Crash Client 8.5.1 repeatedly

hcl-bot · November 24, 2009, 2:29am

Sometimes the Lotus Notes client of one of our users crashes, “Application error”.It happens in when the following conditions are true:

Preview pane is open

It appears to happen when entering or leaving some internet email messages. It happens always with the same messages

I get the same issue when opening his mailfile from an administrator client on another machine.

Yesterday the user told me his client was crashed while he was not doing anything with Lotus Notes.

The problem began after upgrade his 7.0.3 client to 8.5.1

After the first crash I removed the client from his computer and performed a new, fresh setup. The client 8.5.1 is the standard client but started as basic (added -sa in the shortcut).

The problem was not solved.

Then I did fixup and updall on his mailfile, but the crashes still occur.

The design of the mailfile is dwa7

I have NSD-files from every crash.

I add a part of the NSD-file with the first fatal thread.

It seems that the first Fatal thread is the same for the crashes.

First Fatal Thread from NSD:

############################################################

FATAL THREAD 1/19 [ NLNOTES: 18a4: 1a7c]

FP=0x00177b28, PC=0x6309ead9, SP=0x00177af4

stkbase=00180000, total stksize=237568, used stksize=34060

EAX=0x00000000, EBX=0x07bed018, ECX=0x07cf705c, EDX=0x00000000

ESI=0x07cf7018, EDI=0x07cf705c, CS=0x00000023, SS=0x0000002b

DS=0x0000002b, ES=0x0000002b, FS=0x00000053, GS=0x0000002b Flags=0x00010246

Exception code: c0000005 (ACCESS_VIOLATION)

############################################################

@[ 1] 0x6309ead9 nnotesws.CNEMToolbar::OnSelMgrChange+89 (8672018,7bed018,7d95418,0)

@[ 2] 0x6309f46f nnotesws.CNEMToolbarMgr::OnSelMgrChange+143 (2,0,0,2)

@[ 3] 0x6317d65e nnotesws.NEMToolbarUpdateUI@4+190 (7d95418)

@[ 4] 0x6317d720 nnotesws.SmartSTStatusChange@4+64 (1)

@[ 5] 0x6355a2e0 nnotesws.DeskIMLogin@4+1472 (2)

@[ 6] 0x6355aa63 nnotesws.AttemptIMLogonCallback@12+19 (1,0,178e90)

@[ 7] 0x6355b4da nnotesws.DeskExecInMainThread@12+26 (6355aa50,178e90,0)

@[ 8] 0x63556739 nnotesws.ReLoginToSametime+41 (2,3dfd00,86a6018)

@[ 9] 0x62664e9d nstclientu.STCGetUserStateList@16+669 (3dfd00,43b8906,869b898,5)

@[10] 0x63565fac nnotesws.DeskIMGetUserStateList@16+76 (3dfd00,43b8906,869b898,5)

@[11] 0x6397abc0 nnotesws.@DocRefreshSTStatus@16+432 (0,0,3304be,86a6018)

@[12] 0x6304f6f3 nnotesws.@DocWindowsMessage@24+19187 (0,0,1793cc,1793c0,0,0)

@[13] 0x63049bee nnotesws.DocRichTextWndProc@16+238 (86a6018,849,0,0)

[14] 0x75838817 USER32.GetWindowLongW+592 (63049b00,3304be,849,0)

[15] 0x7583898e USER32.GetWindowLongW+967 (0,63049b00,3304be,849)

[16] 0x7583c47c USER32.InvalidateRect+267 (63049b00,3304be,849,0)

[17] 0x7583c4a2 USER32.CallWindowProcW+27 (63049b00,3304be,849,0)

[18] 0x74e652cb COMCTL32.DPA_Clone+105 (3304be,849,0,0)

[19] 0x74e654d8 COMCTL32.DefSubclassProc+145 (1,3304be,849,0)

[20] 0x74e6548d COMCTL32.DefSubclassProc+70 (3304be,849,0,0)

[21] 0x74e81bbe COMCTL32.MakeDragList+9387 (3304be,849,0,0)

[22] 0x74e654d8 COMCTL32.DefSubclassProc+145 (1,3304be,849,0)

[23] 0x74e653cc COMCTL32.DPA_Clone+362 (3304be,849,0,0)

[24] 0x75838817 USER32.GetWindowLongW+592 (74e6538b,3304be,849,0)

[25] 0x7583898e USER32.GetWindowLongW+967 (0,74e6538b,3304be,849)

[26] 0x75838ab9 USER32.GetWindowLongW+1266 (74e6538b,0,17977c,630b8feb)

[27] 0x75838b10 USER32.DispatchMessageW+15 (179758,1,28001e,63020000)

@[28] 0x630b8feb nnotesws.NEMMainLoop@4+811 (4013a0)

@[29] 0x00401a2b NLNOTES.WinMain@16+1675 (630f7730,0,a0336e,1)

@[30] 0x00402651 NLNOTES.WinMainCRTStartup+389 (fffde000,17ffd4,7753d24d,fffde000)

[31] 0x75cdeccb kernel32.BaseThreadInitThunk+14 (fffde000,68c902dc,0,0)

[32] 0x7753d24d ntdll.RtlCreateUserProcess+140 (4024cc,fffde000,ffffffff,7755d68c)

[33] 0x7753d45f ntdll.RtlCreateProcessParameters+78 (4024cc,fffde000,0,78746341)

############################################################

PASS 2 : FATAL THREAD with STACK FRAMES 1/19 [ NLNOTES: 18a4: 1a7c]

FP=00177b28, PC=6309ead9, SP=00177af4

stkbase=00180000, total stksize=237568, used stksize=34060

Exception code: c0000005 (ACCESS_VIOLATION)

############################################################

First Fatal Thread from another crash:

############################################################

FATAL THREAD 1/21 [ NLNOTES: 13e8: 145c]

FP=0x00177b28, PC=0x6309ead9, SP=0x00177af4

stkbase=00180000, total stksize=237568, used stksize=34060

EAX=0x00000000, EBX=0x07bfd018, ECX=0x0935185c, EDX=0x00000000

ESI=0x09351818, EDI=0x0935185c, CS=0x00000023, SS=0x0000002b

DS=0x0000002b, ES=0x0000002b, FS=0x00000053, GS=0x0000002b Flags=0x00010246

Exception code: c0000005 (ACCESS_VIOLATION)

############################################################

@[ 1] 0x6309ead9 nnotesws.CNEMToolbar::OnSelMgrChange+89 (868c018,7bfd018,7da5418,0)

@[ 2] 0x6309f46f nnotesws.CNEMToolbarMgr::OnSelMgrChange+143 (2,0,0,2)

@[ 3] 0x6317d65e nnotesws.NEMToolbarUpdateUI@4+190 (7da5418)

@[ 4] 0x6317d720 nnotesws.SmartSTStatusChange@4+64 (1)

@[ 5] 0x6355a2e0 nnotesws.DeskIMLogin@4+1472 (2)

@[ 6] 0x6355aa63 nnotesws.AttemptIMLogonCallback@12+19 (1,0,178e90)

@[ 7] 0x6355b4da nnotesws.DeskExecInMainThread@12+26 (6355aa50,178e90,0)

@[ 8] 0x63556739 nnotesws.ReLoginToSametime+41 (2,a9fd00,7d07018)

@[ 9] 0x62664e9d nstclientu.STCGetUserStateList@16+669 (a9fd00,308ae34,7d1e9d8,5)

@[10] 0x63565fac nnotesws.DeskIMGetUserStateList@16+76 (a9fd00,308ae34,7d1e9d8,5)

@[11] 0x6397abc0 nnotesws.@DocRefreshSTStatus@16+432 (0,0,f0108,7d07018)

@[12] 0x6304f6f3 nnotesws.@DocWindowsMessage@24+19187 (0,0,1793cc,1793c0,0,0)

@[13] 0x63049bee nnotesws.DocRichTextWndProc@16+238 (7d07018,849,0,0)

[14] 0x75838817 USER32.GetWindowLongW+592 (63049b00,f0108,849,0)

[15] 0x7583898e USER32.GetWindowLongW+967 (0,63049b00,f0108,849)

[16] 0x7583c47c USER32.InvalidateRect+267 (63049b00,f0108,849,0)

[17] 0x7583c4a2 USER32.CallWindowProcW+27 (63049b00,f0108,849,0)

[18] 0x74e652cb COMCTL32.DPA_Clone+105 (f0108,849,0,0)

[19] 0x74e654d8 COMCTL32.DefSubclassProc+145 (1,f0108,849,0)

[20] 0x74e6548d COMCTL32.DefSubclassProc+70 (f0108,849,0,0)

[21] 0x74e81bbe COMCTL32.MakeDragList+9387 (f0108,849,0,0)

[22] 0x74e654d8 COMCTL32.DefSubclassProc+145 (1,f0108,849,0)

[23] 0x74e653cc COMCTL32.DPA_Clone+362 (f0108,849,0,0)

[24] 0x75838817 USER32.GetWindowLongW+592 (74e6538b,f0108,849,0)

[25] 0x7583898e USER32.GetWindowLongW+967 (0,74e6538b,f0108,849)

[26] 0x75838ab9 USER32.GetWindowLongW+1266 (74e6538b,0,17977c,630b8feb)

[27] 0x75838b10 USER32.DispatchMessageW+15 (179758,1,2e0418,63020000)

@[28] 0x630b8feb nnotesws.NEMMainLoop@4+811 (4013a0)

@[29] 0x00401a2b NLNOTES.WinMain@16+1675 (630f7730,0,2f336e,1)

@[30] 0x00402651 NLNOTES.WinMainCRTStartup+389 (fffde000,17ffd4,7753d24d,fffde000)

[31] 0x75cdeccb kernel32.BaseThreadInitThunk+14 (fffde000,68ce4ebc,0,0)

[32] 0x7753d24d ntdll.RtlCreateUserProcess+140 (4024cc,fffde000,ffffffff,7755d68c)

[33] 0x7753d45f ntdll.RtlCreateProcessParameters+78 (4024cc,fffde000,0,78746341)

############################################################

PASS 2 : FATAL THREAD with STACK FRAMES 1/21 [ NLNOTES: 13e8: 145c]

FP=00177b28, PC=6309ead9, SP=00177af4

stkbase=00180000, total stksize=237568, used stksize=34060

Exception code: c0000005 (ACCESS_VIOLATION)

############################################################

hcl-bot · November 24, 2009, 5:01am

Subject: Similar situation happened

I have encountered issues like this as well.They all happened inside this ‘frame’ :

the location document was configured to replicate automatically at regular intervals - and when replication started it crashed

or

I was starting replication of a database in the background - crash

The first times I had to do a full re-install - great when you have 20 plus pages and hundresds of databases from scores of servers on your workspace…IBM could you add a 'Desktop import/Desktop export utility or publish how the desktop file is structured so we can do it ourselves ?

Nothing else was working.

Over time I found that the best way was to do the actions listed below, but each time it was a little bit different, and the order was not same.

get rid of cache.ndk
get rid of bookmarks
usually I coud keep desktop, but a few times was not able to
go to the replicator page and erase the replication entries

part of my work is to develop, so I have more than a hundered replicas from scores of servers.

I have the impression that there seems to come a point when my location document that stores all the replica ‘lines’ appearing in the replicator page gets corrupted and only fore-ground replication works.

Never found a real explanation/solution in the forums, but did find similar problems being described solutions of which I listed above.

Presently I always have a location document that is clean and from which I generate a ‘production’ location document.

The problem seems to have become less frequent from the moment I moved to 8 and then to 8.5 but it did happen.

Hopefully this gives you some directions to look into, if your users are in the same ‘frameset’. Feedback appreciated

cjost@trace.ch

www.trace.ch

hcl-bot · November 24, 2009, 5:09am

Subject: This was a new install

Because I did a fresh new setup of the Notes client, I also had new desktop. What about the replicator page? I did not configure any replication in the location document in this new client install.By-the-way:

when I open the user’s mailfile from an administrator client (on another machine) I get the ssame issue with his mailfile.

hcl-bot · November 24, 2009, 5:28am

Subject: Mail Quotas?

Does the client have a quota on his mailfile? We have had several crashes due to this as it is trying to save the sent mail copy. Removing the quota sorted it out

hcl-bot · November 24, 2009, 7:15am

Subject: No Quota

Mail Size has no limit, quota and warning set to 0 (zero), so unlimited. (The size of his mailfile is currently 3700 MByte).

hcl-bot · November 24, 2009, 8:22am

Subject: *long shot: antivirus?

hcl-bot · November 24, 2009, 9:50am

Subject: McAfee

Yes, McAfee VirusScan Enterprise 8.7i, however without the email scan component (have central email antivirus on server).BUT: 85 computers, all with the same McAfee and the same Lotus Notes. Only one have problem.

KvH

hcl-bot · November 24, 2009, 12:01pm

Subject: Seems to have a lot of reference to Sametime

@[ 4] 0x6317d720 nnotesws.SmartSTStatusChange@4+64 (1)

@[ 5] 0x6355a2e0 nnotesws.DeskIMLogin@4+1472 (2)

@[ 6] 0x6355aa63 nnotesws.AttemptIMLogonCallback@12+19 (1,0,178e90)

@[ 7] 0x6355b4da nnotesws.DeskExecInMainThread@12+26 (6355aa50,178e90,0)

@[ 8] 0x63556739 nnotesws.ReLoginToSametime+41 (2,3dfd00,86a6018)

@[ 9] 0x62664e9d nstclientu.STCGetUserStateList@16+669 (3dfd00,43b8906,869b898,5)

@[10] 0x63565fac nnotesws.DeskIMGetUserStateList@16+76 (3dfd00,43b8906,869b898,5)

@[11] 0x6397abc0 nnotesws.@DocRefreshSTStatus@16+432 (0,0,3304be,86a6018)

JYR

hcl-bot · November 25, 2009, 2:18am

Subject: Sametime?

I already noticed this but did not pay any attention to this because we dod not have a sametime server running, so I disabled the sametime component during the client setup.

KvH

hcl-bot · November 25, 2009, 3:02pm

Subject: McAfee Integration

We’ve seen issues with McAfee, even though the e-mail scanning component in the Virusscan Console is noted as “Disabled.” Make sure that the McAfee Integration with Notes is truly disabled. If it’s running, you will typically see a section under the Actions menu in Notes with entries regarding “Scan this database,” etc.

Make sure the following notes.ini parameters are removed:

AddInMenus=NCMenu

EXTMGR_ADDINS=NCExtMgr

There may be relevant items in those parameters, such as Adobe Acrobat, but you don’t want any “NC” items.

Even if the entries were initially removed, they tend to slip back in when you apply McAfee patches.

Here’s a technote regarding the McAfee parameters:

http://www-01.ibm.com/support/docview.wss?rs=0&uid=swg21180665

hcl-bot · December 15, 2009, 11:36pm

Subject: Any solution to this?

Has anyone find a solution for this issue? I have a few of my users having this symptom.

Regards,

Sidi

hcl-bot · December 17, 2009, 4:32am

Subject: It seems to be solved

The user of which the Notes client frequently crashed has now worked with his notes client without trouble, while before his client crashed several times a day.

The last change was upgrading his mailfile by replacing the design to 8.5.1. template, which was not done yet. Normally this should not be a problem (Server 8.5.1, Client 8.5.1., mailfile version 7.0.3) but after replacing the design of his mailfile the problems seemed solved.

Koos van Harmelen