Microsoft KB Archive/265198

= OFF2000: Right-Clicking File Causes Error Message and Computer Stops =

PSS ID Number: 265198

Article Last Modified on 11/25/2003

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The information in this article applies to:


 * Microsoft Excel 2000
 * Microsoft Access 2000
 * Microsoft PowerPoint 2000
 * Microsoft Word 2000
 * Microsoft Outlook 2000
 * the operating system: Microsoft Windows 95

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This article was previously published under Q265198





SYMPTOMS
When you use any of the programs that are included with Microsoft Office 2000, if you use the right mouse button (right-click) to click a file in the Open dialog box, the Save As dialog box, the Microsoft Outlook File System view, or any other dialog box that displays a list of files, you may receive the following error message:

SmartHeap Library

MEM_BAD_POINTER

If you click OK, the error message is displayed again. If you click Cancel, you receive the error message once more. You also receive the following error message:

This program has performed an illegal operation and will be shut down.

If the problem persists, contact the program vendor.

If you click Details, you see the following error message:

caused an invalid page fault in module KERNEL32.DLL at 014f:bff858cd.

When you click Close, the dialog box is displayed again. You cannot click Shut Down on the Start menu, and you cannot press CTRL+ALT+DELETE to restart the computer. You must shut off your computer or press the reset button (if your computer has one).



CAUSE
This problem may occur if all of the following conditions are true:
 * The Symantec Norton Navigator for Windows 95, version 1.0b, is installed and running on your computer.

-and-


 * In the Norton Navigator Control Center, the File Popups, Folder Popups, and/or Drive Popups options are turned on (enabled).

-and-


 * In one of the programs included with Microsoft Office 2000, you display the Open dialog box, the Save As dialog box, the Microsoft Outlook File System view, or any other dialog box that displays a list of files.

-and-


 * In the dialog box, you right-click any file.



RESOLUTION
To prevent this problem from occurring, you can download and install a patch for Norton Navigator from the Symantec Web site.

To download the patch, follow these steps:  Browser to the following Web site:

http://www.symantec.com/techsupp/files/nn/norton_navigator_version_1x_for_windows_95.html

 Click the link for B-to-95c.exe. This link is located near the middle of the Web page. When you are asked what you want to do with the file, click Save it to disk, and then click OK. Then save the file to your Windows\Desktop folder.

To install the patch, follow these steps:
 * 1) Double-click the B-to-95c.exe file on your desktop, and then click Extract.
 * 2) When you are asked Do you wish to open 'Apply.exe' now?, click Yes.

You receive a message that states that the update will be applied the next time you restart your computer. It is recommended that you restart your computer as soon as possible.

If you cannot download and install the Norton Navigator patch, you can prevent the problem from occurring by turning off the File Popups, Folder Popups, and Drive Popups options in the Norton Navigator. To do this, follow these steps:
 * 1) If you are using the Norton taskbar, click the Norton Navigator Control Center button on the taskbar. Otherwise, click Start, point to Programs, point to Norton Navigator, and click Norton Navigator Control Center.
 * 2) In the list of options, click Norton Explorer Extensions.
 * 3) Click to clear the File Popups, Folder Popups, and Drive Popups check boxes.
 * 4) Click Apply, and then click OK.



MORE INFORMATION
The Symantec Norton Navigator for Windows 95 adds functionality to Windows 95. One of the features is the ability to add options to shortcut menus and property dialog boxes when you are working with files.

If you have Norton Navigator for Windows 95, version 1.0b, installed on your computer, and if you have the File Popups and Folder Popups options turned on, right-clicking a file in any dialog box in a Microsoft Office 2000 program may result in a series of error messages. Eventually the program stops responding due to an invalid page fault. You cannot properly shut down Windows 95. You must shut off your computer or reset your computer.

NOTE: This problem does not occur when you are using Norton Navigator for Windows 95, version 1.0 or 1.0a.

Norton Navigator is manufactured by Symantec, a vendor independent of Microsoft; we make no warranty, implied or otherwise, regarding this product's performance or reliability.

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

Additional query words: OFF20 XL20 WORD20 ACC20 OL20 PPT20 EXCEL.EXE WINWORD.EXE MSACCESS.EXE POWERPNT.EXE stop responding hang lock Crash IPF smart heap mem bad pointer OFF2000 of20

Keywords: kbprb KB265198

Technology: kbAccess2000 kbAccess2000Search kbAccessSearch kbExcel2000 kbExcel2000Search kbExcelSearch kbExcelWinSearch kbOSWin95 kbOSWinSearch kbOutlook2000Search kbOutlookSearch kbPowerPt2000 kbPowerPt2000Search kbPowerPtSearch kbWord2000 kbWord2000Search kbWordSearch kbZNotKeyword2 kbZNotKeyword3

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