Outlook 2007 crashes when scrolling through a TIF in preview pane

M

mister.jones

When I scroll through attached TIF-images in Outlook 2007, Outlook crashes
and restarts.
Is there some way to inform MS about this bug or even to get a patch?
 
L

Leon Hao [MSFT]

Hi,

I am afraid I feel a little confused by your description. You said when
scrolling through attached TIF file, do you mean you just scroll through
this mail message without open it or you mean, you opened the TIF
attachment, and scroll it to view the content? Please tell me the detail
steps and scenarios.

Meanwhile, I cannot find any known issue regarding this situation right
now. Would you please try the following suggestions and tests to narrow
down?

# Suggestion - downgrade hardware acceleration

1. Click Start, and then click Control Panel.
2. Click Appearance and Themes.
3. Click Display.
4. On the Settings tab, click Advanced.
5. On the Troubleshoot tab, move the Hardware acceleration slider control
to the third position (from the left), and then click OK.
Note: The following message is the description for this position:
Disable all DirectDraw and Direct3D accelerations, as well as all cursor
and advanced drawing accelerations. Use this setting to correct severe
problems with DirectX accelerated applications.
6. Click OK to close the Display Properties dialog box.

More information, please refer to:

835262 You receive an error message and then the program quits unexpectedly
http://support.microsoft.com/?id=835262

# Test 1 - eliminate the possibility of source file damage

Please save this TIF file to a local folder and see if you can open it
without a problem

# Test 2 - eliminate the possibility of corrupted e-mail message

If the Email message which contains the TIF attachment is corrupted, this
may occur.

# Test 3 - test in Outlook safe mode

Outlook Safe Mode can narrow down issues which are caused by any
extensions, corrupted resources, files, registries, or templates.

1. Click Start | Run.
2. In the Open box, type: "Outlook /safe" (without the quotation marks)
Notes: There is a space character between Outlook and the forward slash (/).
3. Click OK.

Please tell me the test results and provide some additional information:

1. Does this occur on another e-mail message that attaches another TIF
file£¿
2 Does this occur when the attachment is not TIF file?
3. Does this occur on another user account? What about a new one?
4. Does this occur on another machine?
5. You have mentioned "crash", please provide error message with a
screenshot.
6. Please provide application event log.
** Collect Application Event log
-------------------------------
1. Click Start>Run
2. Type "eventvwr" (without the quotation marks) and click OK.
3. Right click on the Application, and click Save Log File As¡­
4. Save it as TXT file format and send it as e-mail attachment.(Do not save
as EVT file format.)
------------------------------

Here is my Email address: <[email protected]>


Regards,

Leon Hao

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
====================================================
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that others may learn and benefit from your issue.
====================================================
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L

Leon Hao [MSFT]

Hi,

I have used your sample file to test on my side, but cannot reproduce this
issue. Everything seems fine. I can scroll the picture in the reading pane
smoothly.

At this point, I would like to suggest as below:

* Repair Office
===========

1. Click Start>Control Panel
2. Double click Add / Remove Programs, and highlight Microsoft Office 2007,
then click Change.
3. Choose Repair then click Continue.
4. Wait for the process to finish, and check if this issue is resolved.

* Perform a Clean Boot in Windows XP
======================

1. Click Start>Run, type "msconfig" in the Open box (without the quotation
marks), and then click OK.
2. On the General tab, click Selective Startup, and then clear the Process
System.ini File, Process WIn.ini File, and Load Startup Items check boxes.
You cannot clear the Use Original Boot.ini check box.
3. On the Services tab, select the Hide All Microsoft Services check box,
and then click Disable All.
4. Click OK, and then click Restart to restart your computer.
5. After Windows starts, determine whether the symptoms still occur.

If it works fine after Windows clean boot, please obtain the detailed
troubleshooting steps in our KB article:

310353 How to perform a clean boot in Windows XP
http://support.microsoft.com/default.aspx?scid=kb;EN-US;310353

Please try the suggestions and see if it helps.


Regards,

Leon Hao

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.
 
M

mister.jones

That's strange. I can reproduce it on two different computers.
Both running Vista, one is a fresh install with nothing on it except
drivers, MS Office 2007, Real Player and Flash Player. One is a laptop with
Nvidia (without Aero), one is a desktop with ATI graphics (with Aero).
I just open a new mail message, drag the image in, close and save. Then I go
to the Drafts folder, single click on the message, single click on the
attachment and scroll down in the preview pane. (Of course window must be
small enough to enable scrolling.)
This works even after the "selective startup" you proposed, in a new user
account, with Outlook being opened for the first time.
I am quite sure this must be reproducible.
Best regards
 
L

Leon Hao [MSFT]

Hi,

Based on your detailed description, I have done some further tests, and
have reproduced this issue on our side. It seems that as long as the main
Outlook 2007 window is small enough for that picture to be scrolled, this
issue may occur.

I have already reported this issue to our dev team, and they are currently
doing research on it. I am sorry for the inconvenience this may cause.

Meanwhile, I have found a way to prevent this from happening, but this is
not a final resolution, it's just a workaround: you only need to compose
the e-mail as Rich Text format. In this way when the TIF is attached,
single-click it will not show the picture in the preview pane, and thus
prevent the crash.


Regards,

Leon Hao

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.
 
M

mister.jones

Meanwhile, I have found a way to prevent this from happening, but this is
not a final resolution, it's just a workaround: you only need to compose
the e-mail as Rich Text format. In this way when the TIF is attached,
single-click it will not show the picture in the preview pane, and thus
prevent the crash.
Click to expand...

Ok, thanks. Only that I am _receiving_ these kinds of mails, but I will see
what I can do :)
And thanks, Leon, for all your effort!
Best regards
mister.jones
 
L

Leon Hao [MSFT]

Hi,

Thanks for all your kind words :)

I am sure our dev team will take a look into this. I will keep my eyes on
this interesting event and update with you whenever some progress is made.

Again thanks for posting here to inform us about this.


Regards,

Leon Hao

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.
 
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