iTunes 9.2.0.61 & QuickTime 7.66.73.0 Windows 7 64-bit Application Errors

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iTunes 9.2.0.61 & QuickTime 7.66.73.0 Windows 7 64-bit Application Errors

Hi,

I recently installed iTunes 9.0.3.15 on a Windows 7 64-bit PC and everything worked great. Upon purchasing an iPhone 4, I was told by iTunes that I needed to upgrade to version 9.2 with iPhone 4 functionality. After doing so, I am presented with the following errors when I try to launch either iTunes or QuickTime:

Problem signature:
Problem Event Name: APPCRASH
Application Name: iTunes.exe
Application Version: 9.2.0.61
Application Timestamp: 4c18061b
Fault Module Name: ntdll.dll
Fault Module Version: 6.1.7600.16385
Fault Module Timestamp: 4a5bdb3b
Exception Code: c0000005
Exception Offset: 0002ee48
OS Version: 6.1.7600.2.0.0.768.3
Locale ID: 1033
Additional Information 1: e8ad
Additional Information 2: e8adce1c2b9e7be834b4063ac3c53863
Additional Information 3: e8ad
Additional Information 4: e8adce1c2b9e7be834b4063ac3c53863

Problem signature:
Problem Event Name: APPCRASH
Application Name: QuickTimePlayer.exe
Application Version: 7.66.73.0
Application Timestamp: 4ba2fe44
Fault Module Name: ntdll.dll
Fault Module Version: 6.1.7600.16385
Fault Module Timestamp: 4a5bdb3b
Exception Code: c0000005
Exception Offset: 0002e721
OS Version: 6.1.7600.2.0.0.768.3
Locale ID: 1033
Additional Information 1: 812a
Additional Information 2: 812a2e56b4a1cb2dcff1a66554571c00
Additional Information 3: 5fbb
Additional Information 4: 5fbb7afca7120c2847f09318632deec8

I have already tried completely uninstalling ALL Apple software, cleaning the registry, and reinstalling, but the same error messages return. As indicated above, this happens when I try to launch the program and is preventing me from opening the applications. Please let me know if you have any ideas or suggestions for resolving this problem.

Thanks!

Dell Dimension 9100, Windows 7, 64-bit

Posted on Jul 4, 2010 10:25 AM

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Answer 1

b noir

Level 9

72,336 points

Jul 4, 2010 3:39 PM in response to just3r1d7

Fault Module Name: ntdll.dll
Fault Module Version: 6.1.7600.16385

That's not an especially common faulting module to be getting on both iTunes and QuickTime at the same time.

Just doublechecking something before proceeding ... what make and model of video card (or display adaptor) do you have on the PC? Is it an ATI Radeon by any chance?

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Answer 2

just3r1d7 Author

Level 1

0 points

Jul 4, 2010 6:21 PM in response to b noir

I have a Sapphire (ATI) Radeon X800GT, using driver version 8.593.100.0. The video card and driver are exactly the same as when I was using iTunes 9.0.3.15, at which point everything was working fine. Thus, it seems odd that would be causing the current problems...?

Thanks!

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Answer 3

b noir

Level 9

72,336 points

Jul 4, 2010 8:23 PM in response to just3r1d7

The video card and driver are exactly the same as when I was using iTunes 9.0.3.15, at which point everything was working fine. Thus, it seems odd that would be causing the current problems...?

There's been an uptick in Radeon-related issues in recent times with the iTunes 9.2.0.thingy version (Although it could have hit a little earlier when Apple Application Support 1.3.0 was released as part of the Safari 5.0 installer ... can't quite tell for sure). I've seen ntdll.dll referenced on 64-bit systems when there were other driver troubles afoot too. So that's why I'm wondering about a possible Radeon issue here.

Are your drivers the latest versions for the Sapphire Radeons in the X800 range? (I'm having a bit of trouble trying to work that out from the Support information at Sapphire's web site ... do we have to go to AMD and check on the information they have there?)

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Answer 4

just3r1d7 Author

Level 1

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Jul 4, 2010 9:41 PM in response to b noir

Unfortunately, the video card is almost 5 years old and both ATI and Sapphire are only providing legacy support at this point. The last driver release was February 24, 2010 and included Catalyst Control Center v10.2 (driver version 8.593.100.0). I just verified that this is the most recent driver package available on both the ATI and Sapphire web sites... Any other thoughts?

Thanks for your help!

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Answer 5

b noir

Level 9

72,336 points

Jul 6, 2010 4:24 PM in response to just3r1d7

Sorry about the delay. I've been brooding this one one over.

Checking on the QuickTime Player error ... was the QuickTime Player launching normally for you prior to the iTunes update? Or was the error when launching the Player something you first discovered in the course of troubleshooting the iTunes launch problem?

(Trying to work out whether or not the ntdll.dll crash may indicate a pre-existing issue that still allowed you to launch iTunes prior to the iTunes update, but has kicked into overdrive since the update to the new version of iTunes.)

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Answer 6

Jul 6, 2010 6:45 PM in response to b noir

Try doing ALL of your windows updates, including the optional ones.

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Answer 7

just3r1d7 Author

Level 1

0 points

Jul 6, 2010 9:50 PM in response to b noir

I completed all optional updates except for the MS Office Help files and the Creative audio driver and I was still unable to open iTunes 9.2.0.61.

I never actually tried opening QuickTime directly before now...but I just removed 9.2 so that I could give it a try. After wiping my system clean of all Apple software, I installed a fresh copy of iTunes version 9.0.3.15 once again. I verified that the program opens fine and appears to work normally (I didn't actually attempt to sync). However, when I tried to open QuickTime separately, I received the following error:

Problem signature:
Problem Event Name: APPCRASH
Application Name: QuickTimePlayer.exe
Application Version: 7.65.17.80
Application Timestamp: 4afa5828
Fault Module Name: ntdll.dll
Fault Module Version: 6.1.7600.16559
Fault Module Timestamp: 4ba9b29c
Exception Code: c0000005
Exception Offset: 0002e6e6
OS Version: 6.1.7600.2.0.0.768.3
Locale ID: 1033
Additional Information 1: 812a
Additional Information 2: 812a2e56b4a1cb2dcff1a66554571c00
Additional Information 3: 5fbb
Additional Information 4: 5fbb7afca7120c2847f09318632deec8

So, to answer your question, it appears the ntdll.dll crash is a pre-existing condition that I didn't discover until now... Any other suggestions? I am using the KLite codec pack full version which has tons of video codecs...any idea if that could be causing some type of conflict with QuickTime?

Thanks again!

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Answer 8

Jul 6, 2010 10:01 PM in response to just3r1d7

hmmmm, whats interesting is that a lot of these ntdll.dll crashes happen in media players.... perhaps you should to that create audio driver update that you have available, just to be safe, will reply if I find out more

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Answer 9

Jul 6, 2010 10:03 PM in response to Nudethecih

I found a link, that seems to have all the ntdll.dll troubleshooting you could imagine.

http://pcsupport.about.com/od/fixtheproblem/a/ntdlldll.htm

hope this helps, if one of those resolutions work please let us know!

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Answer 10

b noir

Level 9

72,336 points

Jul 6, 2010 10:09 PM in response to just3r1d7

Good lord. Okay, the last time I saw this type of ntdll.dll crash for QuickTime, but iTunes (earlier version than 9.2.0) was still launching fine on a 64-bit system, the culprit was a 32-bit version of the ATI tray tools utility:

http://discussions.apple.com/message.jspa?messageID=10599504#10599504

(Actually, that's the only time I can recall seeing this before.)

By any chance, do you have a copy of that utility installed on your system?

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Answer 11

just3r1d7 Author

Level 1

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Jul 6, 2010 10:47 PM in response to b noir

Amazing!! Yes, I am using ATI Tray Tools 1.6.9.1486 (beta). When that utility is running (it starts with Windows), iTunes and QuickTime report the ntdll.dll crash every time. When I exit the utility, both Apple applications work normally!! So, I will consider the problem resolved as exiting the utility when I want to launch iTunes is not that big of a deal.

Still, I think it is interesting that 9.0.3.15 worked fine with ATI Tray Tools and 9.2.0.61 does not...

Thanks again!! 🙂

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Answer 12

b noir

Level 9

72,336 points

Jul 6, 2010 11:13 PM in response to just3r1d7

Good gracious ... so now I have seen it twice. I thought I was drawing a long bow with thinking about it (especially given that the iTunes symptoms weren't familiar), but it was the only thing that kept springing to mind as a cause of ntdll.dll faulting modules on a QuickTime launch on a 64-bit system.

🙂 Glad things are working better for you again, and many thanks for reporting back about the "switch the utility off" workaround.

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Answer 13

just3r1d7 Author

Level 1

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Jul 6, 2010 11:27 PM in response to b noir

Yes, switching the ATI Tray Tools utility off is a feasible workaround and the effect is immediate - no restart is required.

Thanks again for your time and suggestions!

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