Solved Faulting Module Path C:/Windows\SysWOW64\ntdll.dll

[PMercier]

I have been unable to use my Xerox 7600i flatbed scanner due to an error message that reads "OneTouch 4.6 Component has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available."

I contacted technical support via the software company Visioneer Inc. Tech support had me uninstall and reinstall the drivers and software. The problem continued. After reviewing the event log the tech advised me that the source of the problem was a faulty module path. Since the problem had nothing to do with the scanner software, hardware or driver the tech had to close the case.

The tech implied that I may have to reinstall the OS. Is there anything else I can do short of reinstalling the OS?

Thanks.

 

[Ztruker]

Click Start, type command. Right click on Command Prompt at the top and select Run as Administrator.
Type sfc /scannow and press Enter
Let it run to completion.

Reboot and see if the problem is fixed.

 

[PMercier]

Thanks for the input Ztruker.

I followed your instructions and when the process completed I read the following: "Windows Resource Protection did not find any integrity violations".

I re-booted and tried to scan a document and received the same error message as before which read:"OneTouch 4.6 Component has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available."

 

[gigagiggles]

Does WindowsUpdate offer any solutions via WindowsErrorReporting?

Did the problem occur out of the blue, i.e. the scanner worked fine before?

Were there recent changes to the OS?

 

[PMercier]

gigagiggles,

Thanks for your input.
I found no solution via WER or WindowsUpdate.
The problem did occur without warning and the scanner was flawless since I added it to the workflow.
There have been no changes to the OS since adding the scanner.

I upgraded my PC two months ago. I replaced the MOBO, the RAM, the HD and did a new installation of Win 7. My old scanner was not Win 7 compatible so I replaced it.

 

[Slartybart]

Did you follow these instructions when you re-installed?
VIS1493 - Updating Your Scanner Driver

ref: Xerox 7600i Drivers and Manuals

Does the scanner work normally, in other words is it only the one-touch features that causes the error? If you don't use the one touch button, you don't need the software. If you do use the button.... then there might be a incompatibility (32 bit software on a 64 bit machine) or (just version incompatibility)

See if the above install instructions help - maybe updated software in the download section. Pay attention to any "compatibility" prompts when you reinstall.

Bill
.

 

[PMercier]

Bill,
The un-installation and re-installation were done under the guidance of an technical specialist at Xerox. It was the tech who advised me that the problem am experiencing is the result of the [FONT=&quot]"Faulting module path: C:\Windows\SysWOW64\ntdll.dll".

The scanner was working well using the software, I never used the buttons on the scanner as I had not yet set them up.

I will look into your recommendation next week when I get back into town.

Thanks,
Paul
[/FONT]

 

[Slartybart]

Paul,

I understood that Xerox directed you on the re-install. What I was really asking is "did you use your install CD or did the tech direct you to Xerox 7600i Drivers and Manuals"

I dug a little deeper into the pages and found that VIS1493 - Updating Your Scanner Driver has a bad link for drivers. I think the rest of the instructions are sound and perhaps they are the steps the tech guided you through.

Sometimes devices carry MS runtimes with their install and that can cause issues. I haven't seen this yet on my Win7 machine, but on XP and Vista, these back level runtimes wreaked havoc trying to get a device to operate.

I would uninstall any software related to the scanner in Control Panel, check for hidden devices as described, uninstalling those in Device Manager (remove software if a checkbox on the diaglog is displayed), Reboot

Then install one piece of software for the scanner at a time, The twain and WIA drivers, then test a scan. Usually the twain driver is sufficient, the WIA drive has some vendor specific features. I've had scanners that do better with one or the other, so in my calling app (Jasc, or Gimp) I pick the better one as the scan source. You might have to install the Acuity connection driver, I'm not sure. Do that next if it is needed.


Then decide if you want to use the buttons. I've had a few scanners and never used the one-touch feature. Your requireminets might differ.

I don't know all of the things your scanner installs. Maybe next week, you can collect the log and we'll have more inofrmation to go on.

Bill
.

 

[PMercier]

Thanks for the clarification. I have responded in red in the body of the text below.

Paul,

I understood that Xerox directed you on the re-install. What I was really asking is "did you use your install CD or did the tech direct you to Xerox 7600i Drivers and Manuals" I cannot locate my installation CD so the tech directed me to the drivers and manuals.

I dug a little deeper into the pages and found that VIS1493 - Updating Your Scanner Driver has a bad link for drivers. I think the rest of the instructions are sound and perhaps they are the steps the tech guided you through.

Sometimes devices carry MS runtimes with their install and that can cause issues. I haven't seen this yet on my Win7 machine, but on XP and Vista, these back level runtimes wreaked havoc trying to get a device to operate.

I would uninstall any software related to the scanner in Control Panel I uninstalled the related software, check for hidden devices as described, I don't understand what you mean by "check for hidden devices as described". Where is the description on how to check for hidden devices? I opened the control panel, clicked on device manager, clicked on View, clicked on Show Hidden Devices. I did not see anything pertaining to Xerox or PaperPort, OneTouch or Visioneer. Am I missing anything? uninstalling those in Device Manager (remove software if a checkbox on the diaglog is displayed), Reboot

Then install one piece of software for the scanner at a time, The twain and WIA drivers, then test a scan. Usually the twain driver is sufficient, the WIA drive has some vendor specific features. I've had scanners that do better with one or the other, so in my calling app (Jasc, or Gimp) I pick the better one as the scan source. You might have to install the Acuity connection driver, I'm not sure. Do that next if it is needed.


Then decide if you want to use the buttons. I've had a few scanners and never used the one-touch feature. Your requireminets might differ.

I don't know all of the things your scanner installs. Maybe next week, you can collect the log and we'll have more inofrmation to go on.

Bill
.

 

[Slartybart]

I think you did the right steps for hidden devices. Xerox/Visioneer provides a utility - I'm not sue what it does though. It might simply add/set the environment variable devmgr_show_nonpresent_devices

KB for Xp, but it's the same for Win7: http://support.microsoft.com/kb/315539



In the BEFORE You Begin section of http://support.visioneer.com/KnowledgeBase/Articles/VIS1493%20-%20Updating%20Your%20Scanner%20Driver.asp?ScannerModel=X7600i&bit=32

1. If you have not already done so, please download your scanner's most current driver from:
   http://support.visioneer.com/products/X7600i/downloads.asp
2. Please also save the following utility:
   Hidden Devices +
3. Disable any AntiVirus, AntiSpyware, Firewall, PopUp Blocker, Spam Blocker, or Weather Bug software program from running.
   If any of these applications are running, their icons will be in the Windows Notification area on the lower-right side of the computer next to the Windows System Clock.
4. If you would like, you may print these instructions by clicking here.

 

[PMercier]

I was able to solve my problem. To do so I ordered a replacement installation CD. I uninstalled all related programs. I then reinstalled the programs and plugged in the scanner. The problem is behind me. Thank all of you for your input.
Paul