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Internet Explorer has stopped working (after opening a URL from an Outlook email message)
Technical Articles ID:  KB72570
Last Modified:  03/14/2012
Rated:


Environment

McAfee SiteAdvisor Enterprise Plus 3.0 Patch 3 (Build 3.0.0.638.4)
Microsoft Outlook 2010 32-bit (Build 14.0.5128.5000)
Internet Explorer 8.0 (Build 8.0.7600.16385)

 

Problem 1

Internet Explorer (IE) stops responding if you click a URL link in an Outlook email message. You see the following error:

Internet Explorer has stopped working

Problem Details:
Problem Event Name BEX
Application Name: iexplorer.exe
Fault Module Name: MSVCR80.dll
Fault Module Version: 8.0.5.0727.4927
 
This is reported on clients that have SiteAdvisor Plus 3.0 Patch 3 installed.

Problem 2

Windows Application Event log records the following error details:

Type:
ERROR 
Event ID:
1000
Source:
Application Error
Category 
Application Crashing Events
Description Faulting application name: iexplore.exe. version: 8.0.7600.16800. time stamp: 0x4db1bf6e  Faulting module name: MSVCR80.dll. version: 8.0.50727.4927. time stamp: 0x4a2752ff  Exception code: 0xc000000d  Fault offset: 0x00011535  Faulting process id: 0x19d4  Faulting application start time: 0xiexplore.exe0  Faulting application path: iexplore.exe1  Faulting module path: iexplore.exe2  Report Id: iexplore.exe3 


Windows Application Event log records the following error details:

Type:
ERROR
Event ID:
1000
Source:
Application Error
Category 
Application Crashing Events
Description Faulting application name: OUTLOOK.EXE. version: 14.0.4760.1000. time stamp: 0x4ba8fefd  Faulting module name: MSVCR90.dll. version: 9.0.30729.4926. time stamp: 0x4a1743c1  Exception code: 0xc0000005  Fault offset: 0x0003ab1a  Faulting process id: 0x1168  Faulting application start time: 0xOUTLOOK.EXE0  Faulting application path: OUTLOOK.EXE1  Faulting module path: OUTLOOK.EXE2  Report Id: OUTLOOK.EXE3 

Solution 1

Modified scripts for SiteAdvisor Enterprise (SAE) Plus 3.0 are now posted to sadownload.mcafee.com. SAE will download the new scripts automatically.

If the updated scripts do not resolve the issue, a SAE 3.0 Patch 3.0 Hotfix HF679348 is available to resolve this issue. Contact McAfee Technical Support and reference this article number to have a case created and escalated.

Hotfixes are created to address specific issues and are not posted publicly, but are available by contacting McAfee Technical Support.

IMPORTANT: The following files are required before a Support Case can be escalated:
  • Minimum Escalation Requirements (MER) files for your specific product. For information on downloading the MERs for each McAfee product, see KB59385.
  • Other files/logs as requested by Technical Support.

For contact details:

Alternatively
:
Log in to the ServicePortal at https://support.mcafee.com:
  • If you are a registered user, type your User Id and Password, and click OK.
  • If you are not a registered user, click Register and complete the required fields. Your password and login instructions will be emailed to you.

Solution 2

This issue is resolved in SiteAdvisor Enterprise 3.5.

McAfee product software, upgrades, maintenance releases, and documentation are available from the McAfee Downloads site at: http://www.mcafee.com/us/downloads/downloads.aspx.

NOTE:
 You will need a valid Grant Number for access. KB56057 provides additional information about the McAfee Downloads site, as well as alternate locations for some products.

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