WLM 2012 Started Crashing when Sending Emails

Starting several days ago, WLM 2012 (16.4.3528.0331) began crashing when sending/forwarding emails. Not every time, maybe 10% of the time. I've posted an Event Viewer entry at the end of this post. This is on a Win7 Pro x64 desktop. I am current with all MS critical updates EXCEPT the 1 that showed up first thing Wednesday morning. With this WLM problem already present, I did not want to introduce another variable.


I looked back through the Event Viewer and found 4 occurrences:


09/15 - 1 10:00:14PM
09/23 - 1 7:07:38PM
09/24 - 2 10:37:39AM 2:23:04PM


After the 1st occurrence Wednesday morning, I went into Control Panel --> Uninstall or change a program --> Windows Essentials 2012 --> Repair all Windows Essentials programs. It did not help. Shortly after, I got the second error.


I have not installed any new programs or done any updates since before the first error on 09/15.

Here is the Event Viewer entry from the first error Wednesday, 09/24:


Log Name: Application
Source: Application Error
Date: 09/24/2014 10:37:39 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: lenovoM83
Description:
Faulting application name: wlmail.exe, version: 16.4.3528.331, time stamp: 0x533a3fce
Faulting module name: MSMAIL.DLL, version: 16.4.3528.331, time stamp: 0x533a408a
Exception code: 0xc0000005
Fault offset: 0x0002f015
Faulting process id: 0x%9
Faulting application start time: 0x%10
Faulting application path: %11
Faulting module path: %12
Report Id: %13
Event Xml:
< Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2014-09-24T14:37:39.000000000Z" />
<EventRecordID>12835</EventRecordID>
<Channel>Application</Channel>
<Computer>lenovoM83</Computer>
<Security />
</System>
<EventData>
<Data>wlmail.exe</Data>
<Data>16.4.3528.331</Data>
<Data>533a3fce</Data>
<Data>MSMAIL.DLL</Data>
<Data>16.4.3528.331</Data>
<Data>533a408a</Data>
<Data>c0000005</Data>
<Data>0002f015</Data>
</EventData>
< /Event>

Slartybart said:

Look in Windows Update (WU) and see if KB2909921 is installed.

If it is not, then please install it from here and update the status of the issue - thanks

Download Cumulative Security Update for Internet Explorer 11 in Windows 7 x64 Edition (KB2909921) from Official Microsoft Download Center

KB2909921 was not installed. I read here: http://support.microsoft.com/kb/2909921 that the update for security bulletin MS14-010 had been replaced by a newer update. But, I went ahead and downloaded the msu at the link you provided. When I tried to install it, I got the message: The update is not applicable to your computer.

Yes, that is obviously my post on the MS Community Forum. Not to worry, the reply I got from them was to reinstall WLM. A pretty drastic and risky solution that I am not ready to attempt, yet. So I will continue to work the problem here.

Slartybart said:

You'll have to take this step by step if the WU above doesn't resolve the issue.

I did a cursory serach for the issue and found this:
WLM 2012 Started Crashing when Sending Emails ? Question about Outlook Express

I'd appreciate it if you stay on one forum until the suggestions are exhausted. There's no problem looking of resolutions elsewhere, the problem is no one helping you on either forum knows what is being suggested and tried. It makes trouble shooting really difficult for all parties.

I see you have Norton
- is it configured to scan eMail?
- any recent updates to Norton? (besides virus definitions)

After following post# 2 and only if the problem persists:
Do these steps inside WLM
select all msgs in Outbox
move all eMail in the outbox to a new Storage folder.
Name the new folder: SendTemp
Close WLM
Launch WLM and test receive mail.

Let me know the status - thanks

Yes, Norton is set to scan emails. It always has been since before this problem started, so I don't see that as being the issue.
There have been no recent program version updates to Norton, only virus definitions.

Since your suggested KB wasn't needed, what else can you suggest?

I have to correct a statement I made in my opening post. On 09/14, the day before the first crash, I installed 45 MS Windows/Office 2007 updates, a Lenovo Solution Center, Intel Graphics Driver and Adobe Air updates.

Slartybart said:

Ok, I'm looking at the link I gave you, will post new info afterwards if applicable. There was an issue with HTML processing resolved by that update - it affected mail clients as well.

Did you try moving the mail out of the Outbox? No, go ahead and try that workaround until I get back to you.

Reinstalling WLM isn't that risky if you backup your data. I have a procedure that makes it pretty simple (I have to find a write up though)

Sometimes, a reinstall is all you can do to solve some issues with WLM (most times a WLM reapir will work, but....), let's me see what other options are available before you take that step.

Thanks,

Bill
.

There are no messages in the Outbox. The messages are being sent either before the crash or after WLM restarts when it recovers from the crash. I find them in the Sent folder, but with altered From fields. I can take a screen shot if you want, but I don't want to post it here as it would contain full names.

I should have pretty good backups of my messages, contacts & calendars. The contacts & calendars are synced to Windows Live in the cloud (mail.live.com). Then, to backup both those & my messages, I backup nightly to a local HDD:

C:\Users\username\AppData\Local\Microsoft\Windows Live
C:\Users\username\AppData\Local\Microsoft\Windows Live Mail