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Office 2010, Adobe and IExplorer random freezes with strange DLL

Posted on 2012-03-20
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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.
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Question by:jbmos2333
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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
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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
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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.
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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.
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Accepted Solution

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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.
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Author Closing Comment

by:jbmos2333
ID: 37770405
self troubleshooted.
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