IM Manager MMC SnapIn Crashes when Internet Explorer (IE) 9 installed

Article:TECH183414

Created: 2012-03-09

Updated: 2012-04-20

Article URL http://www.symantec.com/docs/TECH183414

NOTE: If you are experiencing this particular known issue, we recommend that you to receive email notification each time this article is updated. Subscribers will be the first to learn about any releases, status changes, workarounds or decisions made.

Article Type
Technical Solution

Product(s)

Show all

Languages

Show all

Problem

From the Start menu select Start|All Program|Symantec IM Manager|IM Manager MMC Snap-in. Right click on IM Manager in the tree and select Properties. At this point a dialog box titled Snapin Error is shown with the following message:

MMC has detected an error in a snap-in. It is recommended that you shut down and restart MMC.

The IM Manager snap-in properties are not displayed.

Error

The Windows Application Event log contains the following error event:

Log Name:      Application
Source:        Application Error
Date:          2/9/2012 7:09:44 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      HUME.spinoza.com
Description:
Faulting application name: mmc.exe, version: 6.1.7600.16385, time stamp: 0x4a5bc3f1
Faulting module name: ace.dll, version: 5.4.0.0, time stamp: 0x4f33a35d
Exception code: 0xc0000005
Fault offset: 0x0005feb6
Faulting process id: 0x39dc
Faulting application start time: 0x01cce723b11c6c5f
Faulting application path: C:\Windows\SysWOW64\mmc.exe
Faulting module path: C:\Program Files (x86)\Symantec\IMManager\IMLinkage\bin\ace.dll
Report Id: f343c353-5316-11e1-907a-005056b363d3

NOTE the following about the event information:

Exception code is always 0xc0000005.
Faulting application path is always C:\Windows\SysWOW64\mmc.exe.
Faulting module path is always C:\Program Files (x86)\Symantec\IMManager\IMLinkage\bin\ace.dll.

The other values may be different depending on the machine.

Environment

IE 9 installed

Cause

The IM Manager MMC Snap-In uses the library IEShims.dll. IE 9 installs one of these versions which are not compatible with IM Manager:

C:\Windows\winsxs\x86_microsoft-windows-ie-ieshims_31bf3856ad364e35_9.4.8112.16441_none_5ff732dbb48f8c2a\IEShims.dll

Solution

Symantec is aware of this issue.

Workaround

Install a prior version of IE.

Use the following steps to ensure IE 9 is not installed by Windows Update:

1. Open computer Control Panel.
2. Click on Windows Update.
3. Click on the hyperlink for the "important updates".
4. If IE 9 appears, uncheck it then right click and select Hide Update. Click the OK button to close the window.

Supplemental Materials

Source	ETrack
Value	2630260