Error "The exception of unknown software exception (0x40000015) occurred in the application at location 0x6b1a20e8. Click Ok to terminate the program"

Article:TECH91297  |  Created: 2008-01-09  |  Updated: 2009-01-10  |  Article URL http://www.symantec.com/docs/TECH91297
Article Type
Technical Solution

Product(s)

Environment

Issue



When opening the quarantine from the Symantec Endpoint Protection Client interface it generates the error:

Symantec Endpoint Protection: SymCorpUI.exe - Application Error
The exception of unknown software exception (0x40000015) occurred in the application at location 0x6b1a20e8. Click Ok to terminate the program

Symptoms
Unable to open the quarantine interface.

A large number of files are located in the quarantine directory


Cause



The system has quarantined a large number of files in the following location: C:\Documents and Settings\All Users\Application Data\Symantec\Symantec Endpoint Protection\Quarantine

Solution



A large number of quarantined files could indicate that an unknown threat is downloading known threats to the system. To confirm that there is not an undetected threat check for suspicious files in the Load Point Diagnostic Utility report.

For information on how to obtain and use the Load Point Diagnostic Utility please refer to the following document:
Using the Load Point Diagnostic Utility
http://service1.symantec.com/support/ent-security.nsf/docid/2008053012231648?Open&seg=ent

  1. Submit any suspicious files found from step 1.

    Submit the files to Symantec at:
    https://submit.symantec.com/websubmit/gold.cgi

    If you are certain the file is malicious manually add the suspected file into the Endpoint Protection client quarantine (rendering it inoperable) by clicking Add... in the View Quarantine interface.

    The file can be submitted directly from the quarantine using the steps in the following document:
    How to submit file(s) from quarantine using the new user interface within Symantec Endpoint Protection 11.0

    http://service1.symantec.com/support/ent-security.nsf/docid/2007031308253048

  2. Delete all files from the folder:
    C:\Documents and Settings\All Users\Application Data\Symantec\Symantec Endpoint Protection\Quarantine

  3. Try to open the quarantine through the Endpoint Protection Client interface. It should open without error.






Legacy ID



2008120909155048


Article URL http://www.symantec.com/docs/TECH91297


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