AdGuardVPNForWindows Unknown software exception 0x00007FFD078AAB6A

Please answer the following questions for yourself before submitting an issue.

[x] I checked the knowledge base and found no answer
[x] I checked to make sure that this issue has not already been filed

AdGuard VPN version

2.5.1 (1700)

Environment

- OS:
Выпуск	Windows 11 Pro
Версия	24H2
Дата установки	‎13.‎11.‎2024
Сборка ОС	26100.3476
Взаимодействие	Пакет интерфейса компонентов Windows 1000.26100.54.0

- Other network-level software: AdGuard for Windows 7.20.2 (4988) (CL 1.17.108, DL 2.5.51 ), Kaspersky Antivirus 21.20.8.505

Which DNS server do you use?

Default

Custom DNS

No response

Use Wintun

[x] yes, I do

Issue Details

Steps to reproduce:

Enable debug loggings
Shutdown OS
Enjoy the exception sometimes and then OS stuck

Expected Behavior

No response

Actual Behavior

We have an exception sometimes when OS shutting down

Screenshots

Screenshot 1

Additional Information

The verbose logs will be sent next feww minutes

Mar 24 '25 20:03 ammnt

Got it sometimes also

Mar 25 '25 03:03 shamarin

On nightly versions

Mar 25 '25 03:03 shamarin

@ammnt @shamarin Hello!

Unfortunately, we were unable to reproduce the issue on our side. So in order to diagnose and troubleshoot this issue, we need to get your application logs.

Here's what we need you to do:

Go to Settings → App settings → Logging level → Record everything.
Reproduce the problem, then remember the exact time it happened.
Open Support tab → Export logs and system info.
Send the archive to [email protected]: — include [windows] keyword and ISSUE_NUMBER in the subject of your email — specify the exact time when the issue occurred

Mar 27 '25 09:03 AlexandrPkhm

@ammnt @shamarin Hello!

Unfortunately, we were unable to reproduce the issue on our side. So in order to diagnose and troubleshoot this issue, we need to get your application logs.

Here's what we need you to do:
1. Go to _Settings → App settings → Logging level → Record everything_.

2. Reproduce the problem, then remember the exact time it happened.

3. Open _Support tab → Export logs and system info_.

4. Send the archive to [[email protected]](mailto:[email protected]):
   — include `[windows]` keyword and `ISSUE_NUMBER` in the subject of your email
   — specify the exact time when the issue occurred

@AlexandrPkhm it happens periodically, not allways. When i sended you logs with torrent investigation it happens in it. Maybe there to watch.

Mar 27 '25 09:03 shamarin

@AlexandrPkhm, the verbose logs has been sent just now

Mar 27 '25 09:03 ammnt

@ammnt, hello! Could you please check whether the folder C:\ProgramData\AdguardVPN\Crashes is empty? If it's not, could you send its contents to the aforementioned email? Also, I understand it’s been some time since the report, but by any chance, do you remember the date and time when this happened?

Apr 07 '25 11:04 vankos

@vankos, unfortunately this directory is empty. No, I don't remember when this happened exactly, but you can inspect my logs, which I have sent before

Apr 07 '25 13:04 ammnt

@ammnt, hello! Could you please check whether the folder C:\ProgramData\AdguardVPN\Crashes is empty? If it's not, could you send its contents to the aforementioned email? Also, I understand it’s been some time since the report, but by any chance, do you remember the date and time when this happened?

Will watch mine directory today for craches reports

Apr 07 '25 14:04 shamarin

In that directory I also have no crash fiile.

Apr 07 '25 18:04 shamarin

@ammnt, @shamarin Hi, could you please update to the latest nightly build? We’ve made some changes that might potentially fix this issue. https://agrd.io/windows_vpn_nightly

Apr 24 '25 07:04 vankos

@ammnt, @shamarin Hi, could you please update to the latest nightly build? We’ve made some changes that might potentially fix this issue. https://agrd.io/windows_vpn_nightly

Allready on it. Will watch if this issue exist.

Apr 24 '25 07:04 shamarin

@ammnt, @shamarin Hi, could you please update to the latest nightly build? We’ve made some changes that might potentially fix this issue. https://agrd.io/windows_vpn_nightly

2 days and no errors

Apr 26 '25 08:04 shamarin

Got it again.

May 01 '25 05:05 shamarin

That's a shame. Could you please retrieve the logs from the new version after it happens again?

May 12 '25 08:05 vankos

That's a shame. Could you please retrieve the logs from the new version after it happens again?

@vankos if it will happens again. from last such error no more again for two weeks. Last time before it torrent client was working via VPN. But torrenting issue still is not fixed in latest nightly builds. may be some correlation with that.

May 12 '25 08:05 shamarin

Hm, interesting. Could you please give me a link to the torrenting issue you’re talking about?

May 12 '25 09:05 vankos

Hm, interesting. Could you please give me a link to the torrenting issue you’re talking about?

https://github.com/AdguardTeam/VpnLibs/issues/62

May 12 '25 09:05 shamarin

@vankos removed qbittorrent torrent client from exeptions and stsrt torrenting via VPN. And just before system shutdown or reboot got this error again. So issue #62 is correlated with that.

May 12 '25 21:05 shamarin

@shamarin If the current problem is indeed related to 62, could you try enabling the kill switch in the settings and check if the issue persist?

May 14 '25 11:05 vankos

@shamarin If the current problem is indeed related to 62, could you try enabling the kill switch in the settings and check if the issue persist?

Exist. It was enabled during this problem.

May 14 '25 11:05 shamarin

I cannot reproduce the problem with active qBittorrent myself. Could you please enable verbose logging and send us the logs from the latest nightly version after the problem happens again, along with the approximate time it occurred?

Alternatively, if you remember time when the issue last happened on the last nightly and you already had verbose logging enabled, you can just send us the existing logs.

Also, if you can export and send us the events from the Event Viewer that occurred around the time of the error, that would be great.

May 15 '25 07:05 vankos

I cannot reproduce the problem with active qBittorrent myself. Could you please enable verbose logging and send us the logs from the latest nightly version after the problem happens again, along with the approximate time it occurred?

Alternatively, if you remember time when the issue last happened on the last nightly and you already had verbose logging enabled, you can just send us the existing logs.

Also, if you can export and send us the events from the Event Viewer that occurred around the time of the error, that would be great.

Ok, will try to reproduce it again. Seams that it happens when VPN is not turned off before rebooting or terminating OS.

May 15 '25 08:05 shamarin

I cannot reproduce the problem with active qBittorrent myself. Could you please enable verbose logging and send us the logs from the latest nightly version after the problem happens again, along with the approximate time it occurred?

Alternatively, if you remember time when the issue last happened on the last nightly and you already had verbose logging enabled, you can just send us the existing logs.

Also, if you can export and send us the events from the Event Viewer that occurred around the time of the error, that would be great.

With the latest nigthly build 2.6.0 nigthly 41 build can't reproduce it also. Seams that fixed.

May 18 '25 20:05 shamarin

@shamarin, great news! @ammnt, could you also update to the latest nightly and check?

May 19 '25 07:05 vankos

I am closing the issue. If the exception occurs again, feel free to reopen it or create a new one.

May 26 '25 13:05 vankos