Bug 153975 - Win11 BSOD when I click LibreOffice "Help" (PAGE_FAULT_IN_NONPAGED_AREA)
Summary: Win11 BSOD when I click LibreOffice "Help" (PAGE_FAULT_IN_NONPAGED_AREA)
Status: RESOLVED NOTOURBUG
Alias: None
Product: LibreOffice
Classification: Unclassified
Component: LibreOffice (show other bugs)
Version:
(earliest affected)
7.5.0.3 release
Hardware: x86-64 (AMD64) Windows (All)
: medium normal
Assignee: Not Assigned
URL:
Whiteboard:
Keywords: haveBacktrace
Depends on:
Blocks: Language-Help-Packs
  Show dependency treegraph
 
Reported: 2023-03-04 21:10 UTC by Frank Moore
Modified: 2023-03-13 09:16 UTC (History)
2 users (show)

See Also:
Crash report or crash signature:


Attachments
Notification displayed when LO launched after BSOD crash, reboot. (8.76 KB, image/png)
2023-03-04 21:16 UTC, Frank Moore
Details
Result of running debug with verbose parameter (5.37 KB, text/plain)
2023-03-12 22:51 UTC, Frank Moore
Details

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Description Frank Moore 2023-03-04 21:10:24 UTC
Description:
Clicking Help from LO open screen or when ods or odt files are open results in the Blue Screen Of Death Windows 11 crash.

Steps to Reproduce:
1.Open LibreOffice
2.Click "Help"
3.

Actual Results:
Help window opens for 1-2 seconds, then BSOD with "System Thread Exception", "Kernel Security Check Failure", and "Page Fault ... " (screen goes black).
Same result in LibreOffice Safe Mode.

Expected Results:
Win11 reboots to user logon.


Reproducible: Always


User Profile Reset: No

Additional Info:
Version: 7.5.0.3 (X86_64) / LibreOffice Community
Build ID: c21113d003cd3efa8c53188764377a8272d9d6de
CPU threads: 16; OS: Windows 10.0 Build 22621; UI render: default; VCL: win
Locale: en-US (en_US); UI: en-US
Calc: CL threaded
Comment 1 Frank Moore 2023-03-04 21:16:59 UTC
Created attachment 185761 [details]
Notification displayed when LO launched after BSOD crash, reboot.

File Manager did not show any LibreOffice components active, except the notification attached here.
Comment 2 Stéphane Guillou (stragu) 2023-03-05 09:36:45 UTC
Thanks Frank.
Can you please:
- Test the new version 7.5.1.2
- Reset you user profile by renaming the directory: https://wiki.documentfoundation.org/UserProfile#Windows
Renaming the user profile (e.g. from "user" to "old_user") will create a new one when restarting. This could help if the issue is related to a corrupted user profile.

Let us know if you can still see the issue.
Comment 3 Frank Moore 2023-03-05 23:19:04 UTC
Stéphane:
    Yes, I still see the issue. I renamed my user profile, then installed 7.5.1.2 on top of the previous install. After loading LibreOffice, I clicked "Help", and after perhaps one or two seconds of the Help page loading, Win11 went instantly to BSOD. Thanks for the suggestion.
        Frank
Comment 4 Frank Moore 2023-03-05 23:31:17 UTC
Furthermore, now, in 7.5.1.2, when I open a document, I get the error message:
Error loading BASIC of document
file:///C:/Users/Franklin%20Moore/AppData/Roaming/LibreOffice/4/user/
basic/Standard/dialog.xlb/:
General Error.
General input/output error.

When I "OK" the error away, the document seems to edit, save, etc normally.
Comment 5 QA Administrators 2023-03-06 04:23:41 UTC Comment hidden (obsolete)
Comment 6 Stéphane Guillou (stragu) 2023-03-06 11:25:53 UTC
How did you install LibreOffice?
Did you also install the Help pack for your language?
After having the BSOD, can you find a minidump created in C:\Windows\Minidumps ? You could attach that here.
Thank you!
Comment 7 Frank Moore 2023-03-06 23:01:24 UTC
See comment 3 above for install; did not install helppack. I got 4 minidumps after the BSODs, all identical except for the time stamp. Here is the last:

Microsoft (R) Windows Debugger Version 10.0.22621.755 X86
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\Windows\Minidump\030523-8375-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available

Symbol search path is: srv*
Executable search path is: 
Windows 10 Kernel Version 22621 MP (16 procs) Free x64
Product: WinNt, suite: TerminalServer SingleUserTS
Machine Name:
Kernel base = 0xfffff803`39e00000 PsLoadedModuleList = 0xfffff803`3aa13450
Debug session time: Sun Mar  5 12:23:37.338 2023 (UTC - 6:00)
System Uptime: 0 days 0:08:13.054
Loading Kernel Symbols
...............................................................
................................................................
............................................................
Loading User Symbols
Loading unloaded module list
..........
For analysis of this file, run !analyze -v
Comment 8 QA Administrators 2023-03-07 04:18:20 UTC Comment hidden (obsolete)
Comment 9 Stéphane Guillou (stragu) 2023-03-07 22:21:54 UTC
Can you please check that you have installed all available Windows updates, including for hardware drivers? ("Optional updates" in Windows Update)
Thank you
Comment 10 Frank Moore 2023-03-08 00:18:57 UTC
Windows 11 Update says that I am up to date. Driver Booster v10.3.0.124 says all of my drivers are up to date.
Comment 11 QA Administrators 2023-03-08 03:26:28 UTC Comment hidden (obsolete)
Comment 12 Stéphane Guillou (stragu) 2023-03-09 21:53:31 UTC
Thanks Frank.

Can you please run !analyze -v on one of those dumps, as suggested, and attach the result of the analysis here?

More info on creating stacktraces and dealing with dumps here: https://wiki.documentfoundation.org/How_to_get_a_backtrace_with_WinDbg
Comment 13 Frank Moore 2023-03-10 00:15:41 UTC
Before more dump analysis, consider this attempt. I uninstalled all LibreOffice software via Win11 uninstall, rebooted, then I ran a registry cleaner utility (RegEdit), rebooted, ran regedit and deleted all registry references to "LibreOffice", rebooted. Next I installed LO 7.5.1.2 and the 7.5.1 HelpPack and rebooted. After launching LO, I clicked "Help" and got the same BSOD result as before. then I uninstalled the HelpPack, and when clicking "Help", I was referred to the online help feature. Looks to me like the HelpPack was causing my BSOD.
Comment 14 QA Administrators 2023-03-10 03:26:54 UTC Comment hidden (obsolete)
Comment 15 Frank Moore 2023-03-10 03:46:36 UTC
Sorry for haste -- the registry cleaner utility I used was "Registry First Aid"; I used regedit later to clean any remaining references to LO.
Comment 16 Stéphane Guillou (stragu) 2023-03-10 08:20:34 UTC
Right, good to narrow it down to the help pack.

I just tested with LO 7.5.1 and the corresponding help pack on Windows 10 (both from .msi installers from the website – let me know if you installed differently), and still couldn't reproduce.

When the help pack is installed, LibreOffice help should just automatically open a local file in your default web browser, for example:

file:///C:/Program%20Files/LibreOffice/help/en-GB/text/shared/05/new_help.html

Could you please try opening such a URL in your default web browser (adapting to your local installation path if needed) and see if it fixes it?
Which is your default web browser?
Comment 17 Frank Moore 2023-03-12 21:58:29 UTC
Opening Help directly in my browser as you suggest yields an immediate BSOD "Page Fault...", just as before. My (desktop) install uses LibreOffice_7.5.1_Win_x86-64.msi and LibreOffice_7.5.1_Win_x86-64_helppack_en-US.msi, under Windows 11 Pro. It is curious that I have a notebook, also running Windows 11 Pro, with the same install of LO as above, and LOHelp works fine, just as intended. My default browser, BTW, is Opera. I repeat, LO itself works fine on both my machines; only Help gives me BSOD, and only on my desktop PC. Anything else I can try? Thanks.
Comment 18 Frank Moore 2023-03-12 22:51:31 UTC
Created attachment 185919 [details]
Result of running debug with verbose parameter

Requested by analyst
Comment 19 Frank Moore 2023-03-12 22:53:45 UTC
(In reply to Stéphane Guillou (stragu) from comment #12)
> Thanks Frank.
> 
> Can you please run !analyze -v on one of those dumps, as suggested, and
> attach the result of the analysis here?
> 
> More info on creating stacktraces and dealing with dumps here:
> https://wiki.documentfoundation.org/How_to_get_a_backtrace_with_WinDbg

Stéphane: I just attached the dump analysis as requested.
Comment 20 Stéphane Guillou (stragu) 2023-03-12 23:04:47 UTC
Yes, please do the following:
- save a HTML file to somewhere on your home directory
- open that HTML file by pasting its location into Opera, for example:

file:///C:/Users/frank/Downloads/test.html

If you get a BSOD, we can confirm that this is not our bug.
Would be worth checking if other browsers give you the same issue, and if not, changing your default browser.
Comment 21 Frank Moore 2023-03-12 23:57:47 UTC
(In reply to Stéphane Guillou (stragu) from comment #20)
> Yes, please do the following:
> - save a HTML file to somewhere on your home directory
> - open that HTML file by pasting its location into Opera, for example:
> 
> file:///C:/Users/frank/Downloads/test.html
> 
> If you get a BSOD, we can confirm that this is not our bug.
> Would be worth checking if other browsers give you the same issue, and if
> not, changing your default browser.

BINGO! BSOD! Strange that same install, same browser, same OS on notebook does not have a problem. Thanks very much for all this help. Sorry to have wasted your time. Frank.
Comment 22 QA Administrators 2023-03-13 03:20:02 UTC Comment hidden (obsolete)
Comment 23 Stéphane Guillou (stragu) 2023-03-13 09:16:31 UTC
(In reply to Frank Moore from comment #21)
> BINGO! BSOD! Strange that same install, same browser, same OS on notebook
> does not have a problem. Thanks very much for all this help. Sorry to have
> wasted your time. Frank.

Thank you for following up quickly. No time wasted, thank you for reporting the issue!

Some recommendations to try and solve this issue on your system: https://windowsreport.com/page-fault-in-nonpaged-area-windows-11/

All the best!