Posts tagged "symbol"

Acrobat/Reader: Application crash using HP Universal Print driver

Issue

 When you use the Hewlett-Packard Universal Printer driver, Adobe Reader and Acrobat may crash. The following error may appear in the OS event log:

Access violation - code c0000005 (first chance)
First chance exceptions are reported before any exception handling.
This exception may be expected and handled.
eax=083a8310 ebx=0701649c ecx=08431f30 edx=00000be8 esi=00000000 edi=0000002c eip=0700bf92 esp=0012cea4 bp=0012cef4 iopl=0
 nv up ei pl nz na pe nc cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000 fl=00210206

*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\Programme\Adobe\Acrobat 8.0\Reader\BIB.dll -BIB!BIBLockSmithAssertNoLocksImpl+0x4b7b:0700bf92 0fb772fe
 movzx esi,word ptr [edx-2] s:0023:00000be6=????0:000> kb
*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\WTSRV\system32\ntdll.dll -
*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\Programme\Adobe\Acrobat 8.0\Reader\AGM.dll -

Explanation

This issue occurs only after printing multiple times; sometimes only after the fourth or fifth print job. It is only reproducible in certain environments (for example, German Windows locale, with a German domain).  This issue was thought to be an Adobe issue, based on the error message above pointing to an Adobe DLL.

After further investigation, Adobe discovered that strange results from the call to the Microsoft API “DeviceCapabilities” cause this error. When correct, this call returns the number of pages that were sent to the printer. For a document with 22 pages, it sometimes returns 39 sometimes 22 and sometimes -1, which means the function failed. Any result other than 22 is false and could result in the crash. If the function returns 39, then there is space for 39 pages reserved in memory when only 22 are written. Therefore, some other memory is overwritten by mistake, which would result in an application crash.

HP have developed an updated driver to fix this issue.  Other customers experiencing this issue should contact HP to get the updated driver.

reference: (181283908/2558881)

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