I would recommend checking again the requirements from the KB:

https://gateway.sdl.com/apex/communityknowledge?articleName=000002069

and maybe run a Passolo repair from Control Panel.

Hi Adrian,

Thanks for the reply. We have already verified the requirements were installed. We have tried re-installing Passolo from scratch, and it didn't help anything. We haven't tried a Repair, but I wonder if that would be any better than reinstalling from scratch... We've heard that there might be compatibility issues with Passolo 2018, Windows 11, and .NET Framework 4.8.... have you heard anything about that?

I've tried to access the SDLXLIFF export settings on Windows 11 machine and I see no issues.

We had an issue in the past like:
Is Passolo 2018 compatible with Windows 11? It crashes creating and removing glossaries but the issue was different and caused by Visual C++ not being installed correctly.

Maybe this would also help here. 

If not, I would recommend logging a support case and adding the Event viewer logs there or even here.

This is the event viewer info we get from the Passolo crash:

Faulting application name: psl.exe, version: 18.0.178.0, time stamp: 0x6143329f
Faulting module name: clr.dll, version: 4.8.9232.0, time stamp: 0x65efb9c4
Exception code: 0xc00000fd
Fault offset: 0x004593aa
Faulting process id: 0x0x50A4
Faulting application start time: 0x0x1DAA1579C5686CE
Faulting application path: C:\Program Files (x86)\SDL\SDL Passolo\SDL Passolo 2018\psl.exe
Faulting module path: C:\Windows\Microsoft.NET\Framework\v4.0.30319\clr.dll
Report Id: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
Faulting package full name: 
Faulting package-relative application ID: 

XML:

- <Event xmlns="">schemas.microsoft.com/.../event">
- <System>
  <Provider Name="Application Error" Guid="{xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx}" /> 
  <EventID>1000</EventID> 
  <Version>0</Version> 
  <Level>2</Level> 
  <Task>100</Task> 
  <Opcode>0</Opcode> 
  <Keywords>0x8000000000000000</Keywords> 
  <TimeCreated SystemTime="2024-05-08T14:54:56.3036720Z" /> 
  <EventRecordID>10154</EventRecordID> 
  <Correlation /> 
  <Execution ProcessID="11336" ThreadID="23736" /> 
  <Channel>Application</Channel> 
  <Computer>ILJEL-FHCR324.ad.questel.com</Computer> 
  <Security UserID="S-1-12-1-2896233390-1083852996-1843357109-2723805941" /> 
  </System>
- <EventData>
  <Data Name="AppName">psl.exe</Data> 
  <Data Name="AppVersion">18.0.178.0</Data> 
  <Data Name="AppTimeStamp">6143329f</Data> 
  <Data Name="ModuleName">clr.dll</Data> 
  <Data Name="ModuleVersion">4.8.9232.0</Data> 
  <Data Name="ModuleTimeStamp">65efb9c4</Data> 
  <Data Name="ExceptionCode">c00000fd</Data> 
  <Data Name="FaultingOffset">004593aa</Data> 
  <Data Name="ProcessId">0x50a4</Data> 
  <Data Name="ProcessCreationTime">0x1daa1579c5686ce</Data> 
  <Data Name="AppPath">C:\Program Files (x86)\SDL\SDL Passolo\SDL Passolo 2018\psl.exe</Data> 
  <Data Name="ModulePath">C:\Windows\Microsoft.NET\Framework\v4.0.30319\clr.dll</Data> 
  <Data Name="IntegratorReportId">xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx</Data> 
  <Data Name="PackageFullName" /> 
  <Data Name="PackageRelativeAppId" /> 
  </EventData>
  </Event>

I'm afraid I don't see anything that could cause the issue from the Event viewer.

have you tried to re-install the Visual C++ redistributable?

Other thing that could cause the issue might be the antivirus or maybe user permissions. Maybe you can try to run Passolo as Administrator.

Hi Adrian,

Thanks for the suggestions. We've tried all of them now, and nothing makes a difference.

However, we've done more testing and found out some specifics of the behavior:

1. If you open an existing project, and export any file format (i.e. a Passolo bundle) first, then when you click on the SDLXLIFF Settings or try to import an SDLXLIFF, Passolo does NOT crash. And as long as that Passolo session stays open, it will not crash anymore.

2. For the next Passolo session (meaning, you have closed it and reopened it), you have to do the export step again before accessing SDLXLIFF Settings or Import, or it still crash.

3. If you create a new project in Passolo, Passolo will also not crash during that same session.

So it looks like something happens in the back-end for Passolo when it exports and when it creates a new project, that somehow fixes the crash error. But it only lasts for that session.

We're wondering if there is some environmental variable that maybe needs to be set, or a registry key, etc.

Hoping these extra details help spark some new ideas!

Hi Adrian,

Thanks for the suggestions. We've tried all of them now, and nothing makes a difference.

However, we've done more testing and found out some specifics of the behavior:

1. If you open an existing project, and export any file format (i.e. a Passolo bundle) first, then when you click on the SDLXLIFF Settings or try to import an SDLXLIFF, Passolo does NOT crash. And as long as that Passolo session stays open, it will not crash anymore.

2. For the next Passolo session (meaning, you have closed it and reopened it), you have to do the export step again before accessing SDLXLIFF Settings or Import, or it still crash.

3. If you create a new project in Passolo, Passolo will also not crash during that same session.

So it looks like something happens in the back-end for Passolo when it exports and when it creates a new project, that somehow fixes the crash error. But it only lasts for that session.

We're wondering if there is some environmental variable that maybe needs to be set, or a registry key, etc.

Hoping these extra details help spark some new ideas!

There is no clear root cause from this but I would recommend a reset of Passolo:
https://gateway.sdl.com/apex/communityknowledge?articleName=000004772

Including the registry settings:

• Backup the registry and then delete the key HKEY_CURRENT_USER\SOFTWARE\SDL\Passolo 2018

These should set Passolo to default installation and hopefully will help with the issue.

Thank you so much! This fixed it for us -- Although my team did actually uninstall/reinstall Passolo too, we had uninstalled/reinstalled it before with no change. Resetting the path and registry key made the difference. Here is exactly what we did (in case it helps someone else):

1. Uninstalled Passolo 2018.
2. Renamed C:\Users\%USERNAME%\AppData\Roaming\SDL\Passolo 2018 to C:\Users\%USERNAME%\AppData\Roaming\SDL\Passolo 2018_old.
3. Deleted the key HKEY_CURRENT_USER\SOFTWARE\SDL\Passolo 2018 in Registry.
4. Restarted computer.
5. Installed Passolo 2018 

Just a follow up note in case anyone else sees this post -- that fix only lasted as long as that first session was open. Once we closed the session, the problem was back. We would have to redo steps 2 and 3 everytime we wanted to open Passolo, or do our previous workaround (export a file first, then the session would be fixed).

So we have not found a permanent solution.