Error in Outlook 2003

[joe43wv]

My boss keeps getting an error in her Outlook 2003. She says it'll lock up on her, then once it releases, she receives the following error message:

I went to Event Viewer and found this:

Any thoughts on what could be causing it?

Edited October 28, 2008 by joe43wv

[cluberti]

Not sure - usually COM add-ins or corrupt registration on .dlls are the culprit, but anything is possible. Would it be possible to gather a dump of outlook.exe hanging as such, and post the .dmp file somewhere we can grab it?

[joe43wv]

Okay I downloaded the newest ver. and ran it. Attached are the results.

Hang_Mode__Date_10_29_2008__Time_10_04_25AM.zip

[cluberti]

According to the script, outlook wasn't running when you ran the command:

The following requested processes are not executing:

OUTLOOK.EXE;

Get the error on screen, then run the command.

[joe43wv]

Okay I'll try that. I'll let my boss know and update when I have new info.

[Access Denied]

If you have the media it was installed from, do a "Detect and Repair" from the help menu. I used to use that in 2003, but its gone in 2007.

[joe43wv]

Her system did it again this morning. I ran that test again. I tried zipping the file but the zip is 75MB zipped thanks to the .dmp file. Do you all need the .dmp file or not? If not I won't include it and upload the rest.

[cluberti]

Considering the .dmp file is the file containing most of the data I need, yes .

[joe43wv]

Any suggestions on how to get it online where it can be downloaded since it's so large?

[cluberti]

There are lots of filehosting companies, some free.

[joe43wv]

Here's the output. I found a site online to host the BIG file. I'll post the link to it as soon as the upload is complete. In the mean time here's the other file.

Hang_Mode__Date_10_30_2008__Time_10_48_10AM.zip

[joe43wv]

Here's the link for the BIG file.

http://rapidshare.com/files/159069075/PID-...4_0b08.dmp.html

[cluberti]

In looking at the dump file, it looks like Outlook has a hung RPC thread talking to an out-of-process COM server. Since this is HTML email, I'd say it's actually more likely that the problem exists in Word (or a Word add-on) than inside Outlook itself, although the error manifests itself in Outlook when using Word as the HTML editor. It *could* be the Mcafee hooks into Outlook (it is loading itself in most threads as a pass-through driver), but I don't see any direct evidence of this.

0:017> ~16kb
ChildEBP RetAddr  Args to Child			  
0626fea8 7c90e31b 7c80a746 0000006c 0626ff00 ntdll!KiFastSystemCallRet
0626feac 7c80a746 0000006c 0626ff00 0626fef0 ntdll!NtRemoveIoCompletion+0xc
0626fed8 77e770d8 0000006c 0626ff10 0626ff00 kernel32!GetQueuedCompletionStatus+0x29
0626ff14 77e7721c 00007530 0626ff6c 0626ff70 rpcrt4!COMMON_ProcessCalls+0xa1
0626ff80 77e772a4 0626ffa8 77e76a4d 001586d8 rpcrt4!LOADABLE_TRANSPORT::ProcessIOEvents+0xef
0626ff88 77e76a4d 001586d8 0015fc58 0191fc80 rpcrt4!ProcessIOEventsWrapper+0xd
0626ffa8 77e76c13 00157ed8 0626ffec 7c80b683 rpcrt4!BaseCachedThreadRoutine+0x79
0626ffb4 7c80b683 001bd8b0 0015fc58 0191fc80 rpcrt4!ThreadStartRoutine+0x1a
0626ffec 00000000 77e76bf9 001bd8b0 00000000 kernel32!BaseThreadStart+0x37

0:016> !dx CACHED_THREAD 00157ed8
   +0x000 Next			 : 0x00158020 CACHED_THREAD
   +0x004 Previous		 : 0xffffffff CACHED_THREAD
   +0x008 Procedure		: (null)
   +0x00c Parameter		: (null)
   +0x010 OwningRpcServer  : (null)
   +0x014 WorkAvailableFlag : 0 ( WorkIsNotAvailable )
   +0x018 WaitForWorkEvent : TIMER

0:016> !dx THREAD 001bd8b0
   =77e70000 CallDestroyedWithOutstandingLocks : 0x905a4d
   =77e70000 CallCancelled	: 0x905a4d
   =77e70000 Yielded		  : 0x905a4d
   +0x000 fAsync		   : 0
   +0x004 CancelTimeout	: -1
   +0x008 HandleToThread   : 0x00000b3c
   +0x00c ThreadEvent	  : EVENT
   +0x010 Context		  : (null)
   +0x014 SecurityContext  : (null)
   +0x018 BufferCache	  : [4] BCACHE_STATE
   +0x038 ExtendedStatus   : 0
   +0x03c DebugCellTag	 : 0
   +0x040 DebugCell		: (null)
   +0x044 SavedProcedure   : 0x77e769fa int rpcrt4!BaseCachedThreadRoutine+0
   +0x048 SavedParameter   : 0x001c88c0
   +0x04c ActiveCall	   : (null)
   +0x050 ThreadEEInfo	 : (null)
   +0x054 NDRSlot		  : (null)
   +0x058 NDRSlot2		 : (null)
   +0x05c CachedLrpcCall   : (null)
   +0x060 Flags			: CompositeFlags
   +0x064 LastSuccessfullyDestroyedContext : (null)
   +0x068 CachedWaiterPtr  : (null)
   +0x06c CachedWaiter	 : SWMRWaiter
   +0x07c CachedEEInfoBlock : (null)
   +0x080 ParametersOfCachedEEInfo : 0

Handle 00000b3c
  Type		 	Thread
  Attributes   	0
  GrantedAccess	0x1f03ff:
		 Delete,ReadControl,WriteDac,WriteOwner,Synch
		 Terminate,Suspend,Alert,GetContext,SetContext,SetInfo,QueryInfo,SetToken,Impersonate,DirectImpersona
te
  HandleCount	  7
  PointerCount 	9
  Name		 	<none>

0:016> !dx 0x00158440 DLL
   +0x000 DllHandle		: (null)

0:016> !address 00158440
	00150000 : 00150000 - 00095000
					Type	 00020000 MEM_PRIVATE
					Protect  00000004 PAGE_READWRITE
					State	00001000 MEM_COMMIT
					Usage	RegionUsageHeap
					Handle   00150000

You might be better off disabling word as the Outlook default email editor, and see if that removes the problem. I'd say an uninstall of Microsoft Word and a reinstall is also a good thing at this point too.

[joe43wv]

I disabled Word as the default editor. I won't reinstall Word unless it does it again. Thanks cluberti.