Computer is on low memory when you move a video file in Windows 7 or Windows Server 2008 R2

Applies to: Windows 7 Service Pack 1Windows 7 EnterpriseWindows 7 Home Basic

Symptoms


Consider the following scenario:
  • You install update 2670838 on a computer that is running Windows 7 or Windows Server 2008 R2.
  • You enable the Preview pane in Windows Explorer.
  • You select a video so that a preview should be displayed in the Preview pane.
In this scenario, the preview is not displayed, and then you receive the following error message:

Your computer is on low memory.

When this issue occurs, the dllhost.exe process is started and begins to exhaust the memory unexpectedly until you receive the error message.

Note This issue also occurs when you move a video file to the Desktop or any other folder by using Windows Explorer.

Cause


This issue occurs because the dllhost.exe process tries to extract a thumbnail image from the video file and enters to an endless loop repeatedly allocating memory. Eventually, it exhausts all available memory.

How to obtain this update or hotfix


To resolve this issue, we have released an update and a hotfix for Windows 7 and Windows Server 2008 R2. Before you install this update or hotfix, check the prerequisite in this article.

For Windows 7 and Windows Server 2008 R2

Method 1: Windows Update

This update is available from Windows Update.

Method 2: Microsoft Download Center

Operating systemUpdate
All supported x86-based versions of Windows 7Download Download the package now.
All supported x64-based versions of Windows 7Download Download the package now.
All supported x64-based versions of Windows Server 2008 R2Download Download the package now.

For more information about how to download Microsoft support files, click the following article number to view the article in the Microsoft Knowledge Base:
119591 How to obtain Microsoft support files from online services
Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help prevent any unauthorized changes to the file.

Method 3: Hotfix Server

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 this specific problem.

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, submit a request to 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.


Update or hotfix detail information for Windows 7 or Windows Server 2008 R2


Prerequisites

To apply this update or hotfix, you must be running in Windows 7 Service Pack 1 (SP1) or Windows Server 2008 R2 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 update or hotfix, you do not have to make any changes to the registry.

Restart requirement

You have to restart the computer after you apply this update or hotfix. 

Update or hotfix replacement information

This update or hotfix does not replace a previously released update or hotfix.

Status


Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More Information


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