Explorer.exe protection fault when trying to view print properties


G

Guest

Hi,

When I try to access the print properties I get an explorer.exe error. The
printer is an HP 5600 hooked up to a print server (Buffalo LinkStation). I
can open the printer status window and can see printjobs from other computers
without problems. If I try to print, the application from which I am trying
to print crashes.

Error message detail:
Window Message Box with title: C:\WINDOWS\Explorer.exe
Message: "Function address 0x60643e23 caused a protection fault. (exception
code 0xc0000005) Some or all property page(s) may not be displayed."

More background:
The printer worked fine while on a Hawking print server, this problem
started when I moved it to the Buffalo print server. Unfortunately, the
problem only happens on the HP Compaq NC6000 laptops, my two desktops are
unaffected by this issue, so I'm not sure it is the fault of the new print
server.

My computer is fully updated, SP2, and all the printer drivers are the
latest. I already tried older print drivers or HP's basic print drivers
(DJ500 drivers). I've tried adding the printer in any number of ways:
browsing to it on network and double-clicking, adding it as a local port,
adding it as a \\192.168.X.X\lp, adding it as URL printer. No luck, always
the same result.

I've also already spent 2 hours with Buffalo tech-support, they say that I'm
the first to experience this problem and they don't know how to help me. HP
flatly refuses to help because they don't support HP printers hooked up to
non-HP print servers.

I don't know what else to do and hoping for some suggestions. Thanks for
your help.

TFB
 
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A

Alan Morris [MSFT]

I have seen this when one has updated an HP driver using Windows Update.
The new driver supplied by HP for Windows Update contained added features
not compatible with the old version, thus the error loading the UI pages in
properties.

Delete the new driver and any old HP drivers, then add the new one back onto
the system. If other printers are in use or you have some network
connections. Set any local printer to use another driver while you delete
the old and delete the network connections.

After adding the new driver and printer, verify that the properties page can
be opened. Now add the network connections. If any of the connections are
to HP printers make sure you can still open the properties of the 5600 after
adding the connection. If you can't the driver on the remote server also
needs to be updated.

PS if this is your issue, HP has known about this for a while.

If this does not solve the problem, I have a few more tricks up my sleeve.

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no rights.
 
G

Guest

Hi Alan,

Thanks for the reply. I followed your suggested steps, uninstalled all the
driver, removed all printers, deleted all ports. Then I rebooted and
reinstalled the printer.

First, I tried to have the nifty install tool install the printer directly
as a networked printer. However, whenever the setup program would first try
to connect to the printer (i.e. after giving it either the \\IP\lp or
\\linkstation\lp or browsing to the printer) it said: "Setup encountered a
severe error and must now exit. Please reboot and try again."

I rebooted and tried again three times. No luck.

Then I installed the printer locally via USB. All fine and dandy and I'm
able to see the properties. Then I manually added the printer three ways: by
browsing the workgroup, by putting in the IP address, by creating a TCP/IP
port. After that, I could still pull up the properties for the locally
installed printer, but trying to access any of the networked setup options
resulted in the old explorer.exe exception.

BTW, the print server the HP printer is attached to is a Buffalo LinkStation
Network Attached Storage drive and does not provide drivers for printers
hooked up to its included print server.

I think I need some of those tricks you said you had up your sleeve.

Thanks a lot.

TFB

Alan Morris said:
I have seen this when one has updated an HP driver using Windows Update.
The new driver supplied by HP for Windows Update contained added features
not compatible with the old version, thus the error loading the UI pages in
properties.

Delete the new driver and any old HP drivers, then add the new one back onto
the system. If other printers are in use or you have some network
connections. Set any local printer to use another driver while you delete
the old and delete the network connections.

After adding the new driver and printer, verify that the properties page can
be opened. Now add the network connections. If any of the connections are
to HP printers make sure you can still open the properties of the 5600 after
adding the connection. If you can't the driver on the remote server also
needs to be updated.

PS if this is your issue, HP has known about this for a while.

If this does not solve the problem, I have a few more tricks up my sleeve.

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no rights.

TomFromBoston said:
Hi,

When I try to access the print properties I get an explorer.exe error. The
printer is an HP 5600 hooked up to a print server (Buffalo LinkStation). I
can open the printer status window and can see printjobs from other
computers
without problems. If I try to print, the application from which I am
trying
to print crashes.

Error message detail:
Window Message Box with title: C:\WINDOWS\Explorer.exe
Message: "Function address 0x60643e23 caused a protection fault.
(exception
code 0xc0000005) Some or all property page(s) may not be displayed."

More background:
The printer worked fine while on a Hawking print server, this problem
started when I moved it to the Buffalo print server. Unfortunately, the
problem only happens on the HP Compaq NC6000 laptops, my two desktops are
unaffected by this issue, so I'm not sure it is the fault of the new print
server.

My computer is fully updated, SP2, and all the printer drivers are the
latest. I already tried older print drivers or HP's basic print drivers
(DJ500 drivers). I've tried adding the printer in any number of ways:
browsing to it on network and double-clicking, adding it as a local port,
adding it as a \\192.168.X.X\lp, adding it as URL printer. No luck, always
the same result.

I've also already spent 2 hours with Buffalo tech-support, they say that
I'm
the first to experience this problem and they don't know how to help me.
HP
flatly refuses to help because they don't support HP printers hooked up to
non-HP print servers.

I don't know what else to do and hoping for some suggestions. Thanks for
your help.

TFB
 
A

Alan Morris [MSFT]

you will need to attach the NT Source debugger to the explorer.exe process.
ntsd.exe is located in \windows\system32
ModLoad: 01000000 01104000 E:\3576SRV\explorer.exe
ModLoad: 7c800000 7c8c0000 E:\3576SRV\system32\ntdll.dll
ModLoad: 77e40000 77f42000 E:\3576SRV\system32\kernel32.dll
ModLoad: 77f50000 77fec000 E:\3576SRV\system32\ADVAPI32.dll
ModLoad: 77c50000 77cef000 E:\3576SRV\system32\RPCRT4.dll
ModLoad: 75eb0000 75fb0000 E:\3576SRV\system32\BROWSEUI.dll
ModLoad: 77c00000 77c48000 E:\3576SRV\system32\GDI32.dll
ModLoad: 77380000 77412000 E:\3576SRV\system32\USER32.dll
ModLoad: 77ba0000 77bfa000 E:\3576SRV\system32\msvcrt.dll
ModLoad: 77670000 777a4000 E:\3576SRV\system32\ole32.dll
ModLoad: 77da0000 77df2000 E:\3576SRV\system32\SHLWAPI.dll
ModLoad: 77d00000 77d8c000 E:\3576SRV\system32\OLEAUT32.dll
ModLoad: 77980000 77af4000 E:\3576SRV\system32\SHDOCVW.dll
ModLoad: 761b0000 76243000 E:\3576SRV\system32\CRYPT32.dll
ModLoad: 76190000 761a2000 E:\3576SRV\system32\MSASN1.dll
ModLoad: 75360000 753df000 E:\3576SRV\system32\CRYPTUI.dll

Now open the printer properties, this should cause the desktop to freeze,
since the explorer process will break to the debugger. Use Alt Tab to
navigate to the debug window. Type k at the prompt >k
enter
you will see something like the following. Just mark the text and copy to
mail. I am interested in seeing which binaries are loaded as this fails.

type g
enter and this should now display the popup. To return the explore process
to normal, log off then back on.

0:020> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may be
wrong.
0189f55c 7742794a comctl32!DllInstall+0x1671
0189f5a4 77427a4d comctl32!DestroyPropertySheetPage+0xd1
0189f5c4 77429d12 comctl32!DestroyPropertySheetPage+0x1d4
0189f7e0 7742b8b6 comctl32!Ordinal164+0x4fb
0189fba0 7742c446 comctl32!Ordinal164+0x209f
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
E:\3
576SRV\system32\USER32.dll -
0189fc10 7739c3b7 comctl32!Ordinal164+0x2c2f
0189fc3c 77394db3 USER32!EnableMenuItem+0x4cd4
0189fcb8 77394c56 USER32!SetWindowLongW+0x47f
0189fd00 7738ff24 USER32!SetWindowLongW+0x322
0189fd30 7738fd7e USER32!GetDesktopWindow+0x94d
0189fde8 77389ade USER32!GetDesktopWindow+0x7a7
0189fe0c 773a463b USER32!CreateDialogIndirectParamAorW+0x33
0189fe2c 774ab0b5 USER32!CreateDialogIndirectParamW+0x1b
0189fe74 7742ca78 comctl32!InitializeFlatSB+0x9e6
0189fed8 7742ccea comctl32!Ordinal164+0x3261
0189fef0 7742cd05 comctl32!Ordinal164+0x34d3
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
E:\3
576SRV\system32\NETSHELL.dll -
0189ff00 76378f7a comctl32!PropertySheetW+0xf
0189ff38 763701f3 NETSHELL!NetSetupInstallSoftware+0x1f5c5
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
E:\3
576SRV\system32\kernel32.dll -
0189ffb8 77e66063 NETSHELL!NetSetupInstallSoftware+0x1683e
0189ffec 00000000 kernel32!GetModuleFileNameA+0xeb
0:020>



--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no rights.

TomFromBoston said:
Hi Alan,

Thanks for the reply. I followed your suggested steps, uninstalled all the
driver, removed all printers, deleted all ports. Then I rebooted and
reinstalled the printer.

First, I tried to have the nifty install tool install the printer directly
as a networked printer. However, whenever the setup program would first
try
to connect to the printer (i.e. after giving it either the \\IP\lp or
\\linkstation\lp or browsing to the printer) it said: "Setup encountered a
severe error and must now exit. Please reboot and try again."

I rebooted and tried again three times. No luck.

Then I installed the printer locally via USB. All fine and dandy and I'm
able to see the properties. Then I manually added the printer three ways:
by
browsing the workgroup, by putting in the IP address, by creating a TCP/IP
port. After that, I could still pull up the properties for the locally
installed printer, but trying to access any of the networked setup options
resulted in the old explorer.exe exception.

BTW, the print server the HP printer is attached to is a Buffalo
LinkStation
Network Attached Storage drive and does not provide drivers for printers
hooked up to its included print server.

I think I need some of those tricks you said you had up your sleeve.

Thanks a lot.

TFB

Alan Morris said:
I have seen this when one has updated an HP driver using Windows Update.
The new driver supplied by HP for Windows Update contained added features
not compatible with the old version, thus the error loading the UI pages
in
properties.

Delete the new driver and any old HP drivers, then add the new one back
onto
the system. If other printers are in use or you have some network
connections. Set any local printer to use another driver while you
delete
the old and delete the network connections.

After adding the new driver and printer, verify that the properties page
can
be opened. Now add the network connections. If any of the connections
are
to HP printers make sure you can still open the properties of the 5600
after
adding the connection. If you can't the driver on the remote server
also
needs to be updated.

PS if this is your issue, HP has known about this for a while.

If this does not solve the problem, I have a few more tricks up my
sleeve.

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Hi,

When I try to access the print properties I get an explorer.exe error.
The
printer is an HP 5600 hooked up to a print server (Buffalo
LinkStation). I
can open the printer status window and can see printjobs from other
computers
without problems. If I try to print, the application from which I am
trying
to print crashes.

Error message detail:
Window Message Box with title: C:\WINDOWS\Explorer.exe
Message: "Function address 0x60643e23 caused a protection fault.
(exception
code 0xc0000005) Some or all property page(s) may not be displayed."

More background:
The printer worked fine while on a Hawking print server, this problem
started when I moved it to the Buffalo print server. Unfortunately, the
problem only happens on the HP Compaq NC6000 laptops, my two desktops
are
unaffected by this issue, so I'm not sure it is the fault of the new
print
server.

My computer is fully updated, SP2, and all the printer drivers are the
latest. I already tried older print drivers or HP's basic print drivers
(DJ500 drivers). I've tried adding the printer in any number of ways:
browsing to it on network and double-clicking, adding it as a local
port,
adding it as a \\192.168.X.X\lp, adding it as URL printer. No luck,
always
the same result.

I've also already spent 2 hours with Buffalo tech-support, they say
that
I'm
the first to experience this problem and they don't know how to help
me.
HP
flatly refuses to help because they don't support HP printers hooked up
to
non-HP print servers.

I don't know what else to do and hoping for some suggestions. Thanks
for
your help.

TFB
 
G

Guest

Ok, this was exciting, I've never used the NT Source debugger. Here is the
output you requested: (plus, after the ***** I added some curious stuff that
popped up in ntsd before the explorer.exe threw the exception (i.e. before I
pressed k))

0:016> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may be
wrong.
00bff290 60649c1b hpzpm309!DrvQueryJobAttributes+0x181b
00bff4dc 606485ce hpzpm309!DrvQueryJobAttributes+0x2c5
00bff800 606481e3 hpzpm309!DrvAdvancedDocumentProperties+0x26d
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\W
INDOWS\system32\WINSPOOL.DRV -
00bff834 730066d3 hpzpm309!DrvDocumentPropertySheets+0x26
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\W
INDOWS\system32\icmui.dll -
00bff86c 670f3b7e WINSPOOL!DocumentPropertiesW+0xae
00bff8a4 670f4153 icmui+0x3b7e
00bff8f0 670f4d4c icmui+0x4153
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\W
INDOWS\system32\SHELL32.dll -
00bff900 7ca78112 icmui!DllCanUnloadNow+0xbd1
00bff928 7ca764e5 SHELL32!Ordinal60+0x697
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\W
INDOWS\system32\printui.dll -
00bff950 74b8f959 SHELL32!Ordinal212+0x7c
00bff96c 74b8fa7d printui!bFolderRefresh+0x67e8
00bff9a4 74b8efd4 printui!bFolderRefresh+0x690c
00bff9b4 74b8f0a3 printui!bFolderRefresh+0x5e63
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
C:\W
INDOWS\system32\compstui.dll -
00bff9c4 6e6912b6 printui!bFolderRefresh+0x5f32
00bffa28 6e690c20 compstui!SetCPSUIUserData+0x398f
00bffc9c 6e690db9 compstui!SetCPSUIUserData+0x32f9
00bffcf4 6e6913c6 compstui!SetCPSUIUserData+0x3492
00bffd28 6e6914c9 compstui!SetCPSUIUserData+0x3a9f
00bffd44 74b8f147 compstui+0x114c9
00bffd64 74b8f8e8 printui!bFolderRefresh+0x5fd6
0:016>


************************************************************

ModLoad: 6e680000 6e6bb000 C:\WINDOWS\system32\compstui.dll
Entering SimpleDocumentPropertiesinside DDPS returning sizeofEntering
SimpleDocu
mentPropertiesinside DDPS returning sizeofEntering
SimpleDocumentPropertiesDM_DE
FAULTSOURCE not setDM_ORIENTATION not setOrientation is not DMORIENT_PORTRAIT
or DMORIENT_LANDSCAPEDM_PAPERSIZE not setdmPaperSize is 0DM_COPIES
not se
tDM_DUPLEX not setdmDuplex is not DMDUP_SIMPLEX or
DMDUP_HORIZONTAL or
DMDUP_VERTICALDM_COLLATE not setDM_ICMMETHOD not setdmICMMethod is
not DMICMMETH
OD_NONE or DMICMMETHOD_SYSTEMDM_ICMINTENT not setdmICMIntent
is not
DMICM_COLORIMETRICDM_MEDIATYPE not setDM_DITHERTYPE not
setdmDitherType is
not DMDITHER_NONEDM_PRINTQUALITY not
setdmPrintQuality is not DMRES_DR
AFT or DMRES_LOW or DMRES_MEDIUM or
DMRES_HIGHIsValidDevmode failedInva
lid source devmode at startAccess violation - code c0000005
(first chance)
eax=00bff3c8 ebx=00000001 ecx=7c91056d edx=d6430024
esi=7c85a215 edi=00000000
eip=6064b171 esp=00bff064 ebp=00bff290 iopl=0 nv up ei
pl zr na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000
efl=00010246
*** WARNING: Unable to verify checksum for
C:\WINDOWS\System32\spool\DRIVERS\W32
X86\3\hpzpm309.dll
*** ERROR: Symbol file could not be found. Defaulted to
export symbols for C:\W
INDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll -
hpzpm309!DrvQueryJobAttributes+181b:
6064b171 f6474902 test byte ptr [edi+0x49],0x2
ds:0023:00000049=??
0:016> k
ChildEBP RetAddr

You see where I typed k.


Alan Morris said:
you will need to attach the NT Source debugger to the explorer.exe process.
ntsd.exe is located in \windows\system32
ModLoad: 01000000 01104000 E:\3576SRV\explorer.exe
ModLoad: 7c800000 7c8c0000 E:\3576SRV\system32\ntdll.dll
ModLoad: 77e40000 77f42000 E:\3576SRV\system32\kernel32.dll
ModLoad: 77f50000 77fec000 E:\3576SRV\system32\ADVAPI32.dll
ModLoad: 77c50000 77cef000 E:\3576SRV\system32\RPCRT4.dll
ModLoad: 75eb0000 75fb0000 E:\3576SRV\system32\BROWSEUI.dll
ModLoad: 77c00000 77c48000 E:\3576SRV\system32\GDI32.dll
ModLoad: 77380000 77412000 E:\3576SRV\system32\USER32.dll
ModLoad: 77ba0000 77bfa000 E:\3576SRV\system32\msvcrt.dll
ModLoad: 77670000 777a4000 E:\3576SRV\system32\ole32.dll
ModLoad: 77da0000 77df2000 E:\3576SRV\system32\SHLWAPI.dll
ModLoad: 77d00000 77d8c000 E:\3576SRV\system32\OLEAUT32.dll
ModLoad: 77980000 77af4000 E:\3576SRV\system32\SHDOCVW.dll
ModLoad: 761b0000 76243000 E:\3576SRV\system32\CRYPT32.dll
ModLoad: 76190000 761a2000 E:\3576SRV\system32\MSASN1.dll
ModLoad: 75360000 753df000 E:\3576SRV\system32\CRYPTUI.dll

Now open the printer properties, this should cause the desktop to freeze,
since the explorer process will break to the debugger. Use Alt Tab to
navigate to the debug window. Type k at the prompt >k
enter
you will see something like the following. Just mark the text and copy to
mail. I am interested in seeing which binaries are loaded as this fails.

type g
enter and this should now display the popup. To return the explore process
to normal, log off then back on.

0:020> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may be
wrong.
0189f55c 7742794a comctl32!DllInstall+0x1671
0189f5a4 77427a4d comctl32!DestroyPropertySheetPage+0xd1
0189f5c4 77429d12 comctl32!DestroyPropertySheetPage+0x1d4
0189f7e0 7742b8b6 comctl32!Ordinal164+0x4fb
0189fba0 7742c446 comctl32!Ordinal164+0x209f
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
E:\3
576SRV\system32\USER32.dll -
0189fc10 7739c3b7 comctl32!Ordinal164+0x2c2f
0189fc3c 77394db3 USER32!EnableMenuItem+0x4cd4
0189fcb8 77394c56 USER32!SetWindowLongW+0x47f
0189fd00 7738ff24 USER32!SetWindowLongW+0x322
0189fd30 7738fd7e USER32!GetDesktopWindow+0x94d
0189fde8 77389ade USER32!GetDesktopWindow+0x7a7
0189fe0c 773a463b USER32!CreateDialogIndirectParamAorW+0x33
0189fe2c 774ab0b5 USER32!CreateDialogIndirectParamW+0x1b
0189fe74 7742ca78 comctl32!InitializeFlatSB+0x9e6
0189fed8 7742ccea comctl32!Ordinal164+0x3261
0189fef0 7742cd05 comctl32!Ordinal164+0x34d3
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
E:\3
576SRV\system32\NETSHELL.dll -
0189ff00 76378f7a comctl32!PropertySheetW+0xf
0189ff38 763701f3 NETSHELL!NetSetupInstallSoftware+0x1f5c5
*** ERROR: Symbol file could not be found. Defaulted to export symbols for
E:\3
576SRV\system32\kernel32.dll -
0189ffb8 77e66063 NETSHELL!NetSetupInstallSoftware+0x1683e
0189ffec 00000000 kernel32!GetModuleFileNameA+0xeb
0:020>



--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no rights.

TomFromBoston said:
Hi Alan,

Thanks for the reply. I followed your suggested steps, uninstalled all the
driver, removed all printers, deleted all ports. Then I rebooted and
reinstalled the printer.

First, I tried to have the nifty install tool install the printer directly
as a networked printer. However, whenever the setup program would first
try
to connect to the printer (i.e. after giving it either the \\IP\lp or
\\linkstation\lp or browsing to the printer) it said: "Setup encountered a
severe error and must now exit. Please reboot and try again."

I rebooted and tried again three times. No luck.

Then I installed the printer locally via USB. All fine and dandy and I'm
able to see the properties. Then I manually added the printer three ways:
by
browsing the workgroup, by putting in the IP address, by creating a TCP/IP
port. After that, I could still pull up the properties for the locally
installed printer, but trying to access any of the networked setup options
resulted in the old explorer.exe exception.

BTW, the print server the HP printer is attached to is a Buffalo
LinkStation
Network Attached Storage drive and does not provide drivers for printers
hooked up to its included print server.

I think I need some of those tricks you said you had up your sleeve.

Thanks a lot.

TFB

Alan Morris said:
I have seen this when one has updated an HP driver using Windows Update.
The new driver supplied by HP for Windows Update contained added features
not compatible with the old version, thus the error loading the UI pages
in
properties.

Delete the new driver and any old HP drivers, then add the new one back
onto
the system. If other printers are in use or you have some network
connections. Set any local printer to use another driver while you
delete
the old and delete the network connections.

After adding the new driver and printer, verify that the properties page
can
be opened. Now add the network connections. If any of the connections
are
to HP printers make sure you can still open the properties of the 5600
after
adding the connection. If you can't the driver on the remote server
also
needs to be updated.

PS if this is your issue, HP has known about this for a while.

If this does not solve the problem, I have a few more tricks up my
sleeve.

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Hi,

When I try to access the print properties I get an explorer.exe error.
The
printer is an HP 5600 hooked up to a print server (Buffalo
LinkStation). I
can open the printer status window and can see printjobs from other
computers
without problems. If I try to print, the application from which I am
trying
to print crashes.

Error message detail:
Window Message Box with title: C:\WINDOWS\Explorer.exe
Message: "Function address 0x60643e23 caused a protection fault.
(exception
code 0xc0000005) Some or all property page(s) may not be displayed."

More background:
The printer worked fine while on a Hawking print server, this problem
started when I moved it to the Buffalo print server. Unfortunately, the
problem only happens on the HP Compaq NC6000 laptops, my two desktops
are
unaffected by this issue, so I'm not sure it is the fault of the new
print
server.

My computer is fully updated, SP2, and all the printer drivers are the
latest. I already tried older print drivers or HP's basic print drivers
(DJ500 drivers). I've tried adding the printer in any number of ways:
browsing to it on network and double-clicking, adding it as a local
port,
adding it as a \\192.168.X.X\lp, adding it as URL printer. No luck,
always
the same result.

I've also already spent 2 hours with Buffalo tech-support, they say
that
I'm
the first to experience this problem and they don't know how to help
me.
HP
flatly refuses to help because they don't support HP printers hooked up
to
non-HP print servers.

I don't know what else to do and hoping for some suggestions. Thanks
for
your help.

TFB
 
A

Alan Morris [MSFT]

I found a reference to the hpzpm309 at HP.com for the Deskjet 9600. Is this
driver installed on the faulting machines?

I could not find a driver for the HP 5600. I found All in one 5605 and
5610, are you using one of these drivers?

What are the file dates for compstui.dll, icm32.dll, icmui.dll?

I sent an HP driver developer this message. He may have seen the debug
messages previously and understand their relevance.

For the local printer, is Bidirectional enabled on the Ports page?


--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no rights.

TomFromBoston said:
Ok, this was exciting, I've never used the NT Source debugger. Here is the
output you requested: (plus, after the ***** I added some curious stuff
that
popped up in ntsd before the explorer.exe threw the exception (i.e. before
I
pressed k))

0:016> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may be
wrong.
00bff290 60649c1b hpzpm309!DrvQueryJobAttributes+0x181b
00bff4dc 606485ce hpzpm309!DrvQueryJobAttributes+0x2c5
00bff800 606481e3 hpzpm309!DrvAdvancedDocumentProperties+0x26d
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\WINSPOOL.DRV -
00bff834 730066d3 hpzpm309!DrvDocumentPropertySheets+0x26
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\icmui.dll -
00bff86c 670f3b7e WINSPOOL!DocumentPropertiesW+0xae
00bff8a4 670f4153 icmui+0x3b7e
00bff8f0 670f4d4c icmui+0x4153
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\SHELL32.dll -
00bff900 7ca78112 icmui!DllCanUnloadNow+0xbd1
00bff928 7ca764e5 SHELL32!Ordinal60+0x697
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\printui.dll -
00bff950 74b8f959 SHELL32!Ordinal212+0x7c
00bff96c 74b8fa7d printui!bFolderRefresh+0x67e8
00bff9a4 74b8efd4 printui!bFolderRefresh+0x690c
00bff9b4 74b8f0a3 printui!bFolderRefresh+0x5e63
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\compstui.dll -
00bff9c4 6e6912b6 printui!bFolderRefresh+0x5f32
00bffa28 6e690c20 compstui!SetCPSUIUserData+0x398f
00bffc9c 6e690db9 compstui!SetCPSUIUserData+0x32f9
00bffcf4 6e6913c6 compstui!SetCPSUIUserData+0x3492
00bffd28 6e6914c9 compstui!SetCPSUIUserData+0x3a9f
00bffd44 74b8f147 compstui+0x114c9
00bffd64 74b8f8e8 printui!bFolderRefresh+0x5fd6
0:016>


************************************************************

ModLoad: 6e680000 6e6bb000 C:\WINDOWS\system32\compstui.dll
Entering SimpleDocumentPropertiesinside DDPS returning sizeofEntering
SimpleDocu> mentPropertiesinside DDPS returning sizeofEntering
SimpleDocumentPropertiesDM_DE> FAULTSOURCE not setDM_ORIENTATION not
setOrientation is not DMORIENT_PORTRAIT
or DMORIENT_LANDSCAPEDM_PAPERSIZE not setdmPaperSize is 0DM_COPIES
not setDM_DUPLEX not setdmDuplex is not DMDUP_SIMPLEX or
DMDUP_HORIZONTAL or DMDUP_VERTICALDM_COLLATE not setDM_ICMMETHOD not
setdmICMMethod is
not DMICMMETHOD_NONE or DMICMMETHOD_SYSTEMDM_ICMINTENT not
setdmICMIntent
is not DMICM_COLORIMETRICDM_MEDIATYPE not setDM_DITHERTYPE not
setdmDitherType is not DMDITHER_NONEDM_PRINTQUALITY not
setdmPrintQuality is not DMRES_DRAFT or DMRES_LOW or DMRES_MEDIUM
or
DMRES_HIGHIsValidDevmode failedInvalid source devmode at start
Access violation - code c0000005
(first chance)
eax=00bff3c8 ebx=00000001 ecx=7c91056d edx=d6430024
esi=7c85a215 edi=00000000
eip=6064b171 esp=00bff064 ebp=00bff290 iopl=0 nv up
ei
pl zr na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000
efl=00010246
*** WARNING: Unable to verify checksum for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll
*** ERROR: Symbol file could not be found. Defaulted to
export symbols for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll -
hpzpm309!DrvQueryJobAttributes+181b:
6064b171 f6474902 test byte ptr [edi+0x49],0x2
ds:0023:00000049=??
0:016> k
ChildEBP RetAddr

You see where I typed k.


Alan Morris said:
you will need to attach the NT Source debugger to the explorer.exe
process.
ntsd.exe is located in \windows\system32
at a command window type
ntsd -pn explorer.exe -g -G
press enter (a new window will launch)

this is what you will see
ModLoad: 01000000 01104000 E:\3576SRV\explorer.exe
ModLoad: 7c800000 7c8c0000 E:\3576SRV\system32\ntdll.dll
ModLoad: 77e40000 77f42000 E:\3576SRV\system32\kernel32.dll
ModLoad: 77f50000 77fec000 E:\3576SRV\system32\ADVAPI32.dll
ModLoad: 77c50000 77cef000 E:\3576SRV\system32\RPCRT4.dll
ModLoad: 75eb0000 75fb0000 E:\3576SRV\system32\BROWSEUI.dll
ModLoad: 77c00000 77c48000 E:\3576SRV\system32\GDI32.dll
ModLoad: 77380000 77412000 E:\3576SRV\system32\USER32.dll
ModLoad: 77ba0000 77bfa000 E:\3576SRV\system32\msvcrt.dll
ModLoad: 77670000 777a4000 E:\3576SRV\system32\ole32.dll
ModLoad: 77da0000 77df2000 E:\3576SRV\system32\SHLWAPI.dll
ModLoad: 77d00000 77d8c000 E:\3576SRV\system32\OLEAUT32.dll
ModLoad: 77980000 77af4000 E:\3576SRV\system32\SHDOCVW.dll
ModLoad: 761b0000 76243000 E:\3576SRV\system32\CRYPT32.dll
ModLoad: 76190000 761a2000 E:\3576SRV\system32\MSASN1.dll
ModLoad: 75360000 753df000 E:\3576SRV\system32\CRYPTUI.dll

Now open the printer properties, this should cause the desktop to freeze,
since the explorer process will break to the debugger. Use Alt Tab to
navigate to the debug window. Type k at the prompt >k
enter
you will see something like the following. Just mark the text and copy
to
mail. I am interested in seeing which binaries are loaded as this fails.

type g
enter and this should now display the popup. To return the explore
process
to normal, log off then back on.

0:020> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may be
wrong.
0189f55c 7742794a comctl32!DllInstall+0x1671
0189f5a4 77427a4d comctl32!DestroyPropertySheetPage+0xd1
0189f5c4 77429d12 comctl32!DestroyPropertySheetPage+0x1d4
0189f7e0 7742b8b6 comctl32!Ordinal164+0x4fb
0189fba0 7742c446 comctl32!Ordinal164+0x209f
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
E:\3
576SRV\system32\USER32.dll -
0189fc10 7739c3b7 comctl32!Ordinal164+0x2c2f
0189fc3c 77394db3 USER32!EnableMenuItem+0x4cd4
0189fcb8 77394c56 USER32!SetWindowLongW+0x47f
0189fd00 7738ff24 USER32!SetWindowLongW+0x322
0189fd30 7738fd7e USER32!GetDesktopWindow+0x94d
0189fde8 77389ade USER32!GetDesktopWindow+0x7a7
0189fe0c 773a463b USER32!CreateDialogIndirectParamAorW+0x33
0189fe2c 774ab0b5 USER32!CreateDialogIndirectParamW+0x1b
0189fe74 7742ca78 comctl32!InitializeFlatSB+0x9e6
0189fed8 7742ccea comctl32!Ordinal164+0x3261
0189fef0 7742cd05 comctl32!Ordinal164+0x34d3
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
E:\3
576SRV\system32\NETSHELL.dll -
0189ff00 76378f7a comctl32!PropertySheetW+0xf
0189ff38 763701f3 NETSHELL!NetSetupInstallSoftware+0x1f5c5
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
E:\3
576SRV\system32\kernel32.dll -
0189ffb8 77e66063 NETSHELL!NetSetupInstallSoftware+0x1683e
0189ffec 00000000 kernel32!GetModuleFileNameA+0xeb
0:020>



--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Hi Alan,

Thanks for the reply. I followed your suggested steps, uninstalled all
the
driver, removed all printers, deleted all ports. Then I rebooted and
reinstalled the printer.

First, I tried to have the nifty install tool install the printer
directly
as a networked printer. However, whenever the setup program would first
try
to connect to the printer (i.e. after giving it either the \\IP\lp or
\\linkstation\lp or browsing to the printer) it said: "Setup
encountered a
severe error and must now exit. Please reboot and try again."

I rebooted and tried again three times. No luck.

Then I installed the printer locally via USB. All fine and dandy and
I'm
able to see the properties. Then I manually added the printer three
ways:
by
browsing the workgroup, by putting in the IP address, by creating a
TCP/IP
port. After that, I could still pull up the properties for the locally
installed printer, but trying to access any of the networked setup
options
resulted in the old explorer.exe exception.

BTW, the print server the HP printer is attached to is a Buffalo
LinkStation
Network Attached Storage drive and does not provide drivers for
printers
hooked up to its included print server.

I think I need some of those tricks you said you had up your sleeve.

Thanks a lot.

TFB

:

I have seen this when one has updated an HP driver using Windows
Update.
The new driver supplied by HP for Windows Update contained added
features
not compatible with the old version, thus the error loading the UI
pages
in
properties.

Delete the new driver and any old HP drivers, then add the new one
back
onto
the system. If other printers are in use or you have some network
connections. Set any local printer to use another driver while you
delete
the old and delete the network connections.

After adding the new driver and printer, verify that the properties
page
can
be opened. Now add the network connections. If any of the
connections
are
to HP printers make sure you can still open the properties of the 5600
after
adding the connection. If you can't the driver on the remote server
also
needs to be updated.

PS if this is your issue, HP has known about this for a while.

If this does not solve the problem, I have a few more tricks up my
sleeve.

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Hi,

When I try to access the print properties I get an explorer.exe
error.
The
printer is an HP 5600 hooked up to a print server (Buffalo
LinkStation). I
can open the printer status window and can see printjobs from other
computers
without problems. If I try to print, the application from which I am
trying
to print crashes.

Error message detail:
Window Message Box with title: C:\WINDOWS\Explorer.exe
Message: "Function address 0x60643e23 caused a protection fault.
(exception
code 0xc0000005) Some or all property page(s) may not be displayed."

More background:
The printer worked fine while on a Hawking print server, this
problem
started when I moved it to the Buffalo print server. Unfortunately,
the
problem only happens on the HP Compaq NC6000 laptops, my two
desktops
are
unaffected by this issue, so I'm not sure it is the fault of the new
print
server.

My computer is fully updated, SP2, and all the printer drivers are
the
latest. I already tried older print drivers or HP's basic print
drivers
(DJ500 drivers). I've tried adding the printer in any number of
ways:
browsing to it on network and double-clicking, adding it as a local
port,
adding it as a \\192.168.X.X\lp, adding it as URL printer. No luck,
always
the same result.

I've also already spent 2 hours with Buffalo tech-support, they say
that
I'm
the first to experience this problem and they don't know how to help
me.
HP
flatly refuses to help because they don't support HP printers hooked
up
to
non-HP print servers.

I don't know what else to do and hoping for some suggestions. Thanks
for
your help.

TFB
 
Ad

Advertisements

G

Guest

Hi Alan,

I'm sorry, the correct printer number is 5650. The driver shows up as 5600
and I wasn't careful when I wrote my initial message. I apologize for any
time I wasted due to my carelessness.

Answers to your questions:

* Driver File(s)
Help File hpfmom09.hlp
Config file hpzpm309.dll
Data File hpf4bk09.dat
Driver File hpz2ku09.dll
Dependent file hpzrm309.dll
[then there are tons more dependent files]

* dll file dates:
compstui.dll - I have two, both the same date, one in the system32 folder,
the other in the Windows\ServicePackFiles\i386 folder. Both dated 8/4/2004.

icm32.dll - I have two, on in the system32 folder dated 6/28/2005. The other
is in the Windows\ServicePackFiles\i386 folder dated 8/4/2004

icmui.dll - I have only one, in the system32 folder, dated 8/23/2001

* For the local printer, bi-directional is enabled on the port.

Thanks for sending the message to HP (they sure weren't interested when I
contacted them) and for your continued help with this problem.

TFB


Alan Morris said:
I found a reference to the hpzpm309 at HP.com for the Deskjet 9600. Is this
driver installed on the faulting machines?

I could not find a driver for the HP 5600. I found All in one 5605 and
5610, are you using one of these drivers?

What are the file dates for compstui.dll, icm32.dll, icmui.dll?

I sent an HP driver developer this message. He may have seen the debug
messages previously and understand their relevance.

For the local printer, is Bidirectional enabled on the Ports page?


--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no rights.

TomFromBoston said:
Ok, this was exciting, I've never used the NT Source debugger. Here is the
output you requested: (plus, after the ***** I added some curious stuff
that
popped up in ntsd before the explorer.exe threw the exception (i.e. before
I
pressed k))

0:016> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may be
wrong.
00bff290 60649c1b hpzpm309!DrvQueryJobAttributes+0x181b
00bff4dc 606485ce hpzpm309!DrvQueryJobAttributes+0x2c5
00bff800 606481e3 hpzpm309!DrvAdvancedDocumentProperties+0x26d
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\WINSPOOL.DRV -
00bff834 730066d3 hpzpm309!DrvDocumentPropertySheets+0x26
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\icmui.dll -
00bff86c 670f3b7e WINSPOOL!DocumentPropertiesW+0xae
00bff8a4 670f4153 icmui+0x3b7e
00bff8f0 670f4d4c icmui+0x4153
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\SHELL32.dll -
00bff900 7ca78112 icmui!DllCanUnloadNow+0xbd1
00bff928 7ca764e5 SHELL32!Ordinal60+0x697
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\printui.dll -
00bff950 74b8f959 SHELL32!Ordinal212+0x7c
00bff96c 74b8fa7d printui!bFolderRefresh+0x67e8
00bff9a4 74b8efd4 printui!bFolderRefresh+0x690c
00bff9b4 74b8f0a3 printui!bFolderRefresh+0x5e63
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\compstui.dll -
00bff9c4 6e6912b6 printui!bFolderRefresh+0x5f32
00bffa28 6e690c20 compstui!SetCPSUIUserData+0x398f
00bffc9c 6e690db9 compstui!SetCPSUIUserData+0x32f9
00bffcf4 6e6913c6 compstui!SetCPSUIUserData+0x3492
00bffd28 6e6914c9 compstui!SetCPSUIUserData+0x3a9f
00bffd44 74b8f147 compstui+0x114c9
00bffd64 74b8f8e8 printui!bFolderRefresh+0x5fd6
0:016>


************************************************************

ModLoad: 6e680000 6e6bb000 C:\WINDOWS\system32\compstui.dll
Entering SimpleDocumentPropertiesinside DDPS returning sizeofEntering
SimpleDocu> mentPropertiesinside DDPS returning sizeofEntering
SimpleDocumentPropertiesDM_DE> FAULTSOURCE not setDM_ORIENTATION not
setOrientation is not DMORIENT_PORTRAIT
or DMORIENT_LANDSCAPEDM_PAPERSIZE not setdmPaperSize is 0DM_COPIES
not setDM_DUPLEX not setdmDuplex is not DMDUP_SIMPLEX or
DMDUP_HORIZONTAL or DMDUP_VERTICALDM_COLLATE not setDM_ICMMETHOD not
setdmICMMethod is
not DMICMMETHOD_NONE or DMICMMETHOD_SYSTEMDM_ICMINTENT not
setdmICMIntent
is not DMICM_COLORIMETRICDM_MEDIATYPE not setDM_DITHERTYPE not
setdmDitherType is not DMDITHER_NONEDM_PRINTQUALITY not
setdmPrintQuality is not DMRES_DRAFT or DMRES_LOW or DMRES_MEDIUM
or
DMRES_HIGHIsValidDevmode failedInvalid source devmode at start
Access violation - code c0000005
(first chance)
eax=00bff3c8 ebx=00000001 ecx=7c91056d edx=d6430024
esi=7c85a215 edi=00000000
eip=6064b171 esp=00bff064 ebp=00bff290 iopl=0 nv up
ei
pl zr na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000
efl=00010246
*** WARNING: Unable to verify checksum for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll
*** ERROR: Symbol file could not be found. Defaulted to
export symbols for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll -
hpzpm309!DrvQueryJobAttributes+181b:
6064b171 f6474902 test byte ptr [edi+0x49],0x2
ds:0023:00000049=??
0:016> k
ChildEBP RetAddr

You see where I typed k.


Alan Morris said:
you will need to attach the NT Source debugger to the explorer.exe
process.
ntsd.exe is located in \windows\system32

at a command window type
ntsd -pn explorer.exe -g -G
press enter (a new window will launch)

this is what you will see
ModLoad: 01000000 01104000 E:\3576SRV\explorer.exe
ModLoad: 7c800000 7c8c0000 E:\3576SRV\system32\ntdll.dll
ModLoad: 77e40000 77f42000 E:\3576SRV\system32\kernel32.dll
ModLoad: 77f50000 77fec000 E:\3576SRV\system32\ADVAPI32.dll
ModLoad: 77c50000 77cef000 E:\3576SRV\system32\RPCRT4.dll
ModLoad: 75eb0000 75fb0000 E:\3576SRV\system32\BROWSEUI.dll
ModLoad: 77c00000 77c48000 E:\3576SRV\system32\GDI32.dll
ModLoad: 77380000 77412000 E:\3576SRV\system32\USER32.dll
ModLoad: 77ba0000 77bfa000 E:\3576SRV\system32\msvcrt.dll
ModLoad: 77670000 777a4000 E:\3576SRV\system32\ole32.dll
ModLoad: 77da0000 77df2000 E:\3576SRV\system32\SHLWAPI.dll
ModLoad: 77d00000 77d8c000 E:\3576SRV\system32\OLEAUT32.dll
ModLoad: 77980000 77af4000 E:\3576SRV\system32\SHDOCVW.dll
ModLoad: 761b0000 76243000 E:\3576SRV\system32\CRYPT32.dll
ModLoad: 76190000 761a2000 E:\3576SRV\system32\MSASN1.dll
ModLoad: 75360000 753df000 E:\3576SRV\system32\CRYPTUI.dll

Now open the printer properties, this should cause the desktop to freeze,
since the explorer process will break to the debugger. Use Alt Tab to
navigate to the debug window. Type k at the prompt >k
enter
you will see something like the following. Just mark the text and copy
to
mail. I am interested in seeing which binaries are loaded as this fails.

type g
enter and this should now display the popup. To return the explore
process
to normal, log off then back on.

0:020> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may be
wrong.
0189f55c 7742794a comctl32!DllInstall+0x1671
0189f5a4 77427a4d comctl32!DestroyPropertySheetPage+0xd1
0189f5c4 77429d12 comctl32!DestroyPropertySheetPage+0x1d4
0189f7e0 7742b8b6 comctl32!Ordinal164+0x4fb
0189fba0 7742c446 comctl32!Ordinal164+0x209f
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
E:\3
576SRV\system32\USER32.dll -
0189fc10 7739c3b7 comctl32!Ordinal164+0x2c2f
0189fc3c 77394db3 USER32!EnableMenuItem+0x4cd4
0189fcb8 77394c56 USER32!SetWindowLongW+0x47f
0189fd00 7738ff24 USER32!SetWindowLongW+0x322
0189fd30 7738fd7e USER32!GetDesktopWindow+0x94d
0189fde8 77389ade USER32!GetDesktopWindow+0x7a7
0189fe0c 773a463b USER32!CreateDialogIndirectParamAorW+0x33
0189fe2c 774ab0b5 USER32!CreateDialogIndirectParamW+0x1b
0189fe74 7742ca78 comctl32!InitializeFlatSB+0x9e6
0189fed8 7742ccea comctl32!Ordinal164+0x3261
0189fef0 7742cd05 comctl32!Ordinal164+0x34d3
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
E:\3
576SRV\system32\NETSHELL.dll -
0189ff00 76378f7a comctl32!PropertySheetW+0xf
0189ff38 763701f3 NETSHELL!NetSetupInstallSoftware+0x1f5c5
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
E:\3
576SRV\system32\kernel32.dll -
0189ffb8 77e66063 NETSHELL!NetSetupInstallSoftware+0x1683e
0189ffec 00000000 kernel32!GetModuleFileNameA+0xeb
0:020>



--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Hi Alan,

Thanks for the reply. I followed your suggested steps, uninstalled all
the
driver, removed all printers, deleted all ports. Then I rebooted and
reinstalled the printer.

First, I tried to have the nifty install tool install the printer
directly
as a networked printer. However, whenever the setup program would first
try
to connect to the printer (i.e. after giving it either the \\IP\lp or
\\linkstation\lp or browsing to the printer) it said: "Setup
encountered a
severe error and must now exit. Please reboot and try again."

I rebooted and tried again three times. No luck.

Then I installed the printer locally via USB. All fine and dandy and
I'm
able to see the properties. Then I manually added the printer three
ways:
by
browsing the workgroup, by putting in the IP address, by creating a
TCP/IP
port. After that, I could still pull up the properties for the locally
installed printer, but trying to access any of the networked setup
options
resulted in the old explorer.exe exception.

BTW, the print server the HP printer is attached to is a Buffalo
LinkStation
Network Attached Storage drive and does not provide drivers for
printers
hooked up to its included print server.

I think I need some of those tricks you said you had up your sleeve.

Thanks a lot.

TFB

:

I have seen this when one has updated an HP driver using Windows
Update.
The new driver supplied by HP for Windows Update contained added
features
not compatible with the old version, thus the error loading the UI
pages
in
properties.

Delete the new driver and any old HP drivers, then add the new one
back
onto
the system. If other printers are in use or you have some network
connections. Set any local printer to use another driver while you
delete
the old and delete the network connections.

After adding the new driver and printer, verify that the properties
page
can
be opened. Now add the network connections. If any of the
connections
are
to HP printers make sure you can still open the properties of the 5600
after
adding the connection. If you can't the driver on the remote server
also
needs to be updated.

PS if this is your issue, HP has known about this for a while.

If this does not solve the problem, I have a few more tricks up my
sleeve.

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

"TomFromBoston" <TomFromBoston@discussions.microsoft.com> wrote in
 
A

Alan Morris [MSFT]

Sorry for the delayed response, I was out last week.

the icmui.dll file should be dated 8/4/2004 (Service Pack 2). It looks like
you have the icmui file when XP was originally released. I'll see if I can
cause the same failure using the old binary. Download SP2 again from
microsoft.com

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no rights.

TomFromBoston said:
Hi Alan,

I'm sorry, the correct printer number is 5650. The driver shows up as 5600
and I wasn't careful when I wrote my initial message. I apologize for any
time I wasted due to my carelessness.

Answers to your questions:

* Driver File(s)
Help File hpfmom09.hlp
Config file hpzpm309.dll
Data File hpf4bk09.dat
Driver File hpz2ku09.dll
Dependent file hpzrm309.dll
[then there are tons more dependent files]

* dll file dates:
compstui.dll - I have two, both the same date, one in the system32 folder,
the other in the Windows\ServicePackFiles\i386 folder. Both dated
8/4/2004.

icm32.dll - I have two, on in the system32 folder dated 6/28/2005. The
other
is in the Windows\ServicePackFiles\i386 folder dated 8/4/2004

icmui.dll - I have only one, in the system32 folder, dated 8/23/2001

* For the local printer, bi-directional is enabled on the port.

Thanks for sending the message to HP (they sure weren't interested when I
contacted them) and for your continued help with this problem.

TFB


Alan Morris said:
I found a reference to the hpzpm309 at HP.com for the Deskjet 9600. Is
this
driver installed on the faulting machines?

I could not find a driver for the HP 5600. I found All in one 5605 and
5610, are you using one of these drivers?

What are the file dates for compstui.dll, icm32.dll, icmui.dll?

I sent an HP driver developer this message. He may have seen the debug
messages previously and understand their relevance.

For the local printer, is Bidirectional enabled on the Ports page?


--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Ok, this was exciting, I've never used the NT Source debugger. Here is
the
output you requested: (plus, after the ***** I added some curious stuff
that
popped up in ntsd before the explorer.exe threw the exception (i.e.
before
I
pressed k))

0:016> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may
be
wrong.
00bff290 60649c1b hpzpm309!DrvQueryJobAttributes+0x181b
00bff4dc 606485ce hpzpm309!DrvQueryJobAttributes+0x2c5
00bff800 606481e3 hpzpm309!DrvAdvancedDocumentProperties+0x26d
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\WINSPOOL.DRV -
00bff834 730066d3 hpzpm309!DrvDocumentPropertySheets+0x26
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\icmui.dll -
00bff86c 670f3b7e WINSPOOL!DocumentPropertiesW+0xae
00bff8a4 670f4153 icmui+0x3b7e
00bff8f0 670f4d4c icmui+0x4153
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\SHELL32.dll -
00bff900 7ca78112 icmui!DllCanUnloadNow+0xbd1
00bff928 7ca764e5 SHELL32!Ordinal60+0x697
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\printui.dll -
00bff950 74b8f959 SHELL32!Ordinal212+0x7c
00bff96c 74b8fa7d printui!bFolderRefresh+0x67e8
00bff9a4 74b8efd4 printui!bFolderRefresh+0x690c
00bff9b4 74b8f0a3 printui!bFolderRefresh+0x5e63
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\compstui.dll -
00bff9c4 6e6912b6 printui!bFolderRefresh+0x5f32
00bffa28 6e690c20 compstui!SetCPSUIUserData+0x398f
00bffc9c 6e690db9 compstui!SetCPSUIUserData+0x32f9
00bffcf4 6e6913c6 compstui!SetCPSUIUserData+0x3492
00bffd28 6e6914c9 compstui!SetCPSUIUserData+0x3a9f
00bffd44 74b8f147 compstui+0x114c9
00bffd64 74b8f8e8 printui!bFolderRefresh+0x5fd6
0:016>


************************************************************

ModLoad: 6e680000 6e6bb000 C:\WINDOWS\system32\compstui.dll
Entering SimpleDocumentPropertiesinside DDPS returning sizeofEntering
SimpleDocu> mentPropertiesinside DDPS returning sizeofEntering
SimpleDocumentPropertiesDM_DE> FAULTSOURCE not setDM_ORIENTATION not
setOrientation is not DMORIENT_PORTRAIT
or DMORIENT_LANDSCAPEDM_PAPERSIZE not setdmPaperSize is
0DM_COPIES
not setDM_DUPLEX not setdmDuplex is not DMDUP_SIMPLEX or
DMDUP_HORIZONTAL or DMDUP_VERTICALDM_COLLATE not setDM_ICMMETHOD not
setdmICMMethod is
not DMICMMETHOD_NONE or DMICMMETHOD_SYSTEMDM_ICMINTENT not
setdmICMIntent
is not DMICM_COLORIMETRICDM_MEDIATYPE not setDM_DITHERTYPE not
setdmDitherType is not DMDITHER_NONEDM_PRINTQUALITY not
setdmPrintQuality is not DMRES_DRAFT or DMRES_LOW or
DMRES_MEDIUM
or
DMRES_HIGHIsValidDevmode failedInvalid source devmode at start
Access violation - code c0000005
(first chance)
eax=00bff3c8 ebx=00000001 ecx=7c91056d edx=d6430024
esi=7c85a215 edi=00000000
eip=6064b171 esp=00bff064 ebp=00bff290 iopl=0 nv
up
ei
pl zr na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000
efl=00010246
*** WARNING: Unable to verify checksum for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll
*** ERROR: Symbol file could not be found. Defaulted to
export symbols for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll -
hpzpm309!DrvQueryJobAttributes+181b:
6064b171 f6474902 test byte ptr [edi+0x49],0x2
ds:0023:00000049=??
0:016> k
ChildEBP RetAddr

You see where I typed k.


:

you will need to attach the NT Source debugger to the explorer.exe
process.
ntsd.exe is located in \windows\system32

at a command window type
ntsd -pn explorer.exe -g -G
press enter (a new window will launch)

this is what you will see
ModLoad: 01000000 01104000 E:\3576SRV\explorer.exe
ModLoad: 7c800000 7c8c0000 E:\3576SRV\system32\ntdll.dll
ModLoad: 77e40000 77f42000 E:\3576SRV\system32\kernel32.dll
ModLoad: 77f50000 77fec000 E:\3576SRV\system32\ADVAPI32.dll
ModLoad: 77c50000 77cef000 E:\3576SRV\system32\RPCRT4.dll
ModLoad: 75eb0000 75fb0000 E:\3576SRV\system32\BROWSEUI.dll
ModLoad: 77c00000 77c48000 E:\3576SRV\system32\GDI32.dll
ModLoad: 77380000 77412000 E:\3576SRV\system32\USER32.dll
ModLoad: 77ba0000 77bfa000 E:\3576SRV\system32\msvcrt.dll
ModLoad: 77670000 777a4000 E:\3576SRV\system32\ole32.dll
ModLoad: 77da0000 77df2000 E:\3576SRV\system32\SHLWAPI.dll
ModLoad: 77d00000 77d8c000 E:\3576SRV\system32\OLEAUT32.dll
ModLoad: 77980000 77af4000 E:\3576SRV\system32\SHDOCVW.dll
ModLoad: 761b0000 76243000 E:\3576SRV\system32\CRYPT32.dll
ModLoad: 76190000 761a2000 E:\3576SRV\system32\MSASN1.dll
ModLoad: 75360000 753df000 E:\3576SRV\system32\CRYPTUI.dll

Now open the printer properties, this should cause the desktop to
freeze,
since the explorer process will break to the debugger. Use Alt Tab to
navigate to the debug window. Type k at the prompt >k
enter
you will see something like the following. Just mark the text and
copy
to
mail. I am interested in seeing which binaries are loaded as this
fails.

type g
enter and this should now display the popup. To return the explore
process
to normal, log off then back on.

0:020> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may
be
wrong.
0189f55c 7742794a comctl32!DllInstall+0x1671
0189f5a4 77427a4d comctl32!DestroyPropertySheetPage+0xd1
0189f5c4 77429d12 comctl32!DestroyPropertySheetPage+0x1d4
0189f7e0 7742b8b6 comctl32!Ordinal164+0x4fb
0189fba0 7742c446 comctl32!Ordinal164+0x209f
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
E:\3
576SRV\system32\USER32.dll -
0189fc10 7739c3b7 comctl32!Ordinal164+0x2c2f
0189fc3c 77394db3 USER32!EnableMenuItem+0x4cd4
0189fcb8 77394c56 USER32!SetWindowLongW+0x47f
0189fd00 7738ff24 USER32!SetWindowLongW+0x322
0189fd30 7738fd7e USER32!GetDesktopWindow+0x94d
0189fde8 77389ade USER32!GetDesktopWindow+0x7a7
0189fe0c 773a463b USER32!CreateDialogIndirectParamAorW+0x33
0189fe2c 774ab0b5 USER32!CreateDialogIndirectParamW+0x1b
0189fe74 7742ca78 comctl32!InitializeFlatSB+0x9e6
0189fed8 7742ccea comctl32!Ordinal164+0x3261
0189fef0 7742cd05 comctl32!Ordinal164+0x34d3
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
E:\3
576SRV\system32\NETSHELL.dll -
0189ff00 76378f7a comctl32!PropertySheetW+0xf
0189ff38 763701f3 NETSHELL!NetSetupInstallSoftware+0x1f5c5
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
E:\3
576SRV\system32\kernel32.dll -
0189ffb8 77e66063 NETSHELL!NetSetupInstallSoftware+0x1683e
0189ffec 00000000 kernel32!GetModuleFileNameA+0xeb
0:020>



--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Hi Alan,

Thanks for the reply. I followed your suggested steps, uninstalled
all
the
driver, removed all printers, deleted all ports. Then I rebooted and
reinstalled the printer.

First, I tried to have the nifty install tool install the printer
directly
as a networked printer. However, whenever the setup program would
first
try
to connect to the printer (i.e. after giving it either the \\IP\lp
or
\\linkstation\lp or browsing to the printer) it said: "Setup
encountered a
severe error and must now exit. Please reboot and try again."

I rebooted and tried again three times. No luck.

Then I installed the printer locally via USB. All fine and dandy and
I'm
able to see the properties. Then I manually added the printer three
ways:
by
browsing the workgroup, by putting in the IP address, by creating a
TCP/IP
port. After that, I could still pull up the properties for the
locally
installed printer, but trying to access any of the networked setup
options
resulted in the old explorer.exe exception.

BTW, the print server the HP printer is attached to is a Buffalo
LinkStation
Network Attached Storage drive and does not provide drivers for
printers
hooked up to its included print server.

I think I need some of those tricks you said you had up your sleeve.

Thanks a lot.

TFB

:

I have seen this when one has updated an HP driver using Windows
Update.
The new driver supplied by HP for Windows Update contained added
features
not compatible with the old version, thus the error loading the UI
pages
in
properties.

Delete the new driver and any old HP drivers, then add the new one
back
onto
the system. If other printers are in use or you have some network
connections. Set any local printer to use another driver while you
delete
the old and delete the network connections.

After adding the new driver and printer, verify that the properties
page
can
be opened. Now add the network connections. If any of the
connections
are
to HP printers make sure you can still open the properties of the
5600
after
adding the connection. If you can't the driver on the remote
server
also
needs to be updated.

PS if this is your issue, HP has known about this for a while.

If this does not solve the problem, I have a few more tricks up my
sleeve.

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

"TomFromBoston" <TomFromBoston@discussions.microsoft.com> wrote in
 
G

Guest

Hi Alan,

I will try that. Thank you for continuing to investigate this issue.

TFB

Alan Morris said:
Sorry for the delayed response, I was out last week.

the icmui.dll file should be dated 8/4/2004 (Service Pack 2). It looks like
you have the icmui file when XP was originally released. I'll see if I can
cause the same failure using the old binary. Download SP2 again from
microsoft.com

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no rights.

TomFromBoston said:
Hi Alan,

I'm sorry, the correct printer number is 5650. The driver shows up as 5600
and I wasn't careful when I wrote my initial message. I apologize for any
time I wasted due to my carelessness.

Answers to your questions:

* Driver File(s)
Help File hpfmom09.hlp
Config file hpzpm309.dll
Data File hpf4bk09.dat
Driver File hpz2ku09.dll
Dependent file hpzrm309.dll
[then there are tons more dependent files]

* dll file dates:
compstui.dll - I have two, both the same date, one in the system32 folder,
the other in the Windows\ServicePackFiles\i386 folder. Both dated
8/4/2004.

icm32.dll - I have two, on in the system32 folder dated 6/28/2005. The
other
is in the Windows\ServicePackFiles\i386 folder dated 8/4/2004

icmui.dll - I have only one, in the system32 folder, dated 8/23/2001

* For the local printer, bi-directional is enabled on the port.

Thanks for sending the message to HP (they sure weren't interested when I
contacted them) and for your continued help with this problem.

TFB


Alan Morris said:
I found a reference to the hpzpm309 at HP.com for the Deskjet 9600. Is
this
driver installed on the faulting machines?

I could not find a driver for the HP 5600. I found All in one 5605 and
5610, are you using one of these drivers?

What are the file dates for compstui.dll, icm32.dll, icmui.dll?

I sent an HP driver developer this message. He may have seen the debug
messages previously and understand their relevance.

For the local printer, is Bidirectional enabled on the Ports page?


--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Ok, this was exciting, I've never used the NT Source debugger. Here is
the
output you requested: (plus, after the ***** I added some curious stuff
that
popped up in ntsd before the explorer.exe threw the exception (i.e.
before
I
pressed k))

0:016> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may
be
wrong.
00bff290 60649c1b hpzpm309!DrvQueryJobAttributes+0x181b
00bff4dc 606485ce hpzpm309!DrvQueryJobAttributes+0x2c5
00bff800 606481e3 hpzpm309!DrvAdvancedDocumentProperties+0x26d
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\WINSPOOL.DRV -
00bff834 730066d3 hpzpm309!DrvDocumentPropertySheets+0x26
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\icmui.dll -
00bff86c 670f3b7e WINSPOOL!DocumentPropertiesW+0xae
00bff8a4 670f4153 icmui+0x3b7e
00bff8f0 670f4d4c icmui+0x4153
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\SHELL32.dll -
00bff900 7ca78112 icmui!DllCanUnloadNow+0xbd1
00bff928 7ca764e5 SHELL32!Ordinal60+0x697
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\printui.dll -
00bff950 74b8f959 SHELL32!Ordinal212+0x7c
00bff96c 74b8fa7d printui!bFolderRefresh+0x67e8
00bff9a4 74b8efd4 printui!bFolderRefresh+0x690c
00bff9b4 74b8f0a3 printui!bFolderRefresh+0x5e63
*** ERROR: Symbol file could not be found. Defaulted to export symbols
for
C:\W
INDOWS\system32\compstui.dll -
00bff9c4 6e6912b6 printui!bFolderRefresh+0x5f32
00bffa28 6e690c20 compstui!SetCPSUIUserData+0x398f
00bffc9c 6e690db9 compstui!SetCPSUIUserData+0x32f9
00bffcf4 6e6913c6 compstui!SetCPSUIUserData+0x3492
00bffd28 6e6914c9 compstui!SetCPSUIUserData+0x3a9f
00bffd44 74b8f147 compstui+0x114c9
00bffd64 74b8f8e8 printui!bFolderRefresh+0x5fd6
0:016>


************************************************************

ModLoad: 6e680000 6e6bb000 C:\WINDOWS\system32\compstui.dll
Entering SimpleDocumentPropertiesinside DDPS returning sizeofEntering
SimpleDocu> mentPropertiesinside DDPS returning sizeofEntering
SimpleDocumentPropertiesDM_DE> FAULTSOURCE not setDM_ORIENTATION not
setOrientation is not DMORIENT_PORTRAIT
or DMORIENT_LANDSCAPEDM_PAPERSIZE not setdmPaperSize is
0DM_COPIES
not setDM_DUPLEX not setdmDuplex is not DMDUP_SIMPLEX or
DMDUP_HORIZONTAL or DMDUP_VERTICALDM_COLLATE not setDM_ICMMETHOD not
setdmICMMethod is
not DMICMMETHOD_NONE or DMICMMETHOD_SYSTEMDM_ICMINTENT not
setdmICMIntent
is not DMICM_COLORIMETRICDM_MEDIATYPE not setDM_DITHERTYPE not
setdmDitherType is not DMDITHER_NONEDM_PRINTQUALITY not
setdmPrintQuality is not DMRES_DRAFT or DMRES_LOW or
DMRES_MEDIUM
or
DMRES_HIGHIsValidDevmode failedInvalid source devmode at start
Access violation - code c0000005
(first chance)
eax=00bff3c8 ebx=00000001 ecx=7c91056d edx=d6430024
esi=7c85a215 edi=00000000
eip=6064b171 esp=00bff064 ebp=00bff290 iopl=0 nv
up
ei
pl zr na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000
efl=00010246
*** WARNING: Unable to verify checksum for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll
*** ERROR: Symbol file could not be found. Defaulted to
export symbols for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll -
hpzpm309!DrvQueryJobAttributes+181b:
6064b171 f6474902 test byte ptr [edi+0x49],0x2
ds:0023:00000049=??
0:016> k
ChildEBP RetAddr

You see where I typed k.


:

you will need to attach the NT Source debugger to the explorer.exe
process.
ntsd.exe is located in \windows\system32

at a command window type
ntsd -pn explorer.exe -g -G
press enter (a new window will launch)

this is what you will see
ModLoad: 01000000 01104000 E:\3576SRV\explorer.exe
ModLoad: 7c800000 7c8c0000 E:\3576SRV\system32\ntdll.dll
ModLoad: 77e40000 77f42000 E:\3576SRV\system32\kernel32.dll
ModLoad: 77f50000 77fec000 E:\3576SRV\system32\ADVAPI32.dll
ModLoad: 77c50000 77cef000 E:\3576SRV\system32\RPCRT4.dll
ModLoad: 75eb0000 75fb0000 E:\3576SRV\system32\BROWSEUI.dll
ModLoad: 77c00000 77c48000 E:\3576SRV\system32\GDI32.dll
ModLoad: 77380000 77412000 E:\3576SRV\system32\USER32.dll
ModLoad: 77ba0000 77bfa000 E:\3576SRV\system32\msvcrt.dll
ModLoad: 77670000 777a4000 E:\3576SRV\system32\ole32.dll
ModLoad: 77da0000 77df2000 E:\3576SRV\system32\SHLWAPI.dll
ModLoad: 77d00000 77d8c000 E:\3576SRV\system32\OLEAUT32.dll
ModLoad: 77980000 77af4000 E:\3576SRV\system32\SHDOCVW.dll
ModLoad: 761b0000 76243000 E:\3576SRV\system32\CRYPT32.dll
ModLoad: 76190000 761a2000 E:\3576SRV\system32\MSASN1.dll
ModLoad: 75360000 753df000 E:\3576SRV\system32\CRYPTUI.dll

Now open the printer properties, this should cause the desktop to
freeze,
since the explorer process will break to the debugger. Use Alt Tab to
navigate to the debug window. Type k at the prompt >k
enter
you will see something like the following. Just mark the text and
copy
to
mail. I am interested in seeing which binaries are loaded as this
fails.

type g
enter and this should now display the popup. To return the explore
process
to normal, log off then back on.

0:020> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may
be
wrong.
0189f55c 7742794a comctl32!DllInstall+0x1671
0189f5a4 77427a4d comctl32!DestroyPropertySheetPage+0xd1
0189f5c4 77429d12 comctl32!DestroyPropertySheetPage+0x1d4
0189f7e0 7742b8b6 comctl32!Ordinal164+0x4fb
0189fba0 7742c446 comctl32!Ordinal164+0x209f
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
E:\3
576SRV\system32\USER32.dll -
0189fc10 7739c3b7 comctl32!Ordinal164+0x2c2f
0189fc3c 77394db3 USER32!EnableMenuItem+0x4cd4
0189fcb8 77394c56 USER32!SetWindowLongW+0x47f
0189fd00 7738ff24 USER32!SetWindowLongW+0x322
0189fd30 7738fd7e USER32!GetDesktopWindow+0x94d
0189fde8 77389ade USER32!GetDesktopWindow+0x7a7
0189fe0c 773a463b USER32!CreateDialogIndirectParamAorW+0x33
0189fe2c 774ab0b5 USER32!CreateDialogIndirectParamW+0x1b
0189fe74 7742ca78 comctl32!InitializeFlatSB+0x9e6
0189fed8 7742ccea comctl32!Ordinal164+0x3261
0189fef0 7742cd05 comctl32!Ordinal164+0x34d3
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
E:\3
576SRV\system32\NETSHELL.dll -
0189ff00 76378f7a comctl32!PropertySheetW+0xf
0189ff38 763701f3 NETSHELL!NetSetupInstallSoftware+0x1f5c5
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
E:\3
576SRV\system32\kernel32.dll -
0189ffb8 77e66063 NETSHELL!NetSetupInstallSoftware+0x1683e
0189ffec 00000000 kernel32!GetModuleFileNameA+0xeb
0:020>



--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Hi Alan,

Thanks for the reply. I followed your suggested steps, uninstalled
all
the
driver, removed all printers, deleted all ports. Then I rebooted and
reinstalled the printer.

First, I tried to have the nifty install tool install the printer
directly
as a networked printer. However, whenever the setup program would
first
try
to connect to the printer (i.e. after giving it either the \\IP\lp
or
\\linkstation\lp or browsing to the printer) it said: "Setup
encountered a
severe error and must now exit. Please reboot and try again."
 
Ad

Advertisements

A

Alan Morris [MSFT]

I got the driver installed and am using the 2001 icmui.dll without any
problem. I did see the same problem when attempting the network install
Fatal Error.

try running
sfc /scannow
in a cmd window (dos windows)

This is used to restore replaced system files.




--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no rights.

TomFromBoston said:
Hi Alan,

I will try that. Thank you for continuing to investigate this issue.

TFB

Alan Morris said:
Sorry for the delayed response, I was out last week.

the icmui.dll file should be dated 8/4/2004 (Service Pack 2). It looks
like
you have the icmui file when XP was originally released. I'll see if I
can
cause the same failure using the old binary. Download SP2 again from
microsoft.com

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Hi Alan,

I'm sorry, the correct printer number is 5650. The driver shows up as
5600
and I wasn't careful when I wrote my initial message. I apologize for
any
time I wasted due to my carelessness.

Answers to your questions:

* Driver File(s)
Help File hpfmom09.hlp
Config file hpzpm309.dll
Data File hpf4bk09.dat
Driver File hpz2ku09.dll
Dependent file hpzrm309.dll
[then there are tons more dependent files]

* dll file dates:
compstui.dll - I have two, both the same date, one in the system32
folder,
the other in the Windows\ServicePackFiles\i386 folder. Both dated
8/4/2004.

icm32.dll - I have two, on in the system32 folder dated 6/28/2005. The
other
is in the Windows\ServicePackFiles\i386 folder dated 8/4/2004

icmui.dll - I have only one, in the system32 folder, dated 8/23/2001

* For the local printer, bi-directional is enabled on the port.

Thanks for sending the message to HP (they sure weren't interested when
I
contacted them) and for your continued help with this problem.

TFB


:

I found a reference to the hpzpm309 at HP.com for the Deskjet 9600.
Is
this
driver installed on the faulting machines?

I could not find a driver for the HP 5600. I found All in one 5605
and
5610, are you using one of these drivers?

What are the file dates for compstui.dll, icm32.dll, icmui.dll?

I sent an HP driver developer this message. He may have seen the
debug
messages previously and understand their relevance.

For the local printer, is Bidirectional enabled on the Ports page?


--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Ok, this was exciting, I've never used the NT Source debugger. Here
is
the
output you requested: (plus, after the ***** I added some curious
stuff
that
popped up in ntsd before the explorer.exe threw the exception (i.e.
before
I
pressed k))

0:016> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames
may
be
wrong.
00bff290 60649c1b hpzpm309!DrvQueryJobAttributes+0x181b
00bff4dc 606485ce hpzpm309!DrvQueryJobAttributes+0x2c5
00bff800 606481e3 hpzpm309!DrvAdvancedDocumentProperties+0x26d
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
C:\W
INDOWS\system32\WINSPOOL.DRV -
00bff834 730066d3 hpzpm309!DrvDocumentPropertySheets+0x26
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
C:\W
INDOWS\system32\icmui.dll -
00bff86c 670f3b7e WINSPOOL!DocumentPropertiesW+0xae
00bff8a4 670f4153 icmui+0x3b7e
00bff8f0 670f4d4c icmui+0x4153
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
C:\W
INDOWS\system32\SHELL32.dll -
00bff900 7ca78112 icmui!DllCanUnloadNow+0xbd1
00bff928 7ca764e5 SHELL32!Ordinal60+0x697
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
C:\W
INDOWS\system32\printui.dll -
00bff950 74b8f959 SHELL32!Ordinal212+0x7c
00bff96c 74b8fa7d printui!bFolderRefresh+0x67e8
00bff9a4 74b8efd4 printui!bFolderRefresh+0x690c
00bff9b4 74b8f0a3 printui!bFolderRefresh+0x5e63
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
C:\W
INDOWS\system32\compstui.dll -
00bff9c4 6e6912b6 printui!bFolderRefresh+0x5f32
00bffa28 6e690c20 compstui!SetCPSUIUserData+0x398f
00bffc9c 6e690db9 compstui!SetCPSUIUserData+0x32f9
00bffcf4 6e6913c6 compstui!SetCPSUIUserData+0x3492
00bffd28 6e6914c9 compstui!SetCPSUIUserData+0x3a9f
00bffd44 74b8f147 compstui+0x114c9
00bffd64 74b8f8e8 printui!bFolderRefresh+0x5fd6
0:016>


************************************************************

ModLoad: 6e680000 6e6bb000 C:\WINDOWS\system32\compstui.dll
Entering SimpleDocumentPropertiesinside DDPS returning
sizeofEntering
SimpleDocu> mentPropertiesinside DDPS returning sizeofEntering
SimpleDocumentPropertiesDM_DE> FAULTSOURCE not setDM_ORIENTATION not
setOrientation is not DMORIENT_PORTRAIT
or DMORIENT_LANDSCAPEDM_PAPERSIZE not setdmPaperSize is
0DM_COPIES
not setDM_DUPLEX not setdmDuplex is not DMDUP_SIMPLEX or
DMDUP_HORIZONTAL or DMDUP_VERTICALDM_COLLATE not setDM_ICMMETHOD
not
setdmICMMethod is
not DMICMMETHOD_NONE or DMICMMETHOD_SYSTEMDM_ICMINTENT not
setdmICMIntent
is not DMICM_COLORIMETRICDM_MEDIATYPE not setDM_DITHERTYPE not
setdmDitherType is not DMDITHER_NONEDM_PRINTQUALITY
not
setdmPrintQuality is not DMRES_DRAFT or DMRES_LOW or
DMRES_MEDIUM
or
DMRES_HIGHIsValidDevmode failedInvalid source devmode at start
Access violation - code c0000005
(first chance)
eax=00bff3c8 ebx=00000001 ecx=7c91056d edx=d6430024
esi=7c85a215 edi=00000000
eip=6064b171 esp=00bff064 ebp=00bff290 iopl=0
nv
up
ei
pl zr na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000
efl=00010246
*** WARNING: Unable to verify checksum for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll
*** ERROR: Symbol file could not be found. Defaulted
to
export symbols for
C:\WINDOWS\System32\spool\DRIVERS\W32X86\3\hpzpm309.dll -
hpzpm309!DrvQueryJobAttributes+181b:
6064b171 f6474902 test byte ptr
[edi+0x49],0x2
ds:0023:00000049=??
0:016> k
ChildEBP RetAddr

You see where I typed k.


:

you will need to attach the NT Source debugger to the explorer.exe
process.
ntsd.exe is located in \windows\system32

at a command window type
ntsd -pn explorer.exe -g -G
press enter (a new window will launch)

this is what you will see
ModLoad: 01000000 01104000 E:\3576SRV\explorer.exe
ModLoad: 7c800000 7c8c0000 E:\3576SRV\system32\ntdll.dll
ModLoad: 77e40000 77f42000 E:\3576SRV\system32\kernel32.dll
ModLoad: 77f50000 77fec000 E:\3576SRV\system32\ADVAPI32.dll
ModLoad: 77c50000 77cef000 E:\3576SRV\system32\RPCRT4.dll
ModLoad: 75eb0000 75fb0000 E:\3576SRV\system32\BROWSEUI.dll
ModLoad: 77c00000 77c48000 E:\3576SRV\system32\GDI32.dll
ModLoad: 77380000 77412000 E:\3576SRV\system32\USER32.dll
ModLoad: 77ba0000 77bfa000 E:\3576SRV\system32\msvcrt.dll
ModLoad: 77670000 777a4000 E:\3576SRV\system32\ole32.dll
ModLoad: 77da0000 77df2000 E:\3576SRV\system32\SHLWAPI.dll
ModLoad: 77d00000 77d8c000 E:\3576SRV\system32\OLEAUT32.dll
ModLoad: 77980000 77af4000 E:\3576SRV\system32\SHDOCVW.dll
ModLoad: 761b0000 76243000 E:\3576SRV\system32\CRYPT32.dll
ModLoad: 76190000 761a2000 E:\3576SRV\system32\MSASN1.dll
ModLoad: 75360000 753df000 E:\3576SRV\system32\CRYPTUI.dll

Now open the printer properties, this should cause the desktop to
freeze,
since the explorer process will break to the debugger. Use Alt Tab
to
navigate to the debug window. Type k at the prompt >k
enter
you will see something like the following. Just mark the text and
copy
to
mail. I am interested in seeing which binaries are loaded as this
fails.

type g
enter and this should now display the popup. To return the explore
process
to normal, log off then back on.

0:020> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames
may
be
wrong.
0189f55c 7742794a comctl32!DllInstall+0x1671
0189f5a4 77427a4d comctl32!DestroyPropertySheetPage+0xd1
0189f5c4 77429d12 comctl32!DestroyPropertySheetPage+0x1d4
0189f7e0 7742b8b6 comctl32!Ordinal164+0x4fb
0189fba0 7742c446 comctl32!Ordinal164+0x209f
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
E:\3
576SRV\system32\USER32.dll -
0189fc10 7739c3b7 comctl32!Ordinal164+0x2c2f
0189fc3c 77394db3 USER32!EnableMenuItem+0x4cd4
0189fcb8 77394c56 USER32!SetWindowLongW+0x47f
0189fd00 7738ff24 USER32!SetWindowLongW+0x322
0189fd30 7738fd7e USER32!GetDesktopWindow+0x94d
0189fde8 77389ade USER32!GetDesktopWindow+0x7a7
0189fe0c 773a463b USER32!CreateDialogIndirectParamAorW+0x33
0189fe2c 774ab0b5 USER32!CreateDialogIndirectParamW+0x1b
0189fe74 7742ca78 comctl32!InitializeFlatSB+0x9e6
0189fed8 7742ccea comctl32!Ordinal164+0x3261
0189fef0 7742cd05 comctl32!Ordinal164+0x34d3
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
E:\3
576SRV\system32\NETSHELL.dll -
0189ff00 76378f7a comctl32!PropertySheetW+0xf
0189ff38 763701f3 NETSHELL!NetSetupInstallSoftware+0x1f5c5
*** ERROR: Symbol file could not be found. Defaulted to export
symbols
for
E:\3
576SRV\system32\kernel32.dll -
0189ffb8 77e66063 NETSHELL!NetSetupInstallSoftware+0x1683e
0189ffec 00000000 kernel32!GetModuleFileNameA+0xeb
0:020>



--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/default.aspx?scid=fh;[ln];kbhowto

This posting is provided "AS IS" with no warranties, and confers no
rights.

message
Hi Alan,

Thanks for the reply. I followed your suggested steps,
uninstalled
all
the
driver, removed all printers, deleted all ports. Then I rebooted
and
reinstalled the printer.

First, I tried to have the nifty install tool install the printer
directly
as a networked printer. However, whenever the setup program would
first
try
to connect to the printer (i.e. after giving it either the
\\IP\lp
or
\\linkstation\lp or browsing to the printer) it said: "Setup
encountered a
severe error and must now exit. Please reboot and try again."
 

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