Troubleshooting Guide: Software crash the ExStar software with 0x0000016 Error code

Hardware & Software Version
Applicable Software: ExStar Software
Personal Computer Hardware: Laptops and PCs with Nvidia GPU

Error Identification
Error Description
Symptoms: ExStar software fails to launch or crashes with error code 0x0000016. This issue is often related to incorrect GPU settings or outdated drivers.

Occurrence: This issue typically arises due to improper Nvidia driver installation, incorrect environment settings, or conflicts with system variables.

Frequency: Often (7 out of 10 cases reported).

Tools Required

• Latest Nvidia GPU drivers (downloadable from the official Nvidia website).

• Windows Environment Variables settings panel.

• ExStar Software installation package.

Ensure that your system meets the minimum hardware requirements for ExStar Software before proceeding.

Solution
Step-by-Step Instructions

• Update Nvidia Drivers

  • Download and install the latest Nvidia drivers from the official Nvidia website.

  • Perform a clean installation to remove any conflicting driver settings.

• Verify Nvidia Settings

  • Open Nvidia Control Panel.

  • Ensure that ExStar Software is set to run using the high-performance Nvidia GPU rather than an integrated GPU.

• Reinstall ExStar Software

  • Uninstall the existing ExStar Software installation.

  • Reinstall ExStar Software using the default installation path.

• Check Environment Settings

  • Search for "Environment Variables" in the Windows search bar

• 

• Click on "Environment Variables" and review any conflicting entries.
  
  

Verification
The issue is resolved when:

• ExStar Software launches without displaying error 0x0000016.

• Nvidia GPU settings correctly recognize and prioritize ExStar Software.

• No crashes or related errors occur during software usage.

Advanced Troubleshooting
If the issue persists, follow these steps:

1. Download the diagnostic application from this link: Application Download.

2. Run the Diagnostic Tool

   • Double-click WMNTest.exe.
      

   • Retrieve device information from the terminal.
     

   • Locate the generated log file: deviceInfo.txt inside the "1.deviceInfo" folder.
     

3. Share the log file with the support center for further analysis. 

Preventive Measures

• Always keep Nvidia GPU drivers up to date.

• Configure Nvidia settings correctly before running ExStar Software.

• Ensure that the software is installed in the default path to avoid conflicts.

Note: If the problem persists, please contact Einscan Support with the generated log files for further assistance.