Jump to content


 


Register a free account to unlock additional features at BleepingComputer.com
Welcome to BleepingComputer, a free community where people like yourself come together to discuss and learn how to use their computers. Using the site is easy and fun. As a guest, you can browse and view the various discussions in the forums, but can not create a new topic or reply to an existing one unless you are logged in. Other benefits of registering an account are subscribing to topics and forums, creating a blog, and having no ads shown anywhere on the site.


Click here to Register a free account now! or read our Welcome Guide to learn how to use this site.

Photo

Crash Dump while Scanning - Adobe XI - Okidata MFP


  • Please log in to reply
27 replies to this topic

#1 lucentrip

lucentrip

  • Members
  • 20 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Orlando, FL
  • Local time:08:57 AM

Posted 20 March 2014 - 04:35 PM

I have a customer that is experiencing BSOD when scanning large documents from her Okidata printer to Adobe XI. Thus far I've tried uninstalling and reinstalling the latest printer drivers, as well as upgrading from Adobe 8 to XI (thinking that perhaps the AIO wasn't compatible with her older version of Adobe).

 

The BSOD is 0x00000050 , usbscan.sys, PAGE_FAULT_IN_NONPAGED_AREA.

 

I'm not onsite right now, so I can't get the exact model of the printer, but I'll tack it on in the comment area tomorrow. I think it might be the Okidata MB491, but I'll verify this tomorrow (VERIFIED... this is the printer in question).

 

I was wondering if anyone else has experienced issues with Adobe and Okidata MFP hardware, and if so, do you have any suggestions other than updating the printer and scanner drivers?

 

(I will add her system specs when I remote into her computer tomorrow... but I'm 100% sure that the issue is between the Okidata and Adobe, since she can scan fine from other programs).


Edited by lucentrip, 21 March 2014 - 11:59 AM.


BC AdBot (Login to Remove)

 


#2 dls62

dls62

  • Members
  • 623 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Berkshire, UK
  • Local time:01:57 PM

Posted 20 March 2014 - 04:56 PM

When you have access to the customer's computer, can you please zip-up the dump files - C:\Windows\minidump\ - and attach the zip file to your reply.

#3 lucentrip

lucentrip
  • Topic Starter

  • Members
  • 20 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Orlando, FL
  • Local time:08:57 AM

Posted 21 March 2014 - 09:39 AM

Okay, I feel like an idiot instead of the computer guru that I claim to be.... I can't figure out how to attach the file!



#4 dls62

dls62

  • Members
  • 623 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Berkshire, UK
  • Local time:01:57 PM

Posted 21 March 2014 - 11:26 AM

  :oopsign: There's nothing wrong with your brain, it's mine that's the problem!

 

I'd forgotten that you can't attach files in this forum.  Can you upload it to a file sharing site, such as http://www.sendspace.com/, and paste the link in a reply.

 



#5 lucentrip

lucentrip
  • Topic Starter

  • Members
  • 20 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Orlando, FL
  • Local time:08:57 AM

Posted 21 March 2014 - 11:54 AM

Thanks, at least I'm not going crazy! I've uploaded the zipped minidump, a screenshot of her devices and printers, and a screenshot of the Windows Event Viewer System log with the relevant bugcheck highlighted.

 

http://www.sendspace.com/filegroup/7rRHIdKyl0QrpnlKPWIHNYT%2Bgb4hjHoF

 

Much appreciated!

 

:busy:



#6 lucentrip

lucentrip
  • Topic Starter

  • Members
  • 20 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Orlando, FL
  • Local time:08:57 AM

Posted 21 March 2014 - 11:57 AM

Oh, I've also added a copy of the BSOD screenshot she snagged with her phone, just in case the extra numbers help.

 

http://www.sendspace.com/file/abheft

 

:thumbup2:

 

(I've discovered that smileys are fun.... don't judge me)


Edited by lucentrip, 21 March 2014 - 11:57 AM.


#7 dls62

dls62

  • Members
  • 623 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Berkshire, UK
  • Local time:01:57 PM

Posted 21 March 2014 - 12:39 PM

This is a quick snapshot from the dump file:

 

Dump File         : 031914-23509-01.dmp
Crash Time        : 19/03/2014 14:53:28
Bug Check String  : PAGE_FAULT_IN_NONPAGED_AREA
Bug Check Code    : 0x00000050
Parameter 1       : fffffa80`0925e000
Parameter 2       : 00000000`00000000
Parameter 3       : fffff880`05c55dfa
Parameter 4       : 00000000`00000000
Caused By Driver  : fltmgr.sys
Caused By Address : fltmgr.sys+13a00
File Description  :
Product Name      :
Company           :
File Version      :
Processor         : x64
Crash Address     : ntoskrnl.exe+75bc0
Stack Address 1   :
Stack Address 2   :
Stack Address 3   :

 

As you can see, that suggests the involvement of a different driver.

 

Please download and run Speccy.  Once the scan has completed:

 

  1. Click File, and then click Publish Snapshot.
  2. In the Publish Snapshot dialog box, click Yes to enable Speccy to proceed.
  3. Speccy publishes the profile and displays a second Publish Snapshot dialog box.  Copy the URL to the clipboard, and paste it in your next post.


#8 dls62

dls62

  • Members
  • 623 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Berkshire, UK
  • Local time:01:57 PM

Posted 21 March 2014 - 02:32 PM

This is some detail from a different analysis program.

 

Bug check name:         PAGE_FAULT_IN_NONPAGED_AREA
Bug check code:         0x50
Bug check parm 1:       0xFFFFFA800925E000
Bug check parm 2:       0x0
Bug check parm 3:       0xFFFFF88005C55DFA
Bug check parm 4:       0x0
Probably caused by:     usbscan.sys
Driver description:     USB Scanner Driver
Driver product:         Microsoft® Windows® Operating System
Driver company:         Microsoft Corporation

nt!KeBugCheckEx+0x0
nt!
??
::FNODOBFM::`string'+0x4518F
nt!KiPageFault+0x16E
usbscan!memmove+0xCA
usbscan!USTransfer+0x415
usbscan!USRead+0xC5
usbscan!USDispatchIO+0x127
ksthunk!CKernelFilterDevice::DispatchIrp+0x11D
nt!IopSynchronousServiceTail+0xFB
nt!NtReadFile+0x631
nt!KiSystemServiceCopyEnd+0x13
0x74F62E09
 

Was there just the one BSOD, or are there some more minidumps that can be looked at.



#9 lucentrip

lucentrip
  • Topic Starter

  • Members
  • 20 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Orlando, FL
  • Local time:08:57 AM

Posted 21 March 2014 - 02:40 PM

Here's the snapshot from Speccy on client computer: http://speccy.piriform.com/results/jrayZZ3nYa6dAmn5d3EZct0



#10 lucentrip

lucentrip
  • Topic Starter

  • Members
  • 20 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Orlando, FL
  • Local time:08:57 AM

Posted 21 March 2014 - 02:41 PM

There are other minidump files, that was just the most recent. I will double-check and see if any of the others are associated with that usbscan.sys.



#11 dls62

dls62

  • Members
  • 623 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Berkshire, UK
  • Local time:01:57 PM

Posted 21 March 2014 - 02:45 PM

It would be useful if you could zip-up all the available minidumps so that we can look for any patterns.

 

Thanks.



#12 lucentrip

lucentrip
  • Topic Starter

  • Members
  • 20 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Orlando, FL
  • Local time:08:57 AM

Posted 21 March 2014 - 02:54 PM

Okay, it turns out that there were 10 minidumps from 2/11 through 3/17. I've zipped them up and put them on sendspace for you.

 

http://www.sendspace.com/file/g4a31r

 

They are all for BugCheck, Event ID 1001, 0x00000050 (although the 4 secondary parameters differ each time).


Edited by lucentrip, 21 March 2014 - 02:56 PM.


#13 lucentrip

lucentrip
  • Topic Starter

  • Members
  • 20 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Orlando, FL
  • Local time:08:57 AM

Posted 21 March 2014 - 02:59 PM

I took a screen shot of the Okidata MB491 Driver File Details on the off-chance that it might be useful:

 

http://www.sendspace.com/file/scxpx9



#14 dls62

dls62

  • Members
  • 623 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Berkshire, UK
  • Local time:01:57 PM

Posted 21 March 2014 - 03:52 PM

All the minidumps are indicating that usbscan.sys is the probable cause of the BSOD's.

 

Make sure that all the drivers for the whole system are up-to-date, as well as Windows Updates.

 

Run chkdsk c: /r to rectify any file system errors and identify if there are bad sectors on the disk.

 

Run sfc /scannow from an elevated command prompt to attempt to repair any missing or damaged Windows files.

 

You should also run Memtest86+ from a bootable cd-r to check that it is not a memory problem.  Take the memory sticks out and then replace them to ensure that they are seated properly.  Try putting the 4Gb stick in slot 1 and the 2Gb stick in slot 2, rather than as they are now.



#15 lucentrip

lucentrip
  • Topic Starter

  • Members
  • 20 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Orlando, FL
  • Local time:08:57 AM

Posted 21 March 2014 - 04:50 PM

Will do, and post when updated.






0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users