Studio 2015 crashes when I hit a menu button

Question

Hi, 
 
 My Studio 2015 won't let me hit any menu buttons nor look up any TMs. I can't even check the help menus. It freezes and crashes. In the end, it gives me the message "The external component has thrown an exception." (a Portuguese version of this: "O componente externo accionou uma excep&ccedil;&atilde;o"). 
 I own a Windows 10 system. 
 What should I do? 
 
 Thanks!

Lydia Simplicio · Accepted Answer

Heelo Carolina Melo , 
 
Bearing in mind the information you have already provided (running W10 and that you have been a Studio user for some time) 
.. the computer you are using, is this a new machine running Windows 10 from day 1 or indeed a PC that was running a previous OS that you have upgraded to W10? 
 
After researching this some more, I am inclined to believe this latest error is arising from the Graphics card. 
Therefore, update all your PC drivers and take special attention to the Graphics driver (and that this meant for W10 and not say W8 
 
If this still fails, then please log a support ticket via your SDL account and reference this thread. 
You will not need a PSMA contract for this 
 
Kr 
Steve

Alison Field · Answer

Hi Carolina Melo 
 Try the options given on the following page: 
 Studio repair and reset 
 I would think that a Windows Repair on Studio (and maybe also on MultiTerm's components) would be enough to solve this problem. 
 Warning - when you do the reset you will lose any customised settings. I would suggest exporting your user settings so you could import them when you've reset Studio but firstly you won't be able to do that if Studio crashes when you try to use menus and secondly it might re-include whatever corruption is causing the problem. 
 After this, you could also try uninstalling and reinstalling Studio. You won't need to return your license when doing this on the same computer. 
 Come back to us if these solutions don't help. 
 All the best, 
 Alison

Lydia Simplicio · Answer

Hello Carolina Melo , 
 
The first thing I would try in such circumstances is a simple Studio reset 
 gateway.sdl.com/.../000001417 
 
Then add Studio (and Multiterm ) to your Antivirus white list 
 
Restart Studio and MultiTerm and 'check for updates'. 
Then reboot your system and restart Studio. 
 
Please let me know if now everything is working as it should.

Lydia Simplicio · Answer

Hi @Carolina Melo, 
 
Glad this worked for you :-) 
 
And great to see you back on your feet Alison Field .

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Studio 2015 crashes when I hit a menu button