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MartijnPik
Contributor
Contributor

Application profiler ntdll.dll error

Hi,

I have an issue with the UEM Application Profiler 9.0 x64.

When profiling an application, and it happens with every app i profile, the following happens:

(for example i used snippingtool.exe)

When application profiling is finished, i close the application. As soon as i close the app, an error occurs.

I'm getting an APPCRASH error:

SnippingTool.exe

   6.1.7600.16385

   4a5bcb47

   ntdll.dll

   6.1.7601.19160

   56bcd74c

   c0000005

   000000000004f31d

   a20

   01d193e78fdf70f9

   C:\Windows\system32\SnippingTool.exe

   C:\Windows\SYSTEM32\ntdll.dll

   cff9b86b-ffda-11e5-bcc9-0050568944a6

VM specs;

Clean Windows 7 x64 but with the latest windows updates.

VMWare UEM Application Profiler 9.x64

I'm allmost sure that a windows update is causing the error. Because when i profile an application on a machine without updates, the error doesn't occur.

Despite the error, the recorded profile can be used without any problems. (as far as i know)

Does anyone else also have this problem?

Or knows how to fix this.

Thank you.

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18 Replies
Pim_van_de_Vis
VMware Employee
VMware Employee

Can you try to uninstall and reinstall the Application Profiler?

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MartijnPik
Contributor
Contributor

Thank you for your answer.

I already reinstalled the UEM profiler a couple of times. I also created a few new, totally clean VM's, with and without Windows updates.

The VM's with Windows updates all got the error. And the ones without the Windows Updates didn't.

Does any one else also have this issue?

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Pim_van_de_Vis
VMware Employee
VMware Employee

Hi,

That's interesting. If you can reproduce the problem, there is definitely something going wrong.

How are you installing these updates? Just all the online updates? Of do you publish a specific list up updates using WSUS or SCCM?

And are you only updating Windows, or also installing some other apps?

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MartijnPik
Contributor
Contributor

Yes,i can reproduce the problem.

I'm installing all the online updates.

I tested it on a CLEAN VM, with nothing else than W7 x64, and all the Windows Updates. And of course the Application Profiler 9.0 x64.

Yesterday i created a support request, so i'll let you know how it ends.

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Pim_van_de_Vis
VMware Employee
VMware Employee

I can't replicate in my environment.

Just to be sure, can you post a screenshot of the add/remove programs list?

Also can you upload the logfile from the Application Profiling session? It's located at %programdata%\Immidio\Application Profiler\2.0

Also, can you send me the support request ticket number? Then I can track the progres internal.


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MartijnPik
Contributor
Contributor

Below you see a screenshot of the add\remove programs list.

There are no logfiles of the session in %programdata%\Immidio\Application Profiler\2.0.

Not even when i profile an application first.

So i can't help you with that right now.

I also tried to replicate it on one of my VM's on my laptop. And yes, i also got the error.

The W7 x64 image i used on my laptop, is a couple of years old maybe. I needed to download 170+ updates to fully update my W7.

But that should not make a difference in my opinion. Also the image i used on my laptop, is different from the image i used in our customer environment.

This is the support request: SR# 16957954104

Applications.png

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Pim_van_de_Vis
VMware Employee
VMware Employee

The logfile should be there WHILE profiling the application. Can you check if it's there before you close the application that you are profiling?

Another test, can you re-download the UEM software from My VMware? Maybe your installation files are corrupt in some way.

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Pim_van_de_Vis
VMware Employee
VMware Employee

something else I thought about. The Profiler needs Admin permissions. Can your try 'run as' and use admin credentials to launch the Profiler?

Did you turn off User Account Control?

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MartijnPik
Contributor
Contributor

Again thank you for your answer.

I attached the logfiles to this post.

I already tried to launch the Application Profiler with admin credentials. But results are the same.

UAC was also disabled, so that isn't the problem.

Tonight or tomorrow i'll download UEM again. And reinstall the profiler.

VMWare support emailed me, and he also got the same error.

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Pim_van_de_Vis
VMware Employee
VMware Employee

Great, I'll have a look at the logs.

The problem might be that UAC is disabled. Could you try to set UAC back to the default setting?

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MartijnPik
Contributor
Contributor

Nu luck there.

Still the same thing with UAC on default.

Tried it as normal user and with admin credentials.

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MartijnPik
Contributor
Contributor

Also re-downloading the Application Profiler didn't help.

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Pim_van_de_Vis
VMware Employee
VMware Employee

Could you provide a list of Windows updates that are installed on the system?

I still cannot reproduce if I simply run Windows update and let all updates install.

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MartijnPik
Contributor
Contributor

That is strange. Because the person who is treating my support request, could reproduce the problem.

I'm still waiting for a call from support, so when i get the call i'll post it here.

I added an attachment to this post with a list of installed updates.

The description is also included. (Don't know if you need it) The description is in dutch, but i reccon that is not a problem for you.Smiley Happy


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Pim_van_de_Vis
VMware Employee
VMware Employee

Nederlands is geen probleem voor mij Smiley Happy

Can you tell me what language you are using on Windows?

Did you install a native English or Dutch version of Windows? Or are you using a MUI language pack?

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Pim_van_de_Vis
VMware Employee
VMware Employee

I found the patch that is causing these issues:

https://support.microsoft.com/en-us/kb/2882822

Can you test if the problem is gone when you remove that patch?

At least that would give you a workaround. I've asked our developers to see if we can fix this in a future build of the Profiler.

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MartijnPik
Contributor
Contributor

Sorry for my very, very late response.

The patch 2882822 is not installed. So that cannot be the problem.

Also i found out it doesnt happen with every app i profile.

Example:

What i noticed, is that if i profile Firefox x64 the error occurs. But when i profile Google Chrome x32, no error occurs.

So maybe x64 has something to do with it.

This error is not really a big issue, because profiling the app still works.

I only thought it may be interesting to find out what is causing the error. (if we have some spare time left)

But just to be clear; no 'showstopping error' here.

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Pim_van_de_Vis
VMware Employee
VMware Employee

Good news, we found a fix and will include that in the next UEM release.

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