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November 3, 2010 13:14 What Is Needed, When Microsoft Outlook Crashes Or Freezes Due To AVG Add-In #171222
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ondraploteny

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Join Date: 27.3.2009
Posts: 6996
Hello all,

if you have met issues with Microsoft Outlook like crash or freeze, caused by AVG add-in, please follow the next steps to provide us with needed crucial data for analysis. Please create a new thread with description of your situation and attach requested information (or add link to stored files).



A) Crash

Windows Vista/7
1. Extract the attached mso_debug.zip archive to a folder of your choice.
2. Double-click the enable.reg extracted file to import its content to the system registry.
3. Reproduce the crash.
- It may be needed to enable the AVG Outlook plugin, if it has been automatically disabled. Re-enabling disabled Outlook plugins is described here.
4. Navigate to these folders:
C:\Users\<user name>\AppData\Local\Microsoft\Windows\WER\ReportQueue\
C:\Users\<user name>\AppData\Local\temp\
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\

5. The abovementioned folders will contain a folder with .mdmp, .hdmp and other diagnostic files. Provide us with all the files please.
6. Double-click the enable.reg extracted file to revert the temporary registry changes.

Windows XP
1. Induce the crash.
- It may be needed to enable the AVG Outlook plugin, if it has been automatically disabled. Re-enabling disabled Outlook plugins is described here.
2. An error dialogue window informing user that Outlook has crashed will be displayed. Do not close it (the dump file will be automatically deleted if closed).
3. Navigate to C:\Documents and Settings\<user name>\Local Settings\Temp\
4. Open task manager by pressing Ctrl + Shift + Esc and terminate the outlook.exe and DW20.exe processes.
5. Provide us with the .dmp file, newly created in the abovementioned folder.



B) Freeze or Send/Receive problems

Gather all AVG logs "avgemc" and "avgmail" from folder*:

Windows XP
C:\Documents and Settings\All Users\Application Data\AVG2012\log

Windows Vista/7
C:\ProgramData\AVG2012\log

- log names like "avgemc.log", "avgemc.log.1", "avgemc.log.2", and so on.

Please pack all information in an archive (zip file) and provide us with it.



Note: Some files and folders are hidden by default operating system configuration.

Thank you
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