Productivity Software

[pt_tableau]

I'm a software engineer at Tableau Software and we've discovered a bug in Dell's Backup and Recovery software that is causing any 64-bit application which uses the Qt5 core DLLs to crash whenever a Save or Open file dialogue is opened. We have been able to reproduce this behavior with an extremely simple application using just QT code:

#include <QApplication>
#include <QFileDialog>

int main(int argc, char *argv[])
{

QApplication a(argc, argv);
QFileDialog::getSaveFileName();

return 0;

}

This app was built in Qt Creator with the standard Qt 5.4.1 SDK for 64-bit MSVC2013.

To work around this problem we are having to instruct our customers to completely remove the Backup and Recovery software from their workstation.

I have been unable to identify a good way to report this bug to Dell outside of this forum. Could someone point me in the right direction?

[Ronald Lewis]

Magix Movie Edit Pro 2015 video editor (64-bit) crashed on Save or Open dialogue, I had to uninstall Dell Backup and Recovery to resolve.

[EFSGraham]

We are software developers too.  Our program has same issue on several new laptops.

Reported it to DELL today via  telephone to the pro-support team.

A search of the internet reveals other programs that have same problem.

http://forum.teamspeak.com/archive/index.php?t-102102.html

https://hometalk.chiefarchitect.com/index.php?/topic/992-cant-opensave-plans-in-2016/

https://forum.allegorithmic.com/index.php?topic=4825.0

[OkanaganFan]

This is a big "thank you", PT_TABLEAU, for posting this.

I've been having issues with my Dell desktop Windows 8.1 Pro 64 bit ... and the Dell Backup and Recovery application. Specifically had error codes pop up RE the Qt5 Core DLL after upgrading to Windows 10 Pro (upgrade done yesterday via IS0 file). This is a new computer purchased end of July 2015. It arrived with Dell Backup and Recovery version 1.7, which I finally updated to version 1.8. More stuff been going on that is pertinent to the issue, but will try to keep this short.

Sure hope Dell pays attention to your findings and addresses. And, I hope the poor Dell Customer Service Reps are informed about this ... it's miserable for everyone when the people who are supposed assist with various technical issues are not informed ... which leaves 'everyone' vulnerable to unresolved issues and/or escalating problems. Not fun!!!

Good luck to you in your communication with Dell ... and to all who are having issues due to this!

[OkanaganFan]

Thank you, EFSGRAHAM, for reporting this to Dell! It is very much appreciated as I'm having issues regarding this, it seems several others are, as well!

I hope you were successful in getting the Dell team to 'hear' you regarding this issue!

All the best to you!

[delisef]

Dear Dell,

My name is Frank DeLise, senior director at Autodesk. Several of our tools use QT and this issue is affecting many of our customers, causing product crashes. Please let us know when this issue is resolved so we can alert our customers

Frank DeLise

Autodesk

[mjw999]

Our product PortraitPro has had sporadic complaints from customers that it would crash when the file dialog was opened, yet we had never been able to reproduce the problem.  Many thanks PT_TABLEAU for providing the answer!

The only solution we had been able to give our customers up until now was to suggest they use the 32-bit version of the software that does not have this problem.

I would also urge Dell to fix this problem urgently, since our support staff will now be told to suggest to customers with this problem that they uninstall Dell's Backup and Recovery software.

It is possible to fix this problem by just unregistering the shell extensions that cause it.  This can be done by running the following commands as administrator:

regsvr32 /u "C:\Program Files (x86)\Dell Backup and Recovery\Components\Shell\DBROverlayIconBackuped.dll"
regsvr32 /u "C:\Program Files (x86)\Dell Backup and Recovery\Components\Shell\DBROverlayIconNotBackuped.dll"
regsvr32 /u "C:\Program Files (x86)\Dell Backup and Recovery\Components\Shell\DBRShellExtension.dll"

Qt seems to know about this problem, but say that the solution is not under their control:
https://bugreports.qt.io/browse/QTBUG-41416

However, the problem is caused because these shell extensions are also using Qt5.  It should perhaps be made more clear that developing shell extensions using Qt is not a good idea, unless Qt is configured using the -qtnamespace as described in one of the answers to that bug report.

[Juan Conejero]

Dear Dell support,

I am the principal developer of the PixInsight image processing platform and CEO of Pleiades Astrophoto, a Spanish software development company. Our main application uses Qt 5, and many of our users working on Dell workstations and laptops are being severely affected by this problem. Please inform us when you have a solution to this issue.

Juan Conejero

PixInsight Development Team

[dbjornba]

I'm a lead software developer at Keysight Technologies and we have a couple of our customers who have hit this issues has well.   Please inform us when you have a solution to this issue.  

As it stands, we instructing our customers to uninstall this software and to contact Dell and to provide a newer version of this software that will not cause this issue.

[Juan Conejero]

We are also recommending all our users uninstall Dell's utilities, given that Dell is not resolving this issue. Unpresentable to say the least.