Crash in GranularRestore.exe when loading mailbox items using the Granular Restore Option (GRO).


When loading a certain users mailbox, the Granular Restore Option (GRO) crashes. The mailbox in question cannot be restored using GRO. Figure 1 below shows the error that appears in the Windows application event log when the issue occurs.

Figure 1:

Error Message

Faulting application name: GranularRestore.exe, version:, time
stamp: 0x4f5d9ff6
Faulting module name: MSVCR80.dll, version: 8.0.50727.6195, time stamp: 0x4dcddbf3
Exception code: 0xc0000005
Fault offset: 0x000149d1
Faulting process id: 0x%9
Faulting application start time: 0x%10
Faulting application path: %11
Faulting module path: %12
Report Id: %13


A supported hotfix has been made available for this issue. Please contact Symantec Technical Support to obtain this fix. This hotfix has not yet gone through any extensive Q&A testing. Consequently, if you are not adversely affected by this problem and have a satisfactory temporary workaround in place, we recommend that you wait for the public release of this hotfix.

Terms of use for this information are found in Legal Notices.



Did this article answer your question or resolve your issue?


Did this article save you the trouble of contacting technical support?


How can we make this article more helpful?

Email Address (Optional)