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IE 11 Crashes When Trying to Print RRS feed

  • Question

  • I have a user running Windows 8.1 on a Surface Pro 3.  IE 11 came pre-installed on the Surface.  Whenever she tries to print something from IE, it crashes instantly.  Event ID 1000 is logged in the Application log.  I can post that event information if needed, but it all seems to be a rather generic report that IE crashed.  The problem seems to be limited to her Windows profile.  Here are the things that I have tried:

    • Launched IE from an elevated command prompt.
    • Launched IE in x86 mode.
    • Ran the Troubleshooting applet in the Control Panel.
    • Internet Options > Advanced > Enabled the User software rendering instead of GPU rendering.
    • Clean boot (Problem still occurs).
    • Reset IE.

    I did come across a similar thread on this forum that gave instructions for creating a crash dump file and posting it online.  I have created a crash dump file which you should be able to view at the below link.  However, I have no experience analyzing crash dump files, and a quick Google search yielded results which suggest that I would need to install some tools that I would most likely not be allowed to install on my work machine, so I am hoping someone can help with analysis of the file.

    https://onedrive.live.com/redir?resid=3608EC5E7FAA93CE!509&authkey=!ACM0bQaKzCUceBY&ithint=folder%2cdmp

    Thanks in advance for any help that you can offer!

    --Tom


    • Edited by thomasm516 Thursday, December 24, 2015 2:37 PM Formatting change for readability.
    Thursday, December 24, 2015 2:36 PM

Answers

  • Also, looking at the dump file shows the dlxzijdm.dll is causing the crash:

    *** WARNING: Unable to verify timestamp for dlxzijdm.dll
    *** ERROR: Module load completed but symbols could not be loaded for dlxzijdm.dll
    Probably caused by : dlxzijdm.dll ( dlxzijdm+7582 )

    Some info on the presently installed dlxzijdm.dll :

    0:018> lmvm dlxzijdm
    Browse full module list
    start             end                 module name
    00000000`01080000 00000000`0108d000   dlxzijdm T (no symbols)          
        Loaded symbol image file: dlxzijdm.dll
        Image path: C:\Windows\System32\spool\drivers\x64\3\dlxzijdm.dll
        Image name: dlxzijdm.dll
        Browse all global symbols  functions  data
        Timestamp:        Tue Jul 14 20:56:28 2009 (4A5D293C)
        CheckSum:         00012858
        ImageSize:        0000D000
        File version:     0.3.0.0
        Product version:  1.0.19.0
        File flags:       0 (Mask 3F)
        File OS:          40004 NT Win32
        File type:        2.1 Dll
        File date:        00000000.00000000
        Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

    The dlxzijdm.dll appears to be "Dell PCL6 Printer Driver" so try uninstalling and then reinstalling the Dell printer driver using the latest version available.


    Friday, December 25, 2015 1:04 AM

All replies

  • Hi,

    Could you do check below things as well,

    IE patches need to install up to date

    Also Clear windows temp & profile temp files. Once cleared run the factory reset than try again.

    Check the printer status in control panel->printer and remove outdated printers from their.


    Regards, Krselva Please remember to mark the replies as answers if its helps you, and unmark the answers if it is not help you.

    Thursday, December 24, 2015 8:11 PM
  • Also, looking at the dump file shows the dlxzijdm.dll is causing the crash:

    *** WARNING: Unable to verify timestamp for dlxzijdm.dll
    *** ERROR: Module load completed but symbols could not be loaded for dlxzijdm.dll
    Probably caused by : dlxzijdm.dll ( dlxzijdm+7582 )

    Some info on the presently installed dlxzijdm.dll :

    0:018> lmvm dlxzijdm
    Browse full module list
    start             end                 module name
    00000000`01080000 00000000`0108d000   dlxzijdm T (no symbols)          
        Loaded symbol image file: dlxzijdm.dll
        Image path: C:\Windows\System32\spool\drivers\x64\3\dlxzijdm.dll
        Image name: dlxzijdm.dll
        Browse all global symbols  functions  data
        Timestamp:        Tue Jul 14 20:56:28 2009 (4A5D293C)
        CheckSum:         00012858
        ImageSize:        0000D000
        File version:     0.3.0.0
        Product version:  1.0.19.0
        File flags:       0 (Mask 3F)
        File OS:          40004 NT Win32
        File type:        2.1 Dll
        File date:        00000000.00000000
        Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

    The dlxzijdm.dll appears to be "Dell PCL6 Printer Driver" so try uninstalling and then reinstalling the Dell printer driver using the latest version available.


    Friday, December 25, 2015 1:04 AM
  • krselva,

    Thanks for the reply.  I have been hoping to avoid doing a reset to factory defaults, so I will leave that as a last resort.  However, I will take a look at your other suggestions.

    --Tom

    Monday, December 28, 2015 3:12 PM
  • Auggy,

    Thanks for the reply.  The user does have a Dell printer so I will definitely check that out.

    --Tom

    Monday, December 28, 2015 3:16 PM
  • You're welcome, and good luck!
    • Edited by auggyMVP Monday, December 28, 2015 10:26 PM
    Monday, December 28, 2015 10:26 PM
  • Just wanted to check in and say that I have not been able to hook up with the user to try re-installing that Dell printer.  Once I have been able to try that option, I will post the results here.

    --Tom

    Thursday, December 31, 2015 5:39 PM
  • OK, thanks for the follow up.
    Friday, January 1, 2016 1:13 AM
  • Victory at long last!

    I was able to contact the user today.  I removed the Dell printer for the user, then logged in as the administrator, went into Print Management (printmanagement.msc) and tried to delete the driver package.  It kept telling me that the driver was in use, even though there were no installed printers using it, so I stopped and restarted the print spooler, and that allowed me to remove the driver package.

    I then had the user log on again and try to print from IE *without* the Dell printer installed.  It worked.  I then installed the newest driver for the Dell printer.  At the end of the installation process it prompted for a reboot.  After the reboot we printed a document from IE to the Dell printer and it worked.

    Thanks for the help!

    Monday, January 4, 2016 9:03 PM
  • That's good news! Thanks for letting us know that it's working now and how you fixed it.
    Tuesday, January 5, 2016 2:51 AM