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Stop error when you use a Citrix XenApp application in Windows

View products that this article applies to.

Not sure if this is the right fix? We've added this issue to our memory dump diagnostic which can confirm.

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Symptoms

When you use a Citrix XenApp application on a computer that is running Windows Server 2008 R2, Windows 7 or Windows Server 2008 R2, you receive a Stop error message that resembles the following:
STOP 0x0000003B ( 0xC0000005 , Parameter2 , Parameter3 , Parameter4 )
STOP 0x0000003B ( 0x80000001 , Parameter2 , Parameter3 , Parameter4 )
Notes
  • This Stop error describes a SYSTEM_SERVICE_EXCEPTION issue.
  • The parameters in this error message vary, depending on the configuration of the computer.
  • Not all "0x0000003B" Stop errors are caused by this issue.

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Cause

This issue occurs because an incorrect address pointer is sent to the Citrix graphics driver (Vdtw30.dll) in the Citrix XenApp application when the driver processes the DrvCopyBits function.

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Resolution

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft website:
http://support.microsoft.com/contactus/?ws=support
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

This update contains the fix for the issue that is described in Microsoft Knowledge Base (KB) article 2705742. Additionally, this update resolves the "0x0000003B" Stop errors that occur in a Citrix XenApp environment and that were not resolved by KB 2705742.

For more information, click the following article number to view the article in the Microsoft Knowledge Base:
2705742 "0x0000003B" Stop error when you use a Citrix XenApp application in Windows 7 or in Windows Server 2008 R2

Prerequisites

To apply this hotfix, you must be running one of the following operating systems:
  • Windows Server 2008 Service Pack 2 (SP2)
  • Windows 7
  • Windows 7 Service Pack 1 (SP1)
  • Windows Server 2008 R2
  • Windows Server 2008 R2 Service Pack 1 (SP1)
For more information about how to obtain a Windows 7 or Windows Server 2008 R2 service pack, click the following article number to view the article in the Microsoft Knowledge Base:

976932 Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2

Registry information

To apply this hotfix, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.
Windows Server 2008 file information and notes
Important Windows Vista hotfixes and Windows Server 2008 hotfixes are included in the same packages. However, only "Windows Vista" is listed on the Hotfix Request page. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows Vista" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The files that apply to a specific product, SR_Level (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table.
    VersionProductSR_LevelService branch
    6.0.600
    2.
    22xxx    		Windows Server 2008SP2LDR
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows Server 2008 and for Windows Vista" section. MUM files and MANIFEST files, and the associated security catalog (.cat) files, are extremely important to maintaining the state of the updated component. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows Server 2008
File nameFile versionFile sizeDateTimePlatform
Csrsrv.dll6.0.6002.2328149,15228-Nov-201302:57x86
Ntkrnlpa.exe6.0.6002.232813,608,00028-Nov-201303:27Not applicable
Ntoskrnl.exe6.0.6002.232813,555,77628-Nov-201303:27Not applicable
Smss.exe6.0.6002.2328164,51228-Nov-201301:17x86
For all supported x64-based versions of Windows Server 2008
File nameFile versionFile sizeDateTimePlatform
Csrsrv.dll6.0.6002.2328185,50428-Nov-201303:36x64
Ntoskrnl.exe6.0.6002.232814,661,69628-Nov-201304:09x64
Smss.exe6.0.6002.2328175,77628-Nov-201301:54x64
For all supported IA-64-based versions of Windows Server 2008
File nameFile versionFile sizeDateTimePlatform
Csrsrv.dll6.0.6002.23281148,48028-Nov-201302:17IA-64
Ntoskrnl.exe6.0.6002.232819,460,67228-Nov-201305:14IA-64
Smss.exe6.0.6002.23281159,23228-Nov-201300:54IA-64
Windows 7 and Windows Server 2008 R2 file information and notes
Important Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The files that apply to a specific product, milestone (RTM,SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table:
    VersionProductMilestoneService branch
    6.1.760
    0.17xxx    		Windows 7 and Windows Server 2008 R2RTMGDR
    6.1.760
    0.21xxx    		Windows 7 and Windows Server 2008 R2RTMLDR
    6.1.760
    1.17xxx    		Windows 7 and Windows Server 2008 R2SP1GDR
    6.1.760
    1.22xxx    		Windows 7 and Windows Server 2008 R2SP1LDR
  • GDR service branches contain only those fixes that are widely released to address widespread, critical issues. LDR service branches contain hotfixes in addition to widely released fixes.
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows 7 and for Windows Server 2008 R2" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are critical to maintaining the state of the updated component. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows 7
File nameFile versionFile sizeDateTime
Ntkrnlpa.exe6.1.7600.171203,957,61603-Sep-201217:15
Ntoskrnl.exe6.1.7600.171203,902,32003-Sep-201217:15
Ntkrnlpa.exe6.1.7600.213173,970,92803-Sep-201217:10
Ntoskrnl.exe6.1.7600.213173,915,12003-Sep-201217:10
Ntkrnlpa.exe6.1.7601.179463,967,85604-Sep-20126:35
Ntoskrnl.exe6.1.7601.179463,913,07204-Sep-20126:35
Ntkrnlpa.exe6.1.7601.221053,971,95204-Sep-20126:34
Ntoskrnl.exe6.1.7601.221053,916,65604-Sep-20126:34
For all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
File nameFile versionFile sizeDateTime
Ntoskrnl.exe6.1.7600.171205,504,88003-Sep-201217:57
Ntoskrnl.exe6.1.7600.213175,471,60003-Sep-201218:13
Ntoskrnl.exe6.1.7601.179465,557,61604-Sep-20127:08
Ntoskrnl.exe6.1.7601.221055,561,20004-Sep-20127:18
For all supported IA-64-based versions of Windows Server 2008 R2
File nameFile versionFile sizeDateTime
Ntoskrnl.exe6.1.7600.1712011,174,25603-Sep-201216:46
Ntoskrnl.exe6.1.7600.2131711,137,90403-Sep-201216:56
Ntoskrnl.exe6.1.7601.1794611,116,91204-Sep-20126:28
Ntoskrnl.exe6.1.7601.2210511,126,12804-Sep-20126:30

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Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

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More Information

Third-party information disclaimer
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.
For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

Additional file information

Additional file information for Windows Server 2008
Additional files for all supported x86-based versions of Windows Server 2008
File propertyValue
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File size1,033
Date (UTC)28-Nov-2013
Time (UTC)09:38
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File nameX86_684b7568c57cac63a60fc1010fd48dee_31bf3856ad364e35_6.0.6002.23281_none_34ddcfccca9c6938.manifest
File versionNot applicable
File size717
Date (UTC)28-Nov-2013
Time (UTC)09:38
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File nameX86_e759d02272c6a959b9a66ff45b90dfcf_31bf3856ad364e35_6.0.6002.23281_none_5bd8efc269179d1c.manifest
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File size694
Date (UTC)28-Nov-2013
Time (UTC)09:38
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File nameX86_microsoft-windows-csrsrv_31bf3856ad364e35_6.0.6002.23281_none_cba1b772bbe19dd3.manifest
File versionNot applicable
File size3,079
Date (UTC)28-Nov-2013
Time (UTC)04:16
PlatformNot applicable
File nameX86_microsoft-windows-os-kernel_31bf3856ad364e35_6.0.6002.23281_none_6e4ae20dcaa70e72.manifest
File versionNot applicable
File size17,806
Date (UTC)28-Nov-2013
Time (UTC)04:17
PlatformNot applicable
File nameX86_microsoft-windows-r..gistry-trustedtypes_31bf3856ad364e35_6.0.6002.23281_none_86187a0044ec190c.manifest
File versionNot applicable
File size7,654
Date (UTC)28-Nov-2013
Time (UTC)04:12
PlatformNot applicable
File nameX86_microsoft-windows-smss_31bf3856ad364e35_6.0.6002.23281_none_ae55286a2fb59bc4.manifest
File versionNot applicable
File size28,589
Date (UTC)28-Nov-2013
Time (UTC)04:17
PlatformNot applicable
Additional files for all supported x64-based versions of Windows Server 2008
File propertyValue
File nameAmd64_88b9f9345154fa436141c50ab0db176a_31bf3856ad364e35_6.0.6002.23281_none_e6ac2e7ab272b0ef.manifest
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File nameAmd64_bb67b8d2932678a84c20869aa8333d3c_31bf3856ad364e35_6.0.6002.23281_none_6794577db813615b.manifest
File versionNot applicable
File size721
Date (UTC)28-Nov-2013
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File nameAmd64_f0149b985f9246d26aae408731a3ba39_31bf3856ad364e35_6.0.6002.23281_none_96210d040ccac505.manifest
File versionNot applicable
File size1,038
Date (UTC)28-Nov-2013
Time (UTC)09:38
PlatformNot applicable
File nameAmd64_microsoft-windows-csrsrv_31bf3856ad364e35_6.0.6002.23281_none_27c052f6743f0f09.manifest
File versionNot applicable
File size3,083
Date (UTC)28-Nov-2013
Time (UTC)05:54
PlatformNot applicable
File nameAmd64_microsoft-windows-os-kernel_31bf3856ad364e35_6.0.6002.23281_none_ca697d9183047fa8.manifest
File versionNot applicable
File size16,512
Date (UTC)28-Nov-2013
Time (UTC)05:56
PlatformNot applicable
File nameAmd64_microsoft-windows-r..gistry-trustedtypes_31bf3856ad364e35_6.0.6002.23281_none_e2371583fd498a42.manifest
File versionNot applicable
File size7,656
Date (UTC)28-Nov-2013
Time (UTC)05:50
PlatformNot applicable
File nameAmd64_microsoft-windows-smss_31bf3856ad364e35_6.0.6002.23281_none_0a73c3ede8130cfa.manifest
File versionNot applicable
File size28,884
Date (UTC)28-Nov-2013
Time (UTC)05:55
PlatformNot applicable
File nameWow64_microsoft-windows-csrsrv_31bf3856ad364e35_6.0.6002.23281_none_3214fd48a89fd104.manifest
File versionNot applicable
File size2,142
Date (UTC)28-Nov-2013
Time (UTC)03:53
PlatformNot applicable
File nameWow64_microsoft-windows-smss_31bf3856ad364e35_6.0.6002.23281_none_14c86e401c73cef5.manifest
File versionNot applicable
File size11,978
Date (UTC)28-Nov-2013
Time (UTC)03:53
PlatformNot applicable
Additional files for all supported IA-64-based versions of Windows Server 2008
File propertyValue
File nameIa64_27d45390addb008cf6e90b630bdd026a_31bf3856ad364e35_6.0.6002.23281_none_4ca9586161f0b4d1.manifest
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File nameIa64_944eebb8d55d5da254fd99c118164df5_31bf3856ad364e35_6.0.6002.23281_none_dbad3fe796e5b56c.manifest
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File size1,374
Date (UTC)28-Nov-2013
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File nameIa64_f235b300fcf20759635936b8d090622b_31bf3856ad364e35_6.0.6002.23281_none_93c49e6b2cd16b9f.manifest
File versionNot applicable
File size1,036
Date (UTC)28-Nov-2013
Time (UTC)09:38
PlatformNot applicable
File nameIa64_microsoft-windows-csrsrv_31bf3856ad364e35_6.0.6002.23281_none_cba35b68bbdfa6cf.manifest
File versionNot applicable
File size3,081
Date (UTC)28-Nov-2013
Time (UTC)05:32
PlatformNot applicable
File nameIa64_microsoft-windows-os-kernel_31bf3856ad364e35_6.0.6002.23281_none_6e4c8603caa5176e.manifest
File versionNot applicable
File size16,819
Date (UTC)28-Nov-2013
Time (UTC)05:33
PlatformNot applicable
File nameIa64_microsoft-windows-r..gistry-trustedtypes_31bf3856ad364e35_6.0.6002.23281_none_861a1df644ea2208.manifest
File versionNot applicable
File size7,655
Date (UTC)28-Nov-2013
Time (UTC)05:29
PlatformNot applicable
File nameIa64_microsoft-windows-smss_31bf3856ad364e35_6.0.6002.23281_none_ae56cc602fb3a4c0.manifest
File versionNot applicable
File size28,879
Date (UTC)28-Nov-2013
Time (UTC)05:32
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File nameWow64_microsoft-windows-csrsrv_31bf3856ad364e35_6.0.6002.23281_none_3214fd48a89fd104.manifest
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File nameWow64_microsoft-windows-smss_31bf3856ad364e35_6.0.6002.23281_none_14c86e401c73cef5.manifest
File versionNot applicable
File size11,978
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Time (UTC)03:53
PlatformNot applicable
Additional file information for Windows 7 and for Windows Server 2008 R2
Additional files for all supported x86-based versions of Windows 7
File nameX86_9be5df618b3fe46c3a99f1e36f406fe7_31bf3856ad364e35_6.1.7601.22091_none_5ebb6cfd4e40973e.manifest
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File size697
Date (UTC)21-Aug-2012
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File size697
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File nameX86_bffc18aa52230d0daa49b8720674de3e_31bf3856ad364e35_6.1.7600.16841_none_0cb32ea90a3edc33.manifest
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File size717
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Time (UTC)15:11
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Time (UTC)01:28
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File size15,291
Date (UTC)21-Aug-2012
Time (UTC)02:33
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File versionNot applicable
File size15,291
Date (UTC)20-Aug-2012
Time (UTC)19:36
File nameAmd64_microsoft-windows-os-kernel_31bf3856ad364e35_6.1.7601.17932_none_ca3ece3bcad49679.manifest
File versionNot applicable
File size15,291
Date (UTC)20-Aug-2012
Time (UTC)19:21
File nameAmd64_microsoft-windows-os-kernel_31bf3856ad364e35_6.1.7601.22091_none_ca866170e423faad.manifest
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File size15,291
Date (UTC)20-Aug-2012
Time (UTC)19:03
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Date (UTC)12-Mar-2012
Time (UTC)06:08
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File size8,049
Date (UTC)20-Aug-2012
Time (UTC)19:26
Additional files for all supported IA-64-based versions of Windows Server 2008 R2
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Keywords: kb, kbmdd, kbautohotfix, kbqfe, kbhotfixserver, kbfix, kbexpertiseadvanced, kbsurveynew

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Article Info
Article ID : 2748302
Revision : 1
Created on : 1/7/2017
Published on : 10/9/2014
Exists online : False
Views : 309