You are currently offline, waiting for your internet to reconnect

Computer crashes when you connect to a Citrix XenDesktop virtual machine in Windows 7 or in Windows Server 2008 R2

Symptoms
Consider the following scenario:
  • You create a Citrix XenDesktop 5.5 virtual machine that is running Windows 7 or Windows Server 2008 R2.
  • You connect multiple monitors to a Windows 7-based or Windows Server 2008 R2-based client computer.
  • You change the display configuration to set the secondary desktop to the left side of or above the primary desktop.
  • You connect to the virtual machine by using the Citrix XenCenter remote viewer from the client computer.
In this scenario, the computer that is hosting the virtual machine crashes.
Cause
This issue is caused by an access violation that occurs in the Win32k.sys file.
Resolution

Hotfix information

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 the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

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, contact 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.

Prerequisites

To apply this hotfix, you must be running one of the following operating systems:
  • Windows 7
  • Windows 7 Service Pack 1 (SP1)
  • Windows Server 2008 R2
  • Windows Server 2008 R2 Service Pack 1 (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:
976932Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2

Registry information

To apply this hotfix, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.
Windows 7 and Windows Server 2008 R2 file information notes
Important Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The files that apply to a specific product, SR_Level (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table:
    VersionProductMilestoneService branch
    6.1.760 0.17xxxWindows 7 and Windows Server 2008 R2RTMGDR
    6.1.760 0.21xxxWindows 7 and Windows Server 2008 R2RTMLDR
    6.1.760 1.17xxxWindows 7 and Windows Server 2008 R2SP1GDR
    6.1.760 1.22xxxWindows 7 and Windows Server 2008 R2SP1LDR
  • GDR service branches contain only those fixes that are widely released to address widespread, critical issues. LDR service branches contain hotfixes in addition to widely released fixes.
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows 7 and for Windows Server 2008 R2" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are extremely important to maintaining the state of the updated component. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows 7
File nameFile versionFile sizeDateTimePlatform
Win32k.sys6.1.7600.170902,344,44803-Aug-201215:47x86
Win32k.sys6.1.7600.212922,353,66403-Aug-201217:21x86
Win32k.sys6.1.7601.179212,345,98403-Aug-201215:38x86
Win32k.sys6.1.7601.220782,354,17603-Aug-201215:36x86
For all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
File nameFile versionFile sizeDateTimePlatform
Win32k.sys6.1.7600.170903,146,75203-Aug-201216:05x64
Win32k.sys6.1.7600.212923,150,84803-Aug-201216:07x64
Win32k.sys6.1.7601.179213,148,80003-Aug-201216:12x64
Win32k.sys6.1.7601.220783,151,87203-Aug-201215:59x64
For all supported IA-64-based versions of Windows Server 2008 R2
File nameFile versionFile sizeDateTimePlatform
Win32k.sys6.1.7600.170907,450,62403-Aug-201215:16IA-64
Win32k.sys6.1.7600.212927,456,25603-Aug-201215:23IA-64
Win32k.sys6.1.7601.179217,443,45603-Aug-201215:21IA-64
Win32k.sys6.1.7601.220787,449,08803-Aug-201215:25IA-64

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:
824684Description of the standard terminology that is used to describe Microsoft software updates
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

Additional file information

Additional file information for Windows 7 and for Windows Server 2008 R2

Additional files for all supported x86-based versions of Windows 7
File nameX86_3ba1a8af2b96bb54fce72ee165ceb03f_31bf3856ad364e35_6.1.7601.22078_none_23a5f056b8cea388.manifest
File versionNot applicable
File size694
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameX86_55af0ee96794e9184357b9b12317b4c3_31bf3856ad364e35_6.1.7600.17090_none_40792ce0ab9aeb11.manifest
File versionNot applicable
File size694
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameX86_70768a4a74b5952e900abb8689e16e38_31bf3856ad364e35_6.1.7601.17921_none_e0d9217bde1efcc0.manifest
File versionNot applicable
File size694
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameX86_ba3030a058861cd5c11501f401c0a4e1_31bf3856ad364e35_6.1.7600.21292_none_2d71497dc90b9855.manifest
File versionNot applicable
File size694
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameX86_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.17090_none_b8b9e205fbe71e9b.manifest
File versionNot applicable
File size42,086
Date (UTC)03-Aug-2012
Time (UTC)18:19
PlatformNot applicable
File nameX86_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.21292_none_b945814b1502ee3a.manifest
File versionNot applicable
File size42,086
Date (UTC)03-Aug-2012
Time (UTC)19:52
PlatformNot applicable
File nameX86_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.17921_none_baed1a73f8d3a753.manifest
File versionNot applicable
File size42,086
Date (UTC)03-Aug-2012
Time (UTC)18:09
PlatformNot applicable
File nameX86_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22078_none_bb477fe51213ba4e.manifest
File versionNot applicable
File size42,086
Date (UTC)03-Aug-2012
Time (UTC)18:22
PlatformNot applicable
Additional files for all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
File nameAmd64_001aaefdf40979b72ce11478e72a44ed_31bf3856ad364e35_6.1.7600.21292_none_33cd64157ab0a982.manifest
File versionNot applicable
File size698
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_0f0079312a6dc81aed5d103c9ac15794_31bf3856ad364e35_6.1.7601.17921_none_edc52f8d30dd382e.manifest
File versionNot applicable
File size1,038
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_13903ce1708156676cd00ce1bde35a2c_31bf3856ad364e35_6.1.7600.17090_none_3fae3d05e419b86a.manifest
File versionNot applicable
File size698
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_5b503a540fce376bfc08e5b7b7fd5095_31bf3856ad364e35_6.1.7601.22078_none_a7852a1fab5c5888.manifest
File versionNot applicable
File size1,038
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_782add6e99c5905b1cc7437a972340e1_31bf3856ad364e35_6.1.7601.17921_none_4bd5f661f7d08ab1.manifest
File versionNot applicable
File size698
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_8a11cb9a953278baaabe813456dbe014_31bf3856ad364e35_6.1.7600.21292_none_b467e0e5b7f8088c.manifest
File versionNot applicable
File size698
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_8e5815692a06390dec88599eb0083def_31bf3856ad364e35_6.1.7600.21292_none_344fdb5a66e03b75.manifest
File versionNot applicable
File size1,038
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_a0d70408e8aa928ce63593fb1dd23d31_31bf3856ad364e35_6.1.7601.17921_none_faff74b6ee884580.manifest
File versionNot applicable
File size698
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_b3b92c84157b640dd1233940cc7f32dd_31bf3856ad364e35_6.1.7600.17090_none_2b811949d30682e8.manifest
File versionNot applicable
File size698
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_da63ce249e8f2d6106cb22e5b47f61aa_31bf3856ad364e35_6.1.7601.22078_none_6a2ead6819095fa1.manifest
File versionNot applicable
File size698
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_df31cde2d6d9a88a2e2103a6735b6f15_31bf3856ad364e35_6.1.7601.22078_none_aa9aeef0d701e907.manifest
File versionNot applicable
File size698
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_f4d4a68abb1bdb97e41efcccc55cb928_31bf3856ad364e35_6.1.7600.17090_none_44488e296bf11ece.manifest
File versionNot applicable
File size1,038
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameAmd64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.17090_none_14d87d89b4448fd1.manifest
File versionNot applicable
File size42,090
Date (UTC)03-Aug-2012
Time (UTC)19:06
PlatformNot applicable
File nameAmd64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.21292_none_15641ccecd605f70.manifest
File versionNot applicable
File size42,090
Date (UTC)03-Aug-2012
Time (UTC)20:45
PlatformNot applicable
File nameAmd64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.17921_none_170bb5f7b1311889.manifest
File versionNot applicable
File size42,090
Date (UTC)03-Aug-2012
Time (UTC)19:14
PlatformNot applicable
File nameAmd64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22078_none_17661b68ca712b84.manifest
File versionNot applicable
File size42,090
Date (UTC)03-Aug-2012
Time (UTC)18:59
PlatformNot applicable
File nameWow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.17090_none_1f2d27dbe8a551cc.manifest
File versionNot applicable
File size4,178
Date (UTC)03-Aug-2012
Time (UTC)18:09
PlatformNot applicable
File nameWow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.21292_none_1fb8c72101c1216b.manifest
File versionNot applicable
File size4,178
Date (UTC)03-Aug-2012
Time (UTC)19:41
PlatformNot applicable
File nameWow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.17921_none_21606049e591da84.manifest
File versionNot applicable
File size4,178
Date (UTC)03-Aug-2012
Time (UTC)17:57
PlatformNot applicable
File nameWow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22078_none_21bac5bafed1ed7f.manifest
File versionNot applicable
File size4,178
Date (UTC)03-Aug-2012
Time (UTC)18:04
PlatformNot applicable
Additional files for all supported IA-64-based versions of Windows Server 2008 R2
File nameIa64_48038efabc754a757995f19a3415e856_31bf3856ad364e35_6.1.7600.21292_none_3139a81b8822909a.manifest
File versionNot applicable
File size1,036
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameIa64_87903ac5d0d4e4db39effa0e8f62e3f0_31bf3856ad364e35_6.1.7601.17921_none_a6e2143fb2f48944.manifest
File versionNot applicable
File size1,036
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameIa64_920673bdecaa89294ebbe5eba5aa9f9f_31bf3856ad364e35_6.1.7601.22078_none_489a82fdf7c9e270.manifest
File versionNot applicable
File size1,036
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameIa64_e05f31285d8cb48249618306c2df85ad_31bf3856ad364e35_6.1.7600.17090_none_969b736d5adbbd1c.manifest
File versionNot applicable
File size1,036
Date (UTC)05-Aug-2012
Time (UTC)21:51
PlatformNot applicable
File nameIa64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.17090_none_b8bb85fbfbe52797.manifest
File versionNot applicable
File size42,088
Date (UTC)03-Aug-2012
Time (UTC)19:06
PlatformNot applicable
File nameIa64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.21292_none_b94725411500f736.manifest
File versionNot applicable
File size42,088
Date (UTC)03-Aug-2012
Time (UTC)20:41
PlatformNot applicable
File nameIa64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.17921_none_baeebe69f8d1b04f.manifest
File versionNot applicable
File size42,088
Date (UTC)03-Aug-2012
Time (UTC)19:00
PlatformNot applicable
File nameIa64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22078_none_bb4923db1211c34a.manifest
File versionNot applicable
File size42,088
Date (UTC)03-Aug-2012
Time (UTC)18:53
PlatformNot applicable
File nameWow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.17090_none_1f2d27dbe8a551cc.manifest
File versionNot applicable
File size4,178
Date (UTC)03-Aug-2012
Time (UTC)18:09
PlatformNot applicable
File nameWow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.21292_none_1fb8c72101c1216b.manifest
File versionNot applicable
File size4,178
Date (UTC)03-Aug-2012
Time (UTC)19:41
PlatformNot applicable
File nameWow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.17921_none_21606049e591da84.manifest
File versionNot applicable
File size4,178
Date (UTC)03-Aug-2012
Time (UTC)17:57
PlatformNot applicable
File nameWow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7601.22078_none_21bac5bafed1ed7f.manifest
File versionNot applicable
File size4,178
Date (UTC)03-Aug-2012
Time (UTC)18:04
PlatformNot applicable
Properties

Article ID: 2735697 - Last Review: 09/12/2012 08:28:00 - Revision: 1.0

  • Windows Server 2008 R2 Enterprise
  • Windows Server 2008 R2 Datacenter
  • Windows Server 2008 R2 for Itanium-Based Systems
  • Windows Server 2008 R2 Foundation
  • Windows Server 2008 R2 Standard
  • Windows Web Server 2008 R2
  • Windows 7 Enterprise
  • Windows 7 Home Basic
  • Windows 7 Home Premium
  • Windows 7 Professional
  • Windows 7 Starter
  • Windows 7 Ultimate
  • kbautohotfix kbqfe kbhotfixserver kbfix kbsurveynew kbexpertiseadvanced KB2735697
Feedback