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6.3.2 64-bit on Windows 7: Lags on shift/ctrl keypress

Vaclav Stepan
I had a very annoying problem today at work caused by C1, effectively blocking use of the computer. 🤬
So just if anyone runs in the same trouble...

Symptoms:
The system started to halt for a second or two on every press of ctrl or shift keys. C1 was not started – the lag was omnipresent. Found that it's werfault.exe starting on every keypress, logging some trouble. Found that every keypress leads to two log events (noted below).

Log events/verifying the cause
(Event viewer started as Start, wrote eventvwr.msc in search bar, press ctrl-shift-enter to run it in elevated privileges mode, find Errors and Application errors in the Summary of Administrative Events window.)

First event:
EventViewer shows 80 errors in last hour (e.g. since boot):
Název chybující aplikace: WISPTIS.EXE, verze: 6.1.7601.17514, Äasové razítko: 0x4ce7a4e0
Název chybujícího modulu: P1.WIC.NativeComWrapper.dll, verze: 0.0.0.0, Äasové razítko: 0x4eb2474a
Kód výjimky: 0xc0000005
Posun chyby: 0x0000000000001134
ID chybujícího procesu: 0x1540
Čas spuštění chybující aplikace: 0x01ccab9941eabab0
Cesta k chybující aplikaci: C:\Windows\SYSTEM32\WISPTIS.EXE
Cesta k chybujícímu modulu: [b]C:\Program Files\Phase One\Capture One 6\WIC\WIC64\P1.WIC.NativeComWrapper.dll[/b]
ID zprávy: 7faf3a60-178c-11e1-a6ab-001a4dfe80e0

Second event:
Aplikace: WISPTIS.EXE
Verze Framework: v4.0.30319
Popis: Proces byl ukonÄen z důvodu neoÅ¡etÅ™ené výjimky.
Informace o výjimce: kód výjimky c0000005, adresa výjimky 000007FEF7421134
Zásobník:

Solution
(1) Uninstall Capture One 6.3.2. Instantly, you are relieved and shift works...
(2) Reinstall Capture One 6.3.2. Hope the error will not come back.
(3) Write a complaint to PhaseOne if this is not exactly the behaviour you'd expect from software at this price point.

System config:
64-bit Windows 7 (Czech), C1 6.3.2 64-bit, nVidia GTS 250 GPU.
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Comments

5 comments

Date Votes
  • Paul Steunebrink
    Nazdar, (rozumim trochu Cesky)

    Thanks for sharing your lenghty report. Although I see a relationship between the error and Capture One 6 (and in particular the WIC component of CO6), I am not that convinced as you are that CO6 is the cause. I feel it more as an error between a few components on your system. In the end however, that is not what really matters. I have some suggestions for you in case it reoccurs.

    1. At any time, open a support case with Phase One. They might be familiar with the cause but are in any case willing to help.
    2. From Windows features, remove the Tablet PC Components (Control Panel, Programs, Turn Windows features on/off). You don't need this anyway and will (most probably) remove the WISPTIS.EXE from the services list.
    3. Reinstall .NET Framework 4.0, preferably from the administrative download. Remove it through Control Panel, Programs; next, download the full .NET Framework 4 package from Microsoft download site and install it. I prefer this method over Windows Update for troubleshooting.
    4. Evaluate your Windows error reporting status (relates to WERFAULT.EXE). You can find suggestions here or else if you search the internet:
    http://www.exe-error-fixes.com/enable-d ... rfaultexe/

    Note that if a problem is not common, an issue related to a user's particular setup should be considered. Hope this helps.
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  • Vaclav Stepan
    Hi Paul,

    thanks for the suggestions. Yes, I filed a support case, although the thing seems to be solved by the reinstall (I hope).

    If I read the event log correctly, WISPTIS.EXE is killed by system because of unhandled exception.
    The exception happens when the WISPTIS.EXE runs P1.WIC.NativeComWrapper.dll.
    Given that the .Net v4 framework was installed on the system with C1 (if I remember correctly),
    I do consider this a C1 problem.

    Given that there's a tablet attached and I use it, I surely do not want to disable it in general. I tried disabling text input via pen, but that keeps wisptis running.

    Although I love C1 image quality and capabilities, I do not enjoy its software problems. This is not the first thing and solving such mysterious issues is fun only to some extent.

    Vaclav
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  • Paul Steunebrink
    Hi Vaclav,

    For your information, the following additions:
    - The Tablet PC Components are a Windows add-on for tablet computers (often laptops with a touch screen). I believe a few thousands are sold worldwide the last 10 years. It does not refer to a tablet (like Wacom) input device.
    - Microsoft .NET Framework is a programming environment from Microsoft, and by default installed on Win7 up till 3.5 SP1. Since CO6.1 or 6.2 you need v4 (before that, 3.5 SP1 was sufficient). The installer for 4 that is part of the CO6.x installer (in case it is not installed already for another program) is a so-called web installer who downloads it during install from the MS website. I noticed several incomplete installations with users with this web installer which were corrected with the administrative install I mentioned before.
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  • Vaclav Stepan
    Hi Paul,

    yes, you are right, the Tablet PC services are separate, you just lose text input by pen entirely.
    Thank you for the note on .Net, I am aware of that, but I'd then either expect C1 to ask user to download the full/administrative package, or check that it works. C1 does neither.

    Vaclav
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  • Paul Steunebrink
    [quote="Vaclav1" wrote:
    Thank you for the note on .Net, I am aware of that, but I'd then either expect C1 to ask user to download the full/administrative package, or check that it works. C1 does neither.

    I am afraid your expectations are a bit too high about that regarding Capture One or any application for that matter. I think that you should point to Microsoft about these issues. The entire .NET installation is a kind of Microsoft plug-in in the installer and Microsoft encourages the web installer over the admin package. It is a much more user friendly experience.

    Anyway, I hope everything will continue to run smoothly on your system.
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