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thekiwi
Participating Frequently
February 18, 2008
Question

Internet Explorer Crashing

  • February 18, 2008
  • 4 replies
  • 2620 views
Hi

Since we upgraded from Adobe Breeze to Adobe Connect Professional we have a large number of users suddenly getting an application error message in Internet Explorer with "the instruction at '0x30236FA2' referenced memory at '0x00000000" memory could not be read.

At first we thought it must be something specific to one machine, but then got more reports. One school has even tried on all their WindowsXP machine, and all crash.

The following from Microsoft looks like it may help, but little wary of HotFixes you have to ask for.
http://support.microsoft.com/kb/899811/

Anyone else experiencing this?
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    4 replies

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    thekiwiAuthor
    Participating Frequently
    March 10, 2008
    Plot thickens

    After some research and testing, it looks to be an issue with the Adobe Acrobat Flash 9 player.

    When entering a meeting on www.breezeserver.co.nz these are the following results (bearing in mind that this does not happen on all machines) from within the MoE:

    - Flash Player 9.0.115.0 with the Adobe Connect Add-in crashes (Flash9e)
    - Flash Player 9.0.115.0 without the Adobe Connect Add-in crashes (Flash9e)
    - Flash Player 9.0.47.0 with the Adobe Connect Add-in crashes (Flash9c)
    - Flash Player 9.0.47.0 without the Adobe Connect Add-in crashes (Flash9c)
    - Flash Player 8.0.39.0 with the Adobe Connect Add-in crashes (Flash8f)
    - Flash Player 8.0.39.0 without the Adobe Connect Add-in works perfectly. (Flash8f)

    The same user can work on one machine, but not on another.
    The website can work under one user's login yet not on another user's login on the same machine.

    What is difficult to understand is why a machine inside the network will crash, yet the same machine outside the network will not.

    However when they open port 1935 on the firewall (which they had the luxury of being able to do), the errors disappeared.

    I though Adobe Connect/Breeze was able to use port 80 if 1935 wasnt available? For it to actually crash the browser is a pretty severe side effect.
    K
    Kay_P
    Participating Frequently
    March 10, 2008
    very odd... so there must be something strange about your network (?!) that version 8 can handle.
    If configured correctly Connect can failover to any port, usually port 443 if 1935 is not available, but this is not switched on by default on a licensed install.
    T
    thekiwiAuthor
    Participating Frequently
    March 10, 2008
    quote:
    Originally posted by: Kay.P
    very odd... so there must be something strange about your network (?!) that version 8 can handle.
    If configured correctly Connect can failover to any port, usually port 443 if 1935 is not available, but this is not switched on by default on a licensed install.


    We are told by the hosting centre that they have it configured for port 443 and 80 as well, but it just seems strange that if port 1935 is blocked, that it causes the Browser to crash (found it affects both Firefox and MSIE). These are all users who didnt have to open ports for Adobe Breeze.

    T
    thekiwiAuthor
    Participating Frequently
    February 26, 2008
    So just to clarify
    These log files you refer to are on the Hosted Breeze server? Id imagine it being a little difficult to isolate the cause if so, as we have many sessions running and to find a log entry amongst all those pertaining to a single access session which has crashed could be difficult?

    On a client machine there seems to typically be an error.log in c:\program files\Macromedia\Breeze ... bit nothing like the structure you refer to?

    Found the Flash ADmin Guide, and the mms.cfg goes in %SYSTEMROOT%\System32\Macromed\Flash\
    Added it to the working system and nothing seemed to get created in My Documents. Cant find any reference to
    PlayerLogging 1
    SingleLogFile 1
    K
    Kay_P
    Participating Frequently
    February 27, 2008
    Well since you mentioned that you upgraded from breeze to connect, i assumed you run your own server. If you have an hosted account, you cannot get the logs yourself, support can though.

    The add-in log only gets created if you place the mms.cfg in c:\windows\system32\ not in any subfolder. Launch a meeting that runs in the add-in and then check for the logs again.

    Again, you're best of by contacting support at this point.
    K
    Kay_P
    Participating Frequently
    February 19, 2008
    So it is crashing on the connecting screen. Do you have SSL setup for the meetings? Do the FMS logs in breezedir:\logs\support\diagnostic show anything interesting? If the meeting room itself causes problems, use one to test that has been created of the new version, not an old pre Connect 6 one, if the browser crashes check the logs.
    T
    thekiwiAuthor
    Participating Frequently
    February 19, 2008
    quote:
    Originally posted by: Kay.P
    So it is crashing on the connecting screen.

    Whether its the loading or connecting screen cant be sure since these schools are remote from where we are.
    quote:

    Do you have SSL setup for the meetings?

    No SSL
    quote:
    Do the FMS logs in breezedir:\logs\support\diagnostic show anything interesting?

    Will get hold of the hosting centre and see what shows.
    quote:
    If the meeting room itself causes problems, use one to test that has been created of the new version, not an old pre Connect 6 one, if the browser crashes check the logs.

    Havent tried that, although have tried multiple rooms... but they all existed prior to the upgrade and have been all used by other schools (wit the same OS, SP etc)

    K
    Kay_P
    Participating Frequently
    February 20, 2008
    In this case get the whole set of log files in breezedir:\logs not just the diagnostic.
    There is also a way to create a log file for the meeting add-in which should be about to launch just before IE crashes, must be documented in the knowledge base somewhere.
    It is really easy, create a file named mms.cfg with these two lines in it:
    PlayerLogging 1
    SingleLogFile 1

    Place the file in c:\windows\system32\ and launch a meeting. After IE crashed, check out "My Documents", there should be a log file for the add-in. Might give you a clue of what is going on.

    To be honest, I think at this point you really want to open a ticket with Adobe Support, they probably have heard of this problem before.

    K
    Kay_P
    Participating Frequently
    February 19, 2008
    Hm, never seen this probelm.
    At what point do you get the error? When loading a meeting?
    Are the machines all on the latest updates from Micro$oft?

    What's the flash player version? There are many things that can cause this, so it is best to check you are running an up to date system, not just the IE should be up to date.
    T
    thekiwiAuthor
    Participating Frequently
    February 19, 2008
    quote:
    Originally posted by: Kay.P
    Hm, never seen this probelm.
    At what point do you get the error? When loading a meeting?

    They are logging in as guest, click enter .. page starts its loading ... and bang. Error.
    quote:

    Are the machines all on the latest updates from Micro$oft?

    Yup, all on XP Pro SP2 and all hotfixes/updates applied
    quote:


    What's the flash player version? There are many things that can cause this, so it is best to check you are running an up to date system, not just the IE should be up to date.

    Flash is current on all the machines (9,0,115,0)
    We are going to try reinstalling Flash after an uninstall ... as its possible a caching problem has resulted in an incomplete install ... however Flash is reported as being installed and reporting version ok

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