2 Replies Latest reply on Apr 10, 2018 4:38 PM by Intel Corporation

    Intel Online Connect services causes Windows to crash

    WebMaximus

      The other day I encountered a very weird issue where I was no longer able to logon to PayPal. As soon as I clicked the Login button my PC would crash.

       

      First I thought maybe it was some kind of virus causing this but after scanning my PC with multiple scanners where it came out clean after all scans I started looking elsewhere. Analyzing the mini dump file created as well as doing some Google searching I eventually found out it's Intel Online Connect causing all this. Other people apparently experienced the same issue using Steam.

       

      From what I learned, this technology is for people using touch screens. Since I'm not using a touch screen I figured I would get rid of it but couldn't find out how to uninstall this software since it wasn't found in the list of installed applications. I did find a number of services though and after stopping those that were running and changing the startup type from Automatic to Manual the problem went away and I'm able to logon to PayPal again.

       

      Is this an already known issue and what plans are there for a proper fix?

       

      Edited to add I'm using Windows 10 Version 1709 (OS Build 16299.98)

        • 1. Re: Intel Online Connect services causes Windows to crash
          maryt_intel

          Hi,

          I apologize for the delay. I found someone internally with knowledge on this product and we need a little more information.

          Would it be possible to get system configuration and logs to understand the issue?  Here are the system configuration details required:

          i. Platform manufacturer and model being used

          ii. Processor (Grab this information string from Control Panel\System and Security\System – Processor)

          iii. OS version (Run winver.exe to get this)

          iv. ME FW version

          v. ME SW version

          vi. Graphics driver version

          vii. Fingerprint sensor driver version

          We’d like to get a copy of all the logs from the following locations:

          i. C:\ProgramData\Intel\Intel® Online Connect\logs

          ii. C:\ProgramData\Intel\Intel® Online Connect Access\Logs

           

          When you reply, the Attach button is in the lower right hand corner. We look forward to hearing back from you.

           

          Thanks,

          Mary T.

          Support Community Manager

          • 2. Re: Intel Online Connect services causes Windows to crash
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello WebMaximus

            I was checking your case and would like to know if you still need assistance with Intel® Online Connect; if you still need assistance please provide the information requested above.  
             
            Regards,
            Leonardo C.