VALKYRIE.DLL crashes outlook 2007 tried several fixes

[jroe]

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?

[JesusWept3]

What version of the client?
Can you post the Event ID 1000 from the application log?

[jroe]

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                     ..      
 

[jroe]

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                     ..      
 

[jroe]

I updated the missing windows updates. Same issues.

[JesusWept3]

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?
 

[JesusWept3]

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.

[jroe]

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.

[JesusWept3]

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

[jroe]

yikes i'll give that a shot. if you have other ideas though please share.

[jroe]

The permissions look similar accross pcs.

[JesusWept3]

What about those that work? The issue is that we don't know what the previous poster found and it could be individual permissions on a particular file that have changed as opposed to the top level folder It would also be interesting to find out whether maybe it's the same software installed too as the other user

[jroe]

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. 

[jroe]

What did not fix it:

1. Installed missing updates
2. Installed sp3 (the user is back to sp2 which is our standard working for other users)
3. Fixmapi command
4. Resetevclient.exe C:\Program Files (x86)\Enterprise Vault\EVClient
5. Repair of office
6. Clearing cache files
7. Repairing IE settings
8. Reinstalled the plugin
9. Ran scanost.exe

[JesusWept3]

Your best bet is to call support and get some memory dumps and a procmon log as well

[jroe]

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. "

[jroe]

Ok 2nd user: removed pst file and it stopped crashing.

[Rob_Wilcox1]

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?

[jroe]

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.

[Rob_Wilcox1]

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)