Access violation reading location (mshtml.dll)

Question

Hi, 

My app is developed by HTML5/Javascript, and ready to submit to Windows store

I got reply from Microsoft tester when submit the app that the app crash every time when the app launch. however, the app work fine at my testing machine (Surface with Windows RT). 

I try to follow a guide from msdn (Analyzing crash report) and selecte to debug with native only. I got an exception message as below

Unhandled exception at 0x69599ECD (mshtml.dll) in triagedump.dmp: 0xC0000005: Access violation reading location 0x00000000

I really dont know how to fix this problem. It's because the app didn't crash, work flow and no any exception message when I use debug mode in visual studio or test in the Surface. 

Thanks a lot

Answer 1

OK, lets try a different approach. Can you try to use your app package on "another" Surface RT device where you have never run your app (different than the one you are testing on) and check if it still crashes or not?

I am guessing that there is some type of a file or dependency that your app needs which is missing on the testers device which is causing it to crash. If you can repro the problem on another Surface RT device, then you can maybe debug it better.

You can also try opening the dump file in the Windows Debugger by following the steps that my teammate has written on our team blog: http://aka.ms/qebeir 

The blog shows how to debug a C# dump, but the same concepts will apply for you as well.

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Windows Store Developer Solutions #WSDevSol || Want more solutions? See our blog, http://aka.ms/t4vuvz

Answer 2

Thanks for your reply,

I did try the app on other devices which is not used to test before. I also found some other tablet which have windows 8 and the app is also work fine (x64 and x86). 

I tried to use the Windows Debugger to bug fix, here is the analyze result, but I dont have an idea how to fix it.

=======

APP:  wwahost.exe

LAST_CONTROL_TRANSFER:  from 680e8e4e to 67ec2f98

PRIMARY_PROBLEM_CLASS:  WRONG_SYMBOLS

BUGCHECK_STR:  APPLICATION_FAULT_WRONG_SYMBOLS

STACK_TEXT:  
67ec2f99 67ec2f99 mshtml+0x282f99


SYMBOL_STACK_INDEX:  0

SYMBOL_NAME:  mshtml+282f99

FOLLOWUP_NAME:  MachineOwner

IMAGE_NAME:  mshtml.dll

STACK_COMMAND:  dps 67ec2f99 ; kb

BUCKET_ID:  WRONG_SYMBOLS

FAILURE_BUCKET_ID:  WRONG_SYMBOLS_c0000005_mshtml.dll!Unknown

WATSON_STAGEONE_URL:  http://watson.microsoft.com/StageOne/WWAHost_exe/6_2_9200_16420/505a8d99/mshtml_dll/10_0_9200_16660/51f1c5ba/c0000005/00282f99.htm?Retriage=1

Followup: MachineOwner

Answer 3

The analysis is showing that there are mismatched symbols.

Can you share your triage dump through SkyDrive or some other online file sharing functionality?

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Windows Store Developer Solutions #WSDevSol || Want more solutions? See our blog, http://aka.ms/t4vuvz

Answer 4

https://skydrive.live.com/?mkt=zh-TW#cid=D83DB0C376627845&id=D83DB0C376627845%212846

here is the file of the report that from the tester.

is it those symbol files is included in the app and send to tester together? or it will use the symbol in tester machine?

 Thanks for your help ~ 

Answer 5

Hi Elliot,

Are you able to reproduce this problem by yourself at all on any device or is the certification report the only evidence that your app crashed during testing?

Thanks,

Prashant

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Windows Store Developer Solutions #WSDevSol || Want more solutions? See our blog, http://aka.ms/t4vuvz

Answer 6

I cant reproduce this problem on my any window RT.  I just got the crash report from certification, and they say crash every time the app launch. 

Answer 7

Thanks for confirming Elliot. I am going to suggest you to open a support case with our technical support team to investigate into this further. The reason I am asking you to open a support case is because we need to perform a validation of your account information, app package name etc as well as have access to your appx package for testing internally.

You may already have support cases associated with your developer account so you can use your developer account to open a support case.

1.)    Visit the URL: http://aka.ms/storesupport with your developer account.

2.)    Towards the bottom of the page, there is a link that says “…contact us immediately.”

3.)    Click that link and then it will ask you to choose the support type. To reach the correct support team choose the following:

a. Problem Type: “Technical support for Windows Store and Windows Phone app development”
b. Category: “WinJS”
c. Once you do that, there should be an option that lets you “Request a call”/ “Start Email”

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Windows Store Developer Solutions #WSDevSol || Want more solutions? See our blog, http://aka.ms/t4vuvz

Answer 8

Thanks a lot, I will try submit the case :)