problem signature and dubug problems on customer's machine

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hi, my app is crashing on a customers machine on startup (it used to work and now its stopped) and the customer cannot explain what has changed or give me any useful info.

the windows 'app has stopped working' box pops up and the user sent me a screen dump so i have the 'problem signature' info
:

MSIL

Problem Event Name:    APPCRASH
 Application Name:     TabTrax.exe
 Application Version:  1.0.0.1
 Application Timestamp:        4e1ea6e3
 Fault Module Name:    MSVCR100.dll
 Fault Module Version: 10.0.30319.460
 Fault Module Timestamp:       4db13576
 Exception Code:       40000015
 Exception Offset:     0008cb95
 OS Version:   6.1.7601.2.1.0.768.3
 Locale ID:    1033
 Additional Information 1:     bb2d
 Additional Information 2:     bb2dc6d9a352018919f22c1ce40dfec3
 Additional Information 3:     464c
 Additional Information 4:     464c80633c8ebcc40e656cc4da52f5af

so my question is, how does this help? i looks like there is a problem in the mfc dll but what? how can i trace that back to something useful in the debugger (vs2010)?

will there be other info on his machine somewhere like a stack dump (core dump)?

thanks, steve

PS, its probably not a crach in my code because i catch that and display source file/line number in a popup. i looks like it really did crash inside mfc.

Posted 25-Jul-11 14:05pm

steveh2112

Updated 25-Jul-11 14:18pm

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Sergey Alexandrovich Kryukov · Answer 1 · 2011-07-25T14:16:00

I never heard of anyone who would do anything useful with this information. If you really want to improve feedback and customer service in such cases, you could do the following:

1) Catch all exceptions at the top of the stack of each thread. For UI thread, you should catch all exceptions in main message cycle of the application, so you could continue execution after processing exception. Logging of exceptions in the system log can help very well.

2) If the exception handler in UI thread, show a window which suggest the user automatically forward exception information to your support Web site. This should be done only on user consent. You should collect full exception dump, format is as a string and post to your site using HTTP request. To get the user's consent, you should show the user all the data you want to post. Alternatively, you could send all the data in encrypted form (and even use HTTPS instead of HTTP); in this case you should show the data to the user before you encrypt it. Also, you should include custom message from the user, including (optional) contact information and issue the user a service ticket which the user could paste from clipboard.

3) In you customer service Web site, process the request and save the data for the purposes of investigation and support.

—SA