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Bluescreen server crash points to gkmedias.dll

  • 4 Mbohovái
  • 1 oguereko ko apañuái
  • 1 Hecha
  • Mbohovái ipaháva hkareeribm

hkareeribm
hkareeribm
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We are having bluescreen crashes on our Windows 2008 R2 terminal servers that run Firefox 31.4 on App-V 4.6

Analysis Summary: The crash occurs with APC_INDEX_MISMATCH, which points to internal kernel error. Stack of crashing thread points to Firefox module- gkmedias.dll from Mozilla. We do not see any direct involvement of Citrix components at the moment, but looking at raw stack we found sfrhook.dll present.


Is it possible to disable this module to troubleshoot the issue? If disabled, what is the user impact?

We are having bluescreen crashes on our Windows 2008 R2 terminal servers that run Firefox 31.4 on App-V 4.6 Analysis Summary: The crash occurs with APC_INDEX_MISMATCH, which points to internal kernel error. Stack of crashing thread points to Firefox module- gkmedias.dll from Mozilla. We do not see any direct involvement of Citrix components at the moment, but looking at raw stack we found sfrhook.dll present. Is it possible to disable this module to troubleshoot the issue? If disabled, what is the user impact?

Opaite Mbohovái (4)

jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
  • Top 25 Contributor
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As a first step, could you try disabling Firefox from using hardware acceleration, in case the problem is display drivers?

Windows: "3-bar" menu button (or Tools menu) > Options > Advanced Linux: "3-bar" menu button (or Edit menu) > Preferences > Advanced

On the "General" mini-tab, uncheck the box for "Use hardware acceleration when available"

This takes effect the next time you exit Firefox and start it up again. Any difference?

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
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You can try to disable the HTML5 media player as a test by toggling these two prefs to false on the about:config page.

  • media.windows-media-foundation.enabled = false
  • media.directshow.enabled = false

You can open the about:config page via the location/address bar. You can accept the warning and click "I'll be careful" to continue.

hkareeribm
hkareeribm Porandu apoha
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Hardware Acceleration is already OFF

hkareeribm
hkareeribm Porandu apoha
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We will try disabling HTML5 and let you know. Thank you. 

   media.windows-media-foundation.enabled = false
   media.directshow.enabled = false