Application hang while preview in outlook and File Explorer

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tuanccs
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Application hang while preview in outlook and File Explorer

Post by tuanccs » Thu Jul 26, 2018 6:23 pm

Hi,

Does anyone else experience application hang while preview PDF in Outlook or File Explorer? We have couple PCs experienced this problem just recently.
PDF Xcchange Plus 7.0.326.1.
Windows 10
Outlook 2010

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TrackerSupp-Daniel
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Re: Application hang while preview in outlook and File Explorer

Post by TrackerSupp-Daniel » Thu Jul 26, 2018 6:44 pm

Hello Tunaccs,
I am unable to reproduce this here, could I ask you to check for windows/office updates to see if they may resolve the issue?
If they do not, please tell me, how long does the application hang for before resuming, or does it just freeze indefinitely?
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

mikkelsen & pettersen data as
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Re: Application hang while preview in outlook and File Explorer

Post by mikkelsen & pettersen data as » Tue Aug 14, 2018 1:45 pm

Hello Sir
We have the same thing happening on our Windows 2012 R2 server
I made a separate post in this same forum


File Explorer window locks up if preview is activated
If you turn of pre view it works fine but ofc you loose the pre view

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TrackerSupp-Daniel
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Re: Application hang while preview in outlook and File Explorer

Post by TrackerSupp-Daniel » Tue Aug 14, 2018 5:12 pm

Hello Mikkelsen,

Could I ask for a screenshot of the File Explorer while the freeze is occurring?
Beyond that, if you can tell me whether the File Explorer freezes indefinitely or temporarily, I may have more instructions for you.
Beyond that, please also check for updates to windows and let me know if those helped at all.
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

tuanccs
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Posts: 16
Joined: Sat Jan 06, 2018 12:21 am

Re: Application hang while preview in outlook and File Explorer

Post by tuanccs » Fri Aug 17, 2018 10:52 pm

TrackerSupp-Daniel wrote:Hello Tunaccs,
I am unable to reproduce this here, could I ask you to check for windows/office updates to see if they may resolve the issue?
If they do not, please tell me, how long does the application hang for before resuming, or does it just freeze indefinitely?
It's only happen with outlook 2010. There PCs so far.
Event Viewer shows

Code: Select all

Event 1000, Application Error
Faulting application name: prevhost.exe, version: 10.0.17134.1, time stamp: 0xaca19ffa
Faulting module name: ntdll.dll, version: 10.0.17134.165, time stamp: 0x845de87a
Exception code: 0xc0000005
Fault offset: 0x00061d89
Faulting process id: 0x1cdc
Faulting application start time: 0x01d43327dacca038
Faulting application path: C:\Windows\SysWOW64\prevhost.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 14b3c93c-67f8-4936-85bf-8ef3145903bd
Faulting package full name: 
Faulting package-relative application ID: 

Event 1001, Windows Error Reporting
Fault bucket 2120054737403183709, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: prevhost.exe
P2: 10.0.17134.1
P3: aca19ffa
P4: ntdll.dll
P5: 10.0.17134.165
P6: 845de87a
P7: c0000005
P8: 00061d89
P9: 
P10: 

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6C66.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6D13.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6D33.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6D43.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6D63.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_prevhost.exe_97250a3b13c933f178c521efa81ed8e96c3ba6_258852e3_0c836f44

Analysis symbol: 
Rechecking for solution: 0
Report Id: 14b3c93c-67f8-4936-85bf-8ef3145903bd
Report Status: 268435456
Hashed bucket: 766352cdb1d59bcb1d6bf28d174d025d
Cab Guid: 0

Event 1001, Windows Error Reporting
Fault bucket 1518831061133728239, type 5
Event Name: AppHangXProcB1
Response: Not available
Cab Id: 0

Problem signature:
P1: OUTLOOK.EXE
P2: 14.0.7210.5000
P3: 5afdcacb
P4: eb36
P5: 134217760
P6: prevhost.exe
P7: 10.0.17134.1
P8: 
P9: 
P10: 

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER58FD.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER591D.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER591C.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER594C.tmp.txt
\\?\C:\Users\JONATH~1\AppData\Local\Temp\CVR9E88.tmp.cvr
\\?\C:\Users\JonathanC\AppData\Local\Temp\WER69C8.tmp.appcompat.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppHang_OUTLOOK.EXE_f5f8310272a9659dadb601145fc9c4436617066_920fdc94_045b886a

Analysis symbol: 
Rechecking for solution: 0
Report Id: 226955a3-4d9a-47a7-bc38-deb7c23d2a92
Report Status: 268435456
Hashed bucket: 38b3e7252a6ea0069513f8cd90b499ef
Cab Guid: 0

Event 1002, Application Hang
The program OUTLOOK.EXE version 14.0.7210.5000 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
 Process ID: 1c1c
 Start Time: 01d4331a26e4e161
 Termination Time: 71
 Application Path: C:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE
 Report Id: 226955a3-4d9a-47a7-bc38-deb7c23d2a92
 Faulting package full name: 
 Faulting package-relative application ID: 
I downgrade PDF Xchange Editor to 6.0.322.7 then no more freeze.

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TrackerSupp-Daniel
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Joined: Wed Jan 03, 2018 6:52 pm

Re: Application hang while preview in outlook and File Explorer

Post by TrackerSupp-Daniel » Fri Aug 17, 2018 11:23 pm

Hello Tunaccs,
Thank you for the event viewer log.
Could I ask that you zip up all of the files mentioned in the log and send them via email to us at support@tracker-software.com
Please include a link to this forum post in the body of the email.

Finally. I will need you to confirm that you have checked for updates to the office suite, and windows itself. I will also need confirmation that the software crashes (close unexpectedly) or freezes (stops working without closing).

Please provide ALL of the above for us to continue this investigation.
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

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Paul - Tracker Supp
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Re: Application hang while preview in outlook and File Explorer

Post by Paul - Tracker Supp » Fri Aug 09, 2019 2:27 pm

I think the best thing to do right now is to get you to send us a memory dump. It is important to determine whether this is a crash or hang. In a crash the associated application will disappear from screen as well as the Task Manager, and typically have a message sayng "Application X has crashed". If it is a hang, the application will often still be visible on-screen as well as in the Task Manager. A hung process may also show "Not Responding" either in the Application Window or in the Task Manager.

Can you take a look at this article, https://www.tracker-software.com/knowle ... estigation, create a memory or crash dump according to what you see?

If the dump file is too large for email (>30MB), then please use our file upload server as per this KB. https://www.tracker-software.com/knowle ... le-service
_________________
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com

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