Zoom Desktop app crashes

Question

After some time in the conference, the program hangs and crashes. Reinstallation did not help.

I found the crash logging files, and was able to pull the following information using WinDBG:

ntdll!NtWaitForAlertByThreadId+0x14:
00007ffb`54070934 c3 ret
0:000> !analyze -v
*******************************************************************************
* *
* Exception Analysis *
* *
*******************************************************************************
*** WARNING: Unable to verify timestamp for zlt.dll
*** WARNING: Unable to verify timestamp for Zoom.exe
*** WARNING: Unable to verify timestamp for zCrashReport64.dll
*** WARNING: Unable to verify timestamp for zCommonChat.dll
*** WARNING: Unable to verify timestamp for zVideoUI.dll
*** WARNING: Unable to verify timestamp for Cmmlib.dll
*** WARNING: Unable to verify timestamp for zWebService.dll
*** WARNING: Unable to verify timestamp for util.dll
*** WARNING: Unable to verify timestamp for viper.dll
*** WARNING: Unable to verify timestamp for viper_async_device.dll
*** WARNING: Unable to verify timestamp for nvwgf2umx.dll
*** WARNING: Unable to verify timestamp for CptShare.dll
*** WARNING: Unable to verify timestamp for nydus.dll
*** WARNING: Unable to verify timestamp for annoter.dll
KEY_VALUES_STRING: 1
Key : Analysis.CPU.mSec
Value: 13421
Key : Analysis.DebugAnalysisManager
Value: Create
Key : Analysis.Elapsed.mSec
Value: 291772
Key : Analysis.Init.CPU.mSec
Value: 2983
Key : Analysis.Init.Elapsed.mSec
Value: 27435
Key : Analysis.Memory.CommitPeak.Mb
Value: 250
Key : Timeline.Process.Start.DeltaSec
Value: 117
Key : WER.OS.Branch
Value: vb_release
Key : WER.OS.Timestamp
Value: 2019-12-06T14:06:00Z
Key : WER.OS.Version
Value: 10.0.19041.1
FILE_IN_CAB: ssbcrash_hang_5.16.6.24712_NA_NA_11232023_190915_Zoom.exe_8092_unknown_NA_NA.dmp
EXCEPTION_RECORD: (.exr -1)
ExceptionAddress: 0000000000000000
ExceptionCode: 80000003 (Break instruction exception)
ExceptionFlags: 00000000
NumberParameters: 0
FAULTING_THREAD: 00001f94
PROCESS_NAME: Zoom.exe
ERROR_CODE: (NTSTATUS) 0x80000003 - { } .
EXCEPTION_CODE_STR: 80000003
STACK_TEXT: 
000000f7`bdafe1a8 00007ffb`5403379d : 0000023b`00000000 00000000`f900d22b 00000000`00000000 0000023b`02000002 : ntdll!NtWaitForAlertByThreadId+0x14
000000f7`bdafe1b0 00007ffb`54033652 : 00000000`00000000 00000000`00000000 000000f7`bdafe298 0000023b`7f32f208 : ntdll!RtlpWaitOnAddressWithTimeout+0x81
000000f7`bdafe1e0 00007ffb`5403346d : 0000023b`7f32f200 00000000`00001722 00000000`00000000 0000023b`00000005 : ntdll!RtlpWaitOnAddress+0xae
000000f7`bdafe250 00007ffb`53fffcb4 : 0000023b`2580a9c8 0000023b`175cedf0 00000000`fffffffa 00007ffb`53ff5ba1 : ntdll!RtlpWaitOnCriticalSection+0xfd
000000f7`bdafe330 00007ffb`53fffae2 : 00000000`00280598 0000023b`175cedf0 0000023b`129b71f0 00007ffb`53ff5ba1 : ntdll!RtlpEnterCriticalSectionContended+0x1c4
000000f7`bdafe390 00007ffb`4d0b97ad : 0000023b`129b71f0 0000023b`2553bd60 0000023b`255420f0 00007ffb`53ff47b1 : ntdll!RtlEnterCriticalSection+0x42
000000f7`bdafe3c0 00007ffa`f94573c5 : 0000023b`7f32f1f0 0000023b`22ed1310 00000000`00000000 00000000`00000000 : d3d11!CUseCountedObject<NOutermost::CDeviceChild>::Release+0xbd
000000f7`bdafe3f0 0000023b`7f32f1f0 : 0000023b`22ed1310 00000000`00000000 00000000`00000000 0000023b`00000000 : zlt+0x4173c5
000000f7`bdafe3f8 0000023b`22ed1310 : 00000000`00000000 00000000`00000000 0000023b`00000000 00000000`00000000 : 0x0000023b`7f32f1f0
000000f7`bdafe400 00000000`00000000 : 00000000`00000000 0000023b`00000000 00000000`00000000 00000000`00000000 : 0x0000023b`22ed1310
STACK_COMMAND: ~0s; .ecxr ; kb
SYMBOL_NAME: d3d11!CUseCountedObject<NOutermost::CDeviceChild>::Release+bd
MODULE_NAME: d3d11
IMAGE_NAME: d3d11.dll
FAILURE_BUCKET_ID: BREAKPOINT_80000003_d3d11.dll!CUseCountedObject_NOutermost::CDeviceChild_::Release
OS_VERSION: 10.0.19041.1
BUILDLAB_STR: vb_release
OSPLATFORM_TYPE: x64
OSNAME: Windows 10
IMAGE_VERSION: 6.2.19041.1865
FAILURE_ID_HASH: {f95bd067-73c9-461e-3525-2fe4dfd5dc12}
Followup: MachineOwner
---------

RPgK · Accepted Answer

Please read the entire message carefully when you reply. I have already indicated that I have completed ALL the standard "help" procedures, and the graphics driver is always updated. I've had the opportunity to test one call so far, and overall the flight is normal. However, it will take me longer to say that switching to version 9 solves the problem when this dump is generated. Also, in favor of the fact that this is a zoom problem, the fact that ALL programs, from office to games, go without problems, which you will agree, significantly reduces the chance of a problem on the part of the client. My mistake is slightly different than that of the person who created the post, so for convenience I will post my ver.

0:000> !analyze -v
*******************************************************************************
* *
* Exception Analysis *
* *
*******************************************************************************

KEY_VALUES_STRING: 1
Key : Analysis.CPU.mSec
Value: 874
Key : Analysis.Elapsed.mSec
Value: 6139
Key : Analysis.IO.Other.Mb
Value: 0
Key : Analysis.IO.Read.Mb
Value: 0
Key : Analysis.IO.Write.Mb
Value: 0
Key : Analysis.Init.CPU.mSec
Value: 1874
Key : Analysis.Init.Elapsed.mSec
Value: 35327
Key : Analysis.Memory.CommitPeak.Mb
Value: 217
Key : Failure.Bucket
Value: BREAKPOINT_80000003_d3d11.dll!Unknown
Key : Failure.Hash
Value: {317c99f1-1b09-1796-a77f-9d4794649e7e}
Key : Timeline.OS.Boot.DeltaSec
Value: 410
Key : Timeline.Process.Start.DeltaSec
Value: 256
Key : WER.OS.Branch
Value: ni_release
Key : WER.OS.Version
Value: 10.0.22621.1

FILE_IN_CAB: ssbcrash_hang_5.16.0.22201_NA_NA_12092023_100511_Zoom.exe_26024_unknown_NA_NA.dmp
EXCEPTION_RECORD: (.exr -1)
ExceptionAddress: 0000000000000000
ExceptionCode: 80000003 (Break instruction exception)
ExceptionFlags: 00000000
NumberParameters: 0
FAULTING_THREAD: 000065ac
PROCESS_NAME: Zoom.exe
ERROR_CODE: (NTSTATUS) 0x80000003 - { } .
EXCEPTION_CODE_STR: 80000003
STACK_TEXT:
0000004d`f837e068 00007ff8`d5843c03 : 0000004d`f837e119 00000000`00000000 0000004d`f837e1e9 00000000`47000245 : ntdll!NtWaitForAlertByThreadId+0x14
0000004d`f837e070 00007ff8`d58318e4 : 000001a6`28182980 00000000`00000fa0 000001a6`21617900 00000000`00000fa0 : ntdll!RtlpWaitOnCriticalSection+0x1e3
0000004d`f837e180 00007ff8`d58316d2 : 000001a6`286e8401 000001a6`275b3301 000001a6`287d81f0 00007ff8`d584be70 : ntdll!RtlpEnterCriticalSectionContended+0x204
0000004d`f837e200 00007ff8`cebf6aea : 00000000`00000001 000001a6`275b33e0 000001a6`287d81f0 00007ff8`d584be70 : ntdll!RtlEnterCriticalSection+0x42
0000004d`f837e230 00007ff8`cebcbd32 : 00000000`000107bc 000001a6`206fec40 000001a6`14836ba8 00000000`00000000 : d3d11!EnableFeatureLevelUpgrade+0xfb6a
0000004d`f837e260 00007ff8`41fe73e5 : 00000000`000107bc 000001a6`148de390 000001a6`2145d620 00007ff8`d584be70 : d3d11+0xbd32
0000004d`f837e290 00000000`000107bc : 000001a6`148de390 000001a6`2145d620 00007ff8`d584be70 00000000`00000000 : zlt+0x4173e5
0000004d`f837e298 000001a6`148de390 : 000001a6`2145d620 00007ff8`d584be70 00000000`00000000 00000000`00000000 : 0x107bc
0000004d`f837e2a0 000001a6`2145d620 : 00007ff8`d584be70 00000000`00000000 00000000`00000000 00000000`00000000 : 0x000001a6`148de390
0000004d`f837e2a8 00007ff8`d584be70 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000001 : 0x000001a6`2145d620
0000004d`f837e2b0 00007ff8`d584be70 : 00000000`00000001 00007ff8`4e42bcb9 000001a6`14ca5ec0 00000000`00000000 : ntdll!RtlpFreeHeapInternal+0x7f0
0000004d`f837e370 00007ff8`d584ab11 : 000001a6`21774a20 00007ff8`4e3012cf 000001a6`203e7220 00000000`00000001 : ntdll!RtlpFreeHeapInternal+0x7f0
0000004d`f837e430 00007ff8`4e3d9e5a : 00000000`000107bc 00000000`00000001 000001a6`14ca6c00 00007ff8`d584ab11 : ntdll!RtlFreeHeap+0x51
0000004d`f837e470 00000000`000107bc : 00000000`00000001 000001a6`14ca6c00 00007ff8`d584ab11 000001a6`21774a20 : nydus+0xd9e5a
0000004d`f837e478 00000000`00000001 : 000001a6`14ca6c00 00007ff8`d584ab11 000001a6`21774a20 00007ff8`4e48f08b : 0x107bc
0000004d`f837e480 000001a6`14ca6c00 : 00007ff8`d584ab11 000001a6`21774a20 00007ff8`4e48f08b 000001a6`14836ba8 : 0x1
0000004d`f837e488 00007ff8`d584ab11 : 000001a6`21774a20 00007ff8`4e48f08b 000001a6`14836ba8 00000000`00000000 : 0x000001a6`14ca6c00
0000004d`f837e490 00007ff8`4e48f024 : 00000000`00000001 000001a6`14836ab0 000001a6`14836bc8 00000000`00000000 : ntdll!RtlFreeHeap+0x51
0000004d`f837e4d0 00000000`00000001 : 000001a6`14836ab0 000001a6`14836bc8 00000000`00000000 00000000`00000001 : nydus+0x18f024
0000004d`f837e4d8 000001a6`14836ab0 : 000001a6`14836bc8 00000000`00000000 00000000`00000001 00007ff8`4e3012cf : 0x1
0000004d`f837e4e0 000001a6`14836bc8 : 00000000`00000000 00000000`00000001 00007ff8`4e3012cf 000001a6`21774a20 : 0x000001a6`14836ab0
0000004d`f837e4e8 00000000`00000000 : 00000000`00000001 00007ff8`4e3012cf 000001a6`21774a20 000001a6`00000000 : 0x000001a6`14836bc8

STACK_COMMAND: ~0s; .ecxr ; kb
SYMBOL_NAME: d3d11+fb6a
MODULE_NAME: d3d11
IMAGE_NAME: d3d11.dll
FAILURE_BUCKET_ID: BREAKPOINT_80000003_d3d11.dll!Unknown
OS_VERSION: 10.0.22621.1
BUILDLAB_STR: ni_release
OSPLATFORM_TYPE: x64
OSNAME: Windows 10
IMAGE_VERSION: 6.2.22621.2506
FAILURE_ID_HASH: {317c99f1-1b09-1796-a77f-9d4794649e7e}
Followup: MachineOwner
---------
0:000> lmvm d3d11
Browse full module list
start end module name
00007ff8`cebc0000 00007ff8`cee17000 d3d11 # (export symbols) d3d11.dll
Loaded symbol image file: d3d11.dll
Mapped memory image file: C:\ProgramData\Dbg\sym\d3d11.dll\F2CE1D59257000\d3d11.dll
Image path: d3d11.dll
Image name: d3d11.dll
Browse all global symbols functions data
Image was built with /Brepro flag.
Timestamp: F2CE1D59 (This is a reproducible build file hash, not a timestamp)
CheckSum: 0026325A
ImageSize: 00257000
File version: 6.2.22621.2506
Product version: 10.0.22621.2506
File flags: 0 (Mask 3F)
File OS: 40004 NT Win32
File type: 2.0 Dll
File date: 00000000.00000000
Translations: 0409.04b0
Information from resource tables:
CompanyName: Microsoft Corporation
ProductName: Microsoft® Windows® Operating System
InternalName: D3D11.dll
OriginalFilename: D3D11.dll
ProductVersion: 10.0.22621.2715
FileVersion: 10.0.22621.2715 (WinBuild.160101.0800)
FileDescription: Direct3D 11 Runtime
LegalCopyright: © Microsoft Corporation. All rights reserved.
0:000> .exr -1
ExceptionAddress: 0000000000000000
ExceptionCode: 80000003 (Break instruction exception)
ExceptionFlags: 00000000
NumberParameters: 0

RPgK · Answer

Hi. I have exactly the same problem and also with this dll. Unfortunately, despite the fact that the problem has been bothering me for 3 months, I guessed to get into the dumps literally today. I changed the visualization method in the settings (video settings -> advanced -> visual presentation methods) to Direct3D9. At the moment, I have windows 11 pro, and all the standard schemes with checking the installation of the operating system, reinstalling drivers, reinstalling the zoom, of course, have been completed. Given that the description of the dump says - Break instruction exception, I think this is the problem of the zoom

Zoom Desktop app crashes

2 replies

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