none
Internet Explorer 11 / Microsoft Office16 Addons RRS feed

  • Question

  • We have had strange issues with Internet Explorer crashing starting 7/1/2017. Our computers are running Windows 7 (32bit/64bit) with IE 11 and Office 2016. It's not happening to everyone in our organization - affecting about 10 users out of 250. Event log references different "Faulting processing IDs". (few examples of errors we are receiving below)

    Error details from IE:

    Problem signature:
      Problem Event Name: BEX
      Application Name: UcMapi.exe
      Application Version: 16.0.8229.2073
      Application Timestamp: 594d206a
      Fault Module Name: StackHash_0a9e
      Fault Module Version: 0.0.0.0
      Fault Module Timestamp: 00000000
      Exception Offset: 41002d00
      Exception Code: c0000005
      Exception Data: 00000008
      OS Version: 6.1.7601.2.1.0.256.48

    Error in event log:

    Faulting application name: iexplore.exe, version: 11.0.9600.18698, time stamp: 0x59189c94
    Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
    Exception code: 0xc0000005
    Fault offset: 0x00000000
    Faulting process id: 0x90c
    Faulting application start time: 0x01d2fa5dc3aa8ff1
    Faulting application path: C:\Program Files\Internet Explorer\iexplore.exe
    Faulting module path: unknown
    Report Id: 0a88c1f9-6651-11e7-b8e8-b8ca3aa0f6f4

    Faulting application name: iexplore.exe, version: 11.0.9600.18698, time stamp: 0x59189c94
    Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
    Exception code: 0xc0000005
    Fault offset: 0x00000000
    Faulting process id: 0x1744
    Faulting application start time: 0x01d2fa5d9c5be4f9
    Faulting application path: C:\Program Files\Internet Explorer\iexplore.exe
    Faulting module path: unknown
    Report Id: daca96f9-6650-11e7-b8e8-b8ca3aa0f6f4

    Below are the add-ons I disabled and IE had no issues opening-

    Name:                   NameCtrl Class
    Publisher:              Microsoft Corporation
    Type:                   ActiveX Control
    Architecture:           32-bit
    Version:                16.0.8229.2073
    File date:              ‎Monday, ‎July ‎10, ‎2017, ‏‎10:37 AM
    Date last accessed:     ‎Today, ‎July ‎14, ‎2017, ‏‎48 minutes ago
    Class ID:               {E18FEC31-2EA1-49A2-A7A6-902DC0D1FF05}
    Use count:              1706
    Block count:            0
    File:                   Interceptor.dll
    Folder:                 C:\Program Files (x86)\Microsoft Office\root\Office16

    Name:                   SharePoint Stssync Handler
    Publisher:              Microsoft Corporation
    Type:                   ActiveX Control
    Architecture:           32-bit
    Version:                16.0.8229.2073
    File date:              ‎Monday, ‎July ‎10, ‎2017, ‏‎10:37 AM
    Date last accessed:     ‎Thursday, ‎June ‎29, ‎2017, ‏‎9:56 AM
    Class ID:               {BDEADEF5-C265-11D0-BCED-00A0C90AB50F}
    Use count:              732
    Block count:            0
    File:                   Interceptor.dll
    Folder:                 C:\Program Files (x86)\Microsoft Office\root\Office16

    I run IE without Add-ons and it works without any issues. So I started doing a process of elimination and the culprit seems to be add-ons for Microsoft Office 2016. The issue with disabling these add-ons is that it causing issues with using our SharePoint site. 

    Has anyone else experienced this issue or has a permanent fix?

    I redeployed office 2016 from our server and it installs an older build of Office 2016 which works great with those addons enabled. HELP :)

    Working version of Office with addons = 16.0.6965.21.05

    Friday, July 14, 2017 2:39 PM

All replies

  • Hi,

    what are your users trying to do when they cause IE to crash? eg... opening a link in an email in Outlook desktop. opening a link from a sharepoint site.

    If it is only affecting 10 in 250 users then it is likely to be an IE security zone setting or the 'Protected Mode' setting or one of their other third-party addons.

    Compare on working and faulting clients the settings for

    Internet Options>Security tab, users should be using the defaults...click "Reset all zones to default".

    Advanced tab>Security section

    "Enable Enhanced Protected Mode" and "Enable 64 bit processes for enhanced protected mode".

    .... make sure you re-enable the office and sharepoint IE addons.


    Rob^_^

    Friday, July 14, 2017 8:17 PM
  • Thanks for your reply Rob. The issue/error happens immediately when opening IE 11.

    We found that the issue is when IE 11 is running with compability mode turned on and NameCtrl Class is enabled.

    If we disable NameCtrl add on and leave compatibility mode on then everything works perfect.

    We were running a few months with 2016 without any issues until the beginning of the month so that is why we figured it was an update that caused the issue.

    Wednesday, July 19, 2017 8:56 PM
  • We found that the issue is when IE 11 is running with compability mode turned on and NameCtrl Class is enabled.

    1. Is that occurring on 64bit machines only?

    2. what are your users trying to do when they cause IE to crash? eg... opening a link in an email in Outlook desktop. opening a link from a sharepoint site.

    Regards.


    Rob^_^

    Friday, July 21, 2017 1:27 AM
  • 64bit and 32bit machines with IE 11 and specifically Office 2016.

    The users are opening IE to start their day by clicking on the IE shortcut and if our sharepoint site is one of their tabs then IE crashing. Our portal uses the NameCtrl Class addon.

    Friday, July 21, 2017 1:17 PM
  • Hi,

    Please test using noAddons mode or InPrivate mode... BEX errors are associated with incompatible third-party Addons not MS Office Addons.

    noAddons - winkey+r>iexplore.exe -extoff [url]

    inPrivate - winkey+r>iexplore.exe -private [url]

    Regards.


    Rob^_^

    Friday, July 21, 2017 10:52 PM
  • Another TechNet thread user informed me of the following:

    -------------------------
     We have also had an issue with the “NameCtrl Class” plug-in. It was caused by an Office update I believe. The issue seems to be with registration of the name.dll file in the system. 

    On some computers, after some Office updates, the “NameCtrl Class” plug-in uses “Interceptor.dll” file instead of the “name.dll” , but according to Microsoft the “name.dll” is the file to be used:

    https://msdn.microsoft.com/en-us/library/office/ms455335(v=office.14).aspx

    It looks like as long as the NAME.DLL from "C:\Program Files (x86)\Microsoft Office\root\Office16\"  folder is registered, using the below command:

    regsvr32 "C:\Program Files (x86)\Microsoft Office\root\Office16\name.dll"

    …everything is working fine. 

    After running the mentioned above command, the “name.dll” is used by the plug-in.

    -------------------------------------

    I followed his advice and registered name.dll and this fixed our IE crashing issue. When I went back to the add on it referenced name.dll instead of interceptor.dll

    I then proceeded to run office 16 updates and when updated were completed it reverted back to using the interceptor.dll

    Friday, July 28, 2017 4:53 PM