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Lotus Notes stops responding when opening email after upgrading to VirusScan Enterprise 8.8 Patch 1
Technical Articles ID:   KB73134
Last Modified:  11/28/2016
Rated:


Environment

McAfee VirusScan Enterprise (VSE) 8.8 Patch 1
IBM Lotus Notes 8.x and later

Problem

Notes.exe might stop responding if you open email with the Lotus Notes Scanner feature enabled.

You see this issue after upgrading to VSE 8.8 Patch 1.

The following will be recorded in the crash dump file:

############################################################
### FATAL THREAD 1/21 [ nlnotes:  1734:  1738]
### FP=0x00126ab8, PC=0x68118a12, SP=0x00126aa0
### stkbase=00130000, total stksize=241664, used stksize=38240
### EAX=0x05ddaed8, EBX=0x7758c3b0, ECX=0xb4e61a63, EDX=0x00000000
### ESI=0x05dd4350, EDI=0x05dd6000, CS=0x0000001b, SS=0x00000023
### DS=0x00000023, ES=0x00000023, FS=0x0000003b, GS=0x00000000 Flags=0x00010297
Exception code: c0000005 (ACCESS_VIOLATION)
############################################################
 [ 1] 0x68118a12 AcXtrnal (5dd1b50,2820,0,0)
 [ 2] 0x6811a188 AcXtrnal (4da0000,60,2820,126b38)
 [ 3] 0x7758c3d4 kernel32.HeapFree+20 (4da0000,0,5dd1b50,0)
 [ 4] 0x159e00ca NCExtMgr.MainEntryPoint+62618 (5dd1b50,6,4e54b60,159d8a5d)

############################################################
### PASS 2 : FATAL THREAD with STACK FRAMES 1/21 [ nlnotes:  1734:  1738]
### FP=00126ab8, PC=68118a12, SP=00126aa0
### stkbase=00130000, total stksize=241664, used stksize=38240
Exception code: c0000005 (ACCESS_VIOLATION)

Cause

Lotus Notes 8.x and later has introduced some multi-threading not supported by the current (VSE) Lotus Notes Scanner. The Lotus Notes Scanner feature does not handle multiple requests for scanning the same Notes object appropriately. This might lead to invalid or illegal use of handles, which in turn causes the application to stop responding.

Solution

This issue is resolved in VSE 8.8 Patch 2. Patches are cumulative; it is best practice to install the latest one.

VSE 8.8 Update 11 is the latest update available from the Downloads tab on the ServicePortal at https://support.mcafee.com/downloads.

NOTE: VSE 8.8 Update 11 supports all supported Windows operating systems.


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

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

Workaround

Remove the following NC entries from the indicated lines of the NOTES.INI file:

AddInMenus=NCMenu
EXTMGR_ADDINS=NCExtMgr 

NOTES:
  • Other names can exist on the indicated lines. However, remove only those shown in bold.
  • If you make these changes, it completely unhooks the Notes Scanner feature from Lotus Notes. If you disable the feature through a policy or the user interface, it leaves these hooks in place.

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