Outlook 2010 hangs when loading the Enterprise Vault (EV) Add-In

  • Modified Date:
  • Article ID:000081304


Intermittently Outlook 2010 hangs on the splash screen when loading the EV add-in.

Error Message

There is no error presented to the end user. The behavior is for the splash screen for Outlook to stay at the same point as shown below:

A memory dump of the Outlook.exe process, whilst it is in a hung state, reveals the following stack:

00 0038dd28 77008df4 000010c8 00000000 00000000 ntdll_76fd0000!NtWaitForSingleObject+0x15
01 0038dd8c 77008cd8 00000000 00000000 00000000 ntdll_76fd0000!RtlpWaitOnCriticalSection+0x13e
02 0038ddb4 73c246b2 73c33720 1fee97a3 0038dea4 ntdll_76fd0000!RtlEnterCriticalSection+0x150
03 0038de70 73c2647f 0038df04 00000000 0635c720 cryptsp!CryptAcquireContextA+0x40f
04 0038ded4 6b782aa8 0038df04 00000000 005fdf98 cryptsp!CryptAcquireContextW+0x97
WARNING: Stack unwind information not available. Following frames may be wrong.
05 0038dfb4 75292121 00000080 06ea0048 00000000 EVSecurityWrapper!CCryptoKey::DeriveKey+0x948
06 0038dfec 6b785a66 0637d9a8 007658c8 00000090 kernel32!RegCloseKey+0xd4
07 00765cd0 a57fe936 d753de73 2fc64ec9 1f101d96 EVSecurityWrapper!DllUnregisterServer+0x766

To gather a memory dump:

  • Open Task Maager.
  • Find the Outlook.exe process.
  • Right click on the Outlook.exe process and click on Create Dump File.

Note:- This scope of this article does not provide instructions on how to analyze the memory dump.



This issue has been addressed in the following release:

Enterprise Vault 10.0.4 - Release Details


Applies To

Windows 2008 R2 SP1 Terminal Services

Windows 7 Client (All versions)

Outlook 2010 (All versions)

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)