Content Studio crashes shortly after launching

Potential Symptoms

  • Content Studio crashes shortly after launching.
  • Content Studio crashes when previewing a video file.
  • "Content Studio by Daktronics has stopped working" error
    • cs error.jpg
  • Event Log under Applications yields an Event ID 1026 "The process was terminated due to an unhandled exception.".
  • Event Log under Applications yields an Event ID 1000 with the fault module path being C:\Windows\System32\CompPkgSup.dll with an exception code of 0xc0000005.
  • Event Log under Applications yields an Event ID 1000 with the fault module path being C:\Windows\System32\KERNELBASE.dll with an exception code of 0xe0434352.
  • Content studio error log may show error: "MediaObjectMetaGenerator.LoadImage() encountered exception: System.NotSupportedException: No imaging component suitable to complete this operation was found. ---> System.Runtime.InteropServices.COMException: The component cannot be found. (Exception from HRESULT: 0x88982F50)"

Environment

  • Product Family: Message Displays
  • Product:
  • Component: Windows 10
  • Control System: Content Studio

Cause

  • On March 17th, 2017 Microsoft released a new update for Windows 10 (KB4013429) which deployed a new version of the file CompPkgSup.DLL which has a bug that can cause applications that utilize it to crash.

Resolution

  • Microsoft released a hotfix on March 20th, 2017 to resolve this issue.
    • Run Windows Updates and ensure that KB4015438 gets downloaded and installed.
    • May need to restart Daktronics Services after applying windows updates.

For Temporary Operation

  • Delete KB4013429.
    • Note: This step should ideally be performed by Customer's IT group.

KB ID: DD3598810


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