Pix4D Desktop shuts down when the Quality Report is displayed

Error

Pix4D Desktop is crashing when the quality report is displayed in the User Interface.

 

Description

The quality report is displayed automatically after each step of processing unless the related option is unselected.

The software is crashing after each processing step is completed when the quality report is displayed automatically in the user interface. 

 

Cause

The cause of this issue is a library called LavasoftTcpService64.dll. 

 

Solution

To solve the issue, remove the LavasoftTcpService64.dll library. To do so, search for the application Webcompanion from Lavasoft in the Control Panel and uninstall it.

If this software does not exist in the installed software, follow the steps below:

1. In the Windows Search, type cmd to find the Command Prompt.
2. Right-click on the Command Prompt and select Run as administrator.
3. Enter the following command to reset the network adapter:netsh winsock reset.
4. Restart the machine.
5. Delete these two files:
C:\WINDOWS\system32\LavasoftTcpService64.dll
C:\WINDOWS\SysWOW64\LavasoftTcpService.dll
6. Try to open the quality report in Pix4D Desktop again. 

 

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15 comments

  • Giljae AHN

    same error as description but it happen on brand new laptop. There are no lavasoft folder in my system32 folder.

     

  • Marco (Pix4D)

    Hi Giljae,

    Is your computer a 32-bit version?

    Have you been able to process first step?

    Best

  • Giljae AHN

    Sorry for the late reply.

     

    It's 64bit windows 10(pro) with brand new surface book 2 15in model.

    pix4d 3.1.23 version

     

    It happens right after the 1st step. with trying to show up a quality report.

    and the application stopped responding(crash) 

    I tried more than 5 times with same pix4d demo project

    and only one case able to finish the first step. (also crashed, I checked this by explorer, not by the application)

     

    Thank you.

     

    Edited by Giljae AHN
  • Marco (Pix4D)

    Hi Giljae,

    At the moment I cannot tell you what is going on.

    I can recommend you to reduce by one or two levels the use of the resources. That could impede the software to crash.



    How many image are you trying to process and what is the resolution?


    Hope this will help,
    Best

    Edited by Marco (Pix4D)
  • Roberto Velasco

    Hi, I have the same issue as Giljae, the quality report makes shut down the program, I already tried lower resources level of my computer, and there's no change, my computer specs are:

    Intel core i9 9900x

    Ram 128g

    SSD 1 tb

    GPU Nvidia quadro p4000

    I'm processing a 7000 image dataset, the processes were made properly, but I had to do it one by one because at the en of every process, a quality report is generated, but it always shutted down, so, I have the processed project, but not the report, Maybe it could not represent any problem if the following steps did not depend on the generation of it, but it  actually does. 

    That means that if I have a 7000 image dataset, I will need to be there all the time just waiting for the program shuts down to run the next steps.

    Do you have any solution for this?

  • Marco (Pix4D)

    Hi Roberto,

    Which Pix4Dmapper version are using?
    There is a known bug during Quality Report generation for versions prior to 4.5.2.
    Pix4D-Desktop-preview-and-technical-release-notes

    If you have an older version, I recommend you to upgrade. This should impede the software to crash.
    https://cloud.pix4d.com/download/

    Hope this will help.
    Best

  • Roberto Velasco

    I'm using 4.4.12 but it only happens with the 7000 image dataset, with other datasets with less images is ok

  • Marco (Pix4D)

    Hi Roberto,

    At this stage I cannot tell you what is going on.
    Could you please upload your quality report and *.log file here so we can investigate?
    OneDrive
    Thanks

    Best

  • Roberto Velasco

    I have uploaded the log file, I don't have the quality report

     

    Thanks

  • Marco (Pix4D)

    Hi Roberto,

    Have you tried to upgrade to the version 4.5.2 to see if it does manage to complete the processing?
    Because I have looked at your *.log file and the only thing I can propose to you at the moment is the workaround described in this post where you have already replied.
    Error-e0047-Error-in-orthomosaic-resolution-value

    Which resolution value are you setting up for the step 3?

    Best

  • Thomas Pingel

    I had this issue (version 4.4.12) with a brand new laptop and Pix4D install, and was able to resolve it by making sure Pix4D was using my nvidia graphics card by default, not in the Pix4D processing settings, but in the NVidia control panel.  I made sure to set the "Manage 3D Settings" to use the nvidia processor in both the Global Settings and in the Program Settings for pix4dmapper.exe specifically.

  • Clarence Ndunguru

    Same problem here, using version 4.5.2 (preview).

     

    This has nothing to do with memory, processor nor overheating, because when it crashes CPU temperature is at normal, RAM used less than 60% and CPU is at about 20%.

    There is a bug in the software Pix4D team need to find and fix. we never had this issue in older versions, the bug has been introduced somewhere around version 4.x.x.

    I tried disabling integrated GPU and used settings as proposed by Thomas above, it still crashes see log extract below.

    [2019.12.07 22:33:43][ 57%RAM][ 12%CPU][Info]: Project: loading done.

     

    It is happening regardless of the number of photos i process, which confirms that it is not hardware issue.

     

    Clarence

     

     

  • Holden (Pix4D)

    Hi Clarence. Can you confirm you have followed the instructions in the article?

  • Clarence Ndunguru

    Hi

    Step 5 could not be performed because I don't have these files in my system.. I stopped at step 4.

    C:\WINDOWS\system32\LavasoftTcpService64.dll
    C:\WINDOWS\SysWOW64\LavasoftTcpService.dll

    Clarence

  • Holden (Pix4D)

    I would suggest you open a support ticket in that case. Please include a windows error log as described below.


    Proceed with the following instructions to obtain the windows error log

    1. Start search bar and type Event Viewer
    2. Then Windows Logs -> Application / System 
    3. In the right panel click Filter Current Log and select Error as Event Level
    4. Then click "Save Selected Events..." To save the file.
    Send the file and the Pix4D log as attachments and I can take a look with the developers.
    Edited by Holden (Pix4D)
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