1) July 27th, 2012
2) ASAP
3) MC75A6
4) WM61/WM6.5
5) 2608226 Customer is experiencing high memory usage and lockups on their MC75A units. Sometimes they need to be clean booted to recover. It appears from the attached log files that their application uses a lot of resources and causes filesys.exe and gwes.exe to grow until all of the available RAM is exhausted and causes the lockup. One set of eMscript logs is attached. We have been trying to get more baseline logs and investigate this further but it appears the issue has been going on for a while and the customer expects us to find the root cause immediately. The issue is currently being escalated and so tech support is reaching out to ECRT for immediate assistance. The customer expects us to provide a timeline of actions on a conference call in 1 hour so we need to tell the account team something quick. Please help! Thanks, Tony
2 Replies
CarolAnn has advised me to open an SPR immediately given the rate of escalation this issue is receiving at the moment. SPR 22641 has been raised.
i see the following in the logs Data Abort: Thread=86e4493c Proc=806c12e0 'shell32.exe' AKY=00000041 PC=7840d504(deviceconfig.cpl+0x0000d504) RA=78411e90(deviceconfig.cpl+0x00011e90) BVA=0e00001c FSR=00000007
Soti DeviceConfig.cpl causing an device.exe crash followed by Shell32 crash after reboot
Workaround rename the \Windows\DeviceConfig.cpl to \Windows\DeviceConfig.txt after SOTI installation or approach SOTI To get the fix from SOTI CASE case number C00023940.