Live Mesh wont start - crashing after opened

Tue, 02 Jun 2009 01:25:21 Z

Hello Mesh support,

I've emailed this to lmprev@micosoft.com a couple of times without any response. I'm hoping someone can help me quicker on the forums.

I have had Mesh installed on my system before, recently however i needed to replace my motherboard and ever since i cannot log into Mesh. I have tried reinstalling Mesh and running "regsvr32 ole32.dll" but still no dice. Strange thing is that i replaced with a newer MB/CPU and RAM so you'd have to rule out an unsupported CPU, right?

I keep trying to start Mesh but then it suddenly pops up with the Windows error: Mesh operating environment has encounered a problem and needs to close. I just go ahead and click Don't send.

I've attached my logs in my emails to lmprev@micosoft.com.

I hope someone can help resolve this for me soon. Mesh has been a very good tool for me up until now.

Looking forward to hearing some ideas on what i should do.

Kind regards,

Mr Lucas.

Live Mesh wont start - crashing after opened

Tue, 02 Jun 2009 13:30:29 Z

Instead of emailing the alias, you should be filing a bug report on Connect -

How to Submit Bugs and Live Mesh Logs

The CPU is not an issue. If your OS is supported, Live Mesh is supported on that PC. Why are you clicking "Don't Send" on the crash report? That data is very helpful to Microsoft when uploaded.

Have you tried completely removing Live Mesh bits per the information in the Known Issues FAQ post? (pasted below)
-steve

Issue: Live Mesh is not installed or is installed partially and the customer sees a dialogue stating that Live Mesh cannot install because it is already installed. Customer is not able to uninstall Live Mesh.

Cause: This experience is typically caused by an interruption in the normal installation process leaving the Registry in a state where certain entries are not removed or added properly.

Possible Workarounds: The Live Mesh installer, LiveMesh.exe, can be used with switches from a command line to install, uninstall, or repair Live Mesh. Note: sometimes you may need to repair the Live Mesh installation before uninstalling it.

     Using LiveMesh.exe switches
          1. Download the LiveMesh.exe installer
          2. Navigate to http://www.mesh.com/ and log in using your Live ID
          3. Click on the Devices tab
          4. Select Add Device
          5. Select your platform choice then click Install
          6. Pick the option to Save (remember this location)
     If you are installing on Vista, you will need to run these switches from an Elevated Command Prompt.
         1. Click on Start
          2. Select All Programs
          3. Select Accessories
          4. Click on Command Prompt (Please note: if you are installing on a Windows Vista computer, you will need to right-click and select Run
              as administrator)
          5. Once you are in your Command Window navigate to the location that you saved the LiveMesh.exe installer and type one of the following:
                  LiveMesh.exe /repair (assumes the product was already installed or needs to be repaired)
                  LiveMesh.exe /uninstall (removes the product)
                  LiveMesh.exe (no switch, installs the product)

If installing/uninstalling from a Command Prompt does not work, you may need to manually remove the Live Mesh Registry entries.

      Manually editing the Registry
           1. Click Start
           2. Click Run
           3. Type Regedit and hit Enter (if you are on Vista you will need to agree to a UAC prompt)
           4. In the Registry Editor remove the following Registry entries:
                 HKEY_CURRENT_USER\Software\Microsoft\Installer\Products\9D1E4BCD781B45B479E1418784C5A935
                 HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\<YOURSID>\Products
                 \9D1E4BCD781B45B479E1418784C5A935   (NOTE: <YOURSID> value will be unique to you.)

Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator

Live Mesh wont start - crashing after opened

Wed, 03 Jun 2009 05:19:14 Z

Stephen,

Not sure if you meant to be condisending so i won't take offence to it. Here are my replies to each of your points:

I had already sublitted a bug via Connect without any response. See ID 448856. I emailed that alias after reading the vast amont of forum posts telling users to email a copy of their logs there. The forum was my last option before uninstalling it and forgetting about Mesh for good.

Re: the CPU. I've had the dialog pop up before saying that my CPU is not supported on one of the systems i tried to install Mesh on yet my OS was supported. Therefore Mesh DOES NOT support every CPU. Once the CPU was upgraded, Mesh worked fine.

Thanks for the suggestion you provided. It seemed to fix the initial problem. After repairing and then uninstalling with the switches you mentioned it seemed to go smoothly.
After uninstalling, i rebooted and tried reinstalling. When i input my user and PW it took a while to connect then eventually came back with a "MOE time out".
I searched the forums and read about clearing the browser history in IE. So i tried that. Still getting an MOE error but this time it says:

"Unable to sign in to Live Mesh.
Please make sure your username and password are correct.
Request to MOE failed with return code "0x807c0002"

Then..

"Application generated an exception that could not be handled.
Process ID+0x944 (2372), Thread ID+0xf14 (3860).
Click OK to terminate
Click Cancel to debug"

Should i send my logs to LMPrev@microsoft.com as this thread suggests:
http://social.microsoft.com/Forums/en-US/LiveMesh/thread/75bf949d-2636-422a-8f3a-6405dffc5cf8/
or should i submit it via the black hole that is Connect?

Live Mesh wont start - crashing after opened

Wed, 03 Jun 2009 14:47:50 Z

No, it wasn't meant to be condescending at all, so if it sounded that way, I apologize.

Sending your logs to the alias and filing via Connect gets them to the same people. The logs should be attached to the bug report, so that the bug can be tracked. I'm sorry that you didn't get a response to your initial bug submission. Sometimes a bug report identifes a bug for which there is no fix and it ends up in the queue to be resolved in a future code update. Unfortunately, when that happens, you often don't get a response to your bug report on Connect. In fact, I'd probably say "usually don't." That's a limitation in the process that I wish, as a fellow user/tester, worked better.

For your current situation, I would suggest filing a brand new bug report on Connect and attaching the logs to it. Go ahead and place a link here in this thread to your new bug report and I'll update the thread to mark your post with that link as the asnwer. Since this is a beta, an asnwered thread often means that the answer was to submit a bug report. We use the unanswered attribute to track threads that have not yet been responded to. If an answer can be provided in the thread, that's great on many levels, but the key thing is to get bugs identified and corrected. In the meantime, I'm re-marking the other reply as the answer.

I'm curious about the CPU you were using when you encountered the message about an unsupported CPU. To the best of my knowledge, any modern Intel or AMD CPU is supported. I have not even considered trying to install on anything older than a Pentium class CPU, so perhaps the first generation Pentium class CPUs are not supported. What CPU were you using when you encountered that message?

-steve

Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator

Live Mesh wont start - crashing after opened

Fri, 05 Jun 2009 01:01:03 Z

I've submitted the logs via connect again. ID 464336. Link to the Connect post is: https://connect.microsoft.com/LiveMesh/feedback/ViewFeedback.aspx?FeedbackID=464336

The CPU was a AMD Sempron. Not sure on the specifics but sure it was a Socket A, before the 64 bit CPUs. The PC was quite old, 5 years + so it wasn't a surprise to me that the CPU needed to be put to sleep. But that was on another system. Not this one that I'm having this issue with.

Thanks for your response. It's good to finally get some reply to the issue. Hopefully my logs will help.

Looking forward to fixing this soon.

Regards,
Mr Lucas.

Live Mesh wont start - crashing after opened

Fri, 05 Jun 2009 13:56:50 Z

Interesting that the Sempron was not supported since it is roughly equiv. to a Celeron processor of old.

Thanks for submitting the bug report and I'll keep my fingers crossed that you get a response to it that helps.
-steve

Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator

Live Mesh wont start - crashing after opened

Fri, 03 Jul 2009 03:34:22 Z

My last couple of emails (23/6 and 30/6) haven't been responded to and i'm just curious if there has been any progress to my issue or if it's a lost cause?

Please let me know.

Reagrds,
Mr Lucas.

Live Mesh wont start - crashing after opened

Fri, 03 Jul 2009 12:11:08 Z

I suspect that the lack of a response either means that there is no update to provide or that they are backed up in reviewing the email alias inbox.

Have you tried reinstalling again now that a new build has been released?
-steve

Microsoft MVP Windows Live / Windows Live OneCare, Live Mesh, & MS Security Essentials Forums Moderator

Live Mesh wont start - crashing after opened

Mon, 06 Jul 2009 05:51:42 Z

Ok, i'll try be patient.

Actually, it seems to be working now that i let Mesh run the updates on the system but i know it worked for a second last time the tech support guys sent me some instructions to follow. So i'll just wait a few days and see if it still works alright. I didn't uninstall though, so if it fails i will uninstall and reinstall.

Cheers,
Mr Lucas.