Re: XP Update causes product faults - DLLCache??

From: hector (nospam_at_nospam.com)
Date: 06/11/04 

Date: Fri, 11 Jun 2004 13:10:04 -0400

"Ivan Brugiolo [MSFT]" <ivanbrug@online.microsoft.com> wrote in message
news:OpHJuz8TEHA.644@tk2msftngp13.phx.gbl...

> That said, I believe that the original problems was not investigated at
all.
> Can you report the callstack of the crash ? If ther's any regression in
> the system binaries updated by a QFE, it would be good to know.

I asked the customer to a) check with Microsoft before restoring Restore XP,
and if the problem continues, send the Windows captured GPF report to us
instead of Microsoft as he was previously instructed by Microsoft's new
"automated GPF submission" popup.

Without the report and never heard of this hidden DLLCACHE backend
transparent operation, I had not other clue to go on but to tell him,
"listen, you got a product since 1996 working since day one. What change
here? XP? On Monday, the system was working, on Tuesday, it was not. So
if since you must get your system back into production, restore the OS back
to Monday's conditions until we find out what's going on because right now,
we don't have a [freaking] clue and we have no other similar customer report
as of yet to go by."

Today, he reported restoring XP and the problem is gone. So he is not
longer capable in helping us finding out what was the original issues. That
is why I need to find out from you experts who are the "inside" of Microsoft
what were the possible issues here and also find out maybe if I am beating a
dead horse and it was simply a Microsoft new update that wasn't fully
tested - AKA BUG! After all, its known to happen, and frankly, it is become
more costly every year solving Microsoft bugs. Our new policy is tell the
customer to "Call Microsoft" first, not something we like to tell customers,
and certainly we don't like recommending "restore the OS" but we can't keep
swallowing the support cost involved. :-)

Thanks 

-- 
Hector Santos, Santronics Software, Inc.
http://www.santronics.com

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