IE crashes with the error regarding the PseudoServerInproc.dll when the user tries to open the incident detail screen.

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Question:

When it tries to open the incident detail screen by clicking the incident’s link of the record on the list screen, it is not opened because of the popup message that the IE is crashed. The problem detail that is linked the popup message box shows as follows:

Probelm Event name : APPCRASH
Applicatoin name : iexplore.exe
Application version : 8.0.7601.18870
Application timestamp : 55674d05
Problem module name : PseudoServerInproc.dll
Problem module version : 4.0.0.5066
Problem module timestamp : 4f72214c
Exception code : c000005
Exception offset : 00615186
OS version : 6.1.7601.2.1.0.256.48
Locale ID: 1041

After that the following popup message appears:

‘Can’t find the ahdtop in the popup_frames.html’.

The problem occurs on the thin client only. FAT-client environment does not reproduce the problem at the time even if the thin-client user experiences the problem.

Answer:

Please contact the Citrix support for the problem. The problem is related to the Citrix product side, not SDM.

Additional Information:

Title: IE crash with fault module PseudoServerInProc.dll
http://discussions.citrix.com/topic/307236-ie-crash-with-fault-module-pseudoserverinprocdll/ 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: