Spike 3012- Win8.1- Opengl32.dll error- Program Immediately Crashes upon opening

After installing Spike 3012, 32bit or 64bit, as soon as I open the software on Windows 8.1 x64, the program crashes.

Below is the error in Event Viewer >> Application Logs. Any suggestions would be much appreciated.

Faulting application name: Spike.exe, version: 3.0.11.0, time stamp: 0x55bbc813
Faulting module name: OPENGL32.dll, version: 6.3.9600.17415, time stamp: 0x54505402
Exception code: 0xc0000005
Fault offset: 0x0000000000008207
Faulting process id: 0x1b68
Faulting application start time: 0x01d0dac09304b00b
Faulting application path: C:\Program Files\Signal Hound\Spike\Spike.exe
Faulting module path: C:\WINDOWS\SYSTEM32\OPENGL32.dll
Report Id: d17eecfe-46b3-11e5-8257-64006a522373
Faulting package full name:
Faulting package-relative application ID:

Hi RonTer,

This error makes me think the PC you are using does not have sufficient graphics capabilities. The Spike software requires OpenGL 2.0 support from your GPU, which sometimes is not available on tablets or netbooks, or maybe even a PC that is >5 years old.

Email me at aj@signalhound.com or reply here. Let me know your PC model, be as specific as you can. If you want, in the device manager, find your CPU and graphics card. Let me know what you see. Sometimes updating a graphics driver can resolve the issue.

Regards,
A.J.

Hi A.J.,

The computer is a Dell Optiplex 9020 Mini Tower desktop with an i7-4790, 8GB RAM, and AMD Radeon R5 240 dedicated graphics card. We are using Dell’s driver pack for Windows 8.1×64 from Dell’s website for the model.

Please let me know if you need additional information.

Thanks,
Ron

Hi Ron,

Both your integrated GPU and dedicated GPU are more than capable of running our software. Because the error is happening in the OpenGL DLL, it still looks like a graphics issue. At this point I’m not entirely certain the best course of action. There are a couple ideas I have.

You could try to install the latest drivers for your dedicated card direct from AMD, I found the one for your card and OS here http://support.amd.com/en-us/download/desktop?os=Windows%208.1%20-%2064
Feel free to go through the process of finding the driver on the AMD site to ensure I linked the right one.

Do you have any backed up updates through the Windows update utility? It might be worth fully updating just in case.

It would be interesting to see what would happen if you disable/pullout the dedicated card and just use the integrated graphics. If the integrated card works then we have narrowed the problem down to incompatibility with the dedicated GPU.

This is the first time I have seen a capable PC fail in this way.

Additionally, can you send a screen shot of the software as it crashes? Does the UI even appear before crashing? A tell-tale sign of graphics incompatibility is when the center of the application is blank or filled with junk, otherwise, in a normal application, you would see the rendered graticule (grid).

Regards,
A.J.

Hi AJ,

I updated the AMD drivers to the latest version but unfortunately that did not work. I did get a screenshot of the issue though and what you see occurs immediately after the GUI displays.

I will test removing/disabling the GPU tomorrow, I just wanted to give you this updated information in case it helps with what to try next.

Thanks,
Ron

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AJ,

We removed the dedicated graphics card from the computer, connected the monitor to the onboard video, and the issue still occurred unfortunately.

Please advise on how to proceed.

Thanks,
Ron

Hello Ron,

I apologize for the inconvenience.

Will you try installing one more video driver for the onboard video?

Here is the Dell driver page for your PC. http://www.dell.com/support/home/us/en/04/product-support/product/optiplex-9020-desktop/drivers

Under the video tab, the second driver is for the Intel HD 4600 Graphics driver. Try installing this driver and then running the software with your monitor connected to the onboard video again.

Let me know if this changes anything.

Regards,
A.J.

AJ,

Looks like updating the onboard video drivers resolved the issue.

Thank you for your help!

Best,
Ron

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