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danielb31688509
danielb31688509
Participating Frequently
November 12, 2015
Question

Pay Per Incident support (crash dump analysis)

  • November 12, 2015
  • 8 replies
  • 648 views

Hello,

We have a problem with Flash Player, every version from 13 upwards crashes intermittently since upgrading to IE11.

Our setup is complex  but briefly we are running multiple XenApp 2008 R2 servers all running the same image.  Randomly across different servers we see iexplore crashing, the flash ocx file being the culprit.

We cannot solve the problem and have dedicated days into troubleshooting, we can see from memory dump analysis that it's a method in the flash player dll causing the problem but as we have no public symbols I can go no further.  Microsoft PSS came to same conclusion and suggest we contact adobe.

I need to organise some kind of commercial support, I cannot do this via a support forum due to the setup we have - it would likely take too long to explain (but willing to try).

We've tried everything to resolve the problem and the only resolution is to restart the affected server, which reverts then image back to "gold" until next time.

Right now on one server I can't even uninstall flash because the uninstaller crashes, another reason why Microsoft are not interested.

Is there a support number I can call for dedicated business support?

Thanks,

Daniel

    This topic has been closed for replies.

    8 replies

    danielb31688509
    danielb31688509Author
    Participating Frequently
    November 16, 2015

    Thanks for the reply, have just finished reading your thread.  Interesting suggestion and its something that we have considered internally here, its more the response we will have back from our users should we decide to remove Flash in its entirety.  Some of the sites our users visit are behind the times in terms of their content and we have a few very specific ones which require flash, we do have some work arounds for those specific sites.

    I think we may have to consider removing flash entirely as the lack of response from Adobe is a little concerning.  I can appreciate its a free product, but with no means of coummunication other than a public forum it is hard to support in a production environment.

    chris.campbell
    chris.campbell
    Legend
    November 16, 2015

    Hi Daniel,

    We do not have a pay service for Flash Player support, however, we do have a public bug database and I'd be more than happy to have us take a look at crash dumps (.dmp) that you have available.  I will say that you're running in a gray area.  We don't officially support VM environments like Citrix, so there's no testing done under this scenario on a regular basis.

    When it comes to reproducing bugs, reproducible steps that our QA and development engineers can run through are absolutely the most critical.  Baring that, getting crash dumps can *sometimes* lead us to the problem (though much more time intensive and error prone.)  You report that you're problem is *intermittently* reproducible and goes back to v13.  That makes me suspect that it's somewhat rare and possibly specific to your environment.

    That said, let's start with the bug report first.  Maybe something will pop up.  Please make sure to submit the bug and crash dump using the latest (preferably the current release or beta) build of Flash Player.  The bug database is located at https://bugbase.adobe.com.  Once added, please let me know the bug number.

    Thanks,

    Chris

    danielb31688509
    danielb31688509Author
    Participating Frequently
    November 17, 2015

    Hi Chris,

    Thanks for your reply, I have now logged this under bug 4088204.   Its a difficult one to reproduce on any other system, as you say its very likely that its environment spefic.  You will see I have attached a memory dump to the case and I hope that provides you with some inside, even if you cant say exactly what the crash is caused by if you could give me any kind of pointers into an area to look at, at least then there may be a way forward.

    For example, I have some thoughts that this may be display driver related - but that is more of a hunch rather than based on any specific evidence.

    If you need anything else from me or have any further questions please get in touch.

    Thanks,

    Daniel

    0
    danielb31688509
    danielb31688509Author
    Participating Frequently
    November 13, 2015

    Looking here: What are my contact options? it seems like the Forums are the only way to go, as Flash Player is a free product.

    Are there any Adobe representatives that can give me instructions on what the best way to continue is?  I can supply memory dumps and any other information required.

    Thanks.

    danielb31688509
    danielb31688509Author
    Participating Frequently
    November 16, 2015

    Anyone from Adobe able to comment at all?

    0
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