Clients may experience crashes of SearchProtocolHost.exe

Article:TECH169660  |  Created: 2011-09-15  |  Updated: 2014-09-03  |  Article URL http://www.symantec.com/docs/TECH169660
Article Type
Technical Solution


Issue



In certain situations end-users may experience repeated crashes of SearchProtocolHost.exe following the installation of Microsoft Office 2010 Service Pack 1.  In addition it may also be experienced if users are running the Microsoft Outlook 2010 Cumulative Updated released on July 11th (available at http://support.microsoft.com/kb/2544027)

 


Error



One of the more frequent causes of the crash is when an end user attempts to rebuild the Microsoft WDS Index on Windows 7.  Other situations may exist that result in the crash.  In addition the following event will be logged to the application event log on the client machine :

Log Name:      Application
Source:        Application Error
Date:          24/08/2011 10:54:21
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      win7-test-PC.EV.Local
Description:
Faulting application name: SearchProtocolHost.exe, version: 7.0.7600.16385, time stamp: 0x4a5bcdd0
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x00000000
Faulting process id: 0xbd4
Faulting application start time: 0x01cc6243cb0baeda
Faulting application path: C:\Windows\sysWow64\SearchProtocolHost.exe
Faulting module path: unknown
Report Id: 09c0a97a-ce37-11e0-b7fa-000c29919593
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2011-08-24T09:54:21.000000000Z" />
    <EventRecordID>6462</EventRecordID>
    <Channel>Application</Channel>
    <Computer>win7-test-PC.EV.Local</Computer>
    <Security />
  </System>
  <EventData>
    <Data>SearchProtocolHost.exe</Data>
    <Data>7.0.7600.16385</Data>
    <Data>4a5bcdd0</Data>
    <Data>unknown</Data>
    <Data>0.0.0.0</Data>
    <Data>00000000</Data>
    <Data>c0000005</Data>
    <Data>00000000</Data>
    <Data>bd4</Data>
    <Data>01cc6243cb0baeda</Data>
    <Data>C:\Windows\sysWow64\SearchProtocolHost.exe</Data>
    <Data>unknown</Data>
    <Data>09c0a97a-ce37-11e0-b7fa-000c29919593</Data>
  </EventData>
</Event>


Cause



A change has occurred in the way that Microsoft Outlook loads the MSPST32.DLL (which is the PST Provider).  This has had an unexpected side effect with the Enterprise Vault Outlook Addin.

 


Workaround:

The following can be performed on the end-user workstation in order to resolve the problem:

1.  Open the System Properties

2.  Click on Environment variable

3.  Edit the System PATH environment variable, and add to the end of it the path to the Office 14 folder, as shown below:

Figure 1

 

The default entry to add will be either :-

C:\Program Files (x86)\Microsoft Office\Office14, if using 32 bit Microsoft Office, or

C:\Program Files\Microsoft Office\Office14, if using 64 bit Microsoft Office.

4.  The system will need to be restarted following the change.


Solution



This issue has been addressed as part of the following release:


Enterprise Vault 9.0.3 - Release Details
http://www.symantec.com/docs/TECH147782

Enterprise Vault 10.0.1 - Release Details
http://www.symantec.com/docs/TECH147787


Supplemental Materials

SourceETrack
Value2481056
Description

Clients may experience crashes of SearchProtocolHost.exe



Article URL http://www.symantec.com/docs/TECH169660


Terms of use for this information are found in Legal Notices