[Libreoffice-bugs] [Bug 105084] New: 64-Bit Windows LibreOffice Applications hang on startup

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

Bug ID: 105084
Summary: 64-Bit Windows LibreOffice Applications hang on
startup
Product: LibreOffice
Version: 5.1.5.2 release
Hardware: x86-64 (AMD64)
OS: Windows (All)
Status: UNCONFIRMED
Severity: normal
Priority: medium
Component: LibreOffice
Assignee: libreoffice-***@lists.freedesktop.org
Reporter: ***@hindsight-consulting.com

Description:
I have personally tried the following 64-bit Windows LibreOffice versions, all
of which hang during application start-up:
5.2.1.2
5.2.2.2
5.2.4.2

Other users (see thread links below) have reported the same problem with these
64-bit versions:
5.1.5.2
5.2.0.4
5.2.3.3

Note: I have reset my profile and disabled OpenGL without any luck. 32-bit
Windows versions appear to be unaffected and just work.

My machine is a Dell Latitude E6520 with a 4-core (8 hyper-thread) Intel Core
i7-2760QM processor, 8GB RAM running Windows 10 Professional 64-bit (version
1511 - NOT the Windows 10 "Anniversary Edition"). In case it's relevant, this
machine has both Intel HD Graphics 3000 integrated graphics and an NVidia
NVS4200M graphics card. I've tried running LibreOffice with both cards and both
result in the application hanging.

Refer to these threads for more information:

https://ask.libreoffice.org/en/question/77635/libreoffice-hangs-on-startup/ (a
thread I started).
https://ask.libreoffice.org/en/question/76494/64-bit-libreoffice-515-520-freezehang-while-opening-files/
(a thread started by someone else with the same problem).

(I have a Microsoft Surface Pro 3 that is successfully running 64-bit
LibreOffice 5.2.2.2, so this is clearly not a problem affecting every PC.)

Let me know if there is any further information that you require.

Steps to Reproduce:
1.Run any LibreOffice application, either standalone or by clicking on a
LibreOffice document.

Actual Results:
LibreOffice logo appears, application hangs. The soffice.exe program then goes
into an infinite loop, consuming all available CPU on a single thread.

Expected Results:
Application should start up normally.


Reproducible: Always

User Profile Reset: Yes.

Additional Info:
Also tried clean reinstall and also tried disabling OpenGL - no use.

32-bit releases (the 6.2.4.2 release, at any rate) are unaffected by this
problem.


User-Agent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML,
like Gecko) Chrome/55.0.2883.87 Safari/537.36

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

Buovjaga <***@suomi24.fi> changed:

What |Removed |Added
----------------------------------------------------------------------------
CC| |***@suomi24.fi

--- Comment #1 from Buovjaga <***@suomi24.fi> ---
From your working 32-bit LibreOffice, please copy & paste the full Help - About
contents to a comment.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #2 from Buovjaga <***@suomi24.fi> ---
(In reply to Mike Allen from comment #0)

Post by b***@bugs.documentfoundation.org
https://ask.libreoffice.org/en/question/76494/64-bit-libreoffice-515-520-
freezehang-while-opening-files/ (a thread started by someone else with the
same problem).

Did you check, if you have this installed: Intel OpenCL SDK? LibreOffice Calc
is able to use OpenCL, so I guess removing that SDK worked for those people in
the thread because some conflict was removed.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #3 from Mike Allen <***@hindsight-consulting.com> ---
As requested, text from the Writer Help/About LibreOffice dialog:

Version: 5.2.4.2
Build ID: 3d5603e1122f0f102b62521720ab13a38a4e0eb0
CPU Threads: 8; OS Version: Windows 6.2; UI Render: default;
Locale: en-US (en_US); Calc: group

LibreOffice is a modern, easy-to-use, open source
productivity suite for word processing, spreadsheets,
presentations and more.

This release was supplied by The Document Foundation.
Copyright © 2000-2016 LibreOffice contributors.
LibreOffice was based on OpenOffice.org.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #4 from Mike Allen <***@hindsight-consulting.com> ---
I do have "Intel SDK for OpenCL - CPU Only Runtime Package", version
2.0.0.37149 installed.

For the record, the problem affects all of the LibreOffice applications, not
just Calc. I would prefer not to uninstall this software, because I do not have
an installer for it available, so I cannot reinstall it should it prove to be
required.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #5 from Mike Allen <***@hindsight-consulting.com> ---
It might also worth mentioning that the Intel OpenCL SDK is NOT installed on my
Microsoft Surface Pro 3, which runs the 64-bit version of LibreOffice OK.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #6 from Buovjaga <***@suomi24.fi> ---
(In reply to Mike Allen from comment #4)

Post by b***@bugs.documentfoundation.org
I do have "Intel SDK for OpenCL - CPU Only Runtime Package", version
2.0.0.37149 installed.
For the record, the problem affects all of the LibreOffice applications, not
just Calc. I would prefer not to uninstall this software, because I do not
have an installer for it available, so I cannot reinstall it should it prove
to be required.

You can get the installer here:
https://software.intel.com/en-us/articles/opencl-drivers

If you do not do
- scientific computation
- physics simulations (hard/soft/rigid body, cloth, fluid, smoke etc.)
- some other number-crunching thing that requires OpenCL

I don't think you will miss that Intel SDK for OpenCL.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #7 from Mike Allen <***@hindsight-consulting.com> ---
(In reply to Buovjaga from comment #6)

Post by b***@bugs.documentfoundation.org
If you do not do
- scientific computation
- physics simulations (hard/soft/rigid body, cloth, fluid, smoke etc.)
- some other number-crunching thing that requires OpenCL
I don't think you will miss that Intel SDK for OpenCL.

Unfortunately, simulations are what I do for a living. :-(

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #8 from Mike Allen <***@hindsight-consulting.com> ---
Also, the particular version of the SDK that I have on my machine doesn't
appear to be listed on that site (I had already checked it out). My concern is
that it's a requirement for one of my simulation tools (and I haven't got time
to uninstall/reinstall each one to find out if it is the reason LibreOffice
doesn't work.

Either way, LibreOffice should not hang just because I have an SDK installed -
and it certainly shouldn't in applications that do not use OpenCL.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

Buovjaga <***@suomi24.fi> changed:

What |Removed |Added
----------------------------------------------------------------------------
Status|UNCONFIRMED |NEW
Blocks| |97391
Ever confirmed|0 |1

--- Comment #9 from Buovjaga <***@suomi24.fi> ---
Ok, let's throw it to NEW based on the Ask.LibO thing and the strong suspicion
that it is because of the SFK.


Referenced Bugs:

https://bugs.documentfoundation.org/show_bug.cgi?id=97391
[Bug 97391] [META] Tracker bug for OpenCL and "Software Interpreter" issues in
Calc

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

Aron Budea <***@caesar.elte.hu> changed:

What |Removed |Added
----------------------------------------------------------------------------
CC| |***@caesar.elte.hu

--- Comment #10 from Aron Budea <***@caesar.elte.hu> ---
Can you check if there's an <user profile>/cache/opencl_devices.log files, and
attach it if exists? There's a chance it won't, but you never know...

If we can get the OpenCL driver version, it should be worthy of blacklisting.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #11 from Mike Allen <***@hindsight-consulting.com> ---
Created attachment 130184
--> https://bugs.documentfoundation.org/attachment.cgi?id=130184&action=edit
opencl_devices.log file

opencl_devices.log file, as requested.

By default, applications run using the Intel HD 3000 integrated graphics.
However, I also tried using the NVIDIA 4200M card with the 64-bit LibreOffice.
The hang occurred with both cards.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #12 from Mike Allen <***@hindsight-consulting.com> ---
Created attachment 130185
--> https://bugs.documentfoundation.org/attachment.cgi?id=130185&action=edit
opencl_profile.xml

This file was also present, so I'm attaching it just in case.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #13 from Mike Allen <***@hindsight-consulting.com> ---
Thanks for your assistance with this. Let me know if there's anything else I
can do to help!

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #14 from Aron Budea <***@caesar.elte.hu> ---
Thanks for the details. So this seems to be a pretty old driver from years ago.
While the CPU is old as well, I wonder if current drivers from [1] would work.
Release notes only state SSE4.2 support as requirement.

I guess the driver version should be blacklisted in LibreOffice, too.

[1] https://software.intel.com/en-us/articles/opencl-drivers

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

Aron Budea <***@caesar.elte.hu> changed:

What |Removed |Added
----------------------------------------------------------------------------
Status|NEW |NEEDINFO

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #15 from Mike Allen <***@hindsight-consulting.com> ---
I see that the status has been changed to NEEDINFO. What more information is
needed?

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #16 from Buovjaga <***@suomi24.fi> ---
(In reply to Mike Allen from comment #15)

Post by b***@bugs.documentfoundation.org
I see that the status has been changed to NEEDINFO. What more information is
needed?

Would you be willing to try a driver update as suggested in comment 14?

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #17 from Mike Allen <***@hindsight-consulting.com> ---
As I explained in comment 8, I'm reluctant to try updating my OpenCL SDK as I
don't want to break whichever product is using it. I don't have time to
reinstall every piece of simulation software I use, as I have more pressing
concerns right now.

Simply having an outdated SDK should not cause LibreOffice to hang -
particularly in applications, such as when Writer and Impress, that supposedly
do not use OpenCL.

Incidentally, can you explain why the 32-bit LibreOffice runs just fine, while
the 64-bit version hangs? If it's because the 64-but version tries to use my
OpenCL driver, while the 32-bit version doesn't, then is there a way I can
disable use of OpenCL in the 64-bit version to verify whether that is the
actually the cause of the hang? At least then I'd know whether it was worth my
time updating the OpenCL SDK when I do get the time...

Thanks for your assistance!

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

Aron Budea <***@caesar.elte.hu> changed:

What |Removed |Added
----------------------------------------------------------------------------
Status|NEEDINFO |UNCONFIRMED
CC| |***@iki.fi
Ever confirmed|1 |0

--- Comment #18 from Aron Budea <***@caesar.elte.hu> ---
Mike, you're absolutely right the old SDK *should* work with LibreOffice.
However things often don't work as they should. (otherwise you wouldn't be
reluctant to update your SDK, right?) I can't give you an explanation, as I
don't have a similar hardware and software configuration to yours, and can't
investigate. And unless there's someone who can, and is willing to do that,
this issue will not be investigated.

Fortunately it likely can be fixed without that. We can probably safely disable
OpenCL in LibreOffice on systems with that driver version.

Tor, what do you think, could this Intel SDK's OpenCL driver be blacklisted?

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

Xisco Faulí <***@libreoffice.org> changed:

What |Removed |Added
----------------------------------------------------------------------------
Keywords| |needsDevAdvice
CC| |***@libreoffice.org

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

Xisco Faulí <***@libreoffice.org> changed:

What |Removed |Added
----------------------------------------------------------------------------
Status|UNCONFIRMED |NEEDINFO
Ever confirmed|0 |1

--- Comment #19 from Xisco Faulí <***@libreoffice.org> ---
@Mike,
Could you please try to reproduce it with the latest version of LibreOffice
from https://www.libreoffice.org/download/libreoffice-fresh/ ?
I have set the bug's status to 'NEEDINFO'. Please change it back to
'UNCONFIRMED' if the bug is still present in the latest version.

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #20 from QA Administrators <qa-***@libreoffice.org> ---
Dear Bug Submitter,

This bug has been in NEEDINFO status with no change for at least
6 months. Please provide the requested information as soon as
possible and mark the bug as UNCONFIRMED. Due to regular bug
tracker maintenance, if the bug is still in NEEDINFO status with
no change in 30 days the QA team will close the bug as INSUFFICIENTDATA
due to lack of needed information.

For more information about our NEEDINFO policy please read the
wiki located here:
https://wiki.documentfoundation.org/QA/Bugzilla/Fields/Status/NEEDINFO

If you have already provided the requested information, please
mark the bug as UNCONFIRMED so that the QA team knows that the
bug is ready to be confirmed.

Thank you for helping us make LibreOffice even better for everyone!

Warm Regards,
QA Team

MassPing-NeedInfo-Ping-20180731

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

QA Administrators <qa-***@libreoffice.org> changed:

What |Removed |Added
----------------------------------------------------------------------------
Status|NEEDINFO |RESOLVED
Resolution|--- |INSUFFICIENTDATA

--- Comment #21 from QA Administrators <qa-***@libreoffice.org> ---
Dear Bug Submitter,

Please read this message in its entirety before proceeding.

Your bug report is being closed as INSUFFICIENTDATA due to inactivity and
a lack of information which is needed in order to accurately
reproduce and confirm the problem. We encourage you to retest
your bug against the latest release. If the issue is still
present in the latest stable release, we need the following
information (please ignore any that you've already provided):

a) Provide details of your system including your operating
system and the latest version of LibreOffice that you have
confirmed the bug to be present

b) Provide easy to reproduce steps – the simpler the better

c) Provide any test case(s) which will help us confirm the problem

d) Provide screenshots of the problem if you think it might help

e) Read all comments and provide any requested information

Once all of this is done, please set the bug back to UNCONFIRMED
and we will attempt to reproduce the issue. Please do not:

a) respond via email

b) update the version field in the bug or any of the other details
on the top section of our bug tracker

Warm Regards,
QA Team

MassPing-NeedInfo-20180903

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

Buovjaga <***@suomi24.fi> changed:

What |Removed |Added
----------------------------------------------------------------------------
Severity|normal |major
Resolution|INSUFFICIENTDATA |---
Status|RESOLVED |NEW

--- Comment #22 from Buovjaga <***@suomi24.fi> ---
This is still an issue:
https://www.reddit.com/r/libreoffice/comments/9fzhx0/libreoffice_wont_open_6103/

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #23 from Mike Allen <***@hindsight-consulting.com> ---
Apologies for the late reply.

I no longer have access to the machine on which I found this problem. If I get
a moment or two, I'll try installing OpenCL on a machine on which I have 64-bit
LibreOffice installed and will check to see if I'm still encountering the
problem.

Thanks for your assistance!

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #24 from kaya <***@gmail.com> ---
If you are the new user of windows 10 you have to know that how to take
screenshot in windows 10 to save the time and space in the PC and you can get
the solution from here http://screenshotwindows.net .

[b***@bugs.documentfoundation.org]

https://bugs.documentfoundation.org/show_bug.cgi?id=105084

--- Comment #25 from Devin Hussey <***@gmail.com> ---
Confirmed on a Fujitsu Lifebook P771.

Windows 10 Pro x64 1809, build 17763.134
Intel Core i7-2617M vPro (Sandy Bridge) @ 1.50 GHz
Intel HD Graphics 3000 integrated graphics (maybe our culprit), no secondary
card
Intel driver 9.17.10.4459 (latest from Windows Update causes blurry text, and
the card does show up as "unsupported")
4 GB RAM
1280x800 display

LibreOffice:
Version: 6.1.3.2 (x64)
Build ID: 86daf60bf00efa86ad547e59e09d6bb77c699acb
CPU threads: 4; OS: Windows 10.0; UI render: default;
Locale: en-US (en_US); Calc: threaded

When starting it from a clean install (just reinstalled to upgrade to x64), it
hangs on a blank screen when running LibreOffice with 40% CPU usage according
to Task Manager. Launching Writer causes a silent background process that
apparently restarts itself over and over.

Starting in Safe Mode and disabling hardware acceleration makes things work
without issues.

It does appear that OpenGL blacklists the 3000, but OpenCL does not. Perhaps we
should blacklist it until we fix it?