03-13-2013 12:17 PM
outlook.exe continues to crash. machine was missing search 4.0 which I added and was on office sp2 which I upgraded to sp3.
ran ResetEVClient.exe several times
manually unregistered/reregistered dlls
ran fixmapi.dll before and after reboot
tried reinstalling the plugin
msvcr90.dll outlook.exe valkyrie.dll crash
any ideas without reimaging, renaming windows profile or outlook profile?
Solved! Go to Solution.
03-18-2013 02:51 PM
It was the log file itself. I turned off the errors to "errors only" and it stopped crashing.
Side Issue 1: if they have a sharepoint list mailbox (same issue that causes my.domain.com to load in outlook) right click and close this box)
-this normally appears in the bottom left area of their outlook folder list of mailboxes (right click and close)
Main Issue 2: Change logging from minimum or maximum to “errors only”
Outlook 2007: Ctrl+shift > select the vault icon to bring up the menu > change to errors only > ok
03-13-2013 12:29 PM
What version of the client?
Can you post the Event ID 1000 from the application log?
03-13-2013 12:34 PM
thank you for assisting, second pc example:
Event Type: Error
Event Source: Microsoft Office 12
Event Category: None
Event ID: 1000
Date: 3/13/2013
Time: 1:40:46 PM
User: N/A
Computer:
Description:
Faulting application outlook.exe, version 12.0.6661.5003, stamp 4fa2a9e1, faulting module msvcr90.dll, version 9.0.30729.6161, stamp 4dace5b9, debug? 0, fault address 0x0003523b.
Data:
0000: 41 00 70 00 70 00 6c 00 A.p.p.l.
0008: 69 00 63 00 61 00 74 00 i.c.a.t.
0010: 69 00 6f 00 6e 00 20 00 i.o.n. .
0018: 46 00 61 00 69 00 6c 00 F.a.i.l.
0020: 75 00 72 00 65 00 20 00 u.r.e. .
0028: 20 00 6f 00 75 00 74 00 .o.u.t.
0030: 6c 00 6f 00 6f 00 6b 00 l.o.o.k.
0038: 2e 00 65 00 78 00 65 00 ..e.x.e.
0040: 20 00 31 00 32 00 2e 00 .1.2...
0048: 30 00 2e 00 36 00 36 00 0...6.6.
0050: 36 00 31 00 2e 00 35 00 6.1...5.
0058: 30 00 30 00 33 00 20 00 0.0.3. .
0060: 34 00 66 00 61 00 32 00 4.f.a.2.
0068: 61 00 39 00 65 00 31 00 a.9.e.1.
0070: 20 00 69 00 6e 00 20 00 .i.n. .
0078: 6d 00 73 00 76 00 63 00 m.s.v.c.
0080: 72 00 39 00 30 00 2e 00 r.9.0...
0088: 64 00 6c 00 6c 00 20 00 d.l.l. .
0090: 39 00 2e 00 30 00 2e 00 9...0...
0098: 33 00 30 00 37 00 32 00 3.0.7.2.
00a0: 39 00 2e 00 36 00 31 00 9...6.1.
00a8: 36 00 31 00 20 00 34 00 6.1. .4.
00b0: 64 00 61 00 63 00 65 00 d.a.c.e.
00b8: 35 00 62 00 39 00 20 00 5.b.9. .
00c0: 66 00 44 00 65 00 62 00 f.D.e.b.
00c8: 75 00 67 00 20 00 30 00 u.g. .0.
00d0: 20 00 61 00 74 00 20 00 .a.t. .
00d8: 6f 00 66 00 66 00 73 00 o.f.f.s.
00e0: 65 00 74 00 20 00 30 00 e.t. .0.
00e8: 30 00 30 00 33 00 35 00 0.0.3.5.
00f0: 32 00 33 00 62 00 0d 00 2.3.b...
00f8: 0a 00 ..
03-13-2013 12:34 PM
were just upgrading now, I believe its v10.0.2.1112
Event Type: Error
Event Source: Microsoft Office 12
Event Category: None
Event ID: 1000
Date: 3/13/2013
Time: 8:37:48 AM
User: N/A
Computer: w2
Description:
Faulting application outlook.exe, version 12.0.6661.5003, stamp 4fa2a9e1, faulting module msvcr90.dll, version 9.0.30729.6161, stamp 4dace5b9, debug? 0, fault address 0x0003523b.
Data:
0000: 41 00 70 00 70 00 6c 00 A.p.p.l.
0008: 69 00 63 00 61 00 74 00 i.c.a.t.
0010: 69 00 6f 00 6e 00 20 00 i.o.n. .
0018: 46 00 61 00 69 00 6c 00 F.a.i.l.
0020: 75 00 72 00 65 00 20 00 u.r.e. .
0028: 20 00 6f 00 75 00 74 00 .o.u.t.
0030: 6c 00 6f 00 6f 00 6b 00 l.o.o.k.
0038: 2e 00 65 00 78 00 65 00 ..e.x.e.
0040: 20 00 31 00 32 00 2e 00 .1.2...
0048: 30 00 2e 00 36 00 36 00 0...6.6.
0050: 36 00 31 00 2e 00 35 00 6.1...5.
0058: 30 00 30 00 33 00 20 00 0.0.3. .
0060: 34 00 66 00 61 00 32 00 4.f.a.2.
0068: 61 00 39 00 65 00 31 00 a.9.e.1.
0070: 20 00 69 00 6e 00 20 00 .i.n. .
0078: 6d 00 73 00 76 00 63 00 m.s.v.c.
0080: 72 00 39 00 30 00 2e 00 r.9.0...
0088: 64 00 6c 00 6c 00 20 00 d.l.l. .
0090: 39 00 2e 00 30 00 2e 00 9...0...
0098: 33 00 30 00 37 00 32 00 3.0.7.2.
00a0: 39 00 2e 00 36 00 31 00 9...6.1.
00a8: 36 00 31 00 20 00 34 00 6.1. .4.
00b0: 64 00 61 00 63 00 65 00 d.a.c.e.
00b8: 35 00 62 00 39 00 20 00 5.b.9. .
00c0: 66 00 44 00 65 00 62 00 f.D.e.b.
00c8: 75 00 67 00 20 00 30 00 u.g. .0.
00d0: 20 00 61 00 74 00 20 00 .a.t. .
00d8: 6f 00 66 00 66 00 73 00 o.f.f.s.
00e0: 65 00 74 00 20 00 30 00 e.t. .0.
00e8: 30 00 30 00 33 00 35 00 0.0.3.5.
00f0: 32 00 33 00 62 00 0d 00 2.3.b...
00f8: 0a 00 ..
03-13-2013 01:31 PM
I updated the missing windows updates. Same issues.
03-13-2013 01:38 PM
Is there anything you can tell us about how the crash occurs?
Is it random? is it as soon as Outlook starts? on close etc?
And how many users is it affecting, and is this Windows 7 or XP or all versions?
And also im guessing you disabled Enterprise Vault Outlook Add In and everything starts working, you enable it again, and then it fails?
03-13-2013 01:44 PM
Someone else had a very very similar issue it seems, same module, similar version, faulting address etc
"Faulting application outlook.exe, version 11.0.8326.0, faulting module msvcr90.dll, version 9.0.30729.4148, fault address 0x0003523b. "
Their solution was
Solved!
Issue was finally traced to a deployed app that has broken "Program Files" permissions!
Thanks all for advice and help.
03-13-2013 01:55 PM
I saw that post, which would of been nice to know specifically what they did to fix it.
a. winxp
b. occurs right when outlook begins to load the mailbox, crashes
c. disabling plugin > outlook then works > enable plugin > relaunch > crash
i'm testing a new outlook profile but since its cache exchange mode i need to test if it works after loading.
03-13-2013 02:00 PM
I'm guessing what he did was looked at the Program Files directory and then pushed down the inheritance to everything underneath, and it was probably something in the Common files directory that was being affected
you could have a look at procmon and seeing if you're getting an access denied on a certain file underneath that is causing issue
03-13-2013 02:06 PM
yikes i'll give that a shot. if you have other ideas though please share.
03-13-2013 02:09 PM
The permissions look similar accross pcs.
03-13-2013 02:25 PM
03-13-2013 03:50 PM
I ended up finally caving and creating a new mail profile which then after downloading the mailbox no longer crashed (cache exchange mode is enabled for our users).
When switching back to the original profile it crashed again. I can swap back to the profile that doesnt crash and its fine.
However if there is a fix that doesn't require creating a new mail profile for 40+ users that would be ideal.
03-14-2013 06:13 AM
What did not fix it:
03-14-2013 06:54 AM
Your best bet is to call support and get some memory dumps and a procmon log as well
03-14-2013 06:54 AM
i repeated the same steps for a second user and now they crash and get a second error:
"enterprise vault outlook add-in coudl not establish a connection to your exchange mailbox. restart outlook and if the same error occurs repeatedly, call your help desk. "
03-14-2013 07:29 AM
Ok 2nd user: removed pst file and it stopped crashing.
03-14-2013 01:50 PM
Odd that you have the issue so widespread, but it's got to be environmental, in my opinion.. otherwise EVERYONE would have this, and they don't. I wouldn't suggest contacting Support and going the memory dump route, unless you've got a huge amount of time, and, it's not likely to result in a fix in the Outlook Add-in since a new profile and so on resolves the issue.
Antivirus? Anything we need to know about that?
03-14-2013 01:58 PM
we are using SEP, and are not having AV issues with other users.
It appears to be an issue with the pst files and the plugin not playing nice together for 2 users so far in a pilot group.
I tried disabling SEP (symantec) and it didn't resolve the issue either. I didn't get a chance to run scanpst to potentially repair the pst file which could potentially stop it from crashing. My guess is its hitting an email it doesnt like and crashing. Odd part is it occurs ASAP after loading outlook.
03-14-2013 02:04 PM
Can you post a full client log?
It is unlikely that the Outlook Addin will be touching the PST file as soon as Outlook launches. It's normally a few minutes later, however, if the PST has been marked, and ingested in to EV, and due for deletion THESE are processed as soon as Outlook launches (I think).
But we'd be able to tell for sure from the Outlook Addin log file (if you enable maximum logging too, that'd be super)