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6.18 FAQ-20 What should I do if my Origin crashes or freezes?

Last Update: 3/7/2017


If your Origin crashes, freezes, dialogs will not open, or is in some way not responding, here are some general troubleshooting solutions you should try. These solutions are supposed to be used in the order in which they are presented. If you try one of these solutions and it does not help, go to the next.

If you have experienced a crash or freeze -- something that prevented you from saving your work -- you may first want to try and salvage your data. To do that, refer to this FAQ.

Step 1: Send Crash Report

The first step assumes a hard crash (i.e. Origin closes). If you do not experience a hard crash, go to Step 3.

If you have Origin version 9.1 or higher, you could send crash report directly after you experience crash. OriginLab will investigate on the details and follow up with you if you left an email address. To send crash report to tech support, click the Send Report button when you encounter this dialog:

Send Crash Report.png

Note that if you are experiencing an unstable Internet connection and cannot directly send the crash report, you can click the What does this report contain link and export the crash report details as a zipped file and send the zipped file and any additional information to us later when you have a better Internet connection.

If you did not see the Error Report dialog, go to Step 2.

Step 2: Send Mindidump File

After a hard crash, if you did not see the Error Report dialog, you can create a Mindidump file and send to us with steps below.

  1. Download ProcessExplorer (an advanced Task Manager tool from Microsoft) from
    http://technet.microsoft.com/en-us/sysinternals/bb896653.aspx
  2. Start Origin, make sure the "Windows cannot access..." error message box is not closed.
  3. Unzip the tool downloaded in step 1, run procexp.exe
  4. In the open dialog, right click on the Origin EXE file and select context menu Create Dump > Create Minidump.
  5. It will save a *.dmp file, zip it and send to us

If you have not experienced a hard crash, but still cannot run Origin normally, go to Step 3.

Step 3: Change the Default Printer

There are some reports of HP printer driver conflicts, often manifesting as the following:

If you experience this, change your printer driver to another local default printer and restart Origin.

If this does not work, go to Step 4.

Step 4: Install the Latest Patch

Make sure you have installed the most up-to-date patch (service release) available for your Origin version. You may use Help: Check for Updates to check for a patch, or go to our website to download the patch as an EXE or ZIP file.

If this does not apply or if applying the patch does not resolve the problem, go to Step 5.

Step 5: Delete Temporary Files

  1. Choose Window: Script Window from Origin menu
  2. Enter script blow in the Script Window and press Enter to delete OCTemp folder so OriginC will use all new source files
    del -occlean

If deleting temporary files does not help, go to Step 6.

Step 6: Change User Files Folder

  1. Run script below in the Script Window to clear the User Folder path value in registry and then you can reset User Files folder the next time Origin starts.
    del –path
  2. Close Origin.
  3. Restart Origin. Specify an empty new folder in your local drive as User Files Folder.

If changing UFF does not fix the problem, go to Step 7.

Step 7: Check Whether the Crash is File-Specific

Sometimes the crash is file-specific, for example if the project file is corrupted, it may lead to a crash or freeze.

In order to check whether the crash is caused by specific file(s), you can try to reproduce the crash behavior with a new Origin project file of a relatively small size.

If the crash is file-specific, you can Send the Corrupted File(s) to Support and ask for assistance.

If the crash is not file-specific, continue to Step 8.

Step 8: Run Complete System Check

Origin may behave incorrectly if the computer is infected with a virus. First make sure your anti-virus software is up-to-date and fully functioning, and then run a complete system check to see if this resolves the issue.

If the problem still exists after a complete system check, continue to Step 9.

Step 9: Repair the Origin Installation

Go to your list of installed program files (browse the Start menu or Apps list, depending on Windows OS), and double-click the shortcut OriginPro X.X Add or Remove Files. This launches the Origin Setup files (the shortcut name is version dependent). Select Repair/Upgrade as your goal and follow the setup wizard to repair your installation.

If repairing installation does not help, go to Step 10.

Step 10: Contact Tech Support

If none of the solutions above solve the problem, please contact tech support for help.


Keywords:crash, not responding, installation, crash report, stop working, freeze, repair, printer driver, corrupted, stall

 

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