Drobo

Unable to save diagnostics, DDService.exe crash

Hi, new DroboPro user here.

I just fired up my new DroboPro with no drives, updated the firmware, then added 8 x 2TB Hitachi UltraStar A7K2000 drives.

One of the drives (slot 2) went red and was kicked out by drobo.
I replaced the drive, and all is green.

I wanted to know why the drive failed, so I did “get diagnostics information”.
The export took a few minutes, then I got an error unable to create diagnostic information, or something like that, and Windows reported that DDService.exe crashed.

My OS is Vista Ultimate x64 SP2.

After this I had to reboot my PC and the drobo before it would communicate again.

Anybody else seen this?

Here is the dump analysis, I have the dump if any devs want it:
DEFAULT_BUCKET_ID: STATUS_ACCESS_VIOLATION

PROCESS_NAME: DDService.exe

ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%08lx referenced memory at 0x%08lx. The memory could not be %s.

WRITE_ADDRESS: 00000014

NTGLOBALFLAG: 0

APPLICATION_VERIFIER_FLAGS: 0

FAULTING_THREAD: 00001578

PRIMARY_PROBLEM_CLASS: STATUS_ACCESS_VIOLATION

BUGCHECK_STR: APPLICATION_FAULT_STATUS_ACCESS_VIOLATION

LAST_CONTROL_TRANSFER: from 77d48d98 to 77d48e7c

STACK_TEXT:
0176f730 77d48d98 00000000 00000000 017f2c30 ntdll!RtlpWaitOnCriticalSection+0xc5
0176f758 00425666 017f2c30 d7178523 00000184 ntdll!RtlEnterCriticalSection+0x152
WARNING: Stack unwind information not available. Following frames may be wrong.
0176f7d8 00427415 00000007 d71785a3 0064ba74 DDService+0x25666
0176f848 0042ff2c d7178a3f 0176f880 0176fa84 DDService+0x27415
0176f874 0040796e 0064bafc 776f5916 0066f5a0 DDService+0x2ff2c
0176f8a8 77780cc6 00407960 0176fa88 00000006 DDService+0x796e
0176fcac 77786ca8 00000000 00000000 0066f610 rpcrt4!NdrStubCall2+0x24a
0176fcc8 776f8520 0066f610 d69e01d3 0063f998 rpcrt4!NdrServerCall2+0x19
0176fd00 776f88f1 0045de8c 0066f610 0176fda0 rpcrt4!DispatchToStubInCNoAvrf+0x38
0176fd58 776f8cc2 0000001b 00000000 00000000 rpcrt4!RPC_INTERFACE::DispatchToStubWorker+0x135
0176fd7c 7770c8d9 0066f610 00000000 00000000 rpcrt4!RPC_INTERFACE::DispatchToStub+0x90
0176fda8 776f860d 0176fdc0 00639468 0064ba08 rpcrt4!LRPC_SCALL::DispatchRequest+0x132
0176fdc8 776f87e5 0066f5a0 0064ba30 0064b8c8 rpcrt4!LRPC_SCALL::QueueOrDispatchCall+0xa7
0176fde4 776f8a22 0064ba08 0063f998 00000000 rpcrt4!LRPC_SCALL::HandleRequest+0x2d6
0176fe14 776f89a4 0064ba08 0064a890 00000000 rpcrt4!LRPC_SASSOCIATION::HandleRequest+0x153
0176fe48 776eb035 0064ba08 0176fe80 0064a890 rpcrt4!LRPC_ADDRESS::HandleRequest+0xa3
0176fecc 776eafb0 00000000 0176fee8 776eae68 rpcrt4!LRPC_ADDRESS::ProcessIO+0x169
0176fed8 776eae68 00640c74 00000000 0176ff54 rpcrt4!LrpcServerIoHandler+0x16
0176fee8 776ead6a 0063f8e8 00000013 00000000 rpcrt4!ProcessLrpcComplete+0xe
0176ff54 776f33f6 0176ff7c 776f33b5 0063f8e8 rpcrt4!LOADABLE_TRANSPORT::ProcessIOEvents+0x1ab
0176ff5c 776f33b5 0063f8e8 00000000 00000000 rpcrt4!ProcessIOEventsWrapper+0xd
0176ff7c 776f341d 0063db68 0176ff94 76e1eccb rpcrt4!BaseCachedThreadRoutine+0x9e
0176ff88 76e1eccb 0065e408 0176ffd4 77d8d24d rpcrt4!ThreadStartRoutine+0x1b
0176ff94 77d8d24d 0065e408 577d0f30 00000000 kernel32!BaseThreadInitThunk+0xe
0176ffd4 77d8d45f 776f3402 0065e408 00000000 ntdll!__RtlUserThreadStart+0x23
0176ffec 00000000 776f3402 0065e408 00000000 ntdll!_RtlUserThreadStart+0x1b

FOLLOWUP_IP:
DDService+25666
00425666 0fb64760 movzx eax,byte ptr [edi+60h]

SYMBOL_STACK_INDEX: 2

SYMBOL_NAME: DDService+25666

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: DDService

IMAGE_NAME: DDService.exe

DEBUG_FLR_IMAGE_TIMESTAMP: 4b0b4293

STACK_COMMAND: ~12s; .ecxr ; kb

FAILURE_BUCKET_ID: STATUS_ACCESS_VIOLATION_c0000005_DDService.exe!Unknown

BUCKET_ID: APPLICATION_FAULT_STATUS_ACCESS_VIOLATION_DDService+25666

What version of dashboard are you running?

What is the firmware on your drobopro?

Hi Jennifer.

Dashboard 1.6.6
Firmware 1.1.3

P.

Since you made another post asking about decrypting the diag file, can assume it saved successfully?

I also have never seen a crash like you described.

Hi Jennifer

Yes, after the restart I could save the file.

I still have the dump if your developers are interested.

P.

Maybe if it happens again, open a support case.