What is the workflow when ArcMap or ArcGIS Pro crashes?

The workflow is provided as a set of best practices for troubleshooting ArcGIS Pro crashes, but it can be extended to other desktop applications like ArcGIS Desktop or ArcGIS Drone2Map.

Understand the background and dump file

Before beginning, make sure to understand the full context. This workflow might offer a straightforward solution, but that is not always the case. Sometimes the outcome is complex, so it is necessary to analyze more aspects of the scenario. For example, how to address a case where ArcGIS Pro crashes, as the solution may vary depending on whether the crash occurs during initialization or when opening a specific project.

Here is a list of aspects to check:

• Validate whether there have been any recent modifications in hardware, Windows update, graphic card drivers, firewall, or antivirus have been performed. In some cases, these configurations might alter the compatibility with the program and cause a crash.
• Does the machine meets the system requirements to run ArcGIS Pro? It is important to start validating this, because if it does not, it may be causing the issue. This can be done with the analyzer or manually,
• Confirm if there are dump files:
  • The dump files are log files that report what occurred when ArcGIS Pro crashed, so they are useful for finding the cause of the crash.
  • By default, dump files are found in C:\Users\<username>\AppData\Local\ESRI\ErrorReports. Alternatively, access the folder in %localappdata%\ESRI\ErrorReports.
  • Ensure the creation date of the dump file matches when ArcGIS Pro crashed. In some cases, the folder might contain other dump files associated with older crashes or different programs

Analyze the Dump File

Note:
The dump file name's structure also provides information such as the product name, version, the time and date of its creation:
 

1. Install the Windows Debugger Preview (WinDBG) from the Microsoft Store for free.
2. Open the WinDBG, on the File tab > Open Dump File > browse to the dump file and click Open:

3. When the file is loaded, text is automatically populated. Just click !analyze -v:

4. When completed, the MODULE_NAME is highlighted in blue and IMAGE_NAME, which corresponds to the library (.dll file), causing or related to the crash. Click MODULE_NAME to display the image_path (location in File Explorer).

The images and their paths can fall into four categories with different ways to understand the crash and the best possible solutions:

• Software corruption
• Graphics card conflict
• A conflict with the machine's components
• Third-party software, add-Ins, and others

Solutions for a crash

Software Corruption

The most common images associated are those with paths in the installation location, which by default is C:\Program Files\ArcGIS\Pro\bin. Here are just a few examples:

• ArcMap.exe
• ArcGIS Pro.exe
• AfCore.dll
• AfCore_libFNP.dll
• GdbCore.dll
• Geometry.dll
• TiTusUI.dll

To fix the issue, try the following workflows:

1. Repair ArcGIS Pro from the Control Panel
2. Perform a clean uninstall and reinstall of ArcGIS Pro. A best practice is to use a new installation file from My Esri.

Graphics Card Conflict

The most common images associated are:

• ig9icd32.dll
• atiglpxx.dll
• nvd3dumx_cfg.dll

Reach out to IT to ensure the graphics card drivers are up-to-date, working properly, and fully compatible with ArcGIS Pro. As a temporary solution (and only if there is more than one graphics card), follow the steps described in How To: Set ArcGIS Pro to run with a different graphics card to run ArcGIS Pro using the functioning card while the other one is repaired.

Note:
Bear in mind that troubleshooting graphic cards is outside of Esri's Scope of support.

A conflict with the machine's components

Some images related to these conflicts are:

• ACEEXCL.dll: This is related to the Microsoft Access Database Engine Redistributable that could not be installed on the machine.
• WindowsBase.dll: Related to the .NET Framework
• VCRUNTIME140.dll: Associated with the Microsoft Visual C++

To determine the component causing ArcGIS Pro to crash and the best possible solution, further investigation is required according to the specific module involved. However, sometimes with just reinstalling, updating (ensuring compatibility), or disabling/enabling these components, the issue can be solved. Reach out to IT for better guidance since troubleshooting machine components is outside of Esri's Scope of support.

Third-party software, add-ins, and others

In these scenarios, the dump file may include the name of the tool and/or add-In instead of the software. Further investigation is required according to the specific module result; reach out either to IT or the third party for better guidance.