1. Issue

When connecting to System Platform or InTouch, the WIN-911 Source InTouch Runtime or WIN-911 Source System Platform Runtime will seemingly crash randomly with a faulting module of MSVCR100.dll.

A. Information

AVEVA has made several hotfixes available that resolve multiple issues with unsafe string operations found in their code, including an issue with long Area names in SP as well as issues we've seen with InTouch. It is recommended that all users with System Platform or InTouch install this update if they are using WIN-911. 

You will need to obtain the correct hotfix for your version of System Platform / InTouch. If you require a hotfix to be created for other versions of System Platform or InTouch, you will need to request the hotfix directly from AVEVA.  Please be aware that the issues these hotfixes resolve exist in other versions of System Platform and InTouch but AVEVA will not create them until requested by a customer.

VersionAVEVA Hotfix
System Platform / InTouch 2017 Update 3L00157505
System Platform / InTouch 2017 Update 3 SP1L00157506
System Platform / InTouch 2020HF 581414
System Platform InTouch 2014 R2Not Available (Must be requested from AVEVA)
System Platform InTouch 2014 R2 SP1

Here is an example stack trace from either the WIN-911 System Platform or InTouch Data Source Runtime. You will find these log entries in the Application log found in Windows Event Viewer:

Faulting application name: WIN911.Source.InTouch.Runtime.exe, version:, time stamp: 0x5efbf515
Faulting module name: MSVCR100.dll, version: 10.0.40219.325, time stamp: 0x4df2be1e
Exception code: 0xc0000417
Fault offset: 0x0008af3e
Faulting process id: 0xbd8
Faulting application start time: 0x01d745ddd2050cc7
Faulting application path: C:\Program Files (x86)\WIN-911 Software\WIN-911 Enterprise\InTouch\WIN911.Source.InTouch.Runtime.exe
Faulting module path: C:\WINDOWS\SYSTEM32\MSVCR100.dll
Report Id: b65d5a9d-e234-46da-8413-6dd4a5053da3
Faulting package full name:
Faulting package-relative application ID:

B. Resolution

You can obtain the hotfixes from WIN-911 Software or your local AVEVA/Wonderware distributor.

  • If you contact your local AVEVA distributor, you will need to request Hotfix L00157505 or L00157506
  • To request the hotfix from WIN-911 Software, create a support ticket. You will need to have either your serial number or software support and maintenance number available.

Technical Support

To create a support case, you will need either your Customer Care Code or your Serial number. You can create a Case online or contact the product support line: (512) 326-1011.