Notes client Crash often

HCL Domino Domino Forum
1

The lotus Notes client crash multiple time per days, immediately after the user receive a Sametime chat. Here is the crash log from his computer. Every crash log look the same:

############################################################

FATAL THREAD 57/70 [ notes2: 1684: 1134]

FP=0x283ef3c4, PC=0x00000000, SP=0x283ef384

stkbase=283f0000, total stksize=20480, used stksize=3196

EAX=0x13cca700, EBX=0x283ef3d0, ECX=0x13cca7b8, EDX=0x283ef3a0

ESI=0x7767dd88, EDI=0x283ef3c0, CS=0x0000001b, SS=0x00000023

DS=0x00000023, ES=0x00000023, FS=0x0000003b, GS=0x00000000 Flags=0x00010246

Exception code: c0000005 (ACCESS_VIOLATION)

############################################################

[ 1] 0x77657186 ole32.CoTaskMemRealloc+3868 (21ddba68,0,17,0)

[ 2] 0x7767e2a2 ole32.CoCreateInstanceEx+215 (21ddba68,0,17,0)

[ 3] 0x7767e203 ole32.CoCreateInstanceEx+56 (21ddba68,0,17,0)

[ 4] 0x7767e1bc ole32.CoCreateInstance+52 (21ddba68,0,17,70dc8848)

[ 5] 0x70dc87da audioses.DllGetClassObject+19088 (40000,3dabb6c9,284bfc98,70dc3f78)

[ 6] 0x70dc8380 audioses.DllGetClassObject+17974 (13aa3b28,0,40000,30d40)

[ 7] 0x6eb2174a DSOUND.DirectSoundCreate8+21998 (284b0f70,0,284bf094,284bf0bc)

[ 8] 0x6eb21428 DSOUND.DirectSoundCreate8+21196 (284bf138,284b0f70,0,284bf094)

[ 9] 0x6eb1d33d DSOUND.DirectSoundCreate8+4577 (284bf7a8,0,284bf6c8,284bf6c8)

[10] 0x6eb1f9af DSOUND.DirectSoundCreate8+14419 (0,284bf5d0,3,13b43cf8)

[11] 0x6eb1cb21 DSOUND.DirectSoundCreate8+2501 (3,0,284bf870,284bf5d0)

[12] 0x6eb1caa8 DSOUND.DirectSoundCreate8+2380 (3,0,3,283eff70)

[13] 0x6eb1d181 DSOUND.DirectSoundCreate8+4133 (0,1,0,77a6c1a0)

[14] 0x6eb1d26e DSOUND.DirectSoundCreate8+4370 (284bf870,0,0,1)

[15] 0x7f2b2d03 jsoundds.Java_com_sun_media_sound_DirectAudioDevice_nService@20+968 (0,5fdd133b,0,0,0)

[16] 0x77d7e4b6 ntdll.RtlInitializeExceptionChain+99 (7f2b2ce5,0,0,0,0)

[17] 0x77d7e489 ntdll.RtlInitializeExceptionChain+54 (7f2b2ce5,0,0,198,0)

Look like it is related with the Sound Sametime try to generate when receiving a new chat.

What will you do to fix this issue?

Disable sound notification

try a different sound?

Upgrade direct x

We already try to re-install notes and it doesn’t make any difference.

The user already has FP1 installed.

2

Subject: Notes client Crash often- DLL not related to Notes

It seems to be a DLL not related to Notes because there is a number before the line not a @.

1] 0x77657186 ole32.CoTaskMemRealloc+3868 (21ddba68,0,17,0) [ 2] 0x7767e2a2 ole32.CoCreateInstanceEx+215 (21ddba68,0,17,0)

[ 3] 0x7767e203 ole32.CoCreateInstanceEx+56 (21ddba68,0,17,0)

[ 4] 0x7767e1bc ole32.CoCreateInstance+52 (21ddba68,0,17,70dc8848)

[ 5] 0x70dc87da audioses.DllGetClassObject+19088 (40000,3dabb6c9,284bfc98,70dc3f78)

[ 6] 0x70dc8380 audioses.DllGetClassObject+17974 (13aa3b28,0,40000,30d40)

[ 7] 0x6eb2174a DSOUND.DirectSoundCreate8+21998 (284b0f70,0,284bf094,284bf0bc)

[ 8] 0x6eb21428 DSOUND.DirectSoundCreate8+21196 (284bf138,284b0f70,0,284bf094)

[ 9] 0x6eb1d33d DSOUND.DirectSoundCreate8+4577 (284bf7a8,0,284bf6c8,284bf6c8)

[10] 0x6eb1f9af DSOUND.DirectSoundCreate8+14419 (0,284bf5d0,3,13b43cf8)

[11] 0x6eb1cb21 DSOUND.DirectSoundCreate8+2501 (3,0,284bf870,284bf5d0)

[12] 0x6eb1caa8 DSOUND.DirectSoundCreate8+2380 (3,0,3,283eff70)

[13] 0x6eb1d181 DSOUND.DirectSoundCreate8+4133 (0,1,0,77a6c1a0)

[14] 0x6eb1d26e DSOUND.DirectSoundCreate8+4370 (284bf870,0,0,1)

[15] 0x7f2b2d03 jsoundds.Java_com_sun_media_sound_DirectAudioDevice_nService@20+968 (0,5fdd133b,0,0,0)

[16] 0x77d7e4b6 ntdll.RtlInitializeExceptionChain+99 (7f2b2ce5,0,0,0,0)

[17] 0x77d7e489 ntdll.RtlInitializeExceptionChain+54 (7f2b2ce5,0,0,198,0)

Description

audioses.dll is a AudioSession belonging to Microsoft® Windows® Operating System from Microsoft Corporation

I would get an update on some drivers or disable the sound notification

JYR

3

Subject: More

We have been seeing this issue and are working it as part of Notes 8.5.1 we still have not found a fix, We have cleaned up Sametime’s use of the Sound code. But are working it now at a lower level. I have a few questions.

System info:

manufacture:

model:

added sound cards:

OS:

If Vista, are there Vista drivers for it

OS Rev:

How offend has it been happening?

if the Sametime Sound Notifications are disabled, this should prevent the issue:

Howie:

4

Subject: So far

That user use a laptop HP EliteBook 2730P.He use Windows/Vista 6.0 [32-bit] Tablet PC Edition (Build 6001), PlatID=2, Service Pack 1 (2 Processors)

No Added sound card. This is a laptop and he uses the sound card integrated to the motherboard.

Lotus Notes crash multiple time per days. It depend on Sametime chat he can receive.

Yesterday, I applied this Microsoft hotfix:

Windows6.0-KB957569-x86.msu to update the DLL that seem to cause the crash: audioses.Dll

http://support.microsoft.com/kb/957569

But Again this morning his Lotus Notes crashes when he received a Sametime chat.

Today, I saw that the user was using a Windows Drivers for the Audio. “Device High definition Audio by Microsoft 2006-06-21” I went on the HP web site to download the recommended driver for this laptop: SoundMAX Integrated Digital HD Audio 2008-12-11.

I hope it will fix his issue.

5

Subject: Crash Again

The Lotus Notes crashed again the same day.

The user told me he has installed The HP software to update all his drivers to the most recent.

I will soon ran out of idea, please help?