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Windows 7: Rolled out Office 2010 and got BSOD BAD_POOL_HEADER

19 Jun 2013   #1

Windows 7 Enterprise
Rolled out Office 2010 and got BSOD BAD_POOL_HEADER

We rolled out Office 2010 yesterday to some of our users through SCCM and when they started using the program this morning they got a BSOD.

Here is the WinDbg DMP output:

Microsoft (R) Windows Debugger Version 6.12.0002.633 X86
Copyright (c) Microsoft Corporation. All rights reserved.

Loading Dump File [C:\debugger_x86\dmps\MEMORY.DMP]
Kernel Summary Dump File: Only kernel address space is available

Symbol search path is: srv*
Executable search path is:
Windows 7 Kernel Version 7601 (Service Pack 1) MP (4 procs) Free x64
Product: WinNt, suite: TerminalServer SingleUserTS
Built by: 7601.18113.amd64fre.win7sp1_gdr.130318-1533
Machine Name:
Kernel base = 0xfffff800`02a05000 PsLoadedModuleList = 0xfffff800`02c48670
Debug session time: Wed Jun 19 07:10:17.391 2013 (UTC - 4:00)
System Uptime: 0 days 15:30:40.118
Loading Kernel Symbols
Loading User Symbols
PEB is paged out (Peb.Ldr = 000007ff`fffdf018). Type ".hh dbgerr001" for details
Loading unloaded module list
* *
* Bugcheck Analysis *
* *

Use !analyze -v to get detailed debugging information.

BugCheck 19, {21, fffff900c0b2f000, 1060, 0}

Page 7f543 not present in the dump file. Type ".hh dbgerr004" for details
Page 96b6d not present in the dump file. Type ".hh dbgerr004" for details
Probably caused by : win32k.sys ( win32k!EngFreeMem+21 )

Followup: MachineOwner

0: kd> !analyze -v
* *
* Bugcheck Analysis *
* *

The pool is already corrupt at the time of the current request.
This may or may not be due to the caller.
The internal pool links must be walked to figure out a possible cause of
the problem, and then special pool applied to the suspect tags or the driver
verifier to a suspect driver.
Arg1: 0000000000000021, the data following the pool block being freed is corrupt. Typically this means the consumer (call stack ) has overrun the block.
Arg2: fffff900c0b2f000, The pool pointer being freed.
Arg3: 0000000000001060, The number of bytes allocated for the pool block.
Arg4: 0000000000000000, The corrupted value found following the pool block.

Debugging Details:


POOL_ADDRESS: fffff900c0b2f000 Paged session pool


PROCESS_NAME: csrss.exe


LAST_CONTROL_TRANSFER: from fffff80002bad9b2 to fffff80002a7ac00

fffff880`0750ce98 fffff800`02bad9b2 : 00000000`00000019 00000000`00000021 fffff900`c0b2f000 00000000`00001060 : nt!KeBugCheckEx
fffff880`0750cea0 fffff960`00039415 : 00000000`011d1c8a 00000000`00000000 fffff880`64667454 fffff880`00000000 : nt!ExDeferredFreePool+0xfaa
fffff880`0750cf50 fffff960`00041df4 : 00000000`011d1c8a fffff880`0750d000 00000000`00000509 00000000`011d0b08 : win32k!EngFreeMem+0x21
fffff880`0750cf80 fffff960`0003915b : fffff900`c0fc32d0 00000000`00000001 00000000`00000001 00000000`00000000 : win32k!bLoadGlyphSet+0x104
fffff880`0750cfb0 fffff960`000392fa : fffff900`c0fc32d0 fffff900`00000001 fffff900`c0fc32d0 fffff960`001ac344 : win32k!bReloadGlyphSet+0x24b
fffff880`0750d670 fffff960`00039252 : 00000000`00000000 fffff900`c0fc32d0 fffff900`00000001 fffff900`c0d7d264 : win32k!ttfdQueryFontTree+0x66
fffff880`0750d6c0 fffff960`000860d7 : fffff960`000391f8 fffff900`c0fc3610 00000000`00000001 00000000`00000000 : win32k!ttfdSemQueryFontTree+0x5a
fffff880`0750d700 fffff960`00085f83 : fffff880`0750d810 00000000`00000000 00000000`00000000 00000000`00000000 : win32k!PDEVOBJ::QueryFontTree+0x63
fffff880`0750d780 fffff960`0004003e : fffff900`c008a010 00000000`00000000 00000000`00000002 00000000`00000000 : win32k!PFEOBJ:fdg+0xa3
fffff880`0750d7e0 fffff960`0009a750 : fffff900`c0d7d150 fffff880`0750da70 fffff880`0750d970 fffff880`0750da40 : win32k!RFONTOBJ::bRealizeFont+0x46
fffff880`0750d900 fffff960`0003c020 : 00000000`10018000 fffff900`00000000 fffff900`00000000 fffff960`00000002 : win32k!RFONTOBJ::bInit+0x548
fffff880`0750da20 fffff960`00046fef : 00000000`00000000 00000000`75e50180 00000000`00000000 00000000`00000000 : win32k!GreGetTextMetricsW+0x4c
fffff880`0750da60 fffff800`02a79e93 : fffffa80`04c76640 fffff880`0750db60 00000000`00000000 fffff900`c01a7010 : win32k!NtGdiGetTextMetricsW+0x1f
fffff880`0750dae0 00000000`74e82e09 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceCopyEnd+0x13
00000000`0009e738 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : 0x74e82e09


fffff960`00039415 4883c420 add rsp,20h


SYMBOL_NAME: win32k!EngFreeMem+21



IMAGE_NAME: win32k.sys


FAILURE_BUCKET_ID: X64_0x19_21_win32k!EngFreeMem+21

BUCKET_ID: X64_0x19_21_win32k!EngFreeMem+21

Followup: MachineOwner

Can anyone help me determine what actually caused the error? I ran memtest on a couple of the machines and it came back clean.


My System SpecsSystem Spec
19 Jun 2013   #2

Microsoft Community Contributor Award Recipient

Windows 7 enterprise 64 bit, Windows 7 Pro 64 bit ,Windows 8 64bit

My System SpecsSystem Spec
19 Jun 2013   #3

Windows 7 Enterprise

My System SpecsSystem Spec

19 Jun 2013   #4

Microsoft Community Contributor Award Recipient

Windows 7 enterprise 64 bit, Windows 7 Pro 64 bit ,Windows 8 64bit

I don't see anything jumping out at me in the logs, or dump files. So I am going to have you enable driver verifier on one of the PC's you are having the issue with and then once it blue screens again please upload the new set of files from it:

Using Driver Verifier to identify issues with Drivers

IF the PC will not boot normally after enabling driver verifier please boot into safe mode and then disable driver verifier from there, then upload a fresh set of the files from that machine.
My System SpecsSystem Spec
27 Jun 2013   #5

Windows 7 Ultimate 32 bit

I guess I don't have anything to add here, except I am running across the exact same problem with rolling out Office 2007. So far every single Windows 7 machine BSOD the very first time opening Outlook after the Office 2007 install.

Basically the set of steps is:
Start - run - secedit /configure /cfg %windir%\inf\defltbase.inf /db defltbase.sdb /verbose
Fix the HK_Local Machine - Software - ODBC permissions (long story, but basically it was a group policy decision gone wrong, and this has to be fixed on each machine or the uninstalls fail.)
Uninstall Compatibility Pack for Office 2007
Uninstall any Power Point/Visio viewers that may be installed
Uninstall Office 2003 Small Business.
(considering putting in a reboot here..but for now, I don't reboot.)
Run the Office 2007 installer from a network folder.

After the install is successful, I log out as admin, and log in as the user.
I open Word, Excel to clear out those starting checkbox things.
I then Open Outlook to make sure that the PST file is still connected for the user.

At this point, since I am doing this install remote (aka using Real VNC to perform these installs), the VNC window locks up, I can't click anything, and pinging the machine shows that the machine is offline.

After the machine restarts, then there is never another problem with BSOD. Dunno why. I just got to where I get the blue screen for the users, and they don't ever see it.
My System SpecsSystem Spec
27 Jun 2013   #6
Layback Bear

Windows 10 Pro. 64/ version 1709 Windows 7 Pro/64

Have you checked with your I.T. Department and see if they could give you a hand?
My System SpecsSystem Spec
27 Jun 2013   #7

Windows 7 Ultimate 32 bit

I am the IT Dept.
My System SpecsSystem Spec

 Rolled out Office 2010 and got BSOD BAD_POOL_HEADER

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