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Access violation at address CCFFD387 in module 'PRTG Server.exe'

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I update my PRTG version 17.3.33 with the web updater to version 18.4.47.1962. after the update the core don't start.

in the log i find the error:

2018-12-15 21:00:02.874324 INFO TId    4744 Core> Startup: Loading Configuration File: C:\ProgramData\Paessler\PRTG Network Monitor\PRTG Configuration.dat
2018-12-15 21:00:40.970765 INFO TId    4744 Core> Load Done
2018-12-15 21:00:40.970765 INFO TId    4744 Core> Update 1
2018-12-15 21:00:40.986392 FATL TId    4744 Core> Startup: Loading Configuration File: Error (Access violation at address CCFFD387 in module 'PRTG Server.exe'. Execution of address CCFFD387)
2018-12-15 21:00:41.002002 INFO TId     272 Core> Stop Done
2018-12-15 21:00:44.015704 INFO TId     272 Core> System Cleanup Done

i reinstalled the prtg after a fresh download same error. install on a new machine same result

installation prtg18 update

Created on Dec 15, 2018 9:10:56 PM by  mplugge (0) 1

Last change on Dec 17, 2018 12:47:33 PM by  Andreas Günther [Paessler Support]



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Hi!

With PRTG 19.1.48.2891, the bug affecting the updating process was fixed. If not already done, I would ask you to install the update as soon as possible. In addition to the bug fixing, additional improvements have been made.

More details can be found at https://www.paessler.com/prtg/history/stable. Most of the changes can be found in version 19.1.48.2868 of February 2nd 2019.


Kind regards,
Andreas Günther
Tech Support, Paessler AG

[email protected]

Created on Dec 17, 2018 4:21:23 PM by  Andreas Günther [Paessler Support]

Last change on Feb 20, 2019 5:44:19 PM by  Andreas Günther [Paessler Support]



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Same problem here!

Created on Jan 10, 2019 8:32:13 AM by  ggalleani (0)



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Trying to reinstall from newly downloaded file did not solve the problem. Rebooting server did not solve the problem.

I'm reverting back to the pre-UPG snapshot.

Here my core log error:

* 2019-01-10 10:07:52.670843 INFO TId 776 Core> Startup: Loading Configuration File: C:\ProgramData\Paessler\PRTG Network Monitor\PRTG Configuration.dat 2019-01-10 10:08:29.373968 INFO TId 776 Core> Load Done 2019-01-10 10:08:29.373968 INFO TId 776 Core> Update 1 2019-01-10 10:08:29.389593 FATL TId 776 Core> Startup: Loading Configuration File: Error (Access violation at address 000000000040E8F5 in module 'PRTG Server.exe'. Read of address FFFFFFFFFFFFFFFF) 2019-01-10 10:08:29.389593 INFO TId 2240 Core> Stop Done 2019-01-10 10:08:32.077093 INFO TId 2240 Core> System Cleanup Done *

Created on Jan 10, 2019 9:10:15 AM by  ggalleani (0)



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Hi there,

I'm sorry I did not update my initial answer.

This is in fact a bug in the current version. Please note that direct updates from PRTG version 18.1.37 and previous versions to the current PRTG version 18.4.47 do not work.

Please update once again manually with the following steps and private build:

- stop all PRTG related services
- stop all Virus scanner / Firewall services
- Download the installer (http://download3.paessler.com/support/18.4.47.1965_bugfix-prtg-6491.zip ) and run it
- install the new PRTG version
- start all services again

This should solve your problem.


Kind regards,
Andreas Günther
Tech Support, Paessler AG

Created on Jan 10, 2019 11:10:39 AM by  Andreas Günther [Paessler Support]



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Disclaimer: The information in the Paessler Knowledge Base comes without warranty of any kind. Use at your own risk. Before applying any instructions please exercise proper system administrator housekeeping. You must make sure that a proper backup of all your data is available.