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Communicator.exe hanging at ShutDown/Restart RRS feed

  • Question

  •  

      We recently upgraded over 900 users from Office Communicator 2005 to 2007.  After the upgrade to the new version of Communicator 2007, some users began experiencing the following problem:  When shutting down their PC at night (either Shutdown or Restart) the Communicator.exe program hangs.  So if the user walks away after shutting down…the machine will just hang there.  This can leave the machine unprotected since the screen saver never kicks in.  We are attempting to resolve this issue but at this point, no resolution has been found. 

     

    We give users the following two options as a workaround:

        1. When you attempt to shut down your machine and then get the message that communicator.exe is still running, just click the End Now button.  Your machine should shut down correctly after that.
        2. Before you shut down your machine, right click on the Communicator Icon (in the system tray in the lower right corner of your machine) and choose Exit.  Then shut down your machine.

     

    We’ve discovered that an Office Communicator Hotfix was released on 12/17/2007.  The hotfix alone doesn’t solve the Hang problem.  Next, we tried this one other setting* but the problem persists.

     

    *In connection with the hotfix, we tested that if this checkbox (Microsoft Office SharePoint Server Colleague Import Add-in) is unchecked in the COM Add-Ins section of the Outlook Trust Center, the Communicator Hang problem might go away.  We found that this did not solve the problem. 

     

    Question:

    Are you aware of this issue or any possible solution?  Can you direct this issue to someone who can help?

     

    This comment on this forum (http://forums.microsoft.com/unifiedcommunications/ShowPost.aspx?PostID=1662076&SiteID=57) represents our problem well:

    It's somewhat annoying since Communicator doesn't auto exit properly all the time; and that stops the logoff process. That leaves user's account wide open with no password-protected screensaver.

     

    Thanks for your time.  -KDOT R

     

    Tuesday, January 22, 2008 7:48 PM

All replies

  • The MS Outlook team states that the ost file (your Exchange cache) can get the “dirty flag” set to where it will never clear and that can cause the shutdown hang.  The solution they want us to try first is to clear the ost file and let Outlook build a new one.  First step is to shutdown Outlook.  Just to be sure, hit Ctrl-Alt-Del and click on Task Manager, then on the Processes tab, click on image name to sort alphabetically and look for Outlook.exe.  If it’s not there, great.  If it is, right click it and select  End Process.  You should get a verification dialog and after you click OK on that, you shouldn’t see Outlook.exe in the process list any more.

     

    Then navigate to C:\Documents and Settings\[userid]\Local Settings\Application Data\Microsoft\Outlook and delete any files with the ost extension that you find.  After the files are deleted, start Outlook and it will build a new ost file.  Then keep an eye out and see if you still get the hang.

    Friday, January 25, 2008 8:38 PM
  • We are testing another solution to this problem:

     

    We noticed the following error in the Application Event Viewer any time a machine would hang at shutdown:

     

    Event Type:        Warning

    Event Source:    Userenv

    Event Category:                None

    Event ID:              1517

    Date:                     1/15/2008

    Time:                     8:21:30 AM

    User:                     NT AUTHORITY\SYSTEM

    Computer:          CN99999

    Description:

    Windows saved user [username] registry while an application or service was still using the registry during log off. The memory used by the user's registry has not been freed. The registry will be unloaded when it is no longer in use.

     

     This is often caused by services running as a user account, try configuring the services to run in either the LocalService or NetworkService account.

     

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

     

    So we searched on the error and found the following article:

     

    http://support.microsoft.com/kb/837115

     

    Which points users in the direction of this UPHClean utility:

     

    http://www.microsoft.com/downloads/details.aspx?FamilyId=1B286E6D-8912-4E18-B570-42470E2F3582

    Overview

    The User Profile Hive Cleanup service helps to ensure user sessions are completely terminated when a user logs off. System processes and applications occasionally maintain connections to registry keys in the user profile after a user logs off. In those cases the user session is prevented from completely ending. This can result in problems when using Roaming User Profiles in a server environment or when using locked profiles as implemented through the Shared Computer Toolkit for Windows XP.

     

    We are now testing whether this UPHClean service will prevent Communicator from hanging on shutdown.

    Tuesday, January 29, 2008 1:56 PM
  • On 4/2/2008, Microsoft release the following update for Communicator:

    http://support.microsoft.com/?kbid=946164

     

    We installed this and it has not fixed our problem. 

    Friday, April 25, 2008 2:31 PM
  • Hello,

     

    We are having the same problem !

     

    Any updates yet on how to solve this ?

     

    thanks

    Kurt

     

    Tuesday, October 7, 2008 3:07 PM
  • I am having the same problem also. Was there ever a fix or work around found?
    Tuesday, March 3, 2009 2:50 PM
  • My problem disappeared after I logged in with local admin rights, initiated communicator, logged out of the workstation.  Removed admin rights and then logged back in.
    Wednesday, July 8, 2009 5:51 PM