Error Problem

Question

Hello,

It seems like something is affecting my OneNote and Sticky Notes app. I'm getting the error code "the exception unknown software exception 0xe0000002 occurred the application at location 0x00007FF86E7B831A".

All help is appreciated, thanks!

Answer 1

Hi Caitlin,

I'm Ahmed, and I'm here to help. Apologies for the issue you're facing, and I'm happy to assist in resolving it.

1. Have you recently installed any updates, drivers, or third-party software?
2. Does the issue occur when launching these apps, or does it happen during specific interactions (e.g., syncing notes, editing, etc.)?

Additionally, Please follow these troubleshooting steps:

1. Close both OneNote and Sticky Notes completely and restart your computer to rule out any temporary system glitches.
2. Update Windows and Apps:

• Go to Settings > Update & Security > Windows Update and check for updates.

3. Open the Microsoft Store, go to Library, and click on Get Updates to ensure the apps are up to date.
4. Check for Corrupted System Files:

• Open Command Prompt as Administrator.
• Type sfc /scannow and press Enter.
• Wait for the scan to complete and follow any on-screen instructions.

5. Reset or Repair the Apps:

• Go to Settings > Apps > Apps & Features.
• Locate the app in the list, click on it, and choose Advanced Options.
• Try selecting Repair first, and if the issue persists, choose Reset.

Please let me know how it goes!

Answer 2

If you're experiencing syncing issues, try logging out of your account and then logging back in to see.

While using OneNote and Sticky Notes, please check the following:

1. Check Memory and CPU Usage

• Open Task Manager (Ctrl + Shift + Esc) and monitor the memory and CPU usage when the syncing errors occur or when the app freezes/crashes.
• Identify any processes consuming excessive resources and take note of them.

2. Analyze Storage Space

• Check available storage on the drive where the app stores data:
• Press Win + E > Right-click the drive > Properties.
• Ensure you have at least 10-20% free space for proper app functionality.

3. Delete Syncing Errors

If syncing errors persist:

4. Clear local app cache: Look for cache-clearing options within the app's settings.

Delete error logs manually:

• Open the app's error folder (check the documentation for its location).
• Delete or move old logs to a separate folder.

5. Run a Memory Diagnostic Test Use Windows' built-in Memory Diagnostic Tool:

• Press Win + R, type mdsched.exe, and press Enter.
• Choose "Restart now and check for problems."
• This will check for faulty RAM.

Looking forward to your response.

Answer 3

Hi Caitlin,

I'm Ahmed, and I'm here to help. Apologies for the issue you're facing, and I'm happy to assist in resolving it.

1. Have you recently installed any updates, drivers, or third-party software?
2. Does the issue occur when launching these apps, or does it happen during specific interactions (e.g., syncing notes, editing, etc.)?

Additionally, Please follow these troubleshooting steps:

1. Close both OneNote and Sticky Notes completely and restart your computer to rule out any temporary system glitches.
2. Update Windows and Apps:

• Go to Settings > Update & Security > Windows Update and check for updates.

3. Open the Microsoft Store, go to Library, and click on Get Updates to ensure the apps are up to date.
4. Check for Corrupted System Files:

• Open Command Prompt as Administrator.
• Type sfc /scannow and press Enter.
• Wait for the scan to complete and follow any on-screen instructions.

5. Reset or Repair the Apps:

• Go to Settings > Apps > Apps & Features.
• Locate the app in the list, click on it, and choose Advanced Options.
• Try selecting Repair first, and if the issue persists, choose Reset.

Please let me know how it goes!

Hello Ahmed!

1. No, I have not recently installed any updates, drivers, or third-party software.
2. Both. First, it happened during specific interactions (e.g., syncing notes, editing, etc.), then, the issue occurred when launching those apps, now it's back to when I'm trying to edit and it doesn't sync, and it also often freezes and crashes.

I've had 9 syncing errors so far, and I'm wondering how to fix this and delete them, as I've already followed the steps you gave me yesterday. I also checked for Malware, checked the Event Viewer, and performed a clean boot, and none of that is an issue. However, I all the sudden got a popup earlier today saying I'm either using a high usage of memory, or something to do with storage space (I can't remember). So now, I'm starting to think it's either a memory issue or a storage space issue.