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

Article:TECH183414  |  Created: 2012-03-09  |  Updated: 2012-04-20  |  Article URL
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Article Type
Technical Solution



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.



  • 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
Faulting application name: mmc.exe, version: 6.1.7600.16385, time stamp: 0x4a5bc3f1
Faulting module name: ace.dll, version:, 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.



  • IE 9 installed


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:



Symantec is aware of this issue.


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.




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