Adrian, is V11 running and only crashes when you attempt to open this or any other project?

If the program won't run. have you tried re-installing V11 from downloads under your profile (top right this page)? Is there an error message when it crashes that you can take a screen shot of?

I assume you want to create an iwzip of an existing project in V11?

It is a fresh install on a new PC Esahc.

I don't know what you meant by "I assume you want to create an iwzip of an existing project in V11?"
I need to edit one of the sites I made with v11 and I cannot do it with v13.

v13 opens normally although it takes a very long time to launch. v11 just won't open at all. I'm talking about the main window, not any project because I can't even get that far.

Hello Adrian,

Do you receive an error when you start Version 11?

If yes can you please send me a screenshot of it?

Many thanks!

So I tried disconnecting my internet connection and indeed the program opened but as soon as clicked on the Preview button the program crashed. I put that down to the fact that there was no internet connection so I opened the program again and then reconnected. Next, I attempted to open one of the pages in edit mode and as can be seen in the attached screenshot, POW! it crashed again.

Even though my install file is the same as the one in my download area and it worked fine on my Win 7 based machine, I am now redownloading the installer as you suggested to see if that makes any difference. I will get back to you with the results.

@ Claudio,
I have attached a screenshot of what happens when I try opening X5 v11 while connected to the internet.

Esahc, I reinstalled as suggested but now the program won't open at all, even with the internet connection disabled. Screen capture attached.

Adrian, based on the CEF Initialisation error message above, you could try a clean boot to rule out "some other software" interferring with WX5.

https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows

(instructions are included on how to return to normal boot after fault finding)

If it works we just have to work out which software is the issue.

Hello Adrian,

Try the advice Esahc suggested and in case try to reinstall the Visual C++ libraries by downloading them from following links:

2010 - https://www.microsoft.com/en-us/download/details.aspx?id=5555
2012 - https://www.microsoft.com/en-us/download/details.aspx?id=30679
2013 - https://www.microsoft.com/en-us/download/details.aspx?id=40784

Use the x86 versions always since the program uses these ones.

Many thanks!

Following the clean boot I was still unable to start X5 v11 however I had no trouble starting v13. I'm getting the same error I last posted.

I also followed Claudio's advice and repaired all 2 C++ libraries but that made no change.

Incidentally, I was trying to work out why v13 wrecks the sites I built in v11 because as far as I can see it is just the header and footer images that have disappeared. All other images in the site itself are still displayed so I'm wondering whether the header and footer images are not being referenced correctly with respect to their absolute paths on the server?

Adrian, if I had this issue after this many attempts to repair windows I'm afraid I would resort to a full re-install of Windows. You may get away with a restore using settings, update and security, recovery, reset this pc - but be warned, all installed software will be lost and I would ensure I had a full copy of all user files. The good new is that having windows 10 on your PC means you are always entitled to have windows 10 on that hardware (so can even download an iso if necessary)

V11 -> V13

Assuming you started with an iwzip created by V11, there should be little difficulty in repairing headers and footers, especially if you initially leave the project as desktop only (you can convert to responsive at any time). To start with, all text has become images, so the first thing I do is place a text box over the existing text image and recreate it, then I delete the text image. As for header and footer images and background images, it is be a simple matter to replace them. If these images are actually part of a template you wish to maintain you will find those images in your published website (simply use ftp to download your site and retrieve them), you could do the same for any other images that may have gone astray.

You may find this link useful

https://helpcenter.websitex5.com/it/post/154023

If you wish to proceed with V13 and leave V11 problems for a while, it would be better to open a new post so we can focus on upgrade rather than rescue. If you wish to persist with attempting repair and don't wish to reinstall/restore Win10 you could run CMD.exe as administrator and run SFC /scannow (try repair damaged windows files) and/or provide a copy of your windows system log (clear it, then run WX5 V11) which "might" identify an issue.

Good luck

All my sites were backed-up in iwzip format by X5 v11 as and when I had finished editing them (see attached screenshot).  I know v11 almost inside out so can work with it. I am sure v13 is almost the same but it appears to me that some of the functionality has had its names changed which is causing me confusion. These are the main reasons I prefer to continue using v11, at least where my existing sites are concerned. I must get around to rebuilding another site that had a lot of Flash in it and for that one I would prefer to try v13.

Esahc, this is a new laptop purchased at the end of June. Since then I have already had to reinstall Windows once. That was 2 weeks ago and I'm still reinstalling my programs on an as needed basis. You can imagine I'm far from keen to start over again, especially considering it is basically a fresh install.

I can try scanning the disks as you suggested but I'm not sure how to provide you with a Windows system log. Perhaps you can elucidate on that please?

Ok Esahc, I performed the disk scan as you suggested but it found no errors (see attached screenshot). I think this was only to be expected as we are talking about a very recent fresh reinstall of Windows.

I also followed your instructions with the logs and have saved the new ones showing the X5 errors to my desktop. As we are already in the HelpCentre, should I just post them to this thread or open a new one for the attention of Incomedia staff only?

Hello Adrian,

Try also to repair the .NET Frameworks by following these steps:

Go to Control Panel > Programs and Features > Turn Windows features on or off
Clear the check box for Microsoft .NET Framework 3.5.1 and then click on OK. Clear also the check box for Microsoft .NET Framework 4.6 and then click on OK.
After Windows disables the feature you will need to go back to re-enable Microsoft .NET Framework 3.5.1 and 4.6 and then click ok.

Many thanks!

Claudio, I'm sorry but I don't understand what it is you want me to do. You said to first disable them and then re-enable them. How will that repair them (if they are corrupted)?

Adrian, most people simply copy the content from the event log and paste it here. Highlight the error, under the general tab block the content, press CTRL+C and then in helpcentre, CTRL+V

eg

The IO operation at logical block address 0xdf87120 for Disk 0 (PDO name: \Device\Ide\IdeDeviceP1T0L0-1) was retried. (I think my SSD is failing)

Seeing as this thread has now become somewhat of a saga, I would not create a new thread at this time. I would also not post private in case someone sees the problem before Incomedia have a chance to look.

As for Claudio's request, I believe disabling and then re-enabling .NET actually forces a sort of repair to factory default.

Because I cleared the Event Viewer log prior to opening X5, the only entries pertain to the X5 crash so I'm pasting all of them here.

First is the Application log:

Log Name:      Application
Source:        Windows Error Reporting
Date:          22-Sep-17 09:13:18
Event ID:      1001
Task Category: None
Level:         Information
Keywords:      Classic
User:          N/A
Computer:      DESKTOP-UD5UVIM
Description:
Fault bucket 107701640378, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: WebSiteX5.exe
P2: 11.0.8.31
P3: 55eda267
P4: libcef.dll
P5: 1.1364.1123.0
P6: 5135c6a7
P7: c0000005
P8: 00817b90
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE7E6.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WEREBA0.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WEREB9F.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WEREBC0.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_WebSiteX5.exe_3942abde517419227ab1556823c385d9e5f11ecd_b05b1f1c_2b4c1446

Analysis symbol:
Rechecking for solution: 0
Report Id: c83350de-7741-4849-9afb-42ac0f48440e
Report Status: 268435456
Hashed bucket: 08138b14fd7eb313cc74f2b808328f02
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Windows Error Reporting" />
    <EventID Qualifiers="0">1001</EventID>
    <Level>4</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2017-09-22T07:13:18.310611000Z" />
    <EventRecordID>293439</EventRecordID>
    <Channel>Application</Channel>
    <Computer>DESKTOP-UD5UVIM</Computer>
    <Security />
  </System>
  <EventData>
    <Data>107701640378</Data>
    <Data>1</Data>
    <Data>APPCRASH</Data>
    <Data>Not available</Data>
    <Data>0</Data>
    <Data>WebSiteX5.exe</Data>
    <Data>11.0.8.31</Data>
    <Data>55eda267</Data>
    <Data>libcef.dll</Data>
    <Data>1.1364.1123.0</Data>
    <Data>5135c6a7</Data>
    <Data>c0000005</Data>
    <Data>00817b90</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE7E6.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WEREBA0.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WEREB9F.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WEREBC0.tmp.txt</Data>
    <Data>C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_WebSiteX5.exe_3942abde517419227ab1556823c385d9e5f11ecd_b05b1f1c_2b4c1446</Data>
    <Data>
    </Data>
    <Data>0</Data>
    <Data>c83350de-7741-4849-9afb-42ac0f48440e</Data>
    <Data>268435456</Data>
    <Data>08138b14fd7eb313cc74f2b808328f02</Data>
  </EventData>
</Event>

Log Name:      Application
Source:        Application Error
Date:          22-Sep-17 09:13:06
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      DESKTOP-UD5UVIM
Description:
Faulting application name: WebSiteX5.exe, version: 11.0.8.31, time stamp: 0x55eda267
Faulting module name: libcef.dll, version: 1.1364.1123.0, time stamp: 0x5135c6a7
Exception code: 0xc0000005
Fault offset: 0x00817b90
Faulting process id: 0x303c
Faulting application start time: 0x01d33371f84f4a95
Faulting application path: C:\Program Files (x86)\WebSite X5 v11 - Professional\WebSiteX5.exe
Faulting module path: C:\Program Files (x86)\WebSite X5 v11 - Professional\libcef.dll
Report Id: c83350de-7741-4849-9afb-42ac0f48440e
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2017-09-22T07:13:06.783859300Z" />
    <EventRecordID>293438</EventRecordID>
    <Channel>Application</Channel>
    <Computer>DESKTOP-UD5UVIM</Computer>
    <Security />
  </System>
  <EventData>
    <Data>WebSiteX5.exe</Data>
    <Data>11.0.8.31</Data>
    <Data>55eda267</Data>
    <Data>libcef.dll</Data>
    <Data>1.1364.1123.0</Data>
    <Data>5135c6a7</Data>
    <Data>c0000005</Data>
    <Data>00817b90</Data>
    <Data>303c</Data>
    <Data>01d33371f84f4a95</Data>
    <Data>C:\Program Files (x86)\WebSite X5 v11 - Professional\WebSiteX5.exe</Data>
    <Data>C:\Program Files (x86)\WebSite X5 v11 - Professional\libcef.dll</Data>
    <Data>c83350de-7741-4849-9afb-42ac0f48440e</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>

Log Name:      Application
Source:        .NET Runtime
Date:          22-Sep-17 09:13:05
Event ID:      1026
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      DESKTOP-UD5UVIM
Description:
Application: WebSiteX5.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 7DAD7B90
Stack:

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name=".NET Runtime" />
    <EventID Qualifiers="0">1026</EventID>
    <Level>2</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2017-09-22T07:13:05.447990800Z" />
    <EventRecordID>293437</EventRecordID>
    <Channel>Application</Channel>
    <Computer>DESKTOP-UD5UVIM</Computer>
    <Security />
  </System>
  <EventData>
    <Data>Application: WebSiteX5.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 7DAD7B90
Stack:
</Data>
  </EventData>
</Event>

Now the System log:

Log Name:      System
Source:        Microsoft-Windows-Eventlog
Date:          22-Sep-17 09:10:29
Event ID:      104
Task Category: Log clear
Level:         Information
Keywords:      
User:          DESKTOP-UD5UVIM\qt-pro
Computer:      DESKTOP-UD5UVIM
Description:
The System log file was cleared.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Microsoft-Windows-Eventlog" Guid="{fc65ddd8-d6ef-4962-83d5-6e5cfe9ce148}" />
    <EventID>104</EventID>
    <Version>0</Version>
    <Level>4</Level>
    <Task>104</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8000000000000000</Keywords>
    <TimeCreated SystemTime="2017-09-22T07:10:29.797779900Z" />
    <EventRecordID>13371</EventRecordID>
    <Correlation />
    <Execution ProcessID="1692" ThreadID="2756" />
    <Channel>System</Channel>
    <Computer>DESKTOP-UD5UVIM</Computer>
    <Security UserID="S-1-5-21-3409844090-765653296-2396684775-1001" />
  </System>
  <UserData>
    <LogFileCleared xmlns="http://manifests.microsoft.com/win/2004/08/windows/eventlog">
      <SubjectUserName>qt-pro</SubjectUserName>
      <SubjectDomainName>DESKTOP-UD5UVIM</SubjectDomainName>
      <Channel>System</Channel>
      <BackupPath>\\DESKTOP-UD5UVIM\Users\ae\Desktop\system_log.evtx</BackupPath>
    </LogFileCleared>
  </UserData>
</Event>

I also went to do as Claudio suggested for the .NET frameworks but noticed something that seemed odd. Apart from the fact I have v4.7 instead of v4.6, you can see in the attached screenshot that not everything appears to be activated so I'm wondering if that may be the cause of these crashes? If so, what in the list of options needs to be activated please?

Adrian - please be assured before I make the next statement, I have no idea, I am just guessing!!

Your screen shot shows you have .net 4.7 and I have no idea whether this incorporated 4.6.1

Claudio recommended disabling .net 4.6 (which is what I have on my Windows 10 PC) and then re-activating it, how about trying to install 4.6.1? (surely if it is not required Microsoft won't install it?)

https://www.microsoft.com/en-au/download/details.aspx?id=49981

PS my Win10 does not include 4.7, only 4.6 (I have disabled updates for some time), but otherwise it looks the same as your screenshot

Esahc, I checked out your suggestion however, the last paragraph of the section Adiitional Information at https://www.microsoft.com/en-au/download/details.aspx?id=55167 tends to suggest that v4.6.1 is included in the v4.7 update.

Hello Adrian,

Recently .Net 4.6.1 has been replaced in Windows with 4.7 and in this case disable the first checkbox ".NET Framework 4.7 Advanced Services" and then disable 3.5 once done reactivate first 3.5 and then 4.7 and t hen click ok.

Once done reboot windows and check for the Windows Updates and then test it again and in case copy the content of the log.

Many thanks!

Ok Claudio, I have done everything you asked, in the precise order you gave. Windows updated both 3.5 and 4.7 and then I rebooted prior to clearing the Event Viewer logs. Finally, I started X5 again but the problem remains the same. It just crashes when opening the main window (see attached screenshot).

Here's the log for Application:

Log Name:      Application
Source:        Application Error
Date:          26-Sep-17 14:37:04
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      DESKTOP-UD5UVIM
Description:
Faulting application name: WebSiteX5.exe, version: 11.0.8.31, time stamp: 0x55eda267
Faulting module name: libcef.dll, version: 1.1364.1123.0, time stamp: 0x5135c6a7
Exception code: 0x4000001f
Fault offset: 0x0023acad
Faulting process id: 0x1318
Faulting application start time: 0x01d336c4163204f3
Faulting application path: C:\Program Files (x86)\WebSite X5 v11 - Professional\WebSiteX5.exe
Faulting module path: C:\Program Files (x86)\WebSite X5 v11 - Professional\libcef.dll
Report Id: 6ace7862-08a9-4575-a486-6650164414c5
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2017-09-26T12:37:04.188937900Z" />
    <EventRecordID>318040</EventRecordID>
    <Channel>Application</Channel>
    <Computer>DESKTOP-UD5UVIM</Computer>
    <Security />
  </System>
  <EventData>
    <Data>WebSiteX5.exe</Data>
    <Data>11.0.8.31</Data>
    <Data>55eda267</Data>
    <Data>libcef.dll</Data>
    <Data>1.1364.1123.0</Data>
    <Data>5135c6a7</Data>
    <Data>4000001f</Data>
    <Data>0023acad</Data>
    <Data>1318</Data>
    <Data>01d336c4163204f3</Data>
    <Data>C:\Program Files (x86)\WebSite X5 v11 - Professional\WebSiteX5.exe</Data>
    <Data>C:\Program Files (x86)\WebSite X5 v11 - Professional\libcef.dll</Data>
    <Data>6ace7862-08a9-4575-a486-6650164414c5</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>

There was no log for System after the X5 crash.

Hello Adrian,

Thank you for the log data. It is still the libcef.dll which cannot start because it cannot find the components in windows.

In this case proceed in this way:

1 Uninstall WebSite X5 and also the visual C++ libraries in Windows

2 Download the installer of WebSite X5 and then install it

The installer will see the visual C++ libraries are not installed and will try to install them automatically.

Once done try to start the program again.

Please keep me updated.

Claudio, as you can see in the attached screenshot, there are a lot of C++ apps installed. Which ones do I need to uninstall please?

Further to my last post, is it not possible to just download libcef.dll and copy it to whatever directory it is supposed to be in?

I just checked the program directory and libcef.dll is installed so why can't the program find it?

Hello Adrian,

Yes the file is there but it cannot find the dependencies required which are taken from the Visual C++ libraries installed in Windows.

Uninstall Visual C++ 2010, 2012 and 2013 (the x86 and x6 versions) and then reinstall the program.

Many thanks!

Hi Claudio,
I have had guests staying with me since the 28th so I have not had time to do as you asked yet. They will leave on the 11th, after which I will deal with this as per your instructions. Please excuse the delay and I'm definitely NOT ignoring you.

Hello Adrian,

As soon as you can follow the instructions let me know the results.

Many thanks!

Hi Claudio,
I finally found some time to do as you asked but it made no difference. The program itself reinstalled the missing C++ versions but after activation gave the error you see attached.

Hello Adrian,

Please check if in the installation folder of the program you find the file icudt.dll

If the file is available then something else in windows is missing which makes this file work and this is related to the microsoft visual c++ libraries on the computer.

Many thanks!

Yes, it is there Claudio.
What I do not understand is how v13 opens normally but v11 will not...

Adrian, way back on the 20th September you provided a pic of V11 open when you disconnected from the internet. Have you tried this again recently?

The more I follow this thread, the more I convince myself that there must be a piece of software, anti-virus or firewall blocking V11. I note that you also own V10 & V12. If they are not installed could you download them and see if they run?

Hello Adrian,

Please try the suggestion Esahc wrote you and in case please test also windows in safe mode if so Version 11 works.

Please keep me updated.