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Unexpected, Sudden Software Restart/Crash

  • Product(s): Measure · Primus · Unity
  • Applies to version: All current versions
  • Audience: External – Customers
  • Difficulty: Medium
  • Estimated resolution time: 15–30 minutes
  • Last updated: 2026-06-27
  • Article type: Troubleshooting guide

Quick summary

Measure is crashing or restarting unexpectedly during use. This guide helps you investigate the cause through Windows logs and software diagnostics and restore stable operation.

⚙️ Before you begin

  • Make sure you can access Windows Event Viewer and Device Manager on the affected PC.
  • Note when crashes occur - during startup, a specific module, or a particular action - as this helps narrow the cause.
  • Note your software version (go to Help → About).

Step 1: Check Windows sound settings

Are the Windows sound settings configured correctly for Measure?

Incorrect audio device assignments can cause modules that play audio to crash on launch.

  • ✅ Yes → Proceed to Step 2.
  • ❌ No → Take these steps:
  1. Right-click the speaker icon in the taskbar → Open Sound settings.
  2. Under Output, select the Measure device.
  3. Go to Control Panel → Sound, select the device → Properties → Enhancements → check Disable all enhancements → OK.

→ Check if the issue is resolved. If yes - you're done ✓. If no - continue to Step 2.

Step 2: Review the Measure/Primus log file

Have you checked the software log file for errors related to the crash?

  • ✅ Yes → Proceed to Step 3.
  • ❌ No → Take these steps:
  1. Navigate to C:\ProgramData\Auditdata\ (or the equivalent folder for your product).
  2. Open the most recent log file in a text editor.
  3. Look for error entries at the timestamp of the last crash.

→ If the log shows a clear error - note it and contact Auditdata Support with the log file attached. If no clear cause - continue to Step 3.

Step 3: Check Windows Event Viewer

Are there Measure/Primus-related errors in Windows Event Viewer around the time of the crash?

  • ✅ Yes → Note the error codes and messages, then proceed to Step 4.
  • ❌ No → Take these steps:
  1. Press Windows + R, type eventvwr and press Enter.
  2. Go to Windows Logs → Application.
  3. Click Filter Current Log and search for the application name (Measure, Primus, or Unity).
  4. Look for Error or Critical entries around the time of the crash.

→ Note any errors found and proceed to Step 4.

Step 4: Collect diagnostic data with the Support Tool

Have you collected the Program Data folder using the Auditdata Support Tool?

  • ✅ Yes → Proceed to Step 5.
  • ❌ No → Take these steps:
  1. Locate the Auditdata Support Tool - typically in C:\Program Files (x86)\Auditdata\.
  2. Run the tool to gather the Program Data folder.
  3. Save the output to a location you can access (e.g., Desktop).

→ This data will be needed if you escalate to Auditdata Support. Continue to Step 5.

Step 5: Reinstall or upgrade the software

Has Measure been reinstalled or upgraded, including the latest firmware update?

  • ✅ Yes → Proceed to the escalation path below.
  • ❌ No → Take these steps:
  1. Uninstall the current version via Control Panel → Programs → Uninstall a program.
  2. Download the latest installer from the Auditdata customer portal or request it from Auditdata Support.
  3. Install the software and apply any firmware updates when prompted.

→ Check if the issue is resolved. If yes - you're done ✓. If no - proceed to the escalation path below.

🔺 Escalation path

If none of the above steps resolved the issue, contact Auditdata Support.

Please have ready:

  • Product name and version number
  • Device model and serial number (if hardware is involved)
  • Firmware version
  • Your account name and contact details
  • Which steps above you already tried
  • Exact error messages or codes shown
  • Log file and Event Viewer export from Steps 2–3
  • Output from the Support Tool (Step 4)
  • Screenshots if available

✅ Expected outcome

After completing these steps, the software should launch and run stably without unexpected restarts or crashes. Any identified driver or configuration conflict should be resolved.

📝 Additional notes

  • If crashes occur consistently when launching a specific module (e.g., Otoscopy, REM), note this in your support request - it significantly speeds up diagnosis.
  • Software log files and Event Viewer exports are the most valuable data for diagnosing intermittent crashes. Always collect these before reinstalling.
  • Related articles: Primus / Measure app crashing on Otoscopy module launch · Audio Drivers Re-installation in Windows · Measurement software uninstall error on Windows 11

Need more help? Visit the Auditdata Help Centre or contact our support team.

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