Closed Bug 517233 Opened 15 years ago Closed 11 years ago

Crash as soon as I hit "Print" [@CAPM1RDN.DLL@0x6799 ]

Categories

(Toolkit :: Blocklist Policy Requests, defect)

Product:
Toolkit
Component:
Blocklist Policy Requests
Platform:
x86
Windows XP
Type:
defect
Priority:
Not set
Severity:
critical

Tracking

()

Status:
RESOLVED WONTFIX

People

(Reporter: tekmagic, Unassigned)

References

Details

(Keywords: crash)

Crash Data

User-Agent:       Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.0.14) Gecko/2009082707 Firefox/3.0.14 (.NET CLR 3.5.30729)
Build Identifier: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.0.14) Gecko/2009082707 Firefox/3.0.14 (.NET CLR 3.5.30729)

Firefox has been fine until recent automatic upgrades. When I do my online banking (TD Canada Trust)and pay a bill, the last page shows the transaction amount, payee, other details and an official reference number.

There is an option to print the page which brings up a small window. When I click the "Print" button, the small window vanishes and Firefox shuts down instantly so the page information is lost.

I am now having to cover this possibility by doing a screen capture before trying the print process in case I lose the page. This should not be necessary.

The error did not happen with earlier versions of Firefox, so I may have to revert to an older version which seems more stable.

Reproducible: Always

Steps to Reproduce:
1.I Log in to my TD Account
2.I go through the steps to pay a bill as far as the confirmation of payment page
3.I click on "Do you want to print this page?", a small window opens, I click the Print button and the window, TD site and Firefox close down in a split second.
Actual Results:  
Explained above.  This happens only with the later version of Firefox. I haven't even installed the 3.5.3 version (tried that and the same problem occurred) so sticking to older version, but some automatic updates this week seem to have brought on the problem again

Expected Results:  
When Print button is clicked (as used to be the case) the page would print and then the small window would close. I would still be at the final Confirmation of Payment page and could then either pay another bill or log out.

Printed the Confirmation page
I use an HP Multi Media computer. Nothing special about it, no additional bells or whistles or upgrades that could affect the basic performance.

The registry is cleaned up on a daily basis for peak performance and the usual preventative maintenance routines like Defrag, ChkDsk, virus checks etc are carried out regularly to maintain peak performance.

CCleaner is run as the last programme before close down every day to get rid of cookies, temp files and so on.
Did the Mozilla Crash Reporter window open?  If so, please type
"about:crashes" in the address bar and press ENTER.  Paste a few
of the crash report IDs here.
http://support.mozilla.com/en-US/kb/Mozilla+Crash+Reporter

Can you reproduce the crash also in Firefox Safe Mode?
http://support.mozilla.com/en-US/kb/Safe+Mode
Keywords: crash
The Crash Reporter window opened with the usual 'apology' note, but as I was doing online banking, Firefox was not able to return me to the page on which I was working, as the site security prevented that.

Since posting the bug details, I removed the version of Firefox that I had been using and installed version 3.0.11 in its place.  I do not experience the same problem with this version, so something incorporated in the Firefox software between 3.0.11 and 3.5 is prompting the error.
See http://support.mozilla.com/en-US/kb/Mozilla+Crash+Reporter#Viewing_reports_outside_of_Firefox
Do you have any files in the "submitted" folder that corresponds
to these crashes?
Sept 10th:when Firefox vanished: 
Crash ID: bp-a49cd8dd-a5cf-4b7d-9cff-251432090910

Sept 14th 
Crash ID: bp-f4303971-176d-4202-a286-44b7f2090914

Sept 15th:
Crash ID: bp-8f92d53e-6995-4251-868d-b384f2090914

Sept 17th:
Crash ID: bp-db266484-dd73-4ac0-8449-644442090917

Hope these will help
The crash reports above have the following stack:
0 	                @0x13dc60 	
1 	CAPM1RDN.DLL 	CAPM1RDN.DLL@0x6799
Summary: When doing online banking and wish to print final page, a print window comes up but as soon as I hit print, the browser closes down and the page, with transaction ID information is lost forever → When doing online banking and wish to print final page, a print window comes up but as soon as I hit print, the browser closes down and the page, with transaction ID information is lost forever [@CAPM1RDN.DLL@0x6799 ]
I googled CAPM1RDN.DLL and it appears to be a printer driver from Canon.
Do you know if you have the latest version of this driver?
If so, it might be worth reporting the problem to Canon.
I do print to a Canon Image Class D680. I could certainly check with Canon whether I need an updated driver, but as it still prints from my computer when I revert to Firefox 3.0.11 the clash appears to occur only with a later version of Firefox.

I will see what I can find out from Canon, which may take a few days.
About 250 crashes in CAPM1RDN.DLL in the past two weeks on Windows:
http://crash-stats.mozilla.com/query/query?version=ALL%3AALL&platform=windows&date=&range_value=2&range_unit=weeks&query_search=signature&query_type=contains&query=CAPM1RDN.DLL&do_query=1
Status: UNCONFIRMED → NEW
Component: General → Printing: Output
Ever confirmed: true
Product: Firefox → Core
QA Contact: general → printing
John: just to confirm -- have you *only* encountered this problem in Firefox 3.5.x?  I ask because your initial comment (with the bug description) starts with the user-agent string for Firefox 3.0.14.  Did you initially hit this with Firefox 3.0.14, or was that just the browser you used to file the bug?
It is quite probable that the bug report which is automatically filed would have been under the version of Firefox that caused the problem. Only after that had happened a couple of times would I have removed THAT version of Firefox and installed the earlier version.

In the meantime I have had a response from Canon regarding a new driver which I have downloaded but have yet to install.

I also get a regular pop up window from Firefox indicating that there is an update available that it could not install, and that is probably because I have moved the automatic installation programme to a separate folder so that the automatic installs, which ultimately lead the to the problems I have been having, cannot be allowed without my intervention.

I will be checking the link you have provided regarding multiple crashes with the CAPM1RDN.DLL file just to see what has happened to other people.

Installing the new driver may or may not solve the problem, but as the current version of Firefox, albeit not the latest version, is doing what it should with causing my pages to vanish, I might let sleeping dogs lie for a while.

When I do install the updated (if it is an updated version) after also updating Firefox, I will run a couple of tests with online banking and let you know what happens.
Just a separate response to Comment #9 from Daniel, I cannot honestly say exactly which version of Firefox I was using when the problem first arose. I always updated as new upgrades became available. I have used 3.0.8, 3.0.9,3.0.11, 3.5 and 3.5.3.

Right now I have reverted to 3.0.11 which seems stable where my printing bank printing is concerned, but one of the two versions after that causes the problem.

Now you mentioned that my bug report indicated I was using 3.0.14  It is possible that this is one of the minor automatic upgrades that did not require me to download the full version. The version numbers I have listed are where I downloaded the full version through File Hippo, which keeps me up to date with new versions of programmes I run.
It has been a couple of weeks since I reverted to Firefox 3.0.11 and the problems I had printing from my bank account transaction page disappeared. Subsequently I downloaded a new file from Canon, but am not sure that is having any effect.

This week the computer decided to upgrade me to Firefox 3.0.14.  Today I did an online transaction and, fortunately, ran the screen capture for the transaction page before trying to print the page on the printer.

I hit Ctrl+P to print the page, it looked as though the request was being processed and then, as before, the whole browser closed down.  Had I not captured the screen a few moments earlier, I would have lost the trasnaction information.

At least we now know that something that changed between v.3.0.11 and v 3.0.14 is causing the problem.

Am still open to suggestions to correct the problem, but hopefully we have narrowed down the cause to a specific version of Firefox.

Regards


John
John -- thanks for the new information!

If you've established that it happens *every* time you print a transaction, it should be possible for you to track down the one-day interval where this became broken in our nightly builds.  That would help immensely -- then we can see what changed on that day, to figure out what caused the breakage.

If you're willing to do that (we'd do it for you, except that we can't reproduce the problem :/), you can find nightly builds here:
   http://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/2009/

You'll want the builds labeled  [date]-mozilla1.9.0 (because Firefox 3.x.x corresponds to Gecko 1.9.x.x)

It looks like the first post-3.0.11 build available is:
http://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/2009/05/2009-05-20-05-mozilla1.9.0/
and the last 3.0.14 build is:
http://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/2009/08/2009-08-24-11-firefox3.0.14/

so the problem should be limited to that range.  Binary search should let you narrow that down pretty quickly. (i.e. pick a build halfway between the latest known-good build and the earliest known-bad build, & see if it's good or bad.  Repeat).

More information on this process is here:
http://quality.mozilla.org/documents-home/bugs-docs/bug-triaging-guidelines/finding-regression-windows

Right now, this is our best chance of tracking down what's going wrong here -- let me know if you have any trouble! I'm "dholbert" in Mozilla's #developers chatroom ( http://mibbit.com/chat/?server=irc.mozilla.org&channel=#developers )
Version: unspecified → 1.9.0 Branch
This is a bit more than I can handle. I have been to the various pages, looked at the files mentioned on your links, but going into the folders and trying to choose a version which is remotely connected to what I need to do is like looking for a needle in a haystack.

The 3.0.11 version I have was downloaded by me on June 11th 2009 and is file version 4.42.0.0.

The 3.0.14 was downloaded October 3rd 2009 and is the same file version 4.42.0.0.

If I have links to each of the files I should actually check after installing, that would be helpful. I really don't know where to start, but if I have a list of the files I will work my way through them, pay one bill with each until the printing system fails again.

Regards

John
(In reply to comment #14)
> The 3.0.11 version I have was downloaded by me on June 11th 2009 and is file
> version 4.42.0.0.
> 
> The 3.0.14 was downloaded October 3rd 2009 and is the same file version
> 4.42.0.0.

For what it's worth, I don't think this "file version 4.42.0.0" has any useful meaning.  The best way to get a useful "version stamp" is to run the version of Firefox, go to the Help menu, choose "About", and copy the text at the bottom. (It should start with Mozilla/5.0, like your User-Agent string from comment 0. This string includes a timestamp for the day the build was generated.)

> if I have a list
> of the files I will work my way through them, pay one bill with each until the
> printing system fails again.

I can try to help with giving you links to builds to test -- however, keep in mind that this is only useful if it's a *repeatable* crash.  If Firefox versions that have the bug will only crash sometimes and not other times, then we can't immediately classify a non-crashing build as non-buggy.  So ideally, you should try to verify that repeating your steps *always* triggers a crash in known-bad Firefox versions, before you proceed any further.

Also -- do you have any way to reproduce this bug without having to pay a bill?  Perhaps transferring $5 between your checking and savings accounts, or printing out a different static page (e.g. your account statement) will trigger the bug as well?  Otherwise, this will be very slow going. :)

Having said that, I'd recommend testing these builds first (from comment 13):
EXPECTED TO NOT CRASH:
http://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/2009/05/2009-05-20-05-mozilla1.9.0/
EXPECTED TO CRASH:
http://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/2009/08/2009-08-24-11-firefox3.0.14/

You can download either the .zip file or the .exe file from those directories -- I recommend using the zip file, though, because then you don't have to install anything.  You can simply extract the zip, and run the Firefox executable in the extracted folder, and then delete the folder when you're done with it.  (Note that you have to completely quit out of Firefox before starting up a downloaded version, or else it'll just pop up a window in your already-running Firefox instance instead of starting up the downloaded version.)

Once you've verified that the 2009-05-20 build doesn't crash and the 2009-08-24 build does crash (and you've double-checked "Help | About" to make sure you're actually running the build that you think you are in both cases), we can move on to a build halfway between those, like this one:
http://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/2009/07/2009-07-05-05-mozilla1.9.0/

If that one crashes, you'd try an earlier build next; or if it does crash, you'd try a later build next.

Hopefully that makes sense.  If you have questions, feel free to contact me in the Mozilla chatroom via the "mibbit.com" web interface linked in comment 13.
The details at the bottom of my "Help" file for the version of Firefox I am using is this
Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.0.11) Gecko/2009060215 Firefox/3.0.11 (.NET CLR 3.5.30729)

With which version should I start, just to get me going, and then I can work forward or backward from that?

I noticed when I went to the Help menu that it was trying to download 3.0.14 even though I hadn't requested it. I have gone to the Programs file where Firefox is stored and made a separate folder into which I have placed the two Updater files in the hope that will short circuit any attempts for automatic updates.

I am wondering if the Gecko number gives us a starting point.
(In reply to comment #16)
> With which version should I start, just to get me going, and then I can work
> forward or backward from that?

Um... As I said in Comment 15:
> I'd recommend testing these builds first (from comment 13):
> EXPECTED TO NOT CRASH:
> http://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/2009/05/2009-05-20-05-mozilla1.9.0/
> EXPECTED TO CRASH:
> http://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/2009/08/2009-08-24-11-firefox3.0.14/

Take your pick between those two -- we need to first verify that the expectations stated there are correct (that the later one crashes, and that the earlier one doesn't).  Once we've established that, we can have you subdivide the time-range and test intermediate builds.

Also -- if you want to disable Firefox updates (as you implied in comment 16), see instructions at http://malektips.com/firefox_0035.html

(However, as I said in comment 15 -- if you can't easily and repeatably reproduce this crash, the testing-old-builds strategy will be slow going... You definitely don't want to be running an unsecure, outdated version of Firefox for weeks at a time.)
I had not overlooked the fact that you suggested a start and end point in comment 13. You even provided a link for both of those versions, which I had no problem finding, of course.

My problem is the intervening versions to test. I went to the parent directory, assuming that there would be a list and arrived at http://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/2009/05/.  There are dozens of what may or may not be different versions on that page, some have the same dates or same 'last update' dates, which is why I asked, where do I find the other versions I need to test.

If they are on this or any other page email me a screen shot indicating the versions for me to test. What may seem everyday work for you is not for me but I am prepared to work through this in case there are others out there encountering the same problem.

I downloaded an allegedly new driver for the printer 
( d600_prtdriverv110_win2kvista ) which, when double clicked, appears to have opened itself and installed itself somewhere, but I am not even sure where! I have still run into the browser page vanishing after going through this process, so that does not appear to have corrected anything as far as I can see.
(In reply to comment #18)
> My problem is the intervening versions to test.
[SNIP]
> There are
> dozens of what may or may not be different versions on that page, some have the
> same dates or same 'last update' dates, which is why I asked, where do I find
> the other versions I need to test.

As I said in comment #13:
> You'll want the builds labeled  [date]-mozilla1.9.0 (because Firefox 3.x.x
> corresponds to Gecko 1.9.x.x)

If there's multiple "1.9.0" folders per day, pick the one that has Windows installers in it. ("firefox-3.0.XXXX.en-US.win32.zip")  If multiple folders have windows installers (doubtful), then any of them should be fine.
Summary: When doing online banking and wish to print final page, a print window comes up but as soon as I hit print, the browser closes down and the page, with transaction ID information is lost forever [@CAPM1RDN.DLL@0x6799 ] → Crash as soon as I hit "Print" [@CAPM1RDN.DLL@0x6799 ]
Whiteboard: [needs debugging help from Canon]
Interestingly the same problem cropped up last week with another programme. I have been using Adobe Acrobat Reader 9.1 and there was an update to 9.2, which I installed. When I tried to print off a document using the updated version, the page vanished in the same way as it does in the original problem that started this thread.

I am now back to Acrobat Reader 9.1 and no printing problems so far.

I have yet to wade through the different builds for Firefox to locate the change that causes the problem, but will try to do so when time permits. Please leave this thread open. Thanks.
Same crash with my canon printer LBP-810. Crashreport on:
http://crash-stats.mozilla.com/report/index/907454a8-7a79-4e6e-9757-77f6a2091116
(In reply to comment #21)
> Same crash with my canon printer LBP-810. Crashreport on:
> http://crash-stats.mozilla.com/report/index/907454a8-7a79-4e6e-9757-77f6a2091116

Ruediger, please check bug 515718 which covers your crash.
For my reference, I contacted canon sales +18008284040, bounced around and found a person who recorded a series of suggestions that they check out: bug 515718, bug 517233, and bug 519451. Hopefully they'll read this/these bug[s] and comment if they need any information.

Note that unfortunately when I call printer vendors they typically request serial numbers for individual printers. If people wouldn't mind sharing these numbers (which afaik are totally useless in general other than for filing reports), it'd be nice if I or bugzilla could collect them. -- Obviously they'd be shared with Canon when talking to Canon. -- We can mark a comment as private after it's made (but in the interim anyone can read it) -- or people could contact me with their numbers and then I could either keep them for myself to use when I contact canon or I could enter them as private comments directly.
Hy timeless

I send my number to your mail-address.
This bug is very similar to Bug 512554 (just different name of .dll). Probably solution will be same.
Canon has released "imageCLASS D680/D660/D661 Windows XP SP2 or another operating system DEP Patch File(32bit)", that can be downloaded from http://www.usa.canon.com/consumer/controller?act=ModelInfoAct&tabact=DownloadDetailTabAct&fcategoryid=335&modelid=8152 (just select Windows XP from drop-down list).
Can someone give it a try?
Thankyou for the suggestion. I installed the latest version of Firefox, as anything past the 3.01 version was causing the printer problem, and went through an online payment using the account where the printer problem appeared.

Unlike in the past, where the page would just vanish and Firefox immediately closed down, I was able to print the page and Firefox remained in place.

This was after installing the CAPM1UD file which you suggested. That appears to have been successful and will probably allow me to keep installing the Firefox upgrades without further problems (one lives in hope!).

If any other printer problems appear because of the upgrades, I will turn to this forum once again. Thanks all who have contributed ideas.

John H.
Status: NEW → RESOLVED
Closed: 14 years ago
Resolution: --- → FIXED
(In reply to comment #28)
> Thankyou for the suggestion. I installed the latest version of Firefox, as
> anything past the 3.01 version was causing the printer problem, and went
> through an online payment using the account where the printer problem appeared.
> 
> Unlike in the past, where the page would just vanish and Firefox immediately
> closed down, I was able to print the page and Firefox remained in place.
> 
> This was after installing the CAPM1UD file which you suggested. That appears to
> have been successful and will probably allow me to keep installing the Firefox
> upgrades without further problems (one lives in hope!).
> 
> If any other printer problems appear because of the upgrades, I will turn to
> this forum once again. Thanks all who have contributed ideas.
> 
> John H.

I'm really glad, that this problem is fixed for you, but I don't think this bug should be closed yet. As comment 8 indicate, there was a lot of crashes due CAPM1RDN.DLL and perhaps we should blocklist old and buggy versions of CAPM1RDN.DLL.
John, can you please indicate the version of the new non crashing library?

CAPM1RDN.DLL      1.0.0.8

you can get the version by getting file properties from windows explorer and
selecting one of the tabs....
Status: RESOLVED → REOPENED
Resolution: FIXED → ---
(In reply to comment #27)

> Can someone give it a try?

Sorry, I don't use this printer any more, nor the OS.
My apologies. I closed it because my query started the thread. The file I installed was CAPM1D version  2.19.1.2  The version of Firefox to which I had to revert was 3.0.11 not 3.01 as I inserted incorrectly in comment #28.

I hope my trying the suggested file and not having my browser and bank page disappear will be a response to Alexander in comment #27

John H.
(In reply to comment #31)
> My apologies. I closed it because my query started the thread. The file I
> installed was CAPM1D version  2.19.1.2
Are you sure? I've asked about version of CAPM1RDN.DLL file, not CAPM1D. I've unpacked CAPM1UD.EXE in virtual machine and found out that version of CAPM1RDN.DLL is 1.10.0.010.
Can you please recheck?
I misunderstood. I thought you wanted the version of the new file I had downloaded.

The CAP1RDN.DLL file number on my computer is the same as the one you mentioned 1.10.0.10

John H.
Thanks for info, John.
Status: REOPENED → NEW
Component: Printing: Output → Blocklisting
Product: Core → addons.mozilla.org
QA Contact: printing → blocklisting
Whiteboard: [needs debugging help from Canon]
Version: 1.9.0 Branch → unspecified
Crash Signature: [@CAPM1RDN.DLL@0x6799 ]
Closing old blocklist bugs. Please reopen if the problem still exists.
Status: NEW → RESOLVED
Closed: 14 years ago → 11 years ago
Resolution: --- → WONTFIX
Product: addons.mozilla.org → Toolkit
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