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Outlook client crash when opening HTML mail

Posted on 2008-10-16
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Last Modified: 2012-05-05
My customer is using a Windows XP SP3 machine with Office 2003 SP3. Everything works fine but since last week the outlook client crashes when he opens a HTML mail.

I tried the following.
1. Reset the Outlook toolbar template. With Outlook close, do a search for and rename outcmd.dat file. Restart Outlook.

Outcmd.dat is located in C:\Documents and Settings\<user>\Application Data\Microsoft\Outlook folder. It is a hidden file, so you have to unhide hidden files. Go to any folder and select Tools > Folders Options > View. Check "Show hidden files and folders". Click OK.

2. Register an important Outlook file. Go to Start > Run and type regsvr32 OLE32.DLL
Do the same for INETCOMM.DLL

3. Disable Outlook Addins.  Go to Tools > Options > Other > Advanced Options > Addin Manager or COMM/Addins and disable the addins.

4. Check if an external program running in the background is interfering with Outlook. Check Firewall, antivirus, antispyware, antispam, and all Norton programs. Disable these programs one at a time.

5. Create a new Outlook profile.
http://www.outlook-tips.net/howto/profile.htm

6. Repair Outlook. With Outlook open, go to Help > Detect and Repair.

Event log

Type gebeurtenis:      Fout
Bron van gebeurtenis:      Microsoft Office 11
Categorie van gebeurtenis:      Geen
Gebeurtenis-ID:      1000
Datum:            16-10-2008
Tijd:            13:12:26
Gebruiker:            n.v.t.
Computer:      FPWR-XP03
Beschrijving:
Faulting application outlook.exe, version 11.0.8217.0, stamp 480f95d9, faulting module entapi.dll, version 8.0.0.240, stamp 41075290, debug? 0, fault address 0x0000368a.


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 31 00 2e 00    .1.1...
0048: 30 00 2e 00 38 00 32 00   0...8.2.
0050: 31 00 37 00 2e 00 30 00   1.7...0.
0058: 20 00 34 00 38 00 30 00    .4.8.0.
0060: 66 00 39 00 35 00 64 00   f.9.5.d.
0068: 39 00 20 00 69 00 6e 00   9. .i.n.
0070: 20 00 65 00 6e 00 74 00    .e.n.t.
0078: 61 00 70 00 69 00 2e 00   a.p.i...
0080: 64 00 6c 00 6c 00 20 00   d.l.l. .
0088: 38 00 2e 00 30 00 2e 00   8...0...
0090: 30 00 2e 00 32 00 34 00   0...2.4.
0098: 30 00 20 00 34 00 31 00   0. .4.1.
00a0: 30 00 37 00 35 00 32 00   0.7.5.2.
00a8: 39 00 30 00 20 00 66 00   9.0. .f.
00b0: 44 00 65 00 62 00 75 00   D.e.b.u.
00b8: 67 00 20 00 30 00 20 00   g. .0. .
00c0: 61 00 74 00 20 00 6f 00   a.t. .o.
00c8: 66 00 66 00 73 00 65 00   f.f.s.e.
00d0: 74 00 20 00 30 00 30 00   t. .0.0.
00d8: 30 00 30 00 33 00 36 00   0.0.3.6.
00e0: 38 00 61 00 0d 00 0a 00   8.a.....

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Question by:dynamation
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4 Comments
 
LVL 6

Expert Comment

by:mirzas
ID: 22729656
Which version of internet explorer does he use?

Install a new version of internet explorer.
0
 
LVL 1

Author Comment

by:dynamation
ID: 22729704
Client uses the latest Internet Explorer 7. All updates have been uses. Our client also uses 15 the same HP systems. There are no strange plugins installed on internet explorer.
0
 
LVL 6

Expert Comment

by:mirzas
ID: 22729735
Does this happen when you try to send an e-mail?

Does it send e-mails in HTML format?

Does outlook use Word as it's default editor?

Try switching to RTF
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LVL 1

Accepted Solution

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dynamation earned 0 total points
ID: 22729991
Problem solved.

I deinstalled mcaffee entrprise client 8.0i and then I could open the HTML mails again. Then I reinstalled mcaffee 8.0i client without the outlook plugin. And it still works. Strange thing is that other clients with the plugin don't have this problem with the same email.

I also tried a reinstall with the mcaffee enterprise client with plugin and problem came back. Plugin settings are all the same on the network. Next visit we will update the mcaffee programs and see if the problem will be away with the plugin.

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