IE7 crashes on close when MS Word is open

Discussion in 'Internet Explorer' started by Claire, Apr 21, 2009.

  1. Claire

    Claire Guest

    Whenever I have both MS Word 2007 and IE7 open together, and try to close an
    IE7 tab, the entire IE will crash and I'll lose any other tabs I have open.
    It will give me a typical error message such as "Internet Explorer has
    stopped working." When I upgraded to IE8, I still get the error message when
    I close the tab, but the entire IE doesn't crash.

    Thing I have done to try to fix this problem:

    1) Reset all Internet Expolorer Settings (under Internet Options, advanced
    settings, reset)
    2) Disabled all add-ons (using manage add-ons)
    3) Tried starting IE7 in Cleanboot mode (running msconfig and disabling all
    services and startup programs)
    4) Uninstalled and reinstalled MS Word
    5) Deleted programs that were installed on or around the day that problem
    began.
    6) Upgraded to IE8
    7) Opened IE with no add-ons
    8) Uninstalled Norton antivirus and switched to AVG

    Still the problem persists. In my event viewer, the application error I
    receive most frequently is:

    Faulting application iexplore.exe, version 7.0.6000.16809, time stamp
    0x496e9a04, faulting module MFC80U.DLL, version 8.0.50727.762, time stamp
    0x45713438, exception code 0xc0000005, fault offset 0x000c33fc, process id
    0xb5c, application start time 0x01c9b5316f65adcd.

    I am really at my wits end and have no idea how to solve this. It's so
    frustrating to get an error message everytime I close a browser window, just
    because I have word open at the same time. Please advise.
     
    Claire, Apr 21, 2009
    #1
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  2. 1. Uninstall LiveUpdate and any Norton Add-ons via Control Panel | Programs
    | Uninstall a program (or Control Panel | Programs and Features, if using
    Classic view).

    2. IMPORTANT! => Enable the Windows Firewall.

    3a. Download the Norton Removal Tool to your desktop:
    http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039

    3b. Right-click on the saved download and select Run as Administrator.

    4. Manually update AVG to the latest definitions then run a full system
    scan.

    5. Does the behavior persist now?

    OT: Any particular reason you've not installed Vista SP1 yet?
     
    PA Bear [MS MVP], Apr 21, 2009
    #2
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  3. Claire

    Claire Guest

    Thanks for getting back to me so quickly.

    I did what you suggested. There were no Norton Add-ons or LiveUpdate in my
    program list, but I downloaded the Norton removal tool and ran it again (I
    had used it when I got rid of Norton the first time). My Windows firewall
    was/is up and running. I updated AVG and did a scan which didn't find
    anything. Still the problem persists, with an error message anytime I close
    a tab if MS Word is open.

    As for SPI, I have windows update scheduled to provide updates and it never
    occured to me to figure out why I wasn't updated to SP1. It turns out that a
    couple of times last year my computer tried to download it and it failed.
    Two error messages of two different occasions: 80010108 (which seems to be
    just a general error?) and 80070070 (which looks like a space issue). I ran
    disk cleaner to make more space. Would you recommend my downloading SP1 now?
    Would that help?
     
    Claire, Apr 21, 2009
    #3
  4. Had I known you'd already run the Norton Removal Tool, I wouldn't have
    mentioned it, Claire. Don't worry about this.

    No, I would not recommend installing Vista SP1 manually with the machine in
    its current state, I'd get this IE error fixed first. In fact, the IE error
    may be related to the SP1 installation failures.

    Was your NAV subscription (or free-trial) still valid (current) when you
    uninstalled NAV?

    By any chance have you installed an application named Privacy Cleaner?
     
    PA Bear [MS MVP], Apr 21, 2009
    #4
  5. Claire

    Claire Guest

    Pa Bear,

    I think I was on a subscription to NAV that either was soon to expire or had
    just expired. The only reason I removed it originally was because someone on
    another board someone suggested doing a process of elimination to identify
    the problem by going through all the startup services under system
    configuration utility. When I did this, I found that something called
    ccsetmgr.exe (Symantec Settings Manager) was the only service that had any
    effect on the issue. It didn't affect IE but when I disabled it, it
    prevented me from opening MS Word, which I thought was unusual. So I decided
    to uninstall all symantec components and try AVG. In any event, my computer
    is no better off than it was before, except that at least in IE8 the whole
    thing doesn't crash when I close a window.

    I don't recall ever downloading Privacy Cleaner and I can't find it in my
    program list.

    My undying gratitude if you are able to help me solve this issue.
     
    Claire, Apr 22, 2009
    #5
  6. Since the behavior started before you uninstalled NAV and installed IE8, and
    since there's a possibility that your NAV subscription had expired & you may
    have been running unprotected when the problem first started, and since
    you've not been able to install SP1 since it was released well over a year
    ago, we should at least rule out a hijackware infection.

    Let's start with a few diagnostic questions:

    1a. Is Automatic Updates and the Windows Firewall enabled? If not, can you
    enable them, reboot, and find them still enabled?

    1b. Can you run Windows Update manually & successfully?

    1c. Is "Security Update for Windows Internet Explorer (KB963027)" listed in
    Install Updates?

    2. Can you open Task Manager via CTRL+SHIFT+ESC?

    3. Can you open Regedit (cf.
    http://www.computerperformance.co.uk/vista/vista_registry.htm#Getting_Started_with_Regedit)?
    (Just check to see if you can open it.)

    NB: You may need to be logged on as the Administrator to do #2 and #3 above.

    4. Is Windows Defender enabled? Can you update it manually? Have you
    recently run a Full System Scan?

    5. Can you access System Restore
    (http://www.bleepingcomputer.com/tutorials/tutorial143.html)? If so, does
    the calendar show available Restore Points? (Don't use System Restore, just
    answer my questions.)
     
    PA Bear [MS MVP], Apr 22, 2009
    #6
  7. Claire wrote on Tue, 21 Apr 2009 08:40:01 -0700:
    That doesn't actually disable all add-ons. There are ones that IE will not
    display that cannot be disabled that way. To test IE with them not running
    you run in No Add-ons mode. Run

    iexplore -extoff

    and see if it still crashes with Word open.
    Can you search your hard disk for all copies of MFC80U.DLL, is there more
    than 1? I'm wondering if Word is loading up it's own copy of this file into
    memory and it's not fully compatible with IE (or something that is running
    within IE), hence the crashing on closing. Have you installed any Office
    2007 patches?

    Also see this: http://support.microsoft.com/kb/961894

    while it applies to Visual Studio 2005, it could well be that you an
    application running (again, possibly a hidden add-on in IE) that was built
    with Visual Studio 2005 and you have an incompatible version of MFC80U.DLL
    (installed by another newer application). Unfortunately the fix from the
    MSDN Code Gallery is not fully regression tested and from the comments there
    might actually cause more problems that it attempts to solve.

    If running IE in no-addons mode cures this then you need to track down which
    application is injecting the add-on into IE even after you've run the IE
    reset. I'd suggest you run Hijack This and check the log for entries that
    could be related.
     
    Daniel Crichton, Apr 22, 2009
    #7
  8. Claire

    Claire Guest

    PA Bear, for the record, this is exactly the kind of help I was hoping to
    find here. Thank
    you so much. I've gone through the tasks you requested and so far nothing
    stands out as
    unusual, but maybe this will mean something to you:

    1a. Is Automatic Updates and the Windows Firewall enabled? If not, can you
    enable them, reboot, and find them still enabled?

    Yes, currently automatic updates and windows firewall are both enabled.

    1b. Can you run Windows Update manually & successfully?

    Yes. There were three "important" updates that I was able to update
    manually and

    successfully. As soon as I restarted my computer, there appeared another
    important

    update, "Windows Vista Service Pack 1 (KB936330)" published March 10, 2009.
    I don't recall
    this having been there a few minutes before when I was updating everything
    else. I thought my computer would try to update it automatically last night
    and that I'd be able to report this morning on whether or not it had been
    successful, but it doesn't look like it even tried to download it. This
    could be because I had just manually updated the computer hours earlier, or
    maybe because I was in the middle of a full-system scan (see quest 4). I
    imagine that my computer will try to update SP1 early tomorrow morning at its
    regularly scheduled time.

    1c. Is "Security Update for Windows Internet Explorer (KB963027)" listed in
    Install Updates?

    Yes, in my update history it’s called “Cumulative Security Update for
    Internet Explorer 7

    for Windows Vista (KB963027)†This is the same thing, right?

    2. Can you open Task Manager via CTRL+SHIFT+ESC?

    Yes.

    3. Can you open Regedit?

    Yes.

    4. Is Windows Defender enabled? Can you update it manually? Have you
    recently run a Full System Scan?

    Yes, Windows Defender is enabled and says that my system was fine. It is
    scheduled to do

    "quick scans" daily around 2 am. My last one was yesterday. I checked for
    updates and no

    new definition files were found. Then I ran a full system scan last night
    and it said "no

    unwanted or harmful software detected; your computer is running normally."

    5. Can you access System Restore

    Yes, I can access System Restore. There is a list of available system
    restore points,

    going back about five days.

    I'm willing to try anything; keep the questions coming!

    Thank you so much!
     
    Claire, Apr 22, 2009
    #8
  9. Claire

    Claire Guest

    Hi Dan,

    Thanks so much for your post. I actually have tried IE in no add-ons mode
    (per solution attempt #7). But I tried it again this morning to double
    check. The problem persists even when I'm in No Add-ons mode.

    I ran a search of my C drive and I actually do have two copies of
    MFC80U.DLL. And actually, one of them (the most recent) was last modified
    the week that this problem started. How do I fix this? I wouldn't just
    delete, would I?

    I have installed Office updates, per the automatic updates scheduled. Looks
    like the most recent was "Security Update for 2007 Microsoft Office System
    (KB960003)".

    I do have a hijackthis log from a couple of days ago (someone on a different
    forum wanted to see it) but if the problem persists in No Add-Ons then maybe
    that isn't the issue? I can post it if you'd like. Anyway, please advise if
    I should go about deleting or moving one of those duplicate files.

    Thanks so much!
     
    Claire, Apr 22, 2009
    #9
  10. Claire wrote on Wed, 22 Apr 2009 03:24:01 -0700:
    Where are the 2 files located?

    I wouldn't recommend deleting either of them. If they are both in locations
    where Windows can load them then it's possible that this is the cause of the
    problem and that moving/renaming one of them will fix the issue. But if only
    one is being loaded then deleting/moving/renaming it will likely result in a
    lot of problems - this is a core DLL that will be used by applications
    created with Visual Studio 2005 or 2008.

    If you can post the paths to both files it will at least give an indication
    of what you could do to rectify this; which will either be to try
    moving/renaming the newer one, or performing a system restore to an restore
    point before this newer DLL was installed but that would also mean that
    you'd have to reinstall any applications/updates since that time and be
    careful that you don't reinstall whatever it was that installed the newer
    DLL in the first place.

    Dan

     
    Daniel Crichton, Apr 22, 2009
    #10
  11. Claire

    Claire Guest

    Here are the properties I can see when I do a search of my C drive.

    mfc80u.dll
    C:\Windows\winsxs\x86_microsoft.vc80.mfc_1fc8b3b9a1e18e3b_8.0.50727.762_none_0c178a139ee2a7ed (C:\Windows\winsxs)
    1.04 MB (1,093,120 bytes)
    ‎Monday, ‎March ‎03, ‎2008, â€â€Ž2:30:16 PM

    mfc80u.dll
    C:\Windows\winsxs\x86_microsoft.vc80.mfc_1fc8b3b9a1e18e3b_8.0.50727.42_none_d6c3e7af9bae13a2 (C:\Windows\winsxs)
    1.02 MB (1,079,808 bytes)
    Thursday, ‎July ‎12, ‎2007, â€â€Ž5:45:04 PM

    I do not have a system restore point older than when either was last
    modified (nor would I be inclined to do that anyway). But I'll rename it if
    you think that will help. Is there anyway to tell which one is being loaded?
     
    Claire, Apr 22, 2009
    #11
  12. I wouldn't touch either of them. These are side-by-side assemblies and
    removing either of them could well result in applications failing as each
    should be directly referencing the version they were compiled against. As to
    why you have this crash occurring I'm at a loss - Word and IE should be
    linked to the versions of the DLLs (it will be more than just MFC80U.DLL,
    there are a number of MFC 80 DLLs that are used together) and so having two
    different versions should not cause a problem. Had one been in the system32
    folder and the other in a winsxs folder then I would have suggested
    temporarily removing the one in the system32 folder as it should not be
    there.


    Dan

    Claire wrote on Wed, 22 Apr 2009 07:24:16 -0700:
     
    Daniel Crichton, Apr 22, 2009
    #12
  13. Claire

    Claire Guest

    So back to square one?

    It seems too much of a coincidence that the error message refers to this
    assembly and one of them was modified soon before the error messages began.
     
    Claire, Apr 22, 2009
    #13
  14. I agree it looks like that later one is the culprit. But the only way to
    remove it would be to go back to before you installed it (which you can't as
    you don't have a restore point) and then reinstall every after that point
    except the application/patch that installed it. As this isn't possible in
    your case, there's really nothing you can do (other than poke around
    deleting/moving files and hope it doesn't break everything) except to wait
    for a new version of the MFC 80 DLLs from MS.

    Dan

    Claire wrote on Wed, 22 Apr 2009 09:07:04 -0700:
     
    Daniel Crichton, Apr 22, 2009
    #14
  15. Claire

    Claire Guest

    Ugh. Not the answer I was hoping to hear.

    I don't really understand how this happened? Did I download a virus or
    something, an incompatible patch?

    How often does MS put out new versions of the MFC 80 DLLs?

    PA Bear, want to weigh in?
     
    Claire, Apr 22, 2009
    #15
  16. I've read all posts in this thread as of this posting (19:20 UTC -4) and
    will thank Dan for his contributions to this bizarre problem. At this
    juncture, I'm less inclined to suspect a hijackware infection, thanks to
    your recent replies, Claire.

    Please answer my questions by number (no need to quote the questions).

    =====================

    </paste from subthread>

    At this point, I wouldn't delete either of the above DLLs. (I may change my
    mind later.) I will assume they were both put in place by separate critical
    security updates for MS Office (2007) but only MS Support could tell us for
    sure.

    1a. Claire, do you have Office 2007 Standard or Professional installed or is
    it Office 2007 Student/Teacher edition?

    1b. Did you upgrade to Office 2007 from a previous version of Office (e.g.,
    Office 2002; Office 2007 Student/Teacher)?

    ======================
    Well, that's certainly an interesting new wrinkle! [<thinking as I type> I
    wonder if running the Norton Removal Tool again had anything to do with it?]

    Please open Control Panel | Security | Windows Update | View installed
    updates:

    2. What are the KB numbers for the three (3) updates you just installed,
    Claire (e.g., KB947821)?

    3. What's the Installed date for Cumulative Security Update for Internet
    Explorer 7 for Vista (KB963027)?

    4a. Have you experienced the "IE crashes when closing a tab if MS Word is
    open" behavior since these three updates were installed?

    4b. If you have an IE window open with no additional tabs and MS Word is
    running in the background and you close the IE window, does/did the behavior
    persist?

    4c. If you close(d) MS Word and then close(d) IE, does/did the behavior
    persist?

    Please open/click on Start | All Programs | Windows Updates | Change
    Settings | Choose how Windows can install updates.

    [Illustration:
    http://img.bleepingcomputer.com/tutorials/vista-updates-extras/wu-settings.jpg]

    5a. Which of the first 3 options is selected, Claire (i.e., Automatic;
    Download but let me choose...; or Check for updates but let me choose...)?

    5b. Is the Recommended Updates box checked or unchecked?

    NB: Don't change anything, just look at the above settings and answer my
    questions.

    ======================

    Given the fact that the Windows Update servers have been notoriously
    overtaxed since the release of numerous updates last week (i.e., 14 Apr-09),
    I suspect that Automatic Updates may not have downloaded or installed Vista
    SP1 yet. In any event, don't worry about my earlier warning about not
    installing Vista SP1 (manually) since it's being offered now. I don't think
    installing it would have any affect whatsoever on your IE/Word problem, if
    it still persists.

    That being said, here are some Vista SP1 references for you:

    Windows Vista Help: Learn how to install Windows Vista Service Pack 1 (SP1):
    http://windowshelp.microsoft.com/windows/en-us/Help/133c8953-c9cd-4fa5-8883-03e91bb6f2021033.mspx

    Unlimited installation and compatibility support for Vista SP1 is available
    at no charge and has been extended until 30 June 2009. Go to
    http://support.microsoft.com/oas/default.aspx | select Windows Vista |
    select Windows Vista Service Pack 1. US residents can use this link:
    http://support.microsoft.com/oas/default.aspx?ln=en-us&prid=11274&gprid=500921
     
    PA Bear [MS MVP], Apr 23, 2009
    #16
  17. Claire

    Claire Guest

    1a. I have MS Office 2007 Standard Suite installed (word, powerpoint, excel,
    and outlook).

    1b. No, this is the only Office suite I've ever used on this computer.

    2. The three most recent KB updates installed were:
    KB890830
    KB915597
    KB951847

    If I had to guess, I'd say downloading one of these seemed to "trigger" the
    SP1 update appearing (as opposed to Norton removal tool, since I had already
    restarted the computer once after using that). The computer didn't download
    SP1 last night, though, didn't even attempt to.

    3. 4/17/2009 (last Friday)

    4a. Yes.

    4b. Yes.

    4c. No. If I have both open but close Word before closing IE, there's no
    problem.

    5a. "Install updates automatically (recommended)"

    5b. The recommended updates box is unchecked.

    Does this help any?

     
    Claire, Apr 23, 2009
    #17
  18. Claire wrote on Wed, 22 Apr 2009 10:15:02 -0700:
    I'm not entirely sure. The latest one on your system is 8.0.50727.762 which
    is the VC++ MFC Service Pack 1 version. There are later versions, I've seen
    at least 1 reference to 8.0.50727.1433, and the link I posted in a previous
    reply to a fix was 8.0.50727.3079.

    I've checked my XP SP2 PC here and I have the same 2 versions as you -
    8.0.50727.762 and 8.0.50727.42. I don't however have Word 2007, so I can't
    check if IE crashes on closing when Word 2007 is open. I have never seen an
    MFC8 related error message on this PC though.

    On the way to work this morning I had a thought - if in the Vista equivalent
    to Add/Remove Programs (I haven't messed with Vista much yet so I'm not sure
    where this is) there is a Visual C++ SP1 Redistributable Package, or
    similarly named, instance then it may be possible to uninstall that which
    will remove the 8.0.50727.762 version, and if you get more problems you can
    simply reinstall that redistributable available from here: http://www.microsoft.com/downloads/...d9-ae1a-4a14-984d-389c36f85647&displaylang=en

    Dan
     
    Daniel Crichton, Apr 23, 2009
    #18
  19. Claire

    Claire Guest

    Hi Dan,

    I do have "Microsoft Visual C++ 2005 Redistributable" installed. However,
    it was installed on 4/4/09, almost a year after the problem started. Could
    it still be a factor?
     
    Claire, Apr 23, 2009
    #19
  20. Claire wrote on Thu, 23 Apr 2009 04:54:01 -0700:
    Odd that it shows as 4/4/09 and yet the latest version you have in the
    WinSXS folder is from March 23 2008. It could be that an application or
    patch you installed on the 4/4 forced a reinstall of that redistributable,
    so the date shows as 4/4 in the Vista removal list but was actually
    originally installed last year. You could try running the uninstaller -
    worst case is that you'd need to reinstall from the link I gave (I'd
    recommend you download that installer first, just in case you are unable to
    download it after removing the redistributable).

    Dan
     
    Daniel Crichton, Apr 23, 2009
    #20
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