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SAP Crystal Reports 2020 - Not launching (ntdll.dll)

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OS: Windows Server 2019 Datacenter.

Crystal Reports 2020

Hi All

I am facing an issue where I have installed SAP Crystal Reports 2020 and when I try and launch the application, it tries to open the process, then goes suspended, crashes and loops until it ends the process completely.

I have installed using Run as Administrator and Install Application on Remote Desktop options (as this is on a Citrix server), both with the same results as mentioned above.

I have found some other posts and forums, where I have tried some of the advice supplied, but not managed to get anything that has helped, so raising new post with full error in the hope of getting some assistance.


-Open report to see if Launch page is broken and apply the reg key to skip. (Unsuccessful)

-Reinstallation after marking the Setup file to Run as Administrator. (Unsuccessful)

-Attempted to rebuild the server from scratch and install fresh installation. (unsuccessful)

Here is the error message that is being populated in Event Viewer each time I try and launch Crystal Reports:

Faulting application name: crw64.exe, version:, time stamp: 0x5ed56e73

Faulting module name: ntdll.dll, version: 10.0.17763.4974, time stamp: 0xfb111856

Exception code: 0xc0000005

Fault offset: 0x000000000005e6db

Faulting process id: 0x13cc

Faulting application start time: 0x01da2c4d53e76285

Faulting application path: C:\Program Files (x86)\SAP BusinessObjects\SAP BusinessObjects Enterprise XI 4.0\win64_x64\crw64.exe

Faulting module path: C:\Windows\SYSTEM32\ntdll.dll

Report Id: 3b8d8d60-65c0-47f3-8894-3eaaded08f9d

Faulting package full name:

Faulting package-relative application ID:

Accepted Solutions (0)

Answers (2)

Answers (2)

Active Contributor
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Is the crash occurring when starting Crystal Reports or only when launching a report in Crystal Reports.

Does the users need to design reports or do they only need to run/print/export reports?

Active Contributor
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This may or may not have anything to do with your issue but have you configured the TEMP and TMP environment variables to point to a folder where the users have access? By default, Crystal stores is temp files in the user's temp folder under C:\Users\<user name>\AppData. Many times Citrix is configured to not allow access to those folders.


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Thank you for you knowledge on this. I am an Administrator on the server and can access the above mentioned folder, so I think I shouldn't be having an issue due to the above. Hoping you might have some further suggestions! Bene trying to get support from SAP Support and have been told that Crystal Reports is not supported, which I found very concerning, but was given a FAQ link which had no help at all for this issue. Our client is getting frustrated as we are not able to set up the software they have paid for, so this is my last attempt to find help with solving this issue. I appreciate your time and help with this, as I am now totally lost.