CS4 crash with ntdll.dll

[OpeeTaylor]

Newly installed and fully patched CS4.  Nikon Camera Control Pro 2 installed with camera connected via USB.  NikonCapture 4.0 installed.  Epson V700 Pro scanner installed locally via USB.  Sony DPP-EX7 printer installed locally via USB.  Latest display drivers for ATI dual monitor videocard installed.

Windows XP SP2, fully patched.

More often than not, when a user attempts to print an image, CS4 crashes with no error displayed to the user.  The following error sometimes appears in the event log:

Event Type: Error
Event Source: Application Error
Event Category: None
Event ID: 1000
Date:  10/5/2009
Time:  4:47:06 PM
User:  N/A
Computer: <computername>
Description:
Faulting application photoshop.exe, version 11.0.1.0, faulting module ntdll.dll, version 5.1.2600.3520, fault address 0x00011948.

Another error:

Event Type: Information
Event Source: DrWatson
Event Category: None
Event ID: 4097
Date:  10/5/2009
Time:  4:47:39 PM
User:  N/A
Computer: <computername>

Description:
The application, C:\Program Files\Adobe\Adobe Photoshop CS4\Photoshop.exe, generated an application error The error occurred on 10/05/2009 @ 16:47:39.380 The exception generated was 80000007 at address 00000000 (ntdll!KiFastSystemCallRet)

Suspect the sony printer, however, the latest drivers are installed.  A generic postscript printer has been installed as the default for the user which helps, but does not prevent the error from returning.  This has been an ongoing problem with a couple machines at my organization.  Multiple reloads of the operating system, CS4, printer drivers, manipulating user permissions, and the problem persists.  I'm open to any ideas.

[Guest]

You already tried the default printer to local.

have you tried to reset the prefs? See this link

http://forums.adobe.com/thread/375776?tstart=0

For what its worth some poster on google had simular problems as yours but with different software. One poster deleted what was in the XP prefetch folder to fix a explorer problem

Also mention was 3rd party add-ons causing problems. They took the add-on out and there were no more problems. PS CS4 is flaky sometimes with add-ons too.

[OpeeTaylor]

I'm not sure why I'd need to reset preferences on a fresh install.  I have done that on other installs with no success.  I'll take a look at the link though, thanks.

I can try the prefetch folder, but I have found that to be a myth in regards to other applications.

It only has one 3rd-party plugin which is working fine on two other machines though it was designed for CS2.

The problem only occurs when the print dialog box is open and can occur just after clicking print from that box or at the final printer selection.  All other functions of CS4 operate with no crashes.

This problem is almost identical to what we had with CS3, which was never completely resolved.  I don't see how sending a print job can crash an application so easily.

Does anyone believe that the answer would be found by attaching Process Monitor to it and looking for faults there?  If I find something where would be the best place to report it?  I haven't had much response dealing with Adobe directly.  They refer me to the same checklist I've been through numerous times.

I would be willing to share information relating to a resolution.

[Chris Cox]

Sounds like you may have a bad printer driver.

See if there is an update to the printer driver.

[OpeeTaylor]

The first post states that the latest print drivers are installed.

[Chris Cox]

"latest" may not mean "bug is fixed".

Try a different printer and see if the problem goes away.

[OpeeTaylor]

The users must use that printer.  It is a dye-sublimation printer that prints at the quality they require.  It is the same driver that is in service on three other machines that work with the same printer model.  One difference is that the three working machines have had a previous version of Photoshop installed (CS2 or CS3) while the two that are having issues started out with CS4.  I have verified this by inspecting all DLL versions used in conjunction with this printer.  Here is the latest error error detail from the crash given:

<?xml version="1.0" encoding="UTF-16"?>
<DATABASE>
<EXE NAME="Photoshop.exe" FILTER="GRABMI_FILTER_PRIVACY">
    <MATCHING_FILE NAME="ACE.dll" SIZE="956416" CHECKSUM="0x98A147DA" BIN_FILE_VERSION="2.14.21.1744" BIN_PRODUCT_VERSION="2.14.0.1" PRODUCT_VERSION="53.355610" FILE_DESCRIPTION="Adobe Color Engine" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="ACE 2008/08/27-18:10:41" FILE_VERSION="2.14.21.1744" ORIGINAL_FILENAME="ACE.dll" INTERNAL_NAME="ACE" LEGAL_COPYRIGHT="© 1999-2008 Adobe Systems Incorporated" VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0xECB2E" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="2.14.21.1744" UPTO_BIN_PRODUCT_VERSION="2.14.0.1" LINK_DATE="08/28/2008 01:20:54" UPTO_LINK_DATE="08/28/2008 01:20:54" VER_LANGUAGE="English (United States) [0x800]" />
    <MATCHING_FILE NAME="AdobeLinguistic.dll" SIZE="3813376" CHECKSUM="0x7402762C" BIN_FILE_VERSION="4.0.0.7863" BIN_PRODUCT_VERSION="4.0.32.1" PRODUCT_VERSION="4.0.0" FILE_DESCRIPTION="Linguistic Library" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="Adobe Linguisitc Library" FILE_VERSION="4.0.0.7863" ORIGINAL_FILENAME="AdobeLinguistic.dll" INTERNAL_NAME="Lilo" LEGAL_COPYRIGHT="Copyright 1999-2008 Adobe Systems Incorporated. All Rights Reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x3A377C" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="4.0.0.7863" UPTO_BIN_PRODUCT_VERSION="4.0.32.1" LINK_DATE="06/23/2008 23:26:43" UPTO_LINK_DATE="06/23/2008 23:26:43" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="AdobeLM.dll" SIZE="2756608" CHECKSUM="0xBD80A3A1" BIN_FILE_VERSION="3.0.11.10077" BIN_PRODUCT_VERSION="3.0.11.10077" PRODUCT_VERSION="3.0.11.10077 (BuildVersion: 53.352460; BuildDate: Tue Jul 29 2008 16:47:08)" FILE_DESCRIPTION="AdobeLM" COMPANY_NAME="Adobe Systems, Inc." PRODUCT_NAME="AdobeLM" FILE_VERSION="3.0.11.10077 (BuildVersion: 53.352460; BuildDate: Tue Jul 29 2008 16:47:08)" ORIGINAL_FILENAME="AdobeLM.dll" INTERNAL_NAME="AdobeLM" LEGAL_COPYRIGHT="Copyright © 2002-2008  Adobe Systems, Inc.  All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x7" MODULE_TYPE="WIN32" PE_CHECKSUM="0x2A3401" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="3.0.11.10077" UPTO_BIN_PRODUCT_VERSION="3.0.11.10077" LINK_DATE="07/30/2008 00:31:10" UPTO_LINK_DATE="07/30/2008 00:31:10" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="AdobeLM_libFNP.dll" SIZE="2584576" CHECKSUM="0x9EDF2CB2" BIN_FILE_VERSION="11.5.0.1" BIN_PRODUCT_VERSION="11.5.0.1" FILE_DESCRIPTION="FLEXnet Secure Activation Module" COMPANY_NAME="Macrovision Europe Ltd." PRODUCT_NAME="FLEXnet Publisher (32 bit)" FILE_VERSION="11.5.0.1 build 57427" INTERNAL_NAME="libFNP.dll" LEGAL_COPYRIGHT="Copyright (c) 2006-2007, Macrovision Europe Ltd. and/or Macrovision Corporation" VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x1" MODULE_TYPE="WIN32" PE_CHECKSUM="0x0" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="11.5.0.1" UPTO_BIN_PRODUCT_VERSION="11.5.0.1" LINK_DATE="01/08/2008 19:20:52" UPTO_LINK_DATE="01/08/2008 19:20:52" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="AdobeOwl.dll" SIZE="1257984" CHECKSUM="0x8E7158" BIN_FILE_VERSION="2.0.70.0" BIN_PRODUCT_VERSION="2.0.70.0" PRODUCT_VERSION="2.0.70" FILE_DESCRIPTION="Adobe Owl(32 bit)" COMPANY_NAME="Adobe Systems, Incorporated " PRODUCT_NAME="Adobe Owl 2008/08/14-18:38:42" FILE_VERSION="2.0.70" ORIGINAL_FILENAME="AdobeOwl.dll" INTERNAL_NAME="Adobe Owl" LEGAL_COPYRIGHT="Copyright © 2006-2008 Adobe Systems Incorporated. All Rights Reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x1" MODULE_TYPE="WIN32" PE_CHECKSUM="0x1372E8" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="2.0.70.0" UPTO_BIN_PRODUCT_VERSION="2.0.70.0" LINK_DATE="08/15/2008 01:50:47" UPTO_LINK_DATE="08/15/2008 01:50:47" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="AdobeOwlCanvas.dll" SIZE="2247680" CHECKSUM="0x919FC643" BIN_FILE_VERSION="2.0.70.0" BIN_PRODUCT_VERSION="2.0.70.0" PRODUCT_VERSION="2.0.70" FILE_DESCRIPTION="Adobe Owl Canvas" COMPANY_NAME="Adobe Systems, Incorporated" PRODUCT_NAME="Adobe Owl Canvas" FILE_VERSION="2.0.70" ORIGINAL_FILENAME="AdobeOwlCanvas.dll" INTERNAL_NAME="Adobe Owl Canvas" LEGAL_COPYRIGHT="Copyright © 2007,2008 Adobe Systems Incorporated. All Rights Reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x1" MODULE_TYPE="WIN32" PE_CHECKSUM="0x22CC18" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="2.0.70.0" UPTO_BIN_PRODUCT_VERSION="2.0.70.0" LINK_DATE="08/15/2008 02:22:37" UPTO_LINK_DATE="08/15/2008 02:22:37" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="AdobePDFL.dll" SIZE="6033408" CHECKSUM="0x3C874462" BIN_FILE_VERSION="9.0.0.1733" BIN_PRODUCT_VERSION="9.0.0.1733" PRODUCT_VERSION="53.204060" FILE_DESCRIPTION="Adobe PDF Library" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="PDFL 2008/08/20-20:15:08" FILE_VERSION="9.0.0.1733" ORIGINAL_FILENAME="AdobePDFL.dll" INTERNAL_NAME="PDFL" LEGAL_COPYRIGHT="© 1987-2008 Adobe Systems Incorporated.
All Rights Reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x5C15F4" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="9.0.0.1733" UPTO_BIN_PRODUCT_VERSION="9.0.0.1733" LINK_DATE="08/21/2008 03:27:11" UPTO_LINK_DATE="08/21/2008 03:27:11" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="AdobeUpdater.dll" SIZE="522104" CHECKSUM="0xDC86E15C" BIN_FILE_VERSION="6.0.0.1452" BIN_PRODUCT_VERSION="6.0.0.1452" PRODUCT_VERSION="6.0.0.1452 (BuildVersion: 52.338651; BuildDate: Wed Apr 16 2008 19:28:20)" FILE_DESCRIPTION="Adobe Updater Library" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="Adobe Updater Library" FILE_VERSION="6, 0, 0, 1452" ORIGINAL_FILENAME="AdobeUpdater.dll" INTERNAL_NAME="AdobeUpdater.dll" LEGAL_COPYRIGHT="Copyright (c) 2002-2008 by Adobe Systems Incorporated.  All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x1" MODULE_TYPE="WIN32" PE_CHECKSUM="0x8059A" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="6.0.0.1452" UPTO_BIN_PRODUCT_VERSION="6.0.0.1452" LINK_DATE="04/17/2008 03:05:18" UPTO_LINK_DATE="04/17/2008 03:05:18" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="AdobeXMP.dll" SIZE="424960" CHECKSUM="0x997AB99E" BIN_FILE_VERSION="4.2.2.63" BIN_PRODUCT_VERSION="4.2.2.0" PRODUCT_VERSION="4.2.2" FILE_DESCRIPTION="Adobe XMP Core, 4.2.2-c063" PRODUCT_NAME="Adobe XMP Core" FILE_VERSION="4.2.2-c063, 53.352624, 2008/07/30-18:12:18" ORIGINAL_FILENAME="AdobeXMP.dll" INTERNAL_NAME="AdobeXMPCore" LEGAL_COPYRIGHT="Copyright 2002-2008, Adobe Systems Incorporated. All Rights Reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x6F541" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="4.2.2.63" UPTO_BIN_PRODUCT_VERSION="4.2.2.0" LINK_DATE="07/31/2008 01:15:00" UPTO_LINK_DATE="07/31/2008 01:15:00" VER_LANGUAGE="English (United States) [0x800]" />
    <MATCHING_FILE NAME="AdobeXMPFiles.dll" SIZE="502272" CHECKSUM="0x592E54E2" BIN_FILE_VERSION="4.2.2.130" BIN_PRODUCT_VERSION="4.2.2.0" PRODUCT_VERSION="4.2.2" FILE_DESCRIPTION="Adobe XMP Files, 4.2.2-f130" PRODUCT_NAME="Adobe XMP Files" FILE_VERSION="4.2.2-f130, 53.352624, 2008/07/30-18:12:18" ORIGINAL_FILENAME="AdobeXMPFiles.dll" INTERNAL_NAME="AdobeXMPFiles" LEGAL_COPYRIGHT="Copyright 2002-2008, Adobe Systems Incorporated. All Rights Reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x7C315" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="4.2.2.130" UPTO_BIN_PRODUCT_VERSION="4.2.2.0" LINK_DATE="07/31/2008 01:15:25" UPTO_LINK_DATE="07/31/2008 01:15:25" VER_LANGUAGE="English (United States) [0x800]" />
    <MATCHING_FILE NAME="AdobeXMPScript.dll" SIZE="166912" CHECKSUM="0xE6F7F93E" BIN_FILE_VERSION="4.2.2.11" BIN_PRODUCT_VERSION="4.2.2.0" PRODUCT_VERSION="4.2.2" FILE_DESCRIPTION="Adobe XMP Script, 4.2.2-s011" PRODUCT_NAME="Adobe XMP Script" FILE_VERSION="4.2.2-s011, 53.352624, 2008/07/30-18:12:18" ORIGINAL_FILENAME="AdobeXMPScript.dll" INTERNAL_NAME="AdobeXMPScript" LEGAL_COPYRIGHT="Copyright 2002-2008, Adobe Systems Incorporated. All Rights Reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x2CCBB" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="4.2.2.11" UPTO_BIN_PRODUCT_VERSION="4.2.2.0" LINK_DATE="07/31/2008 01:15:30" UPTO_LINK_DATE="07/31/2008 01:15:30" VER_LANGUAGE="English (United States) [0x800]" />
    <MATCHING_FILE NAME="adobe_caps.dll" SIZE="215040" CHECKSUM="0xFF62E612" BIN_FILE_VERSION="2.0.99.0" BIN_PRODUCT_VERSION="2.0.99.0" PRODUCT_VERSION="2,0,99,0" FILE_DESCRIPTION="Adobe CAPS DLL" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="Adobe CAPS" FILE_VERSION="2,0,99,0" ORIGINAL_FILENAME="adobe_caps.dll" INTERNAL_NAME="adobe_caps.dll" LEGAL_COPYRIGHT=" (c) 2006-2008 Adobe Systems, Inc.  All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x4329D" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="2.0.99.0" UPTO_BIN_PRODUCT_VERSION="2.0.99.0" LINK_DATE="04/24/2008 12:42:02" UPTO_LINK_DATE="04/24/2008 12:42:02" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="adobe_epic.dll" SIZE="465408" CHECKSUM="0x262B482F" BIN_FILE_VERSION="3.0.1.10077" BIN_PRODUCT_VERSION="3.0.1.10077" PRODUCT_VERSION="3.0.1.10077 (BuildVersion: 53.352460; BuildDate: Tue Jul 29 2008 16:47:08)" FILE_DESCRIPTION="Adobe EPIC DLL" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="Adobe EPIC" FILE_VERSION="3.0.1.10077" ORIGINAL_FILENAME="adobe_epic.dll" INTERNAL_NAME="adobe_epic.dll" LEGAL_COPYRIGHT=" (c) 2003-2008 Adobe Systems, Inc.  All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x73C96" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="3.0.1.10077" UPTO_BIN_PRODUCT_VERSION="3.0.1.10077" LINK_DATE="07/30/2008 00:28:52" UPTO_LINK_DATE="07/30/2008 00:28:52" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="adobe_eula.dll" SIZE="359424" CHECKSUM="0xCBA246C0" BIN_FILE_VERSION="3.0.1.10077" BIN_PRODUCT_VERSION="3.0.1.10077" PRODUCT_VERSION="3.0.1.10077 (BuildVersion: 53.352460; BuildDate: Tue Jul 29 2008 16:47:08)" FILE_DESCRIPTION="Adobe EPIC EULA DLL" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="Adobe EPIC EULA" FILE_VERSION="3.0.1.10077" ORIGINAL_FILENAME="adobe_eula.dll" INTERNAL_NAME="adobe_eula.dll" LEGAL_COPYRIGHT=" (c) 2003-2008 Adobe Systems, Inc.  All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x5D770" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="3.0.1.10077" UPTO_BIN_PRODUCT_VERSION="3.0.1.10077" LINK_DATE="07/30/2008 00:30:50" UPTO_LINK_DATE="07/30/2008 00:30:50" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="AFlamingo.dll" SIZE="912384" CHECKSUM="0xEE4E3F03" BIN_FILE_VERSION="1.0.404.1" BIN_PRODUCT_VERSION="1.0.0.1" PRODUCT_VERSION="53.350580" FILE_DESCRIPTION="Adobe Flamingo" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="AFlamingo 2008/07/09-11:28:44" FILE_VERSION="1.0.404.1638" ORIGINAL_FILENAME="AFlamingo.dll" INTERNAL_NAME="AFlamingo" LEGAL_COPYRIGHT="© 2008 Adobe Systems Incorporated" VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0xE781F" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="1.0.404.1" UPTO_BIN_PRODUCT_VERSION="1.0.0.1" LINK_DATE="07/09/2008 18:29:37" UPTO_LINK_DATE="07/09/2008 18:29:37" VER_LANGUAGE="English (United States) [0x800]" />
    <MATCHING_FILE NAME="AGM.dll" SIZE="3552768" CHECKSUM="0x1F24383C" BIN_FILE_VERSION="4.19.26.1744" BIN_PRODUCT_VERSION="4.19.0.1" PRODUCT_VERSION="53.355610" FILE_DESCRIPTION="Adobe Graphics Manager" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="AGM 2008/08/27-18:10:41" FILE_VERSION="4.19.26.1744" ORIGINAL_FILENAME="AGM.dll" INTERNAL_NAME="AGM" LEGAL_COPYRIGHT="© 1984-2008 Adobe Systems Incorporated" VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x36AFF5" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="4.19.26.1744" UPTO_BIN_PRODUCT_VERSION="4.19.0.1" LINK_DATE="08/28/2008 01:35:18" UPTO_LINK_DATE="08/28/2008 01:35:18" VER_LANGUAGE="English (United States) [0x800]" />
    <MATCHING_FILE NAME="ahclient.dll" SIZE="172032" CHECKSUM="0x2D85AFB9" BIN_FILE_VERSION="1.3.12.0" BIN_PRODUCT_VERSION="1.3.12.0" PRODUCT_VERSION="1, 3, 12, 0" FILE_DESCRIPTION="Adobe Help Client Library" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME=" AdobeHelp Dynamic Link Library" FILE_VERSION="1, 3, 12, 0" ORIGINAL_FILENAME="ahclient.dll" INTERNAL_NAME="AdobeHelp" LEGAL_COPYRIGHT="Copyright (C) 2008 Adobe Systems Inc." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x30B0B" LINKER_VERSION="0x10000" UPTO_BIN_FILE_VERSION="1.3.12.0" UPTO_BIN_PRODUCT_VERSION="1.3.12.0" LINK_DATE="08/14/2008 18:51:37" UPTO_LINK_DATE="08/14/2008 18:51:37" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="aif_core.dll" SIZE="390144" CHECKSUM="0xF2DF9119" BIN_FILE_VERSION="1.0.0.1" BIN_PRODUCT_VERSION="1.0.0.1" PRODUCT_VERSION="1.0" FILE_DESCRIPTION="Adobe Image Foundation" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="AIF" FILE_VERSION="1.0.00" ORIGINAL_FILENAME="" INTERNAL_NAME="AIF" LEGAL_COPYRIGHT="© 2005-2008 Adobe Systems Incorporated" VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x6CCDB" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="1.0.0.1" UPTO_BIN_PRODUCT_VERSION="1.0.0.1" LINK_DATE="08/10/2008 20:22:39" UPTO_LINK_DATE="08/10/2008 20:22:39" VER_LANGUAGE="English (United States) [0x800]" />
    <MATCHING_FILE NAME="aif_ogl.dll" SIZE="1863680" CHECKSUM="0xFDDEC406" BIN_FILE_VERSION="1.0.0.1" BIN_PRODUCT_VERSION="1.0.0.1" PRODUCT_VERSION="1.0" FILE_DESCRIPTION="Adobe Image Foundation" COMPANY_NAME="Adobe Systems Incorporated" PRODUCT_NAME="AIF" FILE_VERSION="1.0.00" ORIGINAL_FILENAME="" INTERNAL_NAME="AIF" LEGAL_COPYRIGHT="© 2005-2008 Adobe Systems Incorporated" VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x4" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x1C9945" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="1.0.0.1" UPTO_BIN_PRODUCT_VERSION="1.0.0.1" LINK_DATE="08/10/2008 20:22:46" UPTO_LINK_DATE="08/10/2008 20:22:46" VER_LANGUAGE="English (United States) [0x800]" />
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[Chris Cox]

Just try a different printer.

If using that printer doesn't cause a crash, then you can be reasonably certain that the bug is in the original printer driver (in which case Adobe can't do anything about it and you need to contact the printer manufacturer).

[OpeeTaylor]

I'm sorry Mr. Cox, your posts aren't helpful.  There are 5 machines with CS4.  The same 5 machines have the exact same dye-sublimation printer make, model, and driver.  2 machines routinely crash when attempting to print through CS4.  Sending the print job to a different printer does not resolve the problem.  For one it must go to a printer that can produce the quality required.  Sending it to an inkjet or laser printer does not produce the required results.  If the problem was the printer driver, why do they work on a majority of the machines without error?  There would be consistency with the printer driver if it were truly to blame.

[Guest]

Reading the owners manual it stated that the printer may not work correctly if another USB device is connected? Maybe that is just a save themselves statement.

The only thing I can think of is maybe the print spooler is not set to auto in services.

Sercurity privlige settings? I can't remember if you wrote if you checked that. (Running CS4 as admin and such)

[OpeeTaylor]

I have cleared the preferences on CS4.

I went through the 'Optimize performance of Photoshop CS4 on Windows XP' from Adobe's site.  Those settings which are written to the preference files have been copied to the user profiles, backing up their original ones.

I have matched amount of RAM available to CS4 and pagefile size with other, known good, machines.  The scratch disk is located in the same place as the known good machines.  I've installed the latest display drivers for the dual-monitor videocard.

Regarding additional USB devices, the Epson V700 flatbed scanner is USB.  That device type also exists on all 5 workstations with no problem.  I can eliminate it as a test and report back.

The Print Spooler is set to Automatic in Services.  In the Recovery tab for the service, I changed the subsequent failures from Take No Action to Restart the Service.

Users have full rights to the printer(s).  I've granted additional rights to the program directories in Common Files, and Adobe with no success.  I can recreate the error under my login with domain admin privileges, so it's hard to say it's a user rights issue.

[Guest]

I am fresh out of ideas. You covered everything that I know of. Unless someone else with vast more experience then me chimes in all you can do is call Adobe customer service. I wish you luck with that.

[Chris Cox]

I'm sorry to hear that you're not willing to try troubleshooting the problem to identify the cause.

Good luck solving it.

[mariewarner]

@Chris

I think you posted in the wrong thread!

@OpeeTaylor

How did you 'update' CS4?

I had a crash with ntdll and the versioncue problem but a reinstall and updating manually solved all my problems.

[OpeeTaylor]

@ Chris

Your posts have clearly indicated that you haven't read my posts fully and have a single focus of laying the blame somewhere outside of Adobe's products.  I'm open to any resolution, but given the situation with the same printers/drivers running fine on other workstations, I can only go so far with that.  You only know what I've posted here as to what I've done to troubleshoot this and have no idea how long this problem has existed.  One of the machines have been reloaded 3 times.  One reload was performed by another consultant to make sure I wasn't missing something.  It was even replaced with a new one at one point and the problem persists.  Part of that information was in the first post, had you read it.  I've answered every one of your posts on this thread.  I hope you are not the moderator.  If not, perhaps the moderator should address your conduct.

@mariewarner

CS4 was updated through the 'check for updates' feature within the program.  I will try that (updating manually) on one of the two workstations and report back.  Thank you very much for posting.

@ large

In comparing the installations between the working stations and non working stations, I have found one difference that I'm unsure whether it has any bearing.  The following file versions vary, though all workstations have the same service pack level and are patched through the same WSUS:

P5UI.dll Version Info = 0.3.6000.16386 - 6.0.6000.16386

Pscript5.dll Version Info = 0.3.6000.16386 - 6.0.6000.16386

The machines that are working have the same files, but different versions:

PS5UI.DLL Version Info = 0.3.3790.1830 - 5.2.3790.1830

PSCRIPT5.DLL Version Info = 0.3.3790.1830 - 5.2.3790.1830

From what I've read these windows files have to do with post script printing and is the Windows PostScript Printer Driver.  I've attached File Monitor to one of the non-working machines and see that Photoshop is accessing these files while the print dialog box is open.  It's not a simple matter of copying these DLLs over, replacing the existing ones.  Tried that, and the results were BSOD when attempting to print.  Reverted back, no BSOD.

[Chris Cox]

Opee - I read your posts, and I gave you instructions to try and troubleshoot the problem.  I was trying to help you, but you refuse to help yourself.   In fact, you really didn't do the steps necessary to isolate the cause.  The most likely cause still is the printer drivers -- but there may be something that triggers the problem on some machines and not others.  To isolate the cause, you need to remove a factor at a time from a machine known to have the problem.  I asked you to do that, and you refused and started saying how unhelpful I was.

Fine.  You're on your own.

[OpeeTaylor]

Thank you, Mr. Cox.  I would be appreciative if you would not post in this thread if your only suggestions are to try a different printer or printer driver.  I told you I have installed the latest print driver.  I have the original print driver as well.  There are only two available for that printer, so I'd say that I've attempted your suggestion.  That attempt was made prior to the original post and was listed in my original post.  See 'Multiple reloads of the operating system, CS4, print drivers...' at the start of the thread.  I discounted that as something that has already been tried.  As to trying a different printer, I have answered that as well.  If I were not willing to troubleshoot the issue, I would not spend my time communicating with users on this forum, detailing everything that I've done to resolve the issue.  For the last reply to you, I will repeat myself once again.  Here's the math.  There are five computers with the same OS, now the same service pack level, the same patch level (I administer the WSUS server), the same collection of applications, the same make/model of flatbed scanner Epson V700 which connects via USB and have the same drivers, the same make/model of Sony dye-sublimation printer DPP-EX7 which connects via USB and have the same drivers (see original post for the rest).  All workstations have ATI dual-monitor video cards with the latest display drivers  (this is only mentioned as other issues have been connected to display driver issues).  Three out of the five workstations can print to the Sony DPP-EX7 with no problems whatsoever.  I loaded four out of the five workstations personally.  All five workstations are late model Dells.

Here is more history to the problem, detailing the lengths that have been taken to troubleshoot the problem:

The first workstation to display the issue had photoshop re-installed, the printer drivers were re-installed, the latest printer driver was installed, the OS was reloaded and photoshop was installed again(one of many times).  Occasionally it would print, but more often than not, CS4 would crash any time a print job was issued.  The workstation was eventually re-purposed to another department.  A new workstation was purchased and loaded to match the other three workstations that don't display any associated problems.  The issue still remained.  I too, initially blamed the printer.  The same printer was connected to my personal workstation for a month.  I printed to it with no problems at all during this time.  I had no choice but to admit the printer was functioning.  I changed power cords on the printer.  I replaced the USB cable connecting the printer to the workstation.  I went through the BIOS to make sure there were no unique power management settings for the USB port it was plugged into as some newer Dells have that option.  I again reloaded the machine from scratch.  The problem occurs whether the user has full administrative rights or not, though I have tried in the past to change user permissions relating to CS4.  I have reset preferences in CS4.  I have been through the list of suggestions for optimizing CS4 under Windows XP.  The second workstation to display these symptoms is identical in its behavior.  CS4 works fine until you try to print. The same printer make/model/driver and other specs as listed in the previous paragraph exist on this second workstation.  I have verified the printer installation on all five machines to be identical.  There are three DLLs associated with the Sony driver.  I have verified the file versions amongst all five workstations to be the same.  I have verified all registry settings pertaining to these DLLs to be identical amongst the workstations.  I installed the same make/model printer on another workstation and shared it over to the problem workstation in another room, it printed fine.  It does not print reliably as a local printer.  Again, same make/model/driver.  When you share over the printer it, of course, copies over the needed drivers.  This was done previous to the opening of this thread.  It is needed local to the workstation.  I have installed generic postscript drivers and replaced the users' default printer with that one, telling the user to select the Sony printer manually each time.  This workaround hasn't proven reliable either.  I cannot find a post script printer driver (PPD) file specific to the model of Sony printer to test.  The list on Adobe's page of PPDs does not indicate that model of Sony.  I installed File Monitor on the latest workstation to display the issue to further troubleshoot the problem.  My previous post brings up a discrepancy amongst file versions of the windows postscript drivers.  File Monitor shows photoshop.exe is accessing these files while manipulating the CS4's print dialog box, though the printer in question does not utilize these files as the config or driver file for the printer.

Side Note for all - If a user wants to see if their printer is using the Windows post script drivers or Windows Universal Print Drivers, open the Printers and Faxes dialog box, on the right-hand side, right-click on an empty portion of the window, click Server Properties, click the Drivers tab, click the name of the installed printer, click Properties, and make note of the Driver Path, Config file, Data file, Driver File, and Dependent File(s).  If you see Pscript5.dll or Unidrv.dll, that printer is using a post script driver or universal print driver respectively.

As you can see, I've spent considerable time troubleshooting this problem.  I would like nothing better to find a resolution and move on.  So, if anyone has any productive suggestions, I'd be willing to attempt and report back.  If I find the solution, I will share it here. I have yet to try mariewarner's suggestion of uninstall/reinstall and manually update CS4 due to time on other tasks, but hope to have that done tomorrow.

[OpeeTaylor]

I performed the following yesterday:

Deactivated CS4 on the workstation.

Uninstalled CS4, reboot

Downloaded and install the MS installer cleanup utility

Downloaded and run the CS4 Cleanup script.  It says it is for Design, but I found posts saying it can be used for Photoshop.  Either way, it didn't appear to find anything to remove.

Logged into the local administrator account instead of a domain admin account.

Copied the contents of the CS4 CD to the desktop of the local administrator account. This was a suggestion for another version of Photoshop somewhere.  Not really sure what this was to accomplish...

Installed CS4 from the desktop.

Reboot.

Launched CS4 several times under the local administrator account.

Set the preferences under the local administrator account.

Copied the preferences from the local administrator account to all the user profiles on the workstation, so the preferences are identical.

Let the updater check for updates and made a list of those updates.

Manually downloaded all updates from Adobe's site

Installed all the updates individually.

Reboot.

Uninstalled the Sony DPP-EX7 printer.

Deleted the driver from the computer through Print Server Properties - Drivers.

Unplugged the printer from the workstation, shut the printer off, removed power

Reinstalled the original printer driver via the original installation CD.  This is one of two drivers in existence for this printer.

Restored power to the printer, turned it on, plugged it into the workstation, and the driver was installed.

I spoke to the end users and asked them to try and recreate the issue as they do best.

The issue still remains.

I will install the one and only update for the printer driver, but this is ceremonial as it has been done several times before.

After this is confirmed to fail, I will take a known working Sony DPP-EX7 from another, known working workstation, and attach it to this problem workstation.  I will uninstall and reinstall the print driver(s).

If that fails, I will do a full reinstall of the print spooler and reinstall each printer.  I'll report the results.

[OpeeTaylor]

I installed the one and only print driver update for the Sony and the symptoms are the same.

I took the known-working Sony printer from another known-working PC and connected it to the problem PC, reinstalling the driver(s).  The printer will print one picture correctly. The next time an attempt to print is made, CS4 crashes to the desktop.  The crash can occur before the print job is sent to the printer, but while the adobe print dialog box is still open.  The failing module is always the same, ntdll.dll.

I ran the 'Fix it' solution from the following site concerning print spooler errors, though CS4 is crashing: http://support.microsoft.com/kb/2000007  This resets print spooler to out-of-box defaults.   Re-installed the Sony printer driver(s) only.  Same error/ symptoms.

I proceeded with steps taken from MS KB article 324757 to completely remove all third-party print drivers and reinstalled the Sony printer driver(s) only.  Same error/symptoms.

Attached Process Monitor to the machine and recreated the problem.  A buffer overflow appears to occur and CS4 closes.  I could entirely reload one of the two PCs.  However, one of them has been reloaded multiple times already with no improvement, so that would seem to fit the definition of insanity.

I see this post is over 600 hits in just over a week.  I've seen other posts reporting similar problems as well.  Is anyone reading this chasing the same problem?

[Slashdot3]

It sounds like you've done everything except use a different printer/driver.

If that worked, then the cause would be your current printer driver, case closed.

I don't know why you're going on and on about this in the Adboe forums when you should be talking to Sony Tech Support.

[Guest]

Slashdot3 wrote:

It sounds like you've done everything except use a different printer/driver.

If that worked, then the cause would be your current printer driver, case closed.

I don't know why you're going on and on about this in the Adboe forums when you should be talking to Sony Tech Support.

Quite. And I've rarely seen such a haphazard, non-systematic, and hard-to-follow chain of troubleshooting.

Sorry for the gratuitous comment but I've been following this thread with mounting frustration.

[OpeeTaylor]

Haphazard? 
Let's see... 
I've gone through the adobe articles to resolve and it failed.  Those steps involved everything I've listed in this thread with the exception

of resetting the print spooler which comes from Microsoft (post 21).  Follow the links in post 22, read what Adobe recommends as troubleshooting steps, and see if you don't find the same steps listed there as I've taken.  Optimize CS4, reset preferences, reinstall CS4, reinstall drivers, try a post script driver as the default, try different drivers, try a known working printer (see post 21), reinstall the OS and start over; are all found in the links posted on adobe's website.  That is the order of troubleshooting that has been taken on the PC.  The order of information that appears in the thread is

not completely chronological.  I tried to be brief in the original post, so as to frevent a manifesto on the problem. I should have wrote a

book for the first post that no one would take the time to read.

So you think it's the same drivers for the same printer that is working on 3 out of 5 PCs that is causing the failure on 2?  Sure, that is completely logical.

One poster tells me I don't want to troubleshoot the problem, while others tell me I'm beating a dead horse.  You only provided criticism.  I reply in kind.  I agree.  It is frustrating.

[OpeeTaylor]

Read post 21.  A working printer of the same model from another PC was installed on the problem PC and it didn't work.  Took the printer back to the other PC and it works fine.  Yes, same driver is on both PCs.  The problem doesn't follow the printer itself.  It follows the PC.  The printer works fine as long as you aren't sending the job through CS4.  Sony's done at that point.

[mariewarner]

XPSP2?

Why not SP3?

I believe SP3 has a new kernel.

Have you tried SP3?

[OpeeTaylor]

Both problem machines are now on XP Service Pack 3.  The problem persists.