Latest Windows Update crashes LiveResponse

keola · **Latest Windows Update crashes LiveResponse -** 13-02-2008, 03:02 AM

Aloha

The latest windows update kills the LiveResponse Desktop Application, I had been running 3.1.1.36 as it was stable and worked well. I've now tried everything up to 3.1.1.44 with the same result... Here is the error log. Sorry it's a silly XML file that gets pumped out. In any case, the updates came out today,

they are

KB946026
KB943055

If you are a windows user do not install those updates.

So my question. has anyone run into this problem and resolved it somehow?

Yes I have tried to uninstall the updates (did not work)
Yes I have tried to uninstall then reinstall the client sans update (did not work)
Yes I tried the above with other versions

Any other suggestions would be helpful

Thank you for your time.

Code:

<?xml version="1.0" encoding="UTF-16"?>
<DATABASE>
<EXE NAME="LiveResponse.exe" FILTER="GRABMI_FILTER_PRIVACY">
    <MATCHING_FILE NAME="libaspell.dll" SIZE="1515520" CHECKSUM="0xD009A7C9" MODULE_TYPE="WIN32" PE_CHECKSUM="0x0" LINKER_VERSION="0x0" LINK_DATE="02/01/2008 22:59:03" UPTO_LINK_DATE="02/01/2008 22:59:03" />
    <MATCHING_FILE NAME="libeay32.dll" SIZE="1028096" CHECKSUM="0x3EA0D30D" BIN_FILE_VERSION="0.9.8.4" BIN_PRODUCT_VERSION="0.9.8.4" PRODUCT_VERSION="0.9.8d" FILE_DESCRIPTION="OpenSSL Shared Library" COMPANY_NAME="The OpenSSL Project, OpenSSL: The Open Source toolkit for SSL/TLS" PRODUCT_NAME="The OpenSSL Toolkit" FILE_VERSION="0.9.8d" ORIGINAL_FILENAME="libeay32.dll" INTERNAL_NAME="libeay32" LEGAL_COPYRIGHT="Copyright © 1998-2005 The OpenSSL Project. Copyright © 1995-1998 Eric A. Young, Tim J. Hudson. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x108DEA" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="0.9.8.4" UPTO_BIN_PRODUCT_VERSION="0.9.8.4" LINK_DATE="11/28/2006 21:49:03" UPTO_LINK_DATE="11/28/2006 21:49:03" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="LiveResponse.exe" SIZE="1916928" CHECKSUM="0xD9E20CA8" BIN_FILE_VERSION="3.1.1.44" BIN_PRODUCT_VERSION="3.1.1.44" PRODUCT_VERSION="3, 1, 1, 44" FILE_DESCRIPTION="LiveResponse" COMPANY_NAME="Kayako Infotech Ltd." PRODUCT_NAME="LiveResponse" FILE_VERSION="3, 1, 1, 44" ORIGINAL_FILENAME="LiveResponse.exe" INTERNAL_NAME="LiveResponse.exe" LEGAL_COPYRIGHT="(c) 2008 Kayako Infotech Ltd. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x1" MODULE_TYPE="WIN32" PE_CHECKSUM="0x0" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="3.1.1.44" UPTO_BIN_PRODUCT_VERSION="3.1.1.44" LINK_DATE="02/01/2008 23:14:54" UPTO_LINK_DATE="02/01/2008 23:14:54" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="msvcp71.dll" SIZE="499712" CHECKSUM="0x961BEC37" BIN_FILE_VERSION="7.10.3077.0" BIN_PRODUCT_VERSION="7.10.3077.0" PRODUCT_VERSION="7.10.3077.0" FILE_DESCRIPTION="Microsoft® C++ Runtime Library" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Visual Studio .NET" FILE_VERSION="7.10.3077.0" ORIGINAL_FILENAME="MSVCP71.DLL" INTERNAL_NAME="MSVCP71.DLL" LEGAL_COPYRIGHT="© Microsoft Corporation.  All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x8657E" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="7.10.3077.0" UPTO_BIN_PRODUCT_VERSION="7.10.3077.0" LINK_DATE="03/19/2003 04:14:51" UPTO_LINK_DATE="03/19/2003 04:14:51" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="msvcr71.dll" SIZE="348160" CHECKSUM="0x448A147E" BIN_FILE_VERSION="7.10.3052.4" BIN_PRODUCT_VERSION="7.10.3052.4" PRODUCT_VERSION="7.10.3052.4" FILE_DESCRIPTION="Microsoft® C Runtime Library" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Visual Studio .NET" FILE_VERSION="7.10.3052.4" ORIGINAL_FILENAME="MSVCR71.DLL" INTERNAL_NAME="MSVCR71.DLL" LEGAL_COPYRIGHT="© Microsoft Corporation.  All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x5F1E9" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="7.10.3052.4" UPTO_BIN_PRODUCT_VERSION="7.10.3052.4" LINK_DATE="02/21/2003 12:42:20" UPTO_LINK_DATE="02/21/2003 12:42:20" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="ssleay32.dll" SIZE="196608" CHECKSUM="0x813F4384" BIN_FILE_VERSION="0.9.8.4" BIN_PRODUCT_VERSION="0.9.8.4" PRODUCT_VERSION="0.9.8d" FILE_DESCRIPTION="OpenSSL Shared Library" COMPANY_NAME="The OpenSSL Project, OpenSSL: The Open Source toolkit for SSL/TLS" PRODUCT_NAME="The OpenSSL Toolkit" FILE_VERSION="0.9.8d" ORIGINAL_FILENAME="ssleay32.dll" INTERNAL_NAME="ssleay32" LEGAL_COPYRIGHT="Copyright © 1998-2005 The OpenSSL Project. Copyright © 1995-1998 Eric A. Young, Tim J. Hudson. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x30378" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="0.9.8.4" UPTO_BIN_PRODUCT_VERSION="0.9.8.4" LINK_DATE="11/28/2006 21:49:27" UPTO_LINK_DATE="11/28/2006 21:49:27" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="ToolkitPro1040vc80U.dll" SIZE="5439488" CHECKSUM="0xA4C4F67F" BIN_FILE_VERSION="10.4.0.0" BIN_PRODUCT_VERSION="10.4.0.0" PRODUCT_VERSION="10, 4, 0, 0" FILE_DESCRIPTION="Xtreme Toolkit Pro™ Library" COMPANY_NAME="Codejock Software" PRODUCT_NAME="Xtreme Toolkit Pro™  Dynamic Link Library" FILE_VERSION="10, 4, 0, 0" ORIGINAL_FILENAME="ToolkitPro1040.dll" INTERNAL_NAME="ToolkitPro1040" LEGAL_COPYRIGHT="(c)1998-2006 Codejock Software, All Rights Reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x53D121" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="10.4.0.0" UPTO_BIN_PRODUCT_VERSION="10.4.0.0" LINK_DATE="01/19/2007 00:39:12" UPTO_LINK_DATE="01/19/2007 00:39:12" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="uninstall.exe" SIZE="80176" CHECKSUM="0xF31C25A2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x0" LINKER_VERSION="0x0" LINK_DATE="04/27/2007 19:59:31" UPTO_LINK_DATE="04/27/2007 19:59:31" />
    <MATCHING_FILE NAME="VSS2.dll" SIZE="888832" CHECKSUM="0x4D59082A" BIN_FILE_VERSION="1.4.12.18" BIN_PRODUCT_VERSION="1.4.12.18" PRODUCT_VERSION="1, 4, 12, 18" FILE_DESCRIPTION="ViewShare Server Component v2" COMPANY_NAME="Viewshare - Coming soon..." PRODUCT_NAME="ViewShare Server Component" FILE_VERSION="1, 4, 12, 18" ORIGINAL_FILENAME="VSS2.dll" INTERNAL_NAME="VSS" LEGAL_COPYRIGHT="(C) 2004 Josh Ellis / Viewshare - Coming soon..." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x0" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="1.4.12.18" UPTO_BIN_PRODUCT_VERSION="1.4.12.18" LINK_DATE="01/28/2008 22:54:05" UPTO_LINK_DATE="01/28/2008 22:54:05" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="VSSH.dll" SIZE="57344" CHECKSUM="0xCD293AEB" BIN_FILE_VERSION="1.4.8.3" BIN_PRODUCT_VERSION="1.4.8.3" PRODUCT_VERSION="1, 4, 8, 3" FILE_DESCRIPTION="ViewShare Server Component Helper" COMPANY_NAME="MindMod.com" PRODUCT_NAME="ViewShare Server Component Helper" FILE_VERSION="1, 4, 8, 3" ORIGINAL_FILENAME="VSSH.dll" INTERNAL_NAME="VSSH" LEGAL_COPYRIGHT="(C) 2004 Josh Ellis / MindMod - [Home]" VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x10C40" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="1.4.8.3" UPTO_BIN_PRODUCT_VERSION="1.4.8.3" LINK_DATE="01/22/2008 20:27:29" UPTO_LINK_DATE="01/22/2008 20:27:29" VER_LANGUAGE="English (United States) [0x409]" />
</EXE>
<EXE NAME="msvcrt.dll" FILTER="GRABMI_FILTER_THISFILEONLY">
    <MATCHING_FILE NAME="msvcrt.dll" SIZE="343040" CHECKSUM="0x1BFAF375" BIN_FILE_VERSION="7.0.2600.2180" BIN_PRODUCT_VERSION="6.1.8638.2180" PRODUCT_VERSION="7.0.2600.2180" FILE_DESCRIPTION="Windows NT CRT DLL" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="7.0.2600.2180 (xpsp_sp2_rtm.040803-2158)" ORIGINAL_FILENAME="msvcrt.dll" INTERNAL_NAME="msvcrt.dll" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x1" MODULE_TYPE="WIN32" PE_CHECKSUM="0x57CD3" LINKER_VERSION="0x50001" UPTO_BIN_FILE_VERSION="7.0.2600.2180" UPTO_BIN_PRODUCT_VERSION="6.1.8638.2180" LINK_DATE="08/04/2004 07:59:14" UPTO_LINK_DATE="08/04/2004 07:59:14" VER_LANGUAGE="English (United States) [0x409]" />
</EXE>
<EXE NAME="kernel32.dll" FILTER="GRABMI_FILTER_THISFILEONLY">
    <MATCHING_FILE NAME="kernel32.dll" SIZE="984576" CHECKSUM="0xF0B331F6" BIN_FILE_VERSION="5.1.2600.3119" BIN_PRODUCT_VERSION="5.1.2600.3119" PRODUCT_VERSION="5.1.2600.3119" FILE_DESCRIPTION="Windows NT BASE API Client DLL" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="5.1.2600.3119 (xpsp_sp2_gdr.070416-1301)" ORIGINAL_FILENAME="kernel32" INTERNAL_NAME="kernel32" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0xF9293" LINKER_VERSION="0x50001" UPTO_BIN_FILE_VERSION="5.1.2600.3119" UPTO_BIN_PRODUCT_VERSION="5.1.2600.3119" LINK_DATE="04/16/2007 15:52:53" UPTO_LINK_DATE="04/16/2007 15:52:53" VER_LANGUAGE="English (United States) [0x409]" />
</EXE>
</DATABASE>

Mellco · 13-02-2008, 04:37 AM

Wish I had of read this before I installed the update. My LiveResponse is now dead.

Please provide the fix ASAP!

Thank you.

craigbrass · 13-02-2008, 08:31 AM

What OS are you running? Have you tried deleting the program files folder and registry entry after uninstalling then restarting and trying installing the latest stable?

Vircon · 13-02-2008, 09:49 AM

We also have noticed this problem at a Windows XP system.

Please fix this a.s.a.p.

**Jamie Edwards** · 13-02-2008, 09:58 AM

Hi there,

We will be tracing this problem today and will try to resolve it later this evening. Please watch this thread.

angel_2_0 · 13-02-2008, 09:58 AM

I am also having this issue.

appver 3.1.1.36
OS Windows XP Professional (5.1, Build 2600) Service Pack 2

also just installed updates

KB946026
KB943055

Have done full uninstall and reg clean followed by reinstall no change.

If any extra info is needed please let me know.

robertdinu · **Live Response issue -** 13-02-2008, 10:25 AM

Hi,

After the today Windows updates, the Live Response doesn't work anymore. When I run it, I have the classical Windows message "LiveResponse has encountered a problem.....We are sorry...."

Is there anyone else having this issue?

**Jamie Edwards** · 10:32 AM

Hi Robert,

Yes we are; I have merged your post to this thread here.

Quote:

Originally Posted by Jamie Edwards

Hi there,

We will be tracing this problem today and will try to resolve it later this evening. Please watch this thread.

robertdinu · 13-02-2008, 10:31 AM

Sorry about posting there.

Looking for a solution.

]SK[ · 13-02-2008, 12:16 PM

No point in me posting really but I just wanted to point out I have the same issue. I am guessing everyone else here is running IE 7 too?

travishayler · 13-02-2008, 12:38 PM

Glad i just sat for about an hour thinking i was retarded ! NOT - Hope you guys figure out the issue soon !

AnneS · 13-02-2008, 01:08 PM

I too hit this this morning, but am up and running again now.

Started by uninstalling LiveResponse using the Windows add/remove facility, didn't delete anything manually, then reinstalled - still errored.
Used System Restore to roll back to pre-windows upgrade, LiveResponse still failed to load but with a different error (something relating to a language pack?).

Ran the installer again, over the existing installation, and it now runs fine - hope this helps someone...

**Jamie Edwards** · 13-02-2008, 01:25 PM

Thank you for sharing that Anne. We hope to provide an update later this (GMT) evening.

mspurr · 13-02-2008, 01:58 PM

Quote:

Originally Posted by AnneS

I too hit this this morning, but am up and running again now.

Started by uninstalling LiveResponse using the Windows add/remove facility, didn't delete anything manually, then reinstalled - still errored.
Used System Restore to roll back to pre-windows upgrade, LiveResponse still failed to load but with a different error (something relating to a language pack?).

Ran the installer again, over the existing installation, and it now runs fine - hope this helps someone...

AnneS solution worked for me.

cwudarski · 13-02-2008, 02:14 PM

We found that the IE 7 patch KB944533 is what broke it for us. Uninstalling this update fixed our problem with the Windows app not opening.

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Mellco Offline New Member Posts: 3 Join Date: Oct 2005 Location: Newhall, CA	13-02-2008, 04:37 AM Wish I had of read this before I installed the update. My LiveResponse is now dead. Please provide the fix ASAP! Thank you.

craigbrass Offline Senior Member Posts: 6,753 Join Date: Jun 2005 Location: Cumbria, UK	13-02-2008, 08:31 AM What OS are you running? Have you tried deleting the program files folder and registry entry after uninstalling then restarting and trying installing the latest stable? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako

Vircon Offline New Member Posts: 8 Join Date: Aug 2006	13-02-2008, 09:49 AM We also have noticed this problem at a Windows XP system. Please fix this a.s.a.p.

angel_2_0 Offline New Member Posts: 3 Join Date: Feb 2008	13-02-2008, 09:58 AM I am also having this issue. appver 3.1.1.36 OS Windows XP Professional (5.1, Build 2600) Service Pack 2 also just installed updates KB946026 KB943055 Have done full uninstall and reg clean followed by reinstall no change. If any extra info is needed please let me know.

robertdinu Offline New Member Posts: 2 Join Date: Feb 2008	Live Response issue - 13-02-2008, 10:25 AM Hi, After the today Windows updates, the Live Response doesn't work anymore. When I run it, I have the classical Windows message "LiveResponse has encountered a problem.....We are sorry...." Is there anyone else having this issue?

robertdinu Offline New Member Posts: 2 Join Date: Feb 2008	13-02-2008, 10:31 AM Sorry about posting there. Looking for a solution.

]SK[ Offline New Member Posts: 13 Join Date: Sep 2007	13-02-2008, 12:16 PM No point in me posting really but I just wanted to point out I have the same issue. I am guessing everyone else here is running IE 7 too?

travishayler Offline New Member Posts: 12 Join Date: Sep 2007	13-02-2008, 12:38 PM Glad i just sat for about an hour thinking i was retarded ! NOT - Hope you guys figure out the issue soon ! http://www.drsolutions.co.uk - Design and development of professional internet solutions and new media

cwudarski Offline New Member Posts: 2 Join Date: Feb 2008	13-02-2008, 02:14 PM We found that the IE 7 patch KB944533 is what broke it for us. Uninstalling this update fixed our problem with the Windows app not opening.