Users might see that the 3DExperience.exe application from Dassault Systems crash randomly inside the ICA Session. The problem started after a major network outage.

Rebooting the Nvidia License servers resolved the application crashing issue.

Problem Cause

Nvidia License servers were not responding correctly post the network outage. This was causing the application to crash.

To troubleshoot this issue, we had to collect Full Process dump of the 3DExperience.exe process that was crashing. We collected the dump using the Procdump tool from Microsoft ( https://learn.microsoft.com/en-us/sysinternals/downloads/procdump ). Procdump was set as the default debugger using the following command:

procdump -ma -i c:\dumps

Note: Make sure to create the C:\dumps folder. 

Once this is set as the default debugger, if any of the processes crash, a full process dump of the crashing process will be captured. In this case we got the dump of the 3Dexperience.exe process. This dump can be opened using WinDbg tool from Microsoft. For more information on Installing WinDbg, please refer to: https://learn.microsoft.com/en-us/windows-hardware/drivers/debugger/ 

Once WinDbg is installed on the machine, you can double-click the .DMP file collected above to open it in WinDbg. If you run the basic crash analysis command as below, it will likely show the crashing stack:

!analyze -v

In this specific case, we saw the following in the output (Output here is not complete. It shows only the parts of the output that are relevant to this discussion)

EXCEPTION_RECORD:  (.exr -1)
ExceptionAddress: 00007ffe601ae4a1 (nvoglv64+0x0000000000f8e4a1)
   ExceptionCode: c0000005 (Access violation)
  ExceptionFlags: 00000000
NumberParameters: 2
   Parameter[0]: 0000000000000000
   Parameter[1]: 0000000000000000
Attempt to read from address 0000000000000000

PROCESS_NAME:  3DEXPERIENCE.exe

READ_ADDRESS:  0000000000000000 

ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%p referenced memory at 0x%p. The memory could not be %s.

EXCEPTION_CODE_STR:  c0000005

EXCEPTION_PARAMETER1:  0000000000000000

EXCEPTION_PARAMETER2:  0000000000000000

STACK_TEXT:  
0000009c`db5fd750 00000000`00000000     : 00000000`00000000 00000000`01009000 00007ffe`e5df6fda 00000279`83546e38 : nvoglv64+0xf8e4a1

STACK_COMMAND:  ~0s; .ecxr ; kb

SYMBOL_NAME:  nvoglv64+f8e4a1

MODULE_NAME: nvoglv64

IMAGE_NAME:  nvoglv64.dll

FAILURE_BUCKET_ID:  NULL_POINTER_READ_c0000005_nvoglv64.dll!Unknown

OS_VERSION:  10.0.19041.1

BUILDLAB_STR:  vb_release

While this basic analysis is not accurate all the time, this will give a direction on where the problem could be. Depending on the DLL mentioned in this output, you can engage the corresponding vendor to debug this in detail. The end result might be very different from what the basic analysis shows. However it is a good starting point to start the investigation.