Solved

Office 2010, Adobe and IExplorer random freezes with strange DLL

Posted on 2012-03-20
6
1,654 Views
Last Modified: 2012-03-27
Two weeks ago we switched our corporate email to Malwarebytes.  Starting the middle of last week we have had a steady increase in the number of users that can't print from Adobe or Office, Adobe files will crash out if  you try to print.  IE and/or Office will randomly hang and then close.

the application log is tracking this every time it occurs.  The error we get is  App Hang  (then the app name) followed by EF472831.dll

I have not been able to find out what EF472831.dll does, but it is the file causing the error every time.  I have tried to re-register the dll but that doesn't work either.

So far uninstalling Malwarebytes appears to make Office more stable, but has no affect on Adobe.  I am currently running a system restore on one of the affected users prior to the Malwarebytes installation to determine if that will solve the problem.

I have also sent a support ticket into Malwarebytes.  Any ides on this would be appreciated?  The list of affected users is slowly growing.  And every affected user has the exact same EF472831.dll error message logged.
0
Comment
Question by:jbmos2333
  • 5
6 Comments
 

Author Comment

by:jbmos2333
ID: 37744039
Also the only thing I have found is an error tracking page that Mozilla has for firefox and the EF472831.dll is part of their low unknown errors category.

System restore prior to malwarebytes has not solved the issue.

Faulty module:  EF472831.DLL
0
 
LVL 28

Expert Comment

by:burrcm
ID: 37746392
Can you right click the dll, select properties and check the tabs to see where it came from?

Chris B
0
 

Author Comment

by:jbmos2333
ID: 37752966
Chris,
It says application unknown.  

But the file location is  in C:\Windows\System32\spool\drivers\w32x86\3

This dll is definitely not inherent to every windows 7 machine.  The laptops in this office are all configured the same and only a small percentage of them have this issue currently.

The computers that have this issue, have the .dll.  The computers that don't have this issue dont appear to have this dll.

Standard printers installed:  Adobe PDF, Fax, XPS Doc writer, One note, and our xerox copier.  Everyone has the same ones

I have several laptops to fix, so I am going to test just removing this unknown .dll and see what happens.
0
Threat Intelligence Starter Resources

Integrating threat intelligence can be challenging, and not all companies are ready. These resources can help you build awareness and prepare for defense.

 

Author Comment

by:jbmos2333
ID: 37752999
Might have a breakthrough...looks like the Xerox Fiery driver is causing the freezing and crashing for unknown reasons.
0
 

Accepted Solution

by:
jbmos2333 earned 0 total points
ID: 37753258
Yep.  The Xerox Fiery 560 driver was crashing out every app on any Windows 7 32 bit with Office 2010 and Adobe Acrobat installed.


Even when not printing.  Just opening a file could have been the trigger.  I am a little irritated that Xerox does not have better documentation or acknowledgement of their driver files.

But the fix is simple.  Remove the printer,  reinstall the printer.  problem solved.
0
 

Author Closing Comment

by:jbmos2333
ID: 37770405
self troubleshooted.
0

Featured Post

Maximize Your Threat Intelligence Reporting

Reporting is one of the most important and least talked about aspects of a world-class threat intelligence program. Here’s how to do it right.

Join & Write a Comment

Suggested Solutions

Inserting page numbers in Portable Document Files not only enhances manageability but also makes them look professional. With numbered pages, the file appears more organized and it becomes easier to search for a particular page. The size and the vol…
Today, still in the boom of Apple, PC's and products, nearly 50% of the computer users use Windows as graphical operating systems. If you are among those users who love windows, but are grappling to keep the system's hard drive optimized, then you s…
This Micro Tutorial will teach you the basics of configuring your computer to improve its speed. It will also teach you how to disable programs that are running in the background simultaneously. This will be demonstrated using Windows 7 operating…
This Micro Tutorial will teach you how to the overview of Microsoft Security Essentials. This is a free anti-virus software that guards your PC against viruses, spyware, worms, and other malicious software. This will be demonstrated using Windows…

762 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

17 Experts available now in Live!

Get 1:1 Help Now