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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: 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
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Additional file information for Windows 7 and for Windows Server 2008 R2
Additional files for all supported x86-based versions of Windows 7
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Time (UTC)19:36
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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 : 308