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Thread: Random ntdll.dll crashes in installations created with InstallShield 2014

  1. #1
    Join Date
    Jan 2007

    Random ntdll.dll crashes in installations created with InstallShield 2014

    We migrated from InstallShield 2013 to InstallShield 2014 and while everything went seemingly smooth, we're now having issues in our automated tests with approximately 10% of the installations failing with APPCRASH event on ntdll.dll. Even though we log our installations, the log isn't generated in these cases. Is this a known issue and what could be done to improve the reliability? No other changes that the InstallShield version upgrade has taken place in the environment lately.

  2. #2
    Join Date
    Jan 2007
    We got some more log data now. No exceptions in the log, the installer simply crashed when starting to display the dialogs

    MSI (c) (44:74) [00:18:25:131]: Skipping action: PatchWelcome (condition is false)
    MSI (c) (44:74) [00:18:25:131]: Skipping action: InstallWelcome (condition is false)
    MSI (c) (44:74) [00:18:25:131]: Skipping action: SetupResume (condition is false)
    MSI (c) (44:74) [00:18:25:131]: Doing action: MaintenanceWelcome
    Action start 0:18:25: MaintenanceWelcome.

  3. #3
    MichaelU's Avatar
    MichaelU is offline InstallShield Software Engineer
    Join Date
    Jan 2004
    Schaumburg, IL
    That seems rather unusual; at the point of showing MaintenanceWelcome there shouldn't even be any custom actions in flight, so it should be entirely Windows Installer and Windows. Is there anything else you know about the situations that do and do not crash? For example differences in versions of Windows, anti-virus or other low level software, hardware could all potentially impact this; however I can't say that any of them seem a particularly likely culprit to me yet.
    Michael Urman - Staff Software Engineer - Flexera Software: InstallShield Team

  4. #4
    Join Date
    Jan 2007
    Now the issue seems to occur typically when the installation gets to the point where it checks feature prerequisites:

    InstallShield 8:02:39: Created Window {19179CCB-C608-4B3A-A050-51090114CDA4} for communication with prerequisites

    On our test computers the prerequisites are typically already installed so there's not much to do here, but occasional runs fail across various test computers. For example, during last night's test run one computer had 43 successful cases with 4 crashes while another had 46 successes and 1 crash. Two other computers didn't have the crashes this time, but all of them have had their share of the ntdll.dll crashes after we migrated to InstallShield 2014. With installations built in InstallShield 2013 the same computers didn't have this issue (or at least any ntdll.dll crashes were so infrequent that they went unnoticed). However, after the InstallShield 2014 migration it's rare to see all installation tests on green while previously having a test fail was a sure sign that there's something wrong with the installer itself. So unless something broke 4 different test machines (they don't even share the same virtual host) right when we switched from InstallShield 2013 to InstallShield 2014, it looks like there's something a little bit off in InstallShield 2014's prerequisite handling.

  5. #5
    Join Date
    Apr 2013

    Same Issue

    I have a clinet that installed the my software on 6 xenapp server and 2 of failed with the same error:

    Problem Event Name: APPCRASH
    Application Name: ClientSetup-1.2.319.exe
    Application Version: 1.2.319.0
    Application Timestamp: 53723dd9
    Fault Module Name: ntdll.dll
    Fault Module Version: 6.1.7601.22436
    Fault Module Timestamp: 521eaa80
    Exception Code: c0000005
    Exception Offset: 00033516
    OS Version: 6.1.7601.
    Locale ID: 1033
    Additional Information 1: 0a9e
    Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
    Additional Information 3: 0a9e
    Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

    Does any have any fix for this ?

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