Cisco IP Communicator got crashed

[Vaijanath Sonvane]

Hi,

We have IP Communicator installed on machine. OS is Windows XP with Service Pack 3. The IP comunicator got aborted automatically during use. In problem report file we are getting the below errors:

# An unexpected error has been detected by HotSpot Virtual Machine:

#

# EXCEPTION_ACCESS_VIOLATION (0xc0000005) at pc=0x7c9101b3, pid=984, tid=272

#

# Java VM: Java HotSpot(TM) Client VM (1.4.2_15-b02 mixed mode)

# Problematic frame:

# C [ntdll.dll+0x101b3]

Attached is the Error report. What is causing for this issue?

Thanks,

Vaijanath

[gmendivi]

Hello Vaijanath,

The CIPC is crashing at ntdll.dll. The ntdll.dll file is a file created by Microsoft that has a description of "NT Layer DLL" and is the file that contains NT kernel functions. This is a file required by Windows and deleting the file will cause errors with Windows.

I found a similar crash in our database (CIPC 2.1 crashing at ntdll.dll) and the root cause was found to be the same as in this bug:

CSCsm38846

CIPC 2.1.2 crashes on Windows Vista when the call ends
Externally found moderate (Sev3) bug: V-Verified

This bug was solved in CIPC 2.1.4 for Windows Vista, but not for Windows XP. The fix for Windows XP was introduced in CIPC version 7.

I also confirmed that your PC and Windows versions are compatible for CIPC 7:

OS Name    Microsoft Windows XP Professional   
Version    5.1.2600 Service Pack 3 Build 2600

http://tools.cisco.com/squish/8Efc5

Therefore, if possible, I would suggest an upgrade to CIPC 7, preferrably the latest version (currently it is 7.0.5).

I hope it helps,

German