag von Martin (O&O) » Fr 27. Okt 2017, 11:41

Hello,

sorry, there is no known problem so far. Can you describe a bit more detailed what is happening?
Normally O&O Defrag cannot cause a bluescreen because it does not install any drivers. Maybe there is a problem with another driver on your system.

Are there any related dump files in your folder "c:\windows\minidump"? If yes, please compress them with Winzip or something similar and send them to us.

Also send us your system information so that we can further analyze your problem. Press WIN+R on your keyboard and type "msinfo32.exe" (without quotes). The system information will open automatically. Click on File -> Save and store the report file on a known place and attach it to your email.

Martin (O&O)

MicDudee
Beiträge: 5
Registriert: Fr 27. Okt 2017, 00:02

Re: O&o Defrag 21 crashes at installation

Beitrag von MicDudee » Fr 27. Okt 2017, 13:19

Hello, the "freeze" of Windows occurs during the installation. There is no blue background screen. It displays "Coping files ..." then "Starting services" and after a few seconds the mouse remains frozen. It must restart the PC because even CTRL + ALT + Supp does not work. I made a video. And here is the NFO file.

http://save.free.free.fr/windows_10.nfo
https://youtu.be/HdpUqa_i5Eg

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Martin (O&O)
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Re: O&o Defrag 21 crashes at installation

Beitrag von Martin (O&O) » Fr 27. Okt 2017, 15:34

Hello,

are there any related dump (.DMP) files in your folder "c:\windows\minidump"?

Martin (O&O)

MicDudee
Beiträge: 5
Registriert: Fr 27. Okt 2017, 00:02

Re: O&o Defrag 21 crashes at installation

Beitrag von MicDudee » Di 31. Okt 2017, 13:01

Hello, the minidump folder does not exist. However, I can not uninstall O & O Defrag because it does not appear in the list for uninstall.

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Martin (O&O)
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Re: O&o Defrag 21 crashes at installation

Beitrag von Martin (O&O) » Di 7. Nov 2017, 10:20

Hello,

thank you for your email. I have forwarded your request to our testing department. The colleagues will check whether they can reproduce the problem.

Please use the Microsoft tool to uninstall not listed Software:

https://support.microsoft.com/en-us/hel ... or-removed

Martin (O&O)

MicDudee
Beiträge: 5
Registriert: Fr 27. Okt 2017, 00:02

Re: O&o Defrag 21 crashes at installation

Beitrag von MicDudee » Sa 10. Feb 2018, 18:29

Hello ! I still have the same problem. I deleted the registry keys manually and for the folder in Programs, 2 DLLs remain as it contains to work.

oodsh.dll
oodshrs.dll

Can not install version 21 or version 20.

Microsoft tool no find O&O Defrag

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Martin (O&O)
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Re: O&o Defrag 21 crashes at installation

Beitrag von Martin (O&O) » Mo 12. Feb 2018, 16:11

Hello,

de-registering the DLL's should help:

1. First open an administrative command line (cmd.exe)
2. Change directory to O&O Defrag installation folder ( by default: C:\Program Files\OO Software\Defrag )
3. Run the following command:

regsvr32 /u oodsh.dll
and confirm
regsvr32 /u oodshrs.dll
and confirm

Martin (O&O)

MicDudee
Beiträge: 5
Registriert: Fr 27. Okt 2017, 00:02

Re: O&o Defrag 21 crashes at installation

Beitrag von MicDudee » Sa 17. Feb 2018, 19:54

Good evening thanks. I did but now, if I reinstall it, it will still blocked when starting the service.

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Martin (O&O)
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Re: O&o Defrag 21 crashes at installation

Beitrag von Martin (O&O) » Mo 19. Feb 2018, 12:06

Please upload or send us your system information for further analysis.
Press and hold the Windows key, and then press the R key. Type "msinfo32.exe" (without quotes) in the prompt and confirm with enter.
The system information will open. After the report is collected, please click on File / Save as... and save the .NFO file.

We need additionally a dump of the Crash itself. You can create a dump if any application has crashed or hangs: If the problems happens, open your Windows Task Manager and click on the Details tab. Right-click on the crashing process and select "Create Dump File".

The file will be stored in the temp Folder by Default:
C:\Users\%USERNAME%\AppData\Local\Temp\
Send us or upload these files compressed with Winzip or another tool for further analysis please.

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