Radiograph ntdll crash

[jordansparks]

This was originally posted by jmazzie:
Just wanted to update the ntdll crashes are becoming more consistent in our office 1 in 10 patients which adds up since we usually have about 300-400 patients take xrays a day. What is the best way to work with OpenDental to help solve this issue? I hate to continue bothering phone support after exceeding their resources.
Are their specific dump files that we should be looking for?

[jordansparks]

What sensor are you using when this happens? Is it always the same kind of sensor or is it multiple kinds?

This error indicates a memory leak, but we don't know yet if it's in Open Dental or in a sensor driver. If nothing is coming up on the screen to indicate the error, then we will need the error text from the Windows Event Log. That should tell us who the culprit is.

[jmazzie]

Currently we are experiencing the issue with CareStream RVG 6100 and 6200 sensors and a Vantage Panoramic machine. I briefly tested a XDR size 1 and a schick 33 Size 0 will no issues. We also have a Kavo panoramic and a bel cypher panoramic both lower traffic but haven't experienced the issue

The crash is displayed once the image is taken and is attempted to be written back to OpenDental with no displayed error

the event view entry is

Faulting application name: OpenDental.exe, version: 20.5.44.0, time stamp: 0x6071d2a9
Faulting module name: ntdll.dll, version 10.0.19041.928, time stamp: 0xa0caab76
Exception code: 0x0000374
Faulting process id: 0x39d8
Faulting application start time: 0x01d742adaab6ef4a
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: a2403a0f-b38d-4059-8b9d-8dd7fe9d1e26
Faulting package full name:
Faulting package-relative application ID:

I have a screen recording of the crash workflow i can email over if you'd like to see that as well

Current troubleshooted steps
-reinstalled windows from scratch (Windows 10 Pro)
-Reinstall OpenDental
-Run OpenDental in compatibility mode
-Tried 3 different releases of twain driver from the manufacturer
-Adobe repair tool
-Remove Adobe Reader
-Reinstalled Adobe Reader
-sfc scan
-register ntdll
-disabled UAC
-disabled hardware acceleration

Workstation information
-multiple workstations with similar specs
-i5 (9th-10th gen)
-16GB of RAM
-Intel integrated graphics

Currently on OpenDental release 20.5.44

[jordansparks]

Great report. Thanks!
Oh my gosh! You did a lot of troubleshooting. Based on the log, it seems to be an Open Dental issue, not any particular driver or sensor issue. That's good. That means we did not find a brand of sensor that won't work with Open Dental. It seems like there's probably just some little issue in Open Dental that builds up over time. We'll work on trying to duplicate it.

[jmazzie]

Glad to hear its not a sensor issue. We're looking to get new sensors and got concerned compatibility might be an issue. Let me know if you need any information or would like us to try a more recent release. I know 20.5.51 is out but I heard there wasn't many imaging changes so I haven't run the upgrade yet

[jordansparks]

Pretty sure we found the memory leak. Just a matter of testing and releasing.

[jmazzie]

Fantastic! Looking forward to the update.

Going forward what is the best way to report bugs?

[jordansparks]

For nearly all bugs, the best was is to call us and let the techs escalate it up through the engineers. But intermittent bugs that do not have any obvious cause or any error message will typically take longer to address that way. I only jumped on your bug report because I suspected a memory leak in a very specific area. So I guess the answer is that I would love feedback from you regarding whether the proposed fix worked, etc. But I can't address most bugs this directly.

[jordansparks]

Fix is posted

[jmazzie]

Thanks Jordan! I'll run the update tonight and see how we are looking tomorrow as far as leak fix goes!

Thanks for the information I'll be sure to continue to utilize the phone support for issues like this going forward. I appreciate you working on this bug fix

[jmazzie]

After running the new update for about a week the crash has been fixed! Thanks again Jordan

Does this crash fix also apply to the 21.x update series or just the 20.5 series?

[jordansparks]

Whew! Yes, it applies to all future versions.

[epicurean]

May I know what is the working twain driver to install for kodak 6100 and 6200 sensor, and how to do I go about doing it?

I am currently using the kodak bridge and the kodak software to acquire my images.

much thanks