Knowledgebase: Error message when starting ONE

Posted by Colin Jennings, Last modified by Andy Mitchell on 23 October 2012 18:31

The Problem:

  • You have successfully downloaded and installed ONE or
  • You have upgraded ONE to the latest version or
  • You are not aware of any changes to your computer
  • In any case, ONE will not run.

Perhaps you are getting an error similar to the following:

Application has generated an exception that cannot be handled. Process Id 0x90c (2316), Thread ID 0x910 (2320)

Click ok to terminate application
Click cancel to debug the application

In the vast majority of cases these errors are caused by ONE not having the required permissions to execute on your computer or your anti-virus software blocking ONE from running and accessing the Internet (note that some anti-virus software reacts to a re-install of ONE or even to an upgrade of the anti-virus software itself so this problem can occur apparently randomly).

The Solution:

1. Try running ONE as "Administrator" (right mouse click on the short-cut icon and select "Run as administrator").

2. Check your anti-virus software has granted ONE the status of a “trusted application” and is allowed access to the Internet. If you do not know how to do this please refer to your Anti-virus help documentation or support.

If you are unable to determine how your anti-virus treats ONE then uninstalling the anti-virus is the only way to prove definitively whether the anti-virus is the cause of the problem or not. Note that just disabling the anti-virus software is not sufficient – it must be uninstalled.

IMPORTANT: Please make sure you disconnect your PC from the internet before uninstalling or disabling your anti-virus software to avoid potential intrusions.

If ONE runs normally after uninstalling your anti-virus software, then please refer to your anti-virus support for further help reinstalling the anti-virus software with ONE enabled as a “trusted application”.


If the error continues after uninstalling the anti-virus software then the issue will generally be caused by a local problem or corruption on your Windows operating system. Your options are:

3.   Try using a different computer if you have access to one. This will help to isolate the cause of the issue, whether it is local to your computer or not.

4.   Use a virtual Windows environment – for example, there is one supplied free with certain versions of Windows 7 (for more information see This proves that ONE will run in a vanilla Windows environment.

5.   As a last resort you could try a “Windows repair” – this utility can be found on your windows installation disks. However please note that you run this at your own risk and heed Microsoft’s recommendation that you backup your data before running the repair. If there was a corruption in the Windows operating system, this should fix the problem and allow ONE to run normally.