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5.65 FAQ-930 Windows Freezes or Crashes when Origin Starts or While Origin is Running

Last Update: 7/19/2018


If Windows 10 freezes or crashes when Origin is starting up or while Origin is running, it may be related to Origin's User Files folder (and possibly other Origin-related folders) being located on a cloud-syncing service such as DropBox, Google Drive (Backup and Sync), or Microsoft OneDrive.

On Windows 10, you are likely to observe an error message similar to the following:
Faq-930-bsod.png

In the above example (from a OneDrive crash) the text is:

Your PC ran into a problem and needs to restart. We're just collecting some error info, and then we'll restart for you.

It may also display the following information:

Stop code: SYSTEM_SERVICE_EXCEPTION
What failed: cldflt.sys

But the error message may vary depending on the cloud-syncing service used.

The process of moving Origin's User Files folder (and possibly other folders) off of various cloud-syncing services is described below.


Prior to moving the Origin folders

Prior to performing the following steps to move Origin folders off of cloud-syncing services, if you are using Origin 2018 or Origin 2018 SR1, you MUST upgrade to Origin 2018b or a later version. The following steps cannot prevent Origin 2018 or 2018 SR1 from crashing Windows. You may try them but you are likely to still experience crashes.

First be sure to shut down all instances of Origin that may be running.

Because the issue may cause Windows to crash when Origin starts, the following steps cannot be performed using Origin's own mechanisms for modifying the folders it uses.

Determining if your User Files folder is on a cloud-syncing service

To determine if your Origin User Files Folder is located on a cloud-syncing service such as DropBox, Google Drive (Backup and sync), or OneDrive, you will need to use Window File Explorer to locate the folder.

First, locate your Dropbox, Google Drive, or OneDrive folder. In File Explorer, there will likely be a shortcut to it in the Navigation pane. If so, you should navigate through the folder searching for a sub-folder entitled User Files.

Example of a User Files folder on OneDrive:

Faq-930-wfe1.png

If you do not see a shortcut to one of the cloud-syncing services in the Navigation pane, you either do not have one installed or you may have to dig deeper into your file system to locate the folder.

If a service is not installed or you cannot locate the Origin User Files folder in a synced folder, then it is not causing this issue. You should contact OriginLab Technical Support for further assistance.

Determining a new location for your User Files folder

If you determined that your User Files folder is on a cloud-syncing service, you need to determine a new location on your file system that is NOT in the cloud-sync service folder. You must be very careful to ensure this is the case.

The location can be anywhere of your choosing as long as you can read and write files and folders to the new location.

Creating the new User Files folder

In the new location you previously determined, manually create a subfolder entitled "OriginLab". Within the OriginLab folder, create a number of sub-folders based on the version of Origin you are using (spelling and capitalization are important). You should make note of the full path to these folders!

For Origin 2018b or later

Add these sub-folders: User Files, Autosave, Backup, and Unsaved.

It should look like:

Faq-930-wfe2.png

For Origin 2017 or earlier

Add these sub-folders: User Files, Autosave.

It should look like:

Faq-930-wfe3.png

Changing folder locations for Origin

In order to avoid crashing Windows by starting Origin, you will need to take another approach to resetting the User Files folder for Origin.

Open the Registry Editor in one of two ways:

  1. In the search box on the Windows taskbar, type regedit.
  2. Select the top result, regedit Run command.

or:

  1. Right-click on Start menu, then select Run.
  2. Enter regedit in the Open: box and select OK.

When the Registry Editor opens, navigate to the following path on the left pane of the dialog:

Computer\HKEY_CURRENT_USER\Software\OriginLab

Within the OriginLab Registry key, you should see one or more sub-keys, one for each version of Origin installed on your PC. Select and expand the key for your version and select it's International sub-key. Illustrated below is an example for Origin 2018b:

Faq-930-re1.png

Setting "Path" value for new User Files folder location

In the right pane of the Registry Editor, locate a value named Path and then:

  1. Right-click on "Path".
  2. From the context menu, select Modify...
  3. Enter the FULL path to the new User Files folder (you should have noted this previously). Make sure sure to add a backslash to the end of the path.
    For example: C:\your New Location\OriginLab\User Files\
  4. Click OK.

Illustrated steps:

Faq-930-re3.png

Setting "Autosave" value for new Autosave folder location

In the right pane of the Registry Editor, locate a value named Autosave. If it is not found, follow these steps:

  1. Add a new value by right-clicking inside the empty area of the pane and, from the context menu, selecting New:String Value.( See Step #1 below).
  2. Rename the new value to "Autosave" by right-clicking on "New Value #1" and, from the context menu, selecting Rename.( See Step #2 below).

Step #1:

Faq-930-re5.png

Step #2:

Faq-930-re6.png

Next, modify the the new "Autosave" value by using the exact same steps as outlined in Setting "Path" value for new User Files folder location above except substituting "Autosave" for "User Files".

For Origin 2017 or earlier

You need not perform any more steps.

For Origin 2018b or later

For Origin 2018b and later, you need to repeat the exact steps outlined in Setting "Autosave" value for new Autosave folder location twice. The first time, the term "Backup" should be substituted for "Autosave" and the second time, the term "Unsaved" should be substituted for "Autosave".

Results

The final result of the Registry modifications is illustrated below. Origin 2017 and earlier should have two modified entries. Origin 2018b or later should have four modified entries.

The Registry Editor can not be closed.

Modified entries illustrated:

Faq-930-re7.png

Finally

Now that you have moved your User Files folder along with other relevant folders, you can start Origin and it should run properly and use the new folders.



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