Windows - Harmony and Storyboard pro crashing at runtime

Since a few weeks we experience our users having their softwares crashing at runtime on Windows.

We noticed some discrete Windows updates pushing some drivers that might be incompatible with your graphics card and prevent the OpenGL technology to run correctly.

1. What you can do, after a crash, is launching the event viewer on Windows, go to Windows log, then Application.

2. Locate the last crash by filtering with the date, select the line and see the log bellow.

   

3. See the faulting module igdrcl64.dll file ? Browse to its location in the Windows explorer and rename or delete it.

4. You would need admin permission to do so. To access the permission, right click it, go to properties.

5. In the security tab, select advanced,

   

6. Next window, click modify :

   

7. Type "Everyone" and click "check names" then click ok :

   

8. Then click "Apply", a pop up saying you just appropriated yourself the object appears. Click ok.

9. After that, back to the security tab, click "modify":

   

10. With "Everyone" selected, hit the "total control" checkbox and click apply :

    

11. Click Ok to the prompting window and you're done.

12. Now you can delete or rename this file.

If you encounter any technical difficulties, please email us at support@toonboom.com and precise your OS version, and provide the event viewer application log error.

Stay safe !

The Support Team