Windows Media Player 11 - Constant Error & Crash

Discussion in 'Windows Vista Music, Pictures and Video' started by Gennady, Nov 13, 2007.

  1. Gennady

    Gennady Guest

    Everytime I try and open a video or audio file, I get a Windows Media Player
    has stopped working. The details are below. Please help.

    Problem signature:
    Problem Event Name: APPCRASH
    Application Name: wmplayer.exe
    Application Version: 11.0.6000.6344
    Application Timestamp: 46e5f12e
    Fault Module Name: EVR.dll
    Fault Module Version:
    Fault Module Timestamp: 4549bcff
    Exception Code: c0000005
    Exception Offset: 00010488
    OS Version: 6.0.6000.
    Locale ID: 1033
    Additional Information 1: c4d8
    Additional Information 2: 65cf03067621b904c790f759be4de3b0
    Additional Information 3: 76a3
    Additional Information 4: 313780508ff25c6a3c943b2468a07b4c
    Gennady, Nov 13, 2007
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  2. Gennady

    zachd [MSFT] Guest

    Strange - that's a display related crash. What video card do you have? How
    many monitors are connected?

    Does dxdiag.exe work?
    zachd [MSFT], Nov 13, 2007
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  3. Correct zachd
    Enhanced Video Renderer DLL Application Extension v5.0.1.1 Microsoft Windows
    Media [Windows Vista] ‎Thursday, ‎November ‎02, ‎2006, â€â€Ž3:04:53 AM size 463
    KB (474,112 bytes)

    Super Tinkering Makes The Water Flow Across The Border and gets the Air
    Generating Power Effectively. Change Illegal Alien Traffic Into Labor Force.
    The Drought Is Upon Us All!
    Michael @ Hotmail
    Michael @ Hotmail, Nov 13, 2007
  4. Say a Enhanced Video Renderer DLL Application Extension problem.
    (1) C:\Windows\System32

    That's both locations for the file, is one of them missing on your Vista
    Michael @ Hotmail, Nov 13, 2007
  5. Gennady

    zachd [MSFT] Guest

    That's potentially a red herring, since IIRC it's working with a Direct3D
    surface at that point.

    The named fault modules are usually around 40% the actual source of the
    issue. It's worth looking into, but it's definitely not definitive. =\

    The Windows Debugging SDK can be very interesting here.

    zachd [MSFT], Nov 13, 2007
  6. I have the same problem but when I am trying to run my zune soft ware it
    closes every time I open the program. My zune is useless without the
    software and I have tried everything including reinstalling it. i have
    searched the internet for zune problems but there is nothing like what
    happend to me and then I checked for vista problems and sure enough I
    found this forum can someone tell me what I should do to get this fixed

    problem event name: appcrash
    application name: zune.exe
    application version: 2.1.888.2
    application timestamp: 473d2ea7
    fault module name: oleaut32.dll
    fault module version: 6.0.6000.16386
    fault module timestamp: 4549bd95
    exception code: c0000005
    exception offset: 00003ddf
    os version: 6.0.6000.
    locale id: 1033
    JamieLeigh0982, Nov 28, 2007
  7. Gennady

    zachd [MSFT] Guest

    Isn't that a crash in Zune, not in Windows Media Player? Every crash is
    usually different, actually.

    Do these tracks show up properly in Windows Media Player? Does one have a
    corrupt Contributing Artists field?

    If you rename the Zune 2 libary (it's an SDF file, look up "zune library sdf
    reset" online and you should see instructions), does Zune then rebuild the
    library and stay alive?
    zachd [MSFT], Nov 29, 2007
  8. Gennady

    HarryCoin Guest

    The exact problem you've noted with EVR.dll appears in all Windows Vist
    applications when the desktop has been extended to 5 or more monitors.
    It doesn't appear to matter what make of video card or combination o
    video cards are used. It is an odd problem, all windows function
    (including 3d) work on all of the seven monitors I've got here.
    However, any application that displays typical moving 2-d video of an
    sort in any raster output format (pinnacle Studio, Windows medi
    player) will crash when the destop is extended to 5 or more monitors.
    4 or less is ok.

    Windows XP displays video on any number of monitors, vista does ok u
    to 4, dies on the fifth or higher. (Even Windows Media player dies).

    Same problem on ATI and Nvidia cards, doesn't matter whether lates
    WHQL or beta drivers
    HarryCoin, Jan 18, 2008
  9. Gennady

    Harry Coin Guest

    I've found this exact problem occurs only when the desktop has 5 more more
    monitors enabled (whether or not they are hooked up). 4 or less works.
    adding the 5th (or 6th or 7th) crashes.

    From other posters having this problem, the same things happens in NVidia as
    with ATI, WHQL or BETA drivers -- same thing.

    Wierd that 3d functions appear to work, and usual desktop operations appear
    to work. But any application that tries to make 2-d video (at any resolution
    or interlacing) go -- dies at 5 or more monitors and works 4 or fewer.
    Pinnacle Studio 11 shows this problem in video editing previews, MS Windows
    Media Player shows it, many others.

    No answers yet. Works on XP. Makes for an interesting tap dance with the
    clients looking at dark screens under vista that were bright under XP.

    -Harry Coin
    Harry Coin, Jan 18, 2008
  10. Gennady

    Jeff Eagle Guest

    I do not have the detailed "Crash" info as this person below. What happens
    in my case is that whenever I open Windows Media Player, I recieve a message
    that the program has stopped working, and I must close it. I do so and EVERY
    time I open Windows Media Player the second time, I have no issues.

    Is there something I can do? I have Windows Ultimate, and all of the
    Security Settings are green.

    Jeff Eagle, Jan 19, 2008
  11. Gennady

    zachd [MSFT] Guest

    zachd [MSFT], Jan 19, 2008
  12. Gennady

    jongd Guest

    hi i'm a newbie and i'm having the same problem with my windows media
    player. couls anyone please help on how i can solve this? i'm not much
    of an IT guy, so any simple instruction is very much appreciated.


    jongd, Jan 19, 2008
  13. Gennady

    Harry Coin Guest

    I initiated an actual entire official technical support case on this, being
    nobody in cyberspace came up with an answer since last November. We'll see
    what the Microsoft engineers come up with. If it turns out to be a bug in
    EVR.dll or somewhere else in DirectX (very likely) I hope they won't charge
    me for it. (Being the same applications work with at least 7 monitors under
    Harry Coin, Jan 19, 2008
  14. Gennady

    zachd [MSFT] Guest

    Your issue is different. As far as I'm aware that's a known issue in the
    EVR, but your issue isn't related to Jeff's and your appropriate channel is
    with actual product support at this point since I can't do anything to help
    you and if you want to actually encourage them to release a fix for this
    issue you've got to get product support backing that. Sorry.
    zachd [MSFT], Jan 20, 2008
  15. Gennady

    zachd [MSFT] Guest

    You're getting a crash? What's the fault data according to the Problem
    Reports and Solutions center:
    ? Each person's is going to be different, so your precise information is
    valuable here to help you in turn more precisely. =)
    zachd [MSFT], Jan 20, 2008
  16. Gennady

    Harry Coin Guest

    Hi Zach,

    I agree there are some differences, however the error messages in evr.dll
    are identical. So there are also some similarities!

    Thanks for your help anyhow. Look, if the folks in India who took my
    Microsoft paid support call come up with an answer I'll post a link to it
    here. Any fix that corrects exactly the same error code at exactly the same
    error offset in exactly the same dll in my situation has a good chance of
    helping in both situations.
    Harry Coin, Jan 20, 2008
  17. Gennady

    Harry Coin Guest

    Here's a followup!

    I opened an official tech support case on this. MS Tech support ( a nice
    young man working the night shift in India with a caller ID from Ohio) found
    two hotfixes. These hotfixes led to non-microsoft applications (Pinnacle
    Studio 11, Roxio's DVD player, Apple Quicktime) to not crash, but to display
    normal moving 2-d video when more than 4 monitros were enabled.

    The bad news is that any Windows media player attempt to play a DVD or any
    other video would now crash Vista altogether. Pop a video DVD in the drive
    and down Vista goes. Same with Windows Media Center. Previously it would
    just crash media player app or just the app that tried to do moving video.
    So, progress of a sort. Non MS apps work, but usual things someone might do
    make a bigger mess than previously.

    So, third party applications which did not work in the past, with the two
    hotfixes (improving EVR.dll) I can limp along.

    Microsoft then handed the case over to the Windows Media Player team for
    futher support.

    There, they promptly analyzed the crash dump, and a very competent English
    speaking lady from China with a Washington DC caller ID let me know that in
    the soon to be released service pack 1 this known problem was resolved, was
    not Nvidia nor ATI specific but indeed a bug in a few Microsoft DLL's and
    when it is released soon let her know if the case needs to be reopned. If I
    need a fix attempt sooner than that the service pack 1 release candidate
    might help. (I'm not going to do that, I'd rather limp along with known
    working if degraded functionality for a bit more then deal with it once the
    official service pack comes one--
    here's hoping it will be dealt with in SP1 ...)

    So, stay tuned....
    Harry Coin, Jan 25, 2008
  18. Gennady

    zachd [MSFT] Guest

    What's the Service Report incident number (SRX)? As far as I know, this
    will not be addressed in SP1. I don't know who you're working with - she
    might be able to help drive a QFE here, but without that I believe you are
    still dead in the water on this issue. Following up with actual product
    support is the right thing to do here.
    zachd [MSFT], Jan 26, 2008
  19. Gennady

    Harry Coin Guest

    Hi Zach, they are:
    SRX080118601235 -- This one got me the help for the two hotfixes that took
    me from 0 applications working with more than four monitors to non-MS
    applications working and MS media player (including playing DVD's) crashing
    Vista altogether (a good trade for me,a actually).

    First installed hotfix was Hotfix for Windows (KB935878)

    Then the second one was was Hotfix for Windows (KB939207)

    Then the Media player support incident was SRX080123601063
    and there the answer was it is for sure fixed in SP1, just wait for it or
    install Vista SP1 release candidate if I can't wait (and since I've beet
    waiting for 2.5 months for an answer after spending a week diagnosing this
    upgrade which was in fact a downgrade myself and shaking my head, -- well,
    you know, I'm SO not in the 'beta' and 'release candidate' mode unless I get
    paid for it).

    The conclusion of the support email was:
    The bug is fixed in the coming release of Windows Vista Service Pack 1.

    So, Zach, There it is! Hope they've got it right but I can live without
    Media Center and Media Player (Wierd that Vista with all the enhancements
    just locks up and dies though, I thought we were past app bugs killing the
    whole OS).
    Harry Coin, Jan 26, 2008
  20. Gennady

    Harry Coin Guest

    Hello All! Altough Microsoft Tech Support was assured that this problem
    would be fixed in service pack #1, and they passed that assurance on to me
    and I reposted it here---

    A further telephone call a few days later on the same SRX case number
    revealed that Tech Support was improperly assured, that indeed there was, at
    least then, no plan to fix the problem not only in the present release of
    Vista, nor service pack 1 of Vista, or some future service pack of Vista ---
    but not until the next release of Windows ENTIRELY! Tech support is trying
    to convice whoever it is that tries to keep customers interested in Microsoft
    that releasing new Windows versions which do less well than previous versions
    and misleading tech support is not such a good plan.

    So folk with trouble with EVR.dll, or folk who want to use more than 4
    monitors or 4 displays have these options:

    1) Stay with XP.

    2) Install 2 hotfixes which will allow video to work in applications
    written by 3rd parties, but cause windows to simply crash full stop whenever
    Windows Media Player or Windows Media Center is loaded. Stick a movie DVD
    in the slot or play a video MPG file using the media player or derivates and
    it is reboot time. But, 3rd party applications (Pinnacle Studio 11, Apple
    Quicktime, etc.) all work.

    3) Don't install the hotfixes, don't use Vista for moving 2-d video, and it
    won't crash but no video either.

    4) Wait and Hope that tech support and folk that care about client
    relationships prevail upon Microsoft developers to determine whether the
    customers exist for Microsoft of Microsoft exists for its customers. Your
    best guess about what a customer in any other business would do after
    spending to promote vista and purchasing development kits to get that done
    having a similar experience might go well in this space.

    Harry Coin
    N4 Communications
    Industrial device driver development
    Bettendorf, Iowa
    Harry Coin, Feb 4, 2008
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