Avast 5.0 plug-in crashes Outlook 2007

Avast Free Antivirus / Premium Security
1

Hi,
I am running the release version (any prior versions i.e. Beta were uninstalled prior):
Engine: 100401-0
Program current version: 5.0.462
Operating System: Windows 7 Ultimate 64-bit with all Updates.
Office w/Outlook 2007 - connecting to 6 pop3 accounts and 3 hotmail and one msn account using Outlook Connector (lastest version).

I would post this in the other Outlook 2007/plug-in topic - but my problem is different - toolbar is present though functionality seems broken - see below.

Problem has happened multiple times over last week:
While selecting email in one of the hotmail accounts - not positive of relation but a feeling it may be related - last occurrence happened attempting to open a Facebook notification email message.
Result:
Outlook 2007 CRASHES - Dead, gone… It restarts itself and presents an image (attached) with the following text: “Outlook experienced a serious problem with the ‘avast! antispam’ add-in. If you have seen this message multiple times, you should disable this add-in and check to see if an update is available. Do you want to disable this add-in?”

A secondary observation / bug:
The white-list option does not function any more. During the Beta, my comment would be it was poorly designed - I had to open an email before I could white-list it. The Whitelist button would stay disabled on the toolbar at all times. ONLY by opening an email was the whitelist box in the email itself enabled.
Now with the current build - this Whitelist button never seems to be enabled at any time in either the toolbar or the email itself, whether I open an email or not - I cannot ‘white-list’ any more emails.

In the other topic, someone asked for the AsOutExt.log - There are No entries besides ‘started’ and ‘stopped’ in log.
Here are the recent entries since 3/21:


3/21/2010	8:15:41 PM	AsOutExt started
3/21/2010	8:18:24 PM	AsOutExt started
3/22/2010	3:46:19 AM	AsOutExt stopped
3/22/2010	3:49:10 PM	AsOutExt started
3/27/2010	2:12:44 AM	AsOutExt stopped
3/29/2010	9:33:35 AM	AsOutExt started
3/31/2010	7:22:37 AM	AsOutExt started
3/31/2010	8:21:09 AM	AsOutExt started
4/1/2010	8:36:00 PM	AsOutExt started
4/1/2010	8:52:10 PM	AsOutExt started

Looking in the Event Viewer - I found these entries for the last crash (with system data minus machine ID, followed by general info):


System 
  - Provider 
   [ Name]  Application Error 
  - EventID 1000 
   [ Qualifiers]  0 
   Level 2 
   Task 100 
   Keywords 0x80000000000000 
  - TimeCreated 
   [ SystemTime]  2010-04-02T01:51:01.000000000Z 
   EventRecordID 15143 
   Channel Application 

Faulting application name: OUTLOOK.EXE, version: 12.0.6514.5000, time stamp: 0x4a89dc70
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x00000000
Faulting process id: 0x334
Faulting application start time: 0x01cad204d7b2ce69
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office12\OUTLOOK.EXE
Faulting module path: unknown
Report Id: 3056fbcc-3dfa-11df-8497-001cc0fe422d

followed by


System 
  - Provider 
   [ Name]  Application Error 
  - EventID 1000 
   [ Qualifiers]  0 
   Level 2 
   Task 100 
   Keywords 0x80000000000000 
  - TimeCreated 
   [ SystemTime]  2010-04-02T01:51:01.000000000Z 
   EventRecordID 15143 
   Channel Application 
 ID: 6, Application Name: Microsoft Office Outlook, Application Version: 12.0.6514.5000, Microsoft Office Version: 12.0.6425.1000. This session lasted 903 seconds with 240 seconds of active time.  This session ended with a crash.

next:


System 
  - Provider 
   [ Name]  Microsoft Office 12 
  - EventID 2000 
   [ Qualifiers]  0 
   Level 2 
   Task 0 
   Keywords 0x80000000000000 
  - TimeCreated 
   [ SystemTime]  2010-04-02T01:52:10.000000000Z 
   EventRecordID 15147 
   Channel Application 
- EventData 
   Microsoft Office Outlook 
   Outlook experienced a serious problem with the 'avast! antispam' add-in. If you have seen this message multiple times, you should disable this add-in and check to see if an update is available. Do you want to disable this add-in? 
General tab said: "Accepted Safe Mode action : Microsoft Office Outlook."

I answer ‘No’ each time as I desire to use this anti-spam… although if you folks cannot fix the Whitelist button - it is Useless… I am getting about 70% of my email sent to the Junk folder Incorrectly with currently no way to get it on list.??
I have verified all updates installed - manually rebooted this morning - was shut down over night, so definitely clean start this morning.

Please, pretty please… - I NEED this resolved fast - program says it will expire in 6 days - and I am not going to buy it if it does not work… I have used your Home Free for many years - love it - the redesign does take getting used to - only flaw I can find is NO About box - took me a long time to figure out product version was shown on Summary page…

If you need more info - contact me… I am a laid-off .NET/C++ software engineer and have 12+ years Beta testing and debugging - would be glad to help as much as I can…

Thanks Todd

2

Maybe reducing the sensibility of the spam detection could avoid sending legitimate email to junk folder.
The whitelist is working for me, although the plugin crashes even boot or another.
Next week we’ll have a beta update with debug options for the plugin.

Maybe you could ask for an extra testing period to sales (at) avast (dot) com

3

Here is an issue I have with Avast 5 Free and Outlook 2007:

Faulting application name: OUTLOOK.EXE, version: 12.0.6514.5000, time stamp: 0x4a89dc70 Faulting module name: ashOutXt.dll_unloaded, version: 0.0.0.0, time stamp: 0x4bc5ef31 Exception code: 0xc0000005 Fault offset: 0x64f09ac7 Faulting process id: 0xfb0 Faulting application start time: 0x01caecc3b940580e Faulting application path: D:\PROGRA~1\MICROS~1\Office12\OUTLOOK.EXE Faulting module path: ashOutXt.dll Report Id: f776f2be-58b6-11df-8b33-0016e6dbbdf4

The scenario is this. I am in Windows 7 Explorer browsing through some picture (.jpg) files and right click a picture, select “send to mail recipient”, then click “attach”… Outlook launches in the background to create the email message, but I get a Windows 7 error indicating Outlook has stopped working. The above error is logged.

If I go into Outlook and disable the Avast Plug in for Outlook, the error does not occur and I can email pictures from the Explorer file browsing window.

I am running Windows-7 Professional - 64Bit

Tried 5.0.542 Beta. Same results.

Any guidance on this issue?

Thanks.

4

Replying to say ‘Thanks’ - it took a couple tries but they did send me an extended key.

The final result: I Uninstalled. I could not accept the problems and limitations of the full Internet Security version. I have installed the free home version and am now contemplating uninstalling it.
The Office 2007 problems appear to be gone after switching to the free home version - but so is the Avast email bar - what, the free version has no Outlook bar???

I am unsure if Avast is the cause - but I continue to have problems with my OS - Windows 7 - that I never had before version 5. For one, Adobe Flash now crashes consistently in IE, Chrome and Firefox - related - unknown - could be some change in Facebook/Mafia Wars whose use of Flash is causing this - I have no idea - but I Do know none of my fellow FB users who are not using Avast - are not having problems… Guess its time to full uninstall for a test.

5

mnswiftone,
I am sorry for your problems, but should you decide to test our latest build of the AIS we might be able to help you much more as the newest build contains many outlook plugin fixes as well as improved logging capabilities (avast>settings>maintenance>enable debug logging) and crash dump file generation - we can use such crash dumps to analyze exactly where and how the plugin crashed.

6

I did enable debug logging as advised. Haven’t figured out exactly where the debug log is written or what its called, though. I’ll gladly post the log once I find it - assuming one is created when the error occurs.

7

jesbo,
depending on your windows version the directory is
c:\Documents and Settings\All Users\Application Data\Alwil Software\Avast5\Log (WinXP)
C:\ProgramData\Alwil Software\Avast 5\Log (Vista, Win7)

Now inside this directory you will find asOutExt.log - this file logs the activity of asOutExt.dll (the outlook toolbar). In case of Outlook crashing you should also see a crash dump file here. The crash dump file is called unp.mdmp Also when you look into the log file it should have a line saying something like “CRASH occured, generating dump file”. These are the files we need to resolve any issues.

8

k.u.r.t…

Thanks for the info. I had suspected it might be in the C:\ProgramData\Alwil Software\Avast 5 area… But looking there, there is no “Log” subdirectory… even though I have turned the logging on as you directed.

I am running Win7 64-bit, Avast Free version.

I’ll manually create a Log sub-dir and see what happens.

9

I am running Windows 7 / Outlook 2007 Exchange Server / Avast 5.0.545 and I am having exactly the same problem with Outlook crashing 5 or 6 times per day & giving the same error message that suggests that I disable the Avast Add in (I am not having the spam problem).
I am resisting uninstalling Avast but this problem is getting very irritating and costs time as Outlook has to re-start each and every time; is there no simple solution - other than junking Avast?
Tony Teague

10

Thanks k.u.r.t - I downloaded it, tried installing and well, the license key was expired… I’ll try replying to the first replacement key email - if they send a new extension I will try again. Didn’t want the hassle of asking/begging again so right now I’m running MS Security Essentials - its free, got high ratings but gee - no firewall, no info, no email? - I like your UI better… maybe.

Todd

11

Tony,
I would very much like to help you resolve your problem and hopefuly thus also helping many of our other users who might experience the same issues. That is the whole purpose of this very forum.

Can you please follow my instructions higher up in this thread to turn on the debug logging, stop outlook, restart it and make it crash and then send me your asoutext.log together with any potential unp*.mdmp files? Please note that if you do not see the log folder mentioned above it might be due to your folder settings. Some folders can only be seen after you set the “Show hidden files and folders” option from the folder’s “Tools > Folder Options > View”. Anyway whether a folder is hidden or not, it will always show up if you copy and paste the address I provided here directly into the location bar of the folder window.

Looking forward to hearing from you soon.

Todd,
please keep me posted on how you are getting on and do not hesitate to ask for assistance if the need be, this is what we are here for :wink:

Jesbo,
it is highly suspicious if you cannot see the log folder, it needs to be therem I think that you are probably not in the right folder. Please copy and paste the address from one of my previous posts.

12

Greetings all.
What ended up being the conclusion here?
I’ve recently migrated from ESET to Avast, and my Outlook crashes deliberately
Any smart updates or workarounds?
Am business client, so i need the setup to work!!

Chris

13

@ProjectPoint and k.u.r.t

I emailed Avast Sales again on 5/20/2010 @ 2:10AM CST, requesting another extension, another trial key so I could generate a dump file as Kurt suggested - no reply.
Guess its ‘one trial extension only’…?

Here is the email just in case Kurt or anyone would like to know what I said/asked in my reply to the original ‘avast support center’ response with the first extension key (I even left the TOV-# so they could look up my request):

Hello,

I still been having problems with your program, and uninstalled and tried updating per k.u.r.t 's suggestion on the forum only to discover it wouldn’t take the key again - says its expired. Been trying MS security essentials - prefer Avast as it tells a whole lot more of what’s happening… MSSE only updates every couple days - just doesn’t make me feel safe like Avast did.

Any chance on getting another trial key? I am unemployed and cannot afford this program any way unless I am absolutely certain it is stable… Your guy k.u.r.t did suggest I try the latest build - Per his post - the new build has ‘debug logging and crash dump file generation’ - sure would be nice to help you folks fix this bug - maybe get me a free for life key if I can help you find the bug? (cannot hurt to dream - right?)…

Thank you,
Todd Nelson

k.u.r.t’s post:

<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<

I’ve been a Beta tester for Microsoft (every OS released), Avast and others for many years (nothing currently), since 1997 - I thought they’d send a new key, but not even a reply.

I am still running MS Security Essentials - free AV, not as good as Avast in my opinion - not very technical, poor at updating itself, and does not have the nice user-setting technical menus like Avast…

So - Kurt - got some pull with support, want me to test it again - I miss the Avast ‘safe’ feeling I had… I really don’t want to have to try and request another free key since they didn’t reply to my second request…??? I am running Avast ‘free’ edition on every PC in my house not running 64-bit Windows 7 like me - they all run great. (And yes, I am still unemployed - too bad you don’t hire telecommuting software engineers - or do you???)

Todd

14

Was this problem fixed? I have the same problem and had disable the add-in to avoid crashing every time a third party program called out to Outlook.

15

I had to turn off Avast spam checker add-on to Outlook 2007 SP2 MSO running in Vista Business SP2.

As long as Avast is checking for viruses, I’m happy. I’m not all that subject to spam.(yet)

But for edification of the group, the occured each time I clicked “Forward”.
Here’s my system error, if it helps at all:

Problem signature:
Problem Event Name: APPCRASH
Application Name: OUTLOOK.EXE
Application Version: 12.0.6539.5000
Application Timestamp: 4c12486d
Fault Module Name: asOutExt.dll
Fault Module Version: 5.0.677.0
Fault Module Timestamp: 4c8650d1
Exception Code: c0000005
Exception Offset: 00003001
OS Version: 6.0.6002.2.2.0.256.6
Locale ID: 1033

Additional information about the problem:
LCID: 1033
Brand: Office12Crash
skulcid: 1033

Please DO post when resolutions are found.

16

Just checked back to see if any new news. My Outlook 2007 still crashes if it is invoked by any other program and is not already running (i.e. it has already loaded the Avast plug-in).

My only workaround is to launch outlook manually from Windows before using any other software that might invoke outlook. This issue has been around forever. I don’t understand why Avast has not fixed the outlook plug-in so it loads properly when outlook is invoked by other software.

17

I just installed the new 5.1 Beta and the the outlook plug-in issue seems to be resolved. I’m happy and looking forward to the new release. ;D

**** Update ****
I think I spoke too soon. It worked the first time after a reboot. But subsequent attempts to invoke outlook from an external program (like explorer) failed. Outlook crashes while loading the avast plug-in.

I’ll probably upgrade to the new version, but the Outlook issue, unfortunately is not resolved. :frowning:

18

Thanks for the update Jesbo.

I was contemplating trying again, but never did get a reply from k.u.r.t after I stated my second request for an extension to the trial key - had no reply from Avast, and after waiting 4 months I gave up.

So - k.u.r.t - Are you reading these? I’ll be glad to help if you can get me a trial key again!!!
Reply to my email used with this forum or send a message or something…

Kind of hard to supply a dump file as he requested if I cannot install it… and I SO LOVE to help Beta and bug-fix!!!

I so prefer Avast - hopefully they’ll fix this issue soon.

Todd Nelson
Intel DP55WB, 2.8GHz I7/860cpu, running Windows 7 64-bit, Office 2007, MS VS 2008Pro/2010WebDev
8GB DDR3, 2.8 TB Hard drive space, GTS 250 on dual 21’ monitors.

19

Ever since I installed v5 it crashes everyday with the antispam plugin

AsOutExt file:

11/22/2010 11:16:07 AM avast! Antispam encountered an error no. 00000025. Returned code: 00000000
ABOUT 50 MORE BETWEEN THESE TWO.

12/10/2010 4:21:55 PM avast! Antispam encountered an error no. 00000025. Returned code: 00000000