Case of the CyberLink PowerProducer Stack Overflow

A friend advised me their copy of CyberLink PowerProducer kept crashing when rendering video. The operating system was Windows 7 so first I got a quick look at the report.wer which is located in folders named after the process crashing/hanging in the ReportQueue and ReportArchive folders under %localappdata%\microsoft\windows\wer

These files can be opened in notepad, in some cases they are all you need to give you a clue to a solution. We can see the version 5.0.2.2512 is not the latest version, so one obvious fix to update the application, however the crashes continued.

We also see the faulting module is TemplateMgr3U.dll – from the name we might guess this loads templates of some kind, and maybe there is a template causing this crash. So we tried removing custom templates but no luck.

Version=1
EventType=APPCRASH
EventTime=130316429344018661
ReportType=2
Consent=1
UploadTime=130316429345038720
ReportIdentifier=5d0d02bc-660d-11e3-a6b0-50e5495900ba
IntegratorReportIdentifier=5d0d02bb-660d-11e3-a6b0-50e5495900ba
WOW64=1
Response.BucketId=2033028835
Response.BucketTable=1
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=Producer.exe
Sig[1].Name=Application Version
Sig[1].Value=5.0.2.2512
Sig[2].Name=Application Timestamp
Sig[2].Value=4b4c21f5
Sig[3].Name=Fault Module Name
Sig[3].Value=TemplateMgr3U.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=5.3.3.2506
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=4b443175
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=00045db2
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.1.7601.2.1.0.256.48
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=3081
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=de29
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=de29776afa47279b8f3af8c53be09586
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=6146
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=6146f2115594b4c3ef11a9584f3ec93b
UI[2]=G:\Program Files (x86)\CyberLink\PowerProducer\Producer.exe
UI[3]=PowerProducer has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program

So then we launched the program with WinDbg from the Windows SDK, which is available from the Microsoft Website, by using the File –> Open Executable option.

The debugger will always “break” on process start, so we had to hit g [enter] to continue up till our crash…

Eventually it crashed with this message in the debugger:

(fb4.9f0): Stack overflow – code c00000fd (first chance) First chance exceptions are reported before any exception handling. This exception may be expected and handled. eax=000000b0 ebx=02160000 ecx=02160000 edx=40000062 esi=00000000 edi=04f7fd00 eip=7711defe esp=00092fc8 ebp=00093088 iopl=0 nv up ei pl nz na po nc cs=0023 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00210202 ntdll!_SEH_prolog4+0x1a: 7711defe 53 push ebx

Continuing did nothing…

However there wasn’t an immediately obvious cause to the stack overflow. So in this case we downloaded Application Verifier

http://www.microsoft.com/en-au/download/details.aspx?id=20028

Once Application Verifier was installed, we launched it, and added the Producer.exe to it, with the options

  • Basic (all)
  • Miscellaneous – StackTrash

Keep in mind the purpose of application verifier is to put additional checks on an application, that in normal use would be far too time consuming. Your process will likely run noticeably slower with verifier enabled. In addition you should always run App Verifier enabled apps under a debugger, as the verifier causes them to crash more frequently. In this case we hope that app verifier will identify some bad behavior that might lead up to the stack overflow and give us a clue to the root cause…

With application verifier enabled we got a crash occurring much sooner in the application:

(1de8.183c): Access violation – code c0000005 (!!! second chance !!!) eax=4df88fe8 ebx=00000002 ecx=4110cfd0 edx=3eb21970 esi=3e358fe8 edi=4af6efe8 eip=387dada0 esp=00180650 ebp=001806ac iopl=0 nv up ei pl zr na pe nc cs=0023 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00210246 amdocl!clGetSamplerInfo+0x3a8380: 387dada0 8b01 mov eax,dword ptr [ecx] ds:002b:4110cfd0=????????

Here we see the module/image (DLL) and the function called clGetSamplerInfo

A lookup on amdocl.dll (and can also be guessed by the name) it was part of the AMD Video driver installation.

A check on the video card model, AMD Radeon™ HD 6950 Graphics card, we found that others had crashes on rendering video: http://devgurus.amd.com/thread/154570

The drivers for the graphic card were updated to the latest version from the AMD website, and happy days…rendering back in business.

About chentiangemalc

specializes in end-user computing technologies. disclaimer 1) use at your own risk. test any solution in your environment. if you do not understand the impact/consequences of what you're doing please stop, and ask advice from somebody who does. 2) views are my own at the time of posting and do not necessarily represent my current view or the view of my employer and family members/relatives. 3) over the years Microsoft/Citrix/VMWare have given me a few free shirts, pens, paper notebooks/etc. despite these gifts i will try to remain unbiased.
This entry was posted in Debugging, Troubleshooting, Windows 7 and tagged , , , , , . Bookmark the permalink.

One Response to Case of the CyberLink PowerProducer Stack Overflow

  1. Peter says:

    It might be good to add that the issue with the menus seemed to be caused by having PowerProducer installed to another drive other than that with Windoes on it, and uninstalling and reinstalling to the correct drive seemed to fix this issue to some extent.

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