Constant crash when trying to edit image attributes

OL Connect Professional
1

This has been happening for awhile and now it’s gotten worse to where I cannot even change aspects of an image without the application crashing. I started noticing an error file being dumped in my working folder and this is what might be useful to anyone here trying to help me figure this out. Here is what happens: I can drag an image from the “Images” folder onto a section and save it - awesome that works fine. It’s when I try to go to the “source” screen to change what page is being used from the PDF the program crashes everytime.

# A fatal error has been detected by the Java Runtime Environment:
#
#  EXCEPTION_ACCESS_VIOLATION (0xc0000005) at pc=0x00007ff8fcd65515, pid=9084, tid=0x00000000000023e0
#
# JRE version: Java(TM) SE Runtime Environment (8.0_171-b11) (build 1.8.0_171-b11)
# Java VM: Java HotSpot(TM) 64-Bit Server VM (25.171-b11 mixed mode windows-amd64 compressed oops)
# Problematic frame:
# C  [xul.dll+0x1275515]
#
# Failed to write core dump. Minidumps are not enabled by default on client versions of Windows
#
# If you would like to submit a bug report, please visit:
#   http://bugreport.java.com/bugreport/crash.jsp
# The crash happened outside the Java Virtual Machine in native code.
# See problematic frame for where to report the bug.
#
2

What version of Connect are you using?
What happens if you try the same PDF into a new Template?
Is it only happening for a specific Template?

3
  1. I’m using 2018.2.1.54383
  2. The same thing happens.
  3. It has happened in every template I’ve ever used. Recently I just started clicking + dragging the image into the template, then if I need to update the image I change the actual path in the attributes pane. Once I do that it’s like Connect “unlocks” the ability to view the Image settings when you right click on the image.
4

To help you properly we would need to see the Template and reproduce the issue. I suggest you open a technical support ticket through our website.
A technician will be able to remote at your site and troubleshoot this further with you.

5

Since the source of the error is xul.dll, I would think that DLL is either corrupt or infected. You might want to re-install Connect (better yet, upgrade!) so that you get a fresh version.
Also, after googling this error a bit, you might want to double-check your graphics drivers are up to date.