I have one user where this problem happens most frequently, but others have also reported the problem to varying degrees. This issue started out with users reporting that their clients were crashing when they unlocked their workstations while they had the Change Management Console from ITSM 7 open. According to BMC Support, this was a known defect that was fixed in Patch 7 of the 7.0.1 Remedy User client.
I went with Patch 9 on v7.0.1, and that appeared to resolve the issue for the majority of users. I have at least three users who are still having problems. I did more research with one of these users, and also found the crash also takes place when they are changing their Proxy settings in IE or open their Control Panel and look at their Network settings. The file named in the crash (mshtml.dll) keeps leading me to believe the source of the problem might be with a Data Visualization field. There is a DV field on the Change Management Console of ITSM 7 that references a Flashboard object. However, I cannot locate why a small group of users are experiencing these problems while the majority go about their days without any issue. James Van Sickle Remedy Developer Office: 972-409-4902 Mobile: 214-399-1254 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Reinfeldt Sent: Friday, September 19, 2008 10:48 AM To: [email protected] Subject: Re: [ARSLIST] User crashes on mshtml.dll James, Is this isolated to a single user's machine? If so, have you explored re-imaging the machine and then using a new UT installation? I know it sounds extreme, but it is sometimes quicker to do for a one-off, hard to reproduce, possibly OS or 3rd Party Software related issue. :-) Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of VanSickle, James W Sent: Friday, September 19, 2008 10:14 AM To: [email protected] Subject: User crashes on mshtml.dll ** Fellow ARSListers I have been working with BMC Support about this issue, and have been able to get very far. Has anyone seen this error message before and found either a potential cause or fix for it. The users who are getting the below message are running Windows XP Professional with Service Pack 2. I have tried the Remedy User clients 7.0.1 Patch 4, 7.0.1 Patch 9, and 7.1 Patch 4. In each case, the problem returns. During each installation, I delete all remaining files and registry settings of the previous Remedy client. The client appears to be crashing mostly when the user has the Remedy client minimized and is working in other programs. Those other programs vary from Microsoft Word, MS Excel, and Internet Explorer. When he is using IE, the user is only going to news sites of major online papers (no fancy blogs, online applications, or sites with questionable security). The only consistency in this situation is the below error message we keep finding in the Event Viewer. The crash appears to happen at completely random intervals too, and I cannot find any action they are consistently taking to cause the crash. Faulting application aruser.exe, version 7.1.0.4, faulting module mshtml.dll, version 6.0.2900.3395, fault address 0x00120911. Any information would be greatly appreciated. The hardware and software requirements of the workstation fall within the compatibility matrix's recommendations. The Remedy server itself is using ARS 7.0.1 Patch 4 with ITSM 7.0.2 Patch 4. James Van Sickle Remedy Developer Office: 972-409-4902 Mobile: 214-399-1254 ________________________________ This email and its attachments, if any, are intended for the personal use of the named recipient(s) and may contain confidential, privileged, or proprietary information. If you are not a named recipient, or an agent responsible for delivering it to a named recipient, you have received this email in error. In that event, please (a) immediately notify me by reply email, (b) do not review, copy, save, forward, or print this email or any of its attachments, and (c) immediately delete and/or destroy this email and its attachments and all electronic and physical copies thereof. Thank you. ________________________________ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _____________________________________________________________________________________ This email and its attachments, if any, are intended for the personal use of the named recipient(s) and may contain confidential, privileged, or proprietary information. If you are not a named recipient, or an agent responsible for delivering it to a named recipient, you have received this email in error. In that event, please (a) immediately notify me by reply email, (b) do not review, copy, save, forward, or print this email or any of its attachments, and (c) immediately delete and/or destroy this email and its attachments and all electronic and physical copies thereof. Thank you. _____________________________________________________________________________________ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
