NVivo 11 has crashed OR I received the error message “NVivo 11 has stopped working.” What should I do now?

This error needs to be investigated by the QSR Support team before a solution can be provided.


Note: If NVivo 11 prompts you to submit a Problem Report for NVivo please enter your name, email address and a brief description of the problem, and submit the form in addition to submitting the support request form.


Please provide the most detailed description of the problem that you can, as this will help us to better identify and address the problem. To allow us to assist you with your issue, please complete a support request form and attach the below information:

Error logs and NVivo installation repair logs

NVivo error logs:

1.    Open Windows Explorer by pressing the Windows Windows.png key + E

2.    Enter %APPDATA% in the address bar and press Enter.

3.    Go to QSR_International folder.

You may see multiple folders starting with NVivo.exe_Url_

1.    Go into each NVivo.exe_Url_folder and look for a folder named OfflineCrashLogs.

2.    Once you have located the OfflineCrashLogs folder, right-mouse click on the OfflineCrashlogs folder and click Send To   -> Compressed (Zipped) folder to create a zipped file.   Attach the zipped file to the Contact Support form request.

 

NVivo Installation Repair Wizard logs

NVivo Installation Repair Wizard logs are located in your Documents folder, and are named like ‘NVivo Installation Repair Wizard<date>T<time>log’. For example NVivo Installation Repair Wizard 2014-09-01T14-42-50.log. Please locate any of these files and attach to the Contact Support form request.

 

System Information

Windows 7

  • Open the Start menu and in the Run bar enter MSINFO32
  • Go to File and select Save As then save the file to your desktop as Info.nfo
  • Attach the file to the Contact Support form request.

Windows 8

  • From the Start screen, start typing msinfo32 and click on the msinfo32 search result displayed
  • In the System information screen, click on File  > Save then save the file to your desktop as info.nfo. Attach it to the Contact Support form request.

Windows 10

  • Click on the Windows Start menu, start typing msinfo32 and click on the System Information search result displayed
  • In the System information screen, click on File  > Save then save the file to your desktop as info.nfo. Attach it to the Contact Support form request.

Note:  There are restrictions with the size of the files you can email us. If the zipped files are over 10MB, please let us know and provide the actual size of the zipped files (right-click on the file and select ‘Properties’ to view its size). We can then set up a secure file sharing service provided by http://www.dropbox.com for you to upload the requested files.

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