Troubleshooting B1UP crash or disconnects

In some rare cases, you might have that B1 Usability Package crash and show unexpected errors. The error often looks like this:

or this:

If you see an SAP Business One client crash or freeze (see screenshot below), please check this article instead.

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In such cases, the error is something in the infrastructure and normally not something that will end up in the normal Eventlogs, and we instead need to look for the error in the Windows Event Viewer: 

Errors from B1UP will always be under Windows Logs > Application and be event id 1000 with the faulting application name = "BOY_USABILITY.exe". Please note that if you send us a screenshot of this it is important that we can see the entire message (or at least does to the "Faulting Module Path" which is our most important info in such a case)

Faulting Module and how it can indicate what to do to overcome the issue.

While there can be countless reasons errors like this can happen they can be grouped into 4 categories, based on what the value for Faulting Module Path is

1. B1 Usability Package bug

If the faulting module Path mention the word "B1 Usability Package" (This is the rarest case, as our error are normally possible to send to our Event logs)

2. SAP Business One Issue (Aka issues with the SAP SDK)

If the Faulting Module Path mentions "SAP Business One.exe" or a path in general that mentions SAP, this is most likely an issue with the SAP SDK... If it is "SAP Business One.exe" mentioned, it indicates a UI-API issue, and a reinstall of the B1 Client is recommended. If it is any other SAP path, it is normally the DI-API that fails and a reinstall of that is recommended.

3. Crystal Report Issue

If the Faulting Module Path mentions a "crXX.dll" or a path in general that mentions Crystal Reports, this is most likely an issue with the Crystal Report Runtime... In such a case a reinstall of the Crystal Report Runtime is recommended.

4. Windows or .NET Framework issues (More general issues)

If the Faulting Module Path mentions dll's like "kernelbase.dll", "ntdll.dll", "clr.dll" or a path mentioning C:\Windows\System32, the issue originated from the Windows infrastructure. In such a case our recommendations are as follows:

• Try restarting the machine
• Run Windows Update to ensure the machine is up to date
• Repair the .NET Framework
• Google the Faulting Module (Many of these are documented by Microsoft/Others)