Outlook 2010 hangs when loading the Enterprise Vault (EV) Add-In

Article:TECH198674  |  Created: 2012-10-21  |  Updated: 2013-10-09  |  Article URL http://www.symantec.com/docs/TECH198674
Article Type
Technical Solution

Product(s)

Issue



Intermittently Outlook 2010 hangs on the splash screen when loading the EV add-in.


Error



There is no error presented to the end user. The behavior is for the splash screen for Outlook to stay at the same point as shown below:

A memory dump of the Outlook.exe process, whilst it is in a hung state, reveals the following stack:

00 0038dd28 77008df4 000010c8 00000000 00000000 ntdll_76fd0000!NtWaitForSingleObject+0x15
01 0038dd8c 77008cd8 00000000 00000000 00000000 ntdll_76fd0000!RtlpWaitOnCriticalSection+0x13e
02 0038ddb4 73c246b2 73c33720 1fee97a3 0038dea4 ntdll_76fd0000!RtlEnterCriticalSection+0x150
03 0038de70 73c2647f 0038df04 00000000 0635c720 cryptsp!CryptAcquireContextA+0x40f
04 0038ded4 6b782aa8 0038df04 00000000 005fdf98 cryptsp!CryptAcquireContextW+0x97
WARNING: Stack unwind information not available. Following frames may be wrong.
05 0038dfb4 75292121 00000080 06ea0048 00000000 EVSecurityWrapper!CCryptoKey::DeriveKey+0x948
06 0038dfec 6b785a66 0637d9a8 007658c8 00000090 kernel32!RegCloseKey+0xd4
07 00765cd0 a57fe936 d753de73 2fc64ec9 1f101d96 EVSecurityWrapper!DllUnregisterServer+0x766

To gather a memory dump:

  • Open Task Maager.
  • Find the Outlook.exe process.
  • Right click on the Outlook.exe process and click on Create Dump File.

Note:- This scope of this article does not provide instructions on how to analyze the memory dump.


Environment



Windows 2008 R2 SP1 Terminal Services

Windows 7 Client (All versions)

Outlook 2010 (All versions)


Cause



Solution



This issue has been addressed in the following release:

Enterprise Vault 10.0.4 - Release Details

http://www.symantec.com/docs/DOC6317


Supplemental Materials

SourceETrack
Value2963867
Description

Outlook session hanging on startup on loading EV Add-In



Article URL http://www.symantec.com/docs/TECH198674


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