Troubleshooting a reproducible Notes 6.5.5 client crash

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Lotus Domino
Lotus Notes
Lotus Notes 6.5
Many thanks in advance for any info regarding this. I have a Notes 6.5.5 user who's client crashes whenever she attempts to paste info copied from a Notes email into a Word doc. The error message "An error has occurred in a Lotus Notes Application. Data about error is being collected" shows and then it closes Lotus Notes. I looked through the nsd log file to see if it points to anything specific, but I am quite unfamiliar with analyzing the data produced by the nsd log file. Here is a snip of the log file that points to failing process: ############################################################ ### FATAL THREAD 1/11 [ nlnotes: 364: 2008] ### FP=0x0013ead8, PC=0x445c3a43, SP=0x0013e958, stksize=384 ### EAX=0xfffffff9, EBX=0x00000000, ECX=0x4d55434f, EDX=0xfffffffa ### ESI=0x0429f87c, EDI=0x0013ed10, CS=0x0000001b, SS=0x00000023 ### DS=0x00000023, ES=0x00000023, FS=0x0000003b, GS=0x00000000 Flags=0x00010246 Exception code: c0000005 (ACCESS_VIOLATION) ############################################################ [ 1] 0x445c3a43 (13ed10,c0e0,0,600000) [ 2] 0x04e625b9 nXRTF (13ed10,8,0,0) - SYM FILE OUTDATED! @[ 3] 0x619c6ccc nnotesws.@DocRenderRTF@4+300 (77d4be27,c0e0,3c74420,3c74c3c) @[ 4] 0x619c671f nnotesws.@DocExportClipboard@4+271 (0,13f5d8,61183b08,50bc714) @[ 5] 0x61904ece nnotesws.CEditClipboard::RenderFormat+14 (50bc714,c0e0,13f640,61182df0) @[ 6] 0x61183b08 nnotesws._MainWndProc@16+3352 (80270,305,c0e0,0) @[ 7] 0x77d48734 USER32.GetDC+109 (61182df0,80270,305,c0e0) @[ 8] 0x77d48816 USER32.GetDC+335 (0,61182df0,80270,305) @[ 9] 0x77d4b4c0 USER32.DefWindowProcW+388 (858028,305,c0e0,0) @[10] 0x77d4b50c USER32.DefWindowProcW+464 (13f6f8,18,858028,305) @[11] 0x7c90eae3 ntdll.KiUserCallbackDispatcher+19 (13f7c0,0,0,0) @[12] 0x77d49402 USER32.PeekMessageW+359 (13f7c0,0,0,0) @[13] 0x61221a77 nnotesws._NEMMainLoop@4+151 (401000) @[14] 0x0040156d NLNOTES._WinMain@16+1389 (400000,0,152384,1) @[15] 0x00401dfa NLNOTES._WinMainCRTStartup+308 (12f0cc,7c90ee18,7ffdb000,8054a6ed) @[16] 0x7c816fd7 KERNEL32.RegisterWaitForInputIdle+721 (401cc6,0,78746341,20) >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> There is also 2 more passes that follow in the log file. Any ideas? Suggestions? I've already tried replacing the ID file to see if it was corrupt, but still no success. Thanks
ASKED: November 8, 2006  1:18 PM
UPDATED: October 27, 2009  3:37 PM

Answer Wiki

Thanks. We'll let you know when a new response is added.

I would suggest reinstalling the Client from scratch. Don’t simply reconfigure this one, get a new install. Save the user’s Address Book if needed (names.nsf) but don’t use it for the install — let a new one create and then add in the user’s data as needed. We’ve seen this and the usual cause appears to be Client corruption on the individual machine.

Hope this helps.

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  • LotusNotesDomino
    Thanks for the quick reponse. I agree I think reinstalling the Client sounds like the best bet.
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  • Brooklynegg
    All the files that can get corrupted on the individual machine can be rebuilt with little difficulty. Reinstalling from scratch is extrememly heavy handed and really not a good solution. To rebuild corruptible files: prepare for re-adding all needed database icons by creating a Notes document with database links to them. compact the workspace. compact the names.nsf database. compact the log.nsf database shut down Notes. find and delete cache.ndk. rename desktop6.ndk. rename bookmark.nsf. start Notes. the workspace will be re-built. Any lost database icons on the user workspace will have to be re-added. If they have local replicas, starting replication will find and automatically add icons for those. If you did the very first step, find the Notes document with the database links and click them in turn to add their icons to the workspace. The final file that I can think of that could cause corruption and weird behaviors is the ID file. If the user still experiences problems, restore that from backup. NOTE: If you did a full re-install and still had the problem, it is probably the ID file that is corrupted, which means that's all you would have done in the first place! Note that your original question had something to do with how to read an NSD. The section that contains FATAL THREAD will have information about processes that caused the client to crash. However, run the procedures above before expecting to get good information in the fatal thread. If the true cause is corruption, the "fatal" information isn't going to be valuable anyhow.
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  • Riptorn
    The answer is not as simple as reinstalling the client from scratch. I found one user that a rule was created and it caused the problem but the issue came back on the user’s computer. Lotus Notes 6.5 was completely uninstalled and only the bookmark, desktop6 etc was saved and brought back. The problem always comes back. Three times it has been reinstalled. The conclusion is with 400 people using notes and only one has an issue what is unique that the user is doing that no one else is doing? Here is something I found elsewhere that I will be trying Thanks to Hernan "The problem is with the files compress for windows. Uncheck "Compress contents to secure data" in NOTES folder and subforders, and delete the log.nsf and cache.ndk. Its working fine. Regards. HeM"
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