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Outlook 2003 crashes when trying to open an email with attachment...


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#1 mlawler67

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Posted 03 October 2015 - 11:08 AM

A couple of days ago I started experiencing this MS Outlook 2003 crashing issue... when I attempt to open any email with an attachment I get the following crash (other emails open OK):

 

image001_zpspezmevse.jpg

 

My OS is Windows XP64.  And the version of the kernel32.dll is as follows:

 

c:\windows\system32 contains:

kernel32.dll (size 1483Kb) version 5.2.3790.5295 (srv03_sp2_qfe.140205-1447) dated 2/6/2014

c:\windows\SysWOW64 contains:

kernel32.dll (size 993Kb) version 5.2.3790.5295 (srv03_sp2_qfe.140205-1447) dated 2/6/2014

 

...and they match the versions that are in the DLL cache folder.

 

Things I tried (unsuccessfully):

1.  Doing a regsvr32 kernel32.dll came back with "kernel32.dll was loaded, but..." ( I don't recall the exact message... something about DllRegisterServer not called or found).

2.  Scanning the PST for errors (and fixing).

3.  Doing a repair install on Microsoft Office 2003.

4.  Attempted to re-install Office 2003 SP3 (didn't work as it's already installed).

5.  Installed MS14-019/KB2922229 (installed successfully-- no affect)

I started to do a sfc /scannow ...but I was afraid to allow it to restore DLLs from the WinXP64 Disc into cache because I feared they would be older than the dated 2/6/2014 files and thus cause worse problems.  What Windows Update installed these 2/6/2014 dated kernel32.dll files?  Maybe I could uninstall that KB update and then re-install it???

6.  Tried a System Restore but it failed.

7.  Attempted to create a new outlook profile with a new email account (same parameters as current email account) but when I try to start Outlook with this new profile it immediately crashes Outlook as it trys to startup and gives me that same error (except in the dialog title bar is says : "F: OUTLOOK.EXE - Entry Point Not Found").

8.  Kaspersky scan detected no issues.

 

The following almost worked:

I clicked on my address book icon and got this error:

 

The address list could not be displayed. The Contacts folder associated with this address list could not be opened; it may have been moved or deleted, or you do not have permissions. For information on how to remove this folder from the Outlook Address Book, see Microsoft Outlook Help.

 

So I followed this link: https://support.microsoft.com/en-us/kb/319901

 

...and followed their prescribed resolution (but I didn't quite understand steps 13-15).  But then after restarting Outlook I could once again open emails with attachments.

However, when I exited Outlook and opened it back up just to verify all was fixed... alas, it started giving me the same error again when I double-clicked an email with an attachment.

 

Please I don't know what else to do to try and fix this... I'm assuming my Outlook Profile (and its related registry bits have been corrupted but I don't have a recent registry backup or system restore) ...and I deal heavily with attachments in emails so I need a solution asap.  Someone please help me fix this, I beg you!


Edited by mlawler67, 03 October 2015 - 11:13 AM.


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#2 technonymous

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Posted 03 October 2015 - 12:22 PM

Being e-mail related with lots of file attachments activity I would Install adaware and malwarebyts and run those. You likely got a trojan. IMO Kaspersky is garbage. Try going to run and type outlook.exe /safe hit enter. Or hold ctrl and click outlook.exe icon. Try using icon in control panel.



#3 mlawler67

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Posted 03 October 2015 - 01:47 PM

Being e-mail related with lots of file attachments activity I would Install adaware and malwarebyts and run those. You likely got a trojan. IMO Kaspersky is garbage. Try going to run and type outlook.exe /safe hit enter. Or hold ctrl and click outlook.exe icon. Try using icon in control panel.

 

Well, I have tried launching Outlook in safe mode from the Run command:  Outlook /safe

 

And that doesn't help.  Issue persists.  I will install malwarebytes and adware bytes and run a scan... but how can I verify if there is anything wrong with the kernel32.dll ??? the files seem to match what is in the dllcache folder.  I'm afraid to run sfc /scannow because it would like install the original, older DLL.  How can I restore the dll from the dllcache?  At this point I think my outlook profile is corrupted somehow.  And I would greatly appreciate your assistance in getting this fixed-- even it if means uniinstalling the Office 2007 compatibility pack and Office 2003 suite.



#4 mlawler67

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Posted 03 October 2015 - 05:50 PM

Malwarebytes found something in the recycler it labeled as malware and I removed it:

Trojan.HTKeyGen, C:\RECYCLER\S-1-5-21-3076411375-1713665460-1555736972-500\Dc9.rar, Quarantined, [9bf62b2714774ceaa4727a8cc33e1ae6]

 

...it also found a bunch of stuff that I felt might be false-positives so I ignored them once, and ran the scan again to get a log of them:

 

 

 

Malwarebytes Anti-Malware
www.malwarebytes.org

Scan Date: 10/3/2015
Scan Time: 3:53:28 PM
Logfile: scanLog.txt
Administrator: Yes

Version: 2.1.8.1057
Malware Database: v2015.10.03.06
Rootkit Database: v2015.10.02.01
License: Trial
Malware Protection: Enabled
Malicious Website Protection: Disabled
Self-protection: Disabled

OS: Windows XP Service Pack 2
CPU: x64
File System: NTFS
User: Administrator

Scan Type: Threat Scan
Result: Completed
Objects Scanned: 420102
Time Elapsed: 11 min, 8 sec

Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Enabled
PUM: Enabled

Processes: 0
(No malicious items detected)

Modules: 0
(No malicious items detected)

Registry Keys: 20
PUP.Optional.OpenCandy, HKLM\SOFTWARE\WOW6432NODE\CLASSES\CLSID\{47A1DF02-BCE4-40C3-AE47-E3EA09A65E4A}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\INTERFACE\{47A1DF02-BCE4-40C3-AE47-E3EA09A65E4A}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\WOW6432NODE\CLASSES\INTERFACE\{47A1DF02-BCE4-40C3-AE47-E3EA09A65E4A}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\WOW6432NODE\INTERFACE\{47A1DF02-BCE4-40C3-AE47-E3EA09A65E4A}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\WOW6432NODE\CLSID\{47A1DF02-BCE4-40C3-AE47-E3EA09A65E4A}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\WOW6432NODE\CLASSES\CLSID\{B9D64D3B-BE75-4FA2-B94A-C4AE772A0146}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\TYPELIB\{1112F282-7099-4624-A439-DB29D6551552}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\INTERFACE\{FA7B2795-C0C8-4A58-8672-3F8D80CC0270}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\WOW6432NODE\CLASSES\INTERFACE\{FA7B2795-C0C8-4A58-8672-3F8D80CC0270}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\WOW6432NODE\INTERFACE\{FA7B2795-C0C8-4A58-8672-3F8D80CC0270}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\WOW6432NODE\CLASSES\TYPELIB\{1112F282-7099-4624-A439-DB29D6551552}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\WOW6432NODE\TYPELIB\{1112F282-7099-4624-A439-DB29D6551552}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\OCComSDK.ComSDK.1, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\OCComSDK.ComSDK, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\WOW6432NODE\CLASSES\OCComSDK.ComSDK, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\WOW6432NODE\OCComSDK.ComSDK, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\WOW6432NODE\CLASSES\OCComSDK.ComSDK.1, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\WOW6432NODE\OCComSDK.ComSDK.1, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\CLSID\{B9D64D3B-BE75-4FA2-B94A-C4AE772A0146}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],
PUP.Optional.OpenCandy, HKLM\SOFTWARE\CLASSES\WOW6432NODE\CLSID\{B9D64D3B-BE75-4FA2-B94A-C4AE772A0146}, No Action By User, [276b3e14eba08caa91757f36f1115ba5],

Registry Values: 0
(No malicious items detected)

Registry Data: 0
(No malicious items detected)

Folders: 0
(No malicious items detected)

Files: 3
PUP.Optional.Conduit, C:\Documents and Settings\Administrator\Local Settings\Temp\ct3288691\ism.exe, No Action By User, [672bca884249ea4cf347f8c5f90816ea],
PUP.Optional.OpenCandy, C:\Documents and Settings\Administrator\Local Settings\Temp\HYD335.tmp.1443218394\HTA\install.1443218394.zip, No Action By User, [375b8ac8593261d54cba298c6b978d73],
PUP.Optional.OpenCandy, C:\Documents and Settings\Administrator\Local Settings\Temp\HYD335.tmp.1443218394\HTA\3rdparty\OCComSDK.dll, No Action By User, [276b3e14eba08caa91757f36f1115ba5],

Physical Sectors: 0
(No malicious items detected)


(end)

I took no action on these because I wanted you guys to look at it first...

 

Also, Adaware found nothing...



#5 technonymous

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Posted 04 October 2015 - 01:51 AM

You can scan just specific files. SFC.EXE /scanfile=c:\windows\system32\kernel32.dll If kernel32.dll is corrupt sfc will try to replace it from winsxs files. However, I suggest running sfc /scannow for everything. You can try registering all dll files which might fix issues with outlooks dlls. Open cmd prompt and run these two commands...

 

cd /d %systemroot%\system32

 

for %i IN (dir /b *.dll) DO (regsvr32 /i/s %i)



#6 mlawler67

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Posted 04 October 2015 - 07:44 PM

SFC.EXE /scanfile ...is not an option for Windows XP x64 OS.  I am reluctant to do the sfc /scannow because it doesn't tell me what file it's prompting for the Windows XP64 SP2 Install Disc... and I fear that the many security updates since the original OS installation would result in me loading much older DLLs back into the dllCache or system32 folder... and cause worse issues-- for example, any DLLs replaced by originals wouldn't match what the security updates installed.  For example, the kernel32.dll I posted the details on earlier is dated 2/6/2014... and that's the latest legit file version; so some security update or other .NET Framework installation or something installed it.  Am I right to think that restoring "original" DLL files could cause worse conflicts?

 

Running this command:  for %i IN (dir /b *.dll) DO (regsvr32 /i/s %i)

 

resulted in a ton of warnings:  E.g., LoadLibrary ("dir") failed - The specified module could not be found.

 

...and a ton of *.dll was loaded, but the DllRegisterServer entry point was not found.  This file can not be registered.  There are several hundred warning dialogs to close! (luckily I could close group).

 

Some DLL files did successfully register... but I think there is something incorrect with your command line code.

 

The Outlook error issue persists.


Edited by mlawler67, 04 October 2015 - 07:47 PM.


#7 technonymous

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Posted 05 October 2015 - 12:15 AM

It's probably not the kernel32.dll itself it's outlook and it's corrupt files causing kernel32.dll to spit out a error. The outlook corruption is probably due to the past viruses. You can try to replace the kernel32.dll still by replacing it with the ones in the winsxs files. However, to do that you have to have a Windows disk. Try reinstalling outlook or reinstallling service pack 3. There isn't a whole lot you can do without a repair disk. You're running an old 2008-2009 e-mail client on a old OS both of which are not supported by Microsoft anymore. Here's a link to sp3 not sure if it still works. Burn it to cd. http://www.microsoft.com/en-us/download/details.aspx?id=25129



#8 jimmy19790422

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Posted 05 October 2015 - 04:45 AM

It seems to me that your system is infected by virus. Or the Outlook dll/exe files are modified by some parties.

 

You may also follow the instructions at https://www.datanumen.com/outlook-repair/articles/diagnose-outlook-problem.htm to diagnose your Outlook problem.



#9 technonymous

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Posted 05 October 2015 - 08:03 AM

Just like XP's sp3 there are service packs for outlook as well. Reinstalling them can help repair problems. Here is a link to office 2003 sp3 http://www.microsoft.com/en-us/download/details.aspx?id=8 Not sure if you have your office cd or not. During uninstall of office 2003 you have a choice to repair or remove/add new parts of office components Word, Excel, Outlook, Powerpoint etc..


Edited by technonymous, 05 October 2015 - 08:04 AM.


#10 mlawler67

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Posted 05 October 2015 - 12:30 PM

@technonymous, @jimmy19790422

 

Thank you both for your assistance (I'll take a look at your links)...  I've never had a virus on this Windows XP64 machine (I only built this PC and installed the OS in 2012  as a CG Graphics workstation [yes, I chose this OS for a specific software package] )-- this is the first issue I've ever had with it.

 

I have the Windows XP Recovery Console installed as a boot up option-- but the PC is working just fine and all other Office apps seem to work just fine.  If there was a command line way to force a DLL to be replaced by the one in the PC's dllcache folder I would certainly try that... but like I said earlier-- the PC seems healthy and I fear doing an SFC /scannow and sticking in the original WinXP64 SP2 disc will revert to older, original DLLs and cause worse conflicts/problems.

 

Here is what I tried:

 

1.  Downloaded and ran CCleaner registry cleaner multiple times until no issues were found with registry, etc. (and backed it up).

2.  Backed up my outlook.pst file

3.  Uninstalled Microsoft Office 2007 Compatibility Pack (with all of its security updates).

4.  Uninstalled Microsoft Office 2003.

5.  Re-ran CCleaner until no issues found (all issues now should have been related to un-installing #2, #3 above).

6.  Made sure my email profile was deleted, and deleted the program files folder for MS Office.

7.  Re-installed a "typical install" of Microsoft Outlook 2003.

8.  Created a new Outlook/email profile with a new pst file (outlook1.pst).

9.  Rebooted, and tried to launch Outlook 2003-- it immediately failed on startup (i.e., it didn't open) with the same error (IIRC).

10.  I downloaded and installed Office Service Pack 3 and installed/rebooted.

11.  Now I could successfully launch Outlook 2003.  Got my email sorted out and sent a test email... it failed with same failure when trying to open an email with attachment.

12.  Added my backed-up PST file back to my email account and switched to it and removed the outlook1.pst from my profile.

13.  Outlook launches and my original PST file loads just fine.  However failure on attachments still exists.

 

14.  Eventually windows update kicked in and wanted to download a dozen or more security updates for MS Office/Outlook 2003.  Three KB updates failed to install (I took a screenshot of which three... will post later).

 

15.  Error still exists after windows updates.

 

Since this started around the beginning of October-- on a hunch I wondered if AT&T had done anything with their email servers.  So today I just called AT&T Email Tech support... and indeed they have been switching over to new email servers (I never got a notice on this).

 

My email profile settings are outdated (but still seem to work) and they said I must change them before October 14th.

 

Old incoming POP3 server:  pop.att.yahoo.com  (Port 995, SSL encrypted connection required)

Old outgoing mail server:     mail.bellsouth.net    (Port 25, SSL encrypted connection not checked)

 

New incoming POP3 server:  inbound.att.net (Port 995,  SSL encrypted connection required)

New outgoing mail server:    outbound.att.net (Port 465, SSL encrypted connection required)

 

When I get home today from work I will try these new settings... could this have anything to do with emails with attachments failing to open?

 

EDIT:  From googling, I read somewhere that you can only manually replace a system dll file from within the Recovery Console. 

Googling the Recovery Console I found this link (which might prove useful to you guys):

http://www.informationweek.com/langa-letter-the-os-inside-the-os/d/d-id/1042642?page_number=1

 

 


Edited by mlawler67, 05 October 2015 - 03:06 PM.


#11 technonymous

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Posted 05 October 2015 - 05:25 PM

If you're running XP sp2 then I highly suggest downloading xp sp3 from the link in my previous posts. That alone could fix many problems not just with email. If you reverted from sp3 for outlook I suggest reinstalling it as well again after you upgrade the system to sp3.

 

Not having server information right will generate a error upon connecting. It's possible that the email server is corrupting the file attachments. They too have spam and virus blocking. By adding bits to the attachment they corrupt it's function. You should know by now not to include file attachments that have .exe .vbs, bat files things like that directly in the attachment. It may be possbile to send them but, packed into a zip file. Some cases that may not work as they can still see what's inside the zip files. Sending files through popmail is a horrible way of sending files anyways. For one your e-mails and file attachments can get corrupt along the way and are sent plain text for all to see. Unless of course you have an e-mail signature (crypto certificate) to encrypt the data. As old as your office suite outlook e-mail client is I am not sure it would support importing the new certs today. Getting a signature usually costs money. However, Comodo does offer a free e-mail signature for personal use good for one year. You can renew it again each year. By signing the email this encrypts the e-mail and attachments and proves who you are to the other end and vice versa. The people you do business with should also have their own signature. This also protects the integrity of the e-mail from being tampered with. If you're sending very large e-mail attachments then that could corrupt them alone. If that is the case then you should find a better solution to share and send files. Something like a cloud storage and upload them to that and then provide a public link to the files in the e-mail instead.

 

Lastly, yes to replace system citical files in a offline state requires a XP system disk that has a recovery console. Having a cd it's possible to install a recovery console into windows itself. This way you can access recovery console without a cd, but first you have to have the cd to do it. Furthermore, if you update to sp3 you cannot use a XP sp1 or sp2 disk to get to recovery console. You have to build a custom disk from the orignal that also includes sp3. There are several methods on how to slipstream sp3 into XP cd disk or build it on USB flash drive. utitlities like Rufus. I tend to stick to a method I used years ago to create a cd before USB flash drives was the norm. Again, you must first have a XP system disk or ISO to work with, to build a new disk and slipstream sp3 into it. Instructions here http://forum.imgburn.com/index.php?/topic/11190-how-to-create-a-windows-xp-installation-disc-bootable-using-imgburn/

 

Side note: Some ISO's that you download may or may not boot because the boot image is missing. Imgburn program can extract that from originals. If working with a downloaded ISO then you may also need to search and download a working boot image file as well.


Edited by technonymous, 05 October 2015 - 05:39 PM.


#12 mlawler67

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Posted 05 October 2015 - 05:39 PM

@technonymous -

 

Thanks for the reply... but there is no service pack 3 for Windows XP Professional x64 (64-bit) version.  The last service pack for x64 is SP2. 

 

I am hopeful that the root culprit is the AT&T email server changes that have caused me this grief.  I also intend to try and download/re-install those 3 specific MS Office 2003 KB udpates that failed to install previously. 

 

I intend to do another Ad-aware and Malwarebytes scan... and since you say Kaspersky is crap, it looks like Avast Internet Security Suite is one of the few that support Windows XP x64... so I may purchase that for this one machine.

 

I'll know in a few hours...


Edited by mlawler67, 05 October 2015 - 05:41 PM.


#13 technonymous

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Posted 05 October 2015 - 06:26 PM

Oh my bad that's right. The majority are 32bit. If that system can handle Windows 7 you ought to think about upgrading and leaving behind all this pain lol seriously.



#14 mlawler67

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Posted 06 October 2015 - 12:26 AM

Well, updating the server properties didn't have any effect.  So I re-installed the Office 2007 Compatibility add-on for Office 2003.  And that didn't have any effect either.  The error persists.

 

Here's the strange thing... if instead of double-clicking on an email that has an attachment to open it, if I select the email and choose "File > Save Attachments" and then save the attachment to my PC... then I can successfully open ANY email that has an attachment (and open the attachments themselves) for that session of MS Outlook (and this always works).  But when I close Outlook and then restart it and double-click an email with attachment then it fails.

 

Is there an event log that we can look at for more details?  Under the Advanced Options there is something called "Enable Logging (troubleshooting)" would that help?  Is there a Windows Event Log that could provide any clues?

 

I did a Kaspersky Critical Scan and a Full/Deep Scan and it found zero threats.

 

I'm re-running an Ad-aware scan now.  Ad-aware found nothing. 

 

Re-running Malwarebytes Threat scan.  It found the following 1 issue:

 

Threat:  PUP.Optional.Conduit

Type: File

Location:  C:\Documents and Settings\Administrator\Local Settings\Temp\ct3288691\ism.exe

 

Is this a real threat?  Of a false-positive?  I chose to ignore once awaiting your response.

 

EDIT:

I just let Malwarebytes remove it.  I also uninstalled Kaspersky Anti-Virus and installed Avast Internet Security Suite.  Avast found one file it called a threat-- wlsp.exe (relating to an update download for Windows Live Messenger).  So I let Avast throw it in its "Virus Chest" lockbox.  None of these actions had any effect on the Outlook email attachment crashes.

 

I would really like help in setting up/looking at some Event Log file so that we can see what might be causing this...

 

EDIT 2:

I googled "GetNamedPipeServerProcessId" and while it is a function within kernel32.dll I also found that it is part of the win32 pipe API, correct?

 

So is there anything to check if there are win32 pipe API errors in the registry?  Would it help to try ComboFix or Kaspersky's TDSSKiller (assuming there is some hidden rootkit that nothing has found?


Edited by mlawler67, 06 October 2015 - 02:35 PM.


#15 technonymous

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Posted 06 October 2015 - 10:25 PM

Yes if you turn on logging it would create a log inside the outlook directories somewhere or create a custom event viewer log. Event viewer is in control panel, performance and maintenance, Administrative tools, computer management or open event viewer snap-in from inside Administrative tools.

 

Go ahead and let it remove the ism.exe it's in a temp file and safe to delete.

 

There isn't a lot of information on this error. Whatever is damaged in outlook or in the registry is not working well with the kernel. No surprise there. You have to understand that you're using a email client from 2003 it is severely outdated that likely had numerous kb hotfixes over the years beyond the service packs. You have no backup, no restore point, no office cd, or XP cd. Viruses can be very destructive. As far as running Combofix, FRST, etc A person from the Bleepingcomputer malware team can help you with that. I cannot because I am not a member of the malware team. You need to make a post in those threads. Since you had Kaspersky running on the system I believe we're seeing the aftermath of past viruses. Since you have found a few remains I suggest you do create a new thread just to be sure.

 

I would suggest reinstalling outlook if you can and reinstall sp1. http://www.microsoft.com/en-us/download/details.aspx?id=9508 Someof these service packs actually replace the kernel32.dll so there is definitely something wrong with outlook 2003 and the kernel back then. As I said previously you may have to get Windows 7 and put this behind you.


Edited by technonymous, 06 October 2015 - 10:29 PM.





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