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IE 11 crashes whenever the print button in print dialog is clicked while printing reports created by Crystal Reports RRS feed

  • Question

  • IE 11 (11.0.9600.18617) crashed whenever the print button in the print dialog is clicked when printing reports of Crystal Reports. Crystal Reports ActiveX control is ‘Crystal Reports Print Control 14.0 version 14.1.5.1501. Tested on 5 Windows 7 workstations, 2 having the same problem, 3 others no problems. The crystal reports print control and IE 11 versions are the same for all these workstations. The Windows patch levels are the same for all these computers. Application event log shows event id 1000: Faulting application IEXPLORE.EXE, version 11.0.9600.18616, faulting module ntdll.dll, version 6.1.7601.24094, exception code: 0xc0000374, fault offset: 0x000ce9fb, faulting process id: 0x972a0. 


    I had tried replacing the printcontrol.dll from another working computer, it didn't help.
    I had tried uninstall and re-install IE 11, it didn't help.
    I had tried re-register printcontrol.dll, it didn't help.
    The problem is the same regardless who login to Windows.
    The problem is the same regardless if IE is run with elevated privilege or not.
    If IE is started with no add-on the print dialog won't appear when Crystal Reports call for printing, it will shows please wait while the Crystal Reports Print Control is loaded, and stay there forever.

    Any help is appreciated.

    Valuable skills are not learned, learned skills aren't valuable.

    Saturday, July 13, 2019 3:06 AM

Answers

  • On WKS-004 and WKS-006 I renamed the csprintdlg.dll to csprintdlg.dll.old, then copy the csprintdlg.dll from WKS-005 over. This works.

    Valuable skills are not learned, learned skills aren't valuable.

    • Marked as answer by SingChung Friday, July 19, 2019 12:40 AM
    Thursday, July 18, 2019 9:06 AM

All replies

  • Hi,

    It may help to generate a user mode dump of the crash and see if any further information can be obtained on the crash.

    You can configure Windows to create user-mode dumps. Create a System Restore Point first.

    If you copy and paste the following in Notepad and save as a .reg file (save with the .reg extension and give it any name such as iedump.reg), then right-click the .reg file and select "Merge" to add to the registry, a .dmp file at the time iexplore.exe crashes should be created in the C:\CrashDumps folder:

    Windows Registry Editor Version 5.00
    [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\iexplore.exe]
    "DumpFolder"=hex(2):43,00,3a,00,5c,00,43,00,72,00,61,00,73,00,68,00,44,00,75,\
    00,6d,00,70,00,73,00,00,00


    After Internet Explorer (iexplore.exe) crashes, can you then make the .dmp file available (provide link) via a public folder on OneDrive or similar site?

    Here's a link on using OneDrive:

    http://windows.microsoft.com/en-ca/onedrive/share-file-folder

    More info on collecting user-mode dumps:

    http://msdn.microsoft.com/en-us/library/bb787181(VS.85).aspx

    To stop the creation of the user mode dump files run the following registry file:

    Windows Registry Editor Version 5.00

    [-HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\iexplore.exe]

    You can delete the C:\CrashDumps folder anytime.

    Sunday, July 14, 2019 1:38 PM
  • Auggy,

    I had collected the IE crash dump and had sent you the onedrive link to your personal e-mail address.


    Valuable skills are not learned, learned skills aren't valuable.

    Monday, July 15, 2019 3:30 AM
  • The dump file shows what may be a conflict between the csprintdlg.dll and the ScriptSn.20190223002444.dll:

    Unable to load image C:\Windows\Downloaded Program Files\csprintdlg.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for csprintdlg.dll
    Unable to load image C:\Program Files (x86)\Common Files\McAfee\SystemCore\ScriptSn.20190223002444.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for ScriptSn.20190223002444.dll
    Probably caused by : ntdll.dll ( ntdll!RtlpAnalyzeHeapFailure+0 )

    The csprintdlg.dll is a Crystal Reports module and the ScriptSn.20190223002444.dll is a McAfee module which appears to be related to McAfee ScriptScan.

    Can you try applying the latest service pack/patches for both Crystal Reports and McAfee.


    • Edited by auggyMVP Monday, July 15, 2019 12:54 PM
    Monday, July 15, 2019 12:53 PM
  • I had uploaded two more crash dumps to OneDrive.

    I upgraded the McAfee VirusScan Enterprise (from 8.8.0.1986 to 8.8.0.2024), the scriptsn.dll version changed from 15.0 to 18.0. However, the problem persists. The csprintdlg.dll comes with ActiveX control which when user access the Crystal report page, the ActiveX control is installed. So I can't do an upgrade to this ActiveX.

    In IE crash dump, I ran !analyze and got this:

    Unable to load image C:\Windows\Downloaded Program Files\csprintdlg.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for csprintdlg.dll
    *** ERROR: Module load completed but symbols could not be loaded for csprintdlg.dll
    Unable to load image C:\Program Files (x86)\Common Files\McAfee\SystemCore\ScriptSn.20190716124941.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for ScriptSn.20190716124941.dll
    *** ERROR: Module load completed but symbols could not be loaded for ScriptSn.20190716124941.dll
    *** WARNING: Unable to verify timestamp for csprintdlg_res_en.dll
    *** ERROR: Module load completed but symbols could not be loaded for csprintdlg_res_en.dll
    Unable to load image C:\Windows\Downloaded Program Files\printcontrol.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for printcontrol.dll
    *** ERROR: Module load completed but symbols could not be loaded for printcontrol.dll
    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for ieui.dll - 
    Cannot find frame 0xc1, previous scope unchanged
    Cannot find frame 0xc1, previous scope unchanged
    GetUrlPageData2 (WinHttp) failed: 12002.
    Probably caused by : csprintdlg.dll ( csprintdlg+76a5 )

    Ran !Analyze -v:

    eax=037caf90 ebx=00000000 ecx=7fffffff edx=00000000 esi=00530000 edi=037cc1f8
    eip=7749e9fb esp=037caf80 ebp=037caff8 iopl=0         nv up ei pl zr na pe nc
    cs=0023  ss=002b  ds=002b  es=002b  fs=0053  gs=002b             efl=00000246
    ntdll!RtlReportCriticalFailure+0x57:
    7749e9fb eb12            jmp     ntdll!RtlReportCriticalFailure+0x6b (7749ea0f)
    Resetting default scope

    FAULTING_IP: 
    ntdll!RtlReportCriticalFailure+57
    7749e9fb eb12            jmp     ntdll!RtlReportCriticalFailure+0x6b (7749ea0f)

    EXCEPTION_RECORD:  (.exr -1)
    ExceptionAddress: 7749e9fb (ntdll!RtlReportCriticalFailure+0x00000057)
       ExceptionCode: c0000374
      ExceptionFlags: 00000001
    NumberParameters: 1
       Parameter[0]: 774d4270

    PROCESS_NAME:  iexplore.exe

    ERROR_CODE: (NTSTATUS) 0xc0000374 - A heap has been corrupted.

    EXCEPTION_CODE: (NTSTATUS) 0xc0000374 - A heap has been corrupted.

    EXCEPTION_CODE_STR:  c0000374

    EXCEPTION_PARAMETER1:  774d4270

    WATSON_BKT_PROCSTAMP:  58b84bfb

    WATSON_BKT_PROCVER:  11.0.9600.18616

    PROCESS_VER_PRODUCT:  Internet Explorer

    WATSON_BKT_MODULE:  ntdll.dll

    WATSON_BKT_MODSTAMP:  5abedfcd

    WATSON_BKT_MODOFFSET:  ce9fb

    WATSON_BKT_MODVER:  6.1.7601.24094

    MODULE_VER_PRODUCT:  Microsoft? Windows? Operating System

    BUILD_VERSION_STRING:  6.1.7601.24094 (win7sp1_ldr_escrow.180330-1600)

    MODLIST_WITH_TSCHKSUM_HASH:  81725d0f263952a0277627a704acd37899af3a81

    MODLIST_SHA1_HASH:  1a0d5b3c140ac9e1839b4f48b91c396cb5dd4861

    NTGLOBALFLAG:  0

    APPLICATION_VERIFIER_FLAGS:  0

    DUMP_FLAGS:  94

    DUMP_TYPE:  1

    APP:  iexplore.exe

    ANALYSIS_SESSION_HOST:  SINGCHUNG-TB

    ANALYSIS_SESSION_TIME:  07-16-2019 13:57:25.0195

    ANALYSIS_VERSION: 10.0.10586.567 amd64fre

    THREAD_ATTRIBUTES: 
    ADDITIONAL_DEBUG_TEXT:  Followup set based on attribute [Is_ChosenCrashFollowupThread] from Frame:[0] on thread:[PSEUDO_THREAD]

    LAST_CONTROL_TRANSFER:  from 7749f901 to 7749e9fb

    FAULTING_THREAD:  ffffffff

    THREAD_SHA1_HASH_MOD_FUNC:  7f967add6c7e7282fb0dc5ddabbaeae491d379d2

    THREAD_SHA1_HASH_MOD_FUNC_OFFSET:  040077a81f8db3d52ba5b0ca313dfaa44968a0fa

    OS_LOCALE:  ENE

    PROBLEM_CLASSES: 



    ACTIONABLE_HEAP_CORRUPTION
        Tid    [0x1254]
        Frame  [0x02]: ntdll!RtlpLogHeapFailure
        String [heap_failure_block_not_busy]
        Failure Bucketing



    DOUBLE_FREE
        Tid    [0x1254]
        Frame  [0x02]: ntdll!RtlpLogHeapFailure


    BUGCHECK_STR:  ACTIONABLE_HEAP_CORRUPTION_heap_failure_block_not_busy_DOUBLE_FREE

    DEFAULT_BUCKET_ID:  ACTIONABLE_HEAP_CORRUPTION_heap_failure_block_not_busy

    STACK_TEXT:  
    037caf80 7749e9fb ntdll!RtlReportCriticalFailure+0x57
    037cb000 7749f901 ntdll!RtlpReportHeapFailure+0x21
    037cb010 7749f9e1 ntdll!RtlpLogHeapFailure+0xa1
    037cb044 7744d9ac ntdll!RtlFreeHeap+0x64
    037cb074 75394f83 kernelbase!LocalFree+0x27
    037cb0bc 02f176a5 csprintdlg+0x76a5
    037cb128 76ca2cac usp10!RenderItemWithFallback+0x1dc
    037cb150 76c97436 usp10!ScriptCacheGetHeight+0x26
    037cb16c 76ca4528 usp10!ScriptStringAnalyzeGlyphs+0x318
    037cb1b4 76c97a43 usp10!ScriptStringAnalyse+0x2c3


    THREAD_SHA1_HASH_MOD:  bfbb9207e7ca4483d470ecd1e5249b90e1a182f1

    FOLLOWUP_IP: 
    csprintdlg+76a5
    02f176a5 ??              ???

    SYMBOL_STACK_INDEX:  5

    SYMBOL_NAME:  csprintdlg+76a5

    FOLLOWUP_NAME:  MachineOwner

    MODULE_NAME: csprintdlg

    IMAGE_NAME:  csprintdlg.dll

    DEBUG_FLR_IMAGE_TIMESTAMP:  52717100

    STACK_COMMAND:  .cxr 37cab1c ; kb ; dps 37caf80 ; kb

    FAILURE_BUCKET_ID:  ACTIONABLE_HEAP_CORRUPTION_heap_failure_block_not_busy_c0000374_csprintdlg.dll!Unknown

    BUCKET_ID:  ACTIONABLE_HEAP_CORRUPTION_heap_failure_block_not_busy_DOUBLE_FREE_csprintdlg+76a5

    PRIMARY_PROBLEM_CLASS:  ACTIONABLE_HEAP_CORRUPTION_heap_failure_block_not_busy_DOUBLE_FREE_csprintdlg+76a5

    BUCKET_ID_OFFSET:  76a5

    BUCKET_ID_MODULE_STR:  csprintdlg

    BUCKET_ID_MODTIMEDATESTAMP:  52717100

    BUCKET_ID_MODCHECKSUM:  4b901

    BUCKET_ID_MODVER_STR:  14.1.2.1121

    BUCKET_ID_PREFIX_STR:  ACTIONABLE_HEAP_CORRUPTION_heap_failure_block_not_busy_DOUBLE_FREE_

    FAILURE_PROBLEM_CLASS:  ACTIONABLE_HEAP_CORRUPTION_heap_failure_block_not_busy

    FAILURE_EXCEPTION_CODE:  c0000374

    FAILURE_IMAGE_NAME:  csprintdlg.dll

    FAILURE_FUNCTION_NAME:  Unknown

    BUCKET_ID_FUNCTION_STR:  Unknown

    FAILURE_SYMBOL_NAME:  csprintdlg.dll!Unknown

    WATSON_STAGEONE_URL:  http://watson.microsoft.com/StageOne/iexplore.exe/11.0.9600.18616/58b84bfb/ntdll.dll/6.1.7601.24094/5abedfcd/c0000374/000ce9fb.htm?Retriage=1

    TARGET_TIME:  2019-07-16T05:18:45.000Z

    OSBUILD:  7601

    OSSERVICEPACK:  24094

    SERVICEPACK_NUMBER: 0

    OS_REVISION: 0

    SUITE_MASK:  256

    PRODUCT_TYPE:  1

    OSPLATFORM_TYPE:  x86

    OSNAME:  Windows 7

    OSEDITION:  Windows 7 WinNt (Service Pack 1) SingleUserTS

    USER_LCID:  0

    OSBUILD_TIMESTAMP:  2018-03-31 09:12:18

    BUILDDATESTAMP_STR:  180330-1600

    BUILDLAB_STR:  win7sp1_ldr_escrow

    BUILDOSVER_STR:  6.1.7601.24094

    ANALYSIS_SESSION_ELAPSED_TIME: 66b0

    ANALYSIS_SOURCE:  UM

    FAILURE_ID_HASH_STRING:  um:actionable_heap_corruption_heap_failure_block_not_busy_c0000374_csprintdlg.dll!unknown

    FAILURE_ID_HASH:  {71dbddf4-b886-7751-5370-1b6df45d2eea}

    What can we conclude from this results?


    Valuable skills are not learned, learned skills aren't valuable.

    Tuesday, July 16, 2019 6:12 AM
  • Can you send me a link to the dump files again.

    My email address has recently changed - it is in my profile.

    Tuesday, July 16, 2019 4:15 PM
  • Auggy,

    I had sent the link to your email.

    Yesterday I install Crystal Reports Viewer 2016 on that workstation but I notice it doesn't change the csprintdlg.dll or printcontrol.dll. 


    Valuable skills are not learned, learned skills aren't valuable.


    • Edited by SingChung Wednesday, July 17, 2019 1:53 AM grammar error
    Wednesday, July 17, 2019 1:42 AM
  • The csprintdlg.dll referenced in the crash is at version 14.1.2.1121 

    Can you check the version of the csprintdlg.dll on the workstations that are not having the issue:

    Go to the following folder:

    C:\Windows\Downloaded Program Files

    In that folder right-click the csprintdlg.dll  > Properties > Details

    What is the File version ?

    Wednesday, July 17, 2019 1:31 PM
  • I checked through all the workstations at that site:

    1. WKS-001, csprintdlg.dll version 14.1.2.1121

    2. WKS-002, csprintdlg.dll version 14.1.2.1121

    3. WKS-003, csprintdlg.dll version 14.1.2.1121

    4. WKS-004, csprintdlg.dll version 14.1.2.1121

    5. WKS-005, csprintdlg.dll version 14.1.5.1501

    6. WKS-006, csprintdlg.dll version 14.1.2.1121

    7. WKS-007, csprintdlg.dll version 14.1.5.1501

    WKS-004 and WKS-006 are the ones having this problem, WKS-001, WKS-002, WKS-003, WKS-005 and WKS-007 don't encounter this problem.


    Valuable skills are not learned, learned skills aren't valuable.

    Thursday, July 18, 2019 2:38 AM
  • On WKS-004 and WKS-006 I renamed the csprintdlg.dll to csprintdlg.dll.old, then copy the csprintdlg.dll from WKS-005 over. This works.

    Valuable skills are not learned, learned skills aren't valuable.

    • Marked as answer by SingChung Friday, July 19, 2019 12:40 AM
    Thursday, July 18, 2019 9:06 AM
  • Auggy,

    Thanks for the help.

    I am curious, is it possible to create user mode dump for any application?


    Valuable skills are not learned, learned skills aren't valuable.

    Friday, July 19, 2019 12:42 AM
  • You're welcome. Glad to see you fixed the issue.

    Yes, you can create a user mode dump for just about any application - in the .reg file you created for IE just change iexplore.exe to the .exe you want to create the dump file for.

    Friday, July 19, 2019 2:13 AM