"0x0000003B" or "0x0000007f" Stop errors may occur when you try to print a document in Windows Server 2008 R2

Not sure if this is the right fix? We've added this issue to our memory dump diagnostic which can confirm.

Symptoms

Consider the following scenario:

  • You remotely log on to a Citrix terminal server or a Windows Server 2008 R2 server.

  • You run a Citrix XenApp 5.0 Presentation Services application on the server.

  • You try to print a document or perform another action that requires the print driver to complete.

In this scenario, you may receive one of the following Stop error messages:

Stop 0x0000003B (parameter1, parameter2, parameter3, parameter4) SYSTEM_SERVICE_EXCEPTION

Stop 0x0000007f (parameter1, parameter2, parameter3, parameter4) UNEXPECTED_KERNEL_MODE_TRAP

Notes

  • The parameters in these error messages vary, depending on the configuration of the computer.

  • Not all "0x0000003B" and "0x0000007f" Stop error messages are caused by this problem.

Cause

This issue occurs because a device value that is set by the print driver is not verified correctly. The device value is set to 0 by a defective printer driver, which causes a Divide by Zero Error exception. Therefore, you receive one of the Stop error messages that is mentioned in the "Symptoms" section.

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 Web site:

http://support.microsoft.com/contactus/?ws=supportNote 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

There are no prerequisites to apply this hotfix.

Registry information

To use the hotfix in this package, 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 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, milestone (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table:

    Version

    Product

    Milestone

    Service branch

    6.1.760 0.20xxx

    Windows Server 2008 R2

    RTM

    LDR

  • 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 Server 2008 R2" section. MUM files 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 x64-based versions of Windows Server 2008 R2

File name

File version

File size

Date

Time

Platform

Win32k.sys

6.1.7600.20865

3,129,344

23-Dec-2010

13:20

x64

For all supported IA-64-based versions of Windows Server 2008 R2

File name

File version

File size

Date

Time

Platform

Win32k.sys

6.1.7600.20865

7,404,032

23-Dec-2010

12:49

IA-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:

824684 Description of the standard terminology that is used to describe Microsoft software updates

Additional file information

Additional file information for Windows Server 2008 R2

Additional files for all supported x64-based versions of Windows Server 2008 R2

File name

Amd64_76e8d1afa6a60e2450801ba0cfa80990_31bf3856ad364e35_6.1.7600.20865_none_4118ddcea20debee.manifest

File version

Not applicable

File size

698

Date (UTC)

23-Dec-2010

Time (UTC)

17:53

Platform

Not applicable

File name

Amd64_b9caef114a23d686058d7a56beaae727_31bf3856ad364e35_6.1.7600.20865_none_77d5a149d00e5fba.manifest

File version

Not applicable

File size

1,038

Date (UTC)

23-Dec-2010

Time (UTC)

17:53

Platform

Not applicable

File name

Amd64_eac74f3f606d4e0f35ae46f55f07ac32_31bf3856ad364e35_6.1.7600.20865_none_d77a15b6b40aea4e.manifest

File version

Not applicable

File size

698

Date (UTC)

23-Dec-2010

Time (UTC)

17:53

Platform

Not applicable

File name

Amd64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.20865_none_1587af9ccd452ceb.manifest

File version

Not applicable

File size

42,090

Date (UTC)

23-Dec-2010

Time (UTC)

16:19

Platform

Not applicable

File name

Wow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.20865_none_1fdc59ef01a5eee6.manifest

File version

Not applicable

File size

4,178

Date (UTC)

23-Dec-2010

Time (UTC)

15:16

Platform

Not applicable

Additional files for all supported IA-64-based versions of Windows Server 2008 R2

File name

Ia64_537543d9b30a21bc3aa728c760e93357_31bf3856ad364e35_6.1.7600.20865_none_84874b8413642cbc.manifest

File version

Not applicable

File size

696

Date (UTC)

23-Dec-2010

Time (UTC)

17:53

Platform

Not applicable

File name

Ia64_eac74f3f606d4e0f35ae46f55f07ac32_31bf3856ad364e35_6.1.7600.20865_none_7b5d1e28fbab8214.manifest

File version

Not applicable

File size

697

Date (UTC)

23-Dec-2010

Time (UTC)

17:53

Platform

Not applicable

File name

Ia64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.20865_none_b96ab80f14e5c4b1.manifest

File version

Not applicable

File size

42,088

Date (UTC)

23-Dec-2010

Time (UTC)

16:17

Platform

Not applicable

File name

Wow64_microsoft-windows-win32k_31bf3856ad364e35_6.1.7600.20865_none_1fdc59ef01a5eee6.manifest

File version

Not applicable

File size

4,178

Date (UTC)

23-Dec-2010

Time (UTC)

15:16

Platform

Not applicable

References

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.

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