Outlook 2002 crashing - faulting module msmapi32.dll

[Ken Cuvelier]

Windows XP SP2 system connected to SBS2003 domain (Exchange Server 2003
SP1 applied), Office 2002 SP3 and all critical updates applied.
Specific user on this machine cannot open emails with attachments of any
kind, nor recurring calendar appointments, nor Help -> About Microsoft
Outlook without causing a serious error requiring restart. In every
instance of this application error, the following is logged in
Application events:

Faulting application outlook.exe, version 10.0.6626.0, faulting module
msmapi32.dll, version 10.0.6515.0, fault address 0x000069d8.

Using a different user on the same machine (different mailbox, of
course), Outlook works flawlessly for the same tasks. Have removed old
profiles, removed frmcache.dat for affected user, disabled realtime
virus protection (Norton AV Corp 7.60), removed/reinstalled Office XP as
well as Outlook component, all to no avail.

This particular user has installed several programs in the past that
added add-ins to Outlook - all those programs have been uninstalled as
well. The only third-party program conceivably at issue is PGP Desktop
Version 9.0.1.2185 which was recently upgraded, but has not been
reported on any of the restarts as a trouble add-in.

Does anyone have a suggestion on getting this resolved?

Regards,
Ken

 

[Milly Staples [MVP - Outlook]]

Close Outlook - rename all mapi files you find. Then run fixmapi.exe - it
sounds like one of the add-ins put its own version of mapi in.

In the future, consider locking down users - after all, this is not their
home machine, but a tool provided by the employer. Tell the user to use
what is provided and stop trying to turn it into a home machine - it is not.

--
Milly Staples [MVP - Outlook]

Post all replies to the group to keep the discussion intact. Due to
the (insert latest virus name here) virus, all mail sent to my personal
account will be deleted without reading.

After furious head scratching, Ken Cuvelier asked:

| Windows XP SP2 system connected to SBS2003 domain (Exchange Server
| 2003 SP1 applied), Office 2002 SP3 and all critical updates applied.
| Specific user on this machine cannot open emails with attachments of
| any kind, nor recurring calendar appointments, nor Help -> About
| Microsoft Outlook without causing a serious error requiring restart.
| In every instance of this application error, the following is logged
| in Application events:
|
| Faulting application outlook.exe, version 10.0.6626.0, faulting module
| msmapi32.dll, version 10.0.6515.0, fault address 0x000069d8.
|
| Using a different user on the same machine (different mailbox, of
| course), Outlook works flawlessly for the same tasks. Have removed
| old profiles, removed frmcache.dat for affected user, disabled
| realtime virus protection (Norton AV Corp 7.60), removed/reinstalled
| Office XP as well as Outlook component, all to no avail.
|
| This particular user has installed several programs in the past that
| added add-ins to Outlook - all those programs have been uninstalled as
| well. The only third-party program conceivably at issue is PGP
| Desktop Version 9.0.1.2185 which was recently upgraded, but has not
| been reported on any of the restarts as a trouble add-in.
|
| Does anyone have a suggestion on getting this resolved?
|
| Regards,
| Ken

 

[Ken Cuvelier]

Hi Milly,

Thanks for the reply. After searching for all instances of *mapi* on
the machine and thinking about how things came to be broken, we decided
to uninstall PGP Desktop. This resulted in an immediate improvement
(i.e. no more restarts trying to open Help -> About..., messages with
attachments, etc.).

Would love to lock down the user, but in this particular situation
company management has decided to use the additional software despite
the potential for conflicts.

Regards,
Ken