OL2002: Outlook Stops Responding in the Mso.dll File When You Open a Message That Is Archived with Third-Party Software

Hotfix Download Available
View and request hotfix downloads

View products that this article applies to.

SYMPTOMS

If you right-click a message that only contains an attachments stub and is archived with third-party software, Outlook 2002 may stop responding (crash) in the Mso.dll file.

Back to the top

The problem occurs because the third-party program deletes the attachment properties in the message. This causes the attachment to be inaccessible in the message, and the attachment is then inaccessible to users.

Back to the top

RESOLUTION

Service Pack Information

This problem is corrected in Office XP Service Pack 3.

To resolve this problem, obtain the latest service pack for Microsoft Office XP. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

307841 (http://support.microsoft.com/kb/307841/ ) How to obtain the latest Office XP Service Pack

Back to the top

Hotfix Information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support (http://support.microsoft.com/contactus/?ws=support)

Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

The global version of this hotfix has the file attributes (or later) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

   Date         Time    Size       File name
   ----------------------------------------------
   13-Dec-2002  13:33   2,347,904  Outlook.msp
   13-Dec-2002  15:18   5,207,944  Outlookff.msp

After the hotfix is installed, the following files will have the listed attributes or later:

   Date         Time       Version        Size       File name     
   -------------------------------------------------------------
   08-Aug-2002  19:22      10.0.4406.0     137,800   Impmail.dll
   12-Sep-2002  19:52      10.0.4510.0     47,688    Outlook.exe
   19-Sep-2002  13:23      10.0.4517.0     105,032   Envelope.dll
   11-Oct-2002  14:14      10.0.4608.0     92,744    Outlmime.dll
   08-Nov-2002  13:47      10.0.4705.0     121,416   Outlph.dll
   14-Nov-2002  17:14      10.0.4712.0     539,208   Outlcm.dll
   25-Nov-2002  10:50      10.0.4721.0     47,688    Recall.dll
   13-Dec-2002  00:58      10.0.4810.0     346,696   Exsec32.dll
   13-Dec-2002  00:58      10.0.4810.0     6,314,568 Outllib.dll

Back to the top

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section of this article.

This problem was first corrected in Office XP Service Pack 3.

Back to the top

MORE INFORMATION

On most of the clients, you can click this type of message. The hotfix avoids the problem by inserting "Untitled" as the attachment name when this property is missing. On computers that do not experience the problem, you do not see an attachment context menu. On computers that do experience the problem, you see the attachment context menu with an attachment named "Untitled."

Back to the top