Uninstall problem

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Uninstall problem
 
Jens Damsgaard


Guest


Hello,

We have a problem that occurs for some of our customers during uninstall.

First though I have a general uninstall question:

When we uninstall I notice that the office applications that we hook into are started during the uninstallation process. Why is this done? Is it a coding eror from our part that causes this or a byuilt in functionality?

Our problem arises from this...

Some of our customers experience crashes when uninstalling our product. The crahses occur in the office application when started during uninstall.

A typical error message can look like this:

Faulting application name: POWERPNT.EXE, version: 14.0.6009.1000, time stamp: 0x4cc1a4ed
Faulting module name: mso.dll, version: 14.0.6112.5000, time stamp: 0x4e9b27af
Exception code: 0xc0000005
Fault offset: 0x003f4c84
Faulting process id: 0x23a4
Faulting application start time: 0x01cce194db99aae8
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office14\POWERPNT.EXE
Faulting module path: C:\Program Files (x86)\Common Files\Microsoft Shared\office14\mso.dll
Report Id: 19dedfe0-4d88-11e1-9956-54424997b094

Fault bucket 2687552798, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: POWERPNT.EXE
P2: 14.0.6009.1000
P3: 4cc1a4ed
P4: mso.dll
P5: 14.0.6112.5000
P6: 4e9b27af
P7: c0000005
P8: 003f4c84
P9:
P10:

Attached files:
C:\Users\jd\AppData\Local\Temp\53107108.cvr
C:\Users\jd\AppData\Local\Temp\CVR56D6.tmp.cvr
C:\Users\jd\AppData\Local\Temp\WER5BB6.tmp.WERInternalMetadata.xml

These files may be available here:
C:\Users\jd\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_POWERPNT.EXE_c6f415f5498eee4822395bd3cdc6bf8f9dd2768_0afe67f6

Analysis symbol:
Rechecking for solution: 0
Report Id: 19dedfe0-4d88-11e1-9956-54424997b094
Report Status: 0
Posted 03 Feb, 2012 02:34:34 Top
Eugene Astafiev


Guest


Hi Jens,

May I see the adxregistrator.log file? Typically you can find this file in the <My Documents>\Add-in Express folder.

Please take a look at the http://www.add-in-express.com/docs/net-commandbar-components.php#command-bars-controls-created-removed section of the online documentation. It states the following:

When the add-in is uninstalled, and there are non-temporary toolbars and controls in the add-in, Add-in Express starts the host application and removes the toolbars and controls. That is, temporary toolbars and controls allow your add-in to uninstall faster.
Posted 03 Feb, 2012 04:43:11 Top
Jens Damsgaard


Guest


Hello Eugene,

Sorry to say but we have shut down the adxregistrator log. Our customers don't want it and asked us to remove it so we shut it down.

I have read the sectio nyou mentioned and I can see that using temporary controls is the answere to my first question and a possible workaround to not experience the crash.

I would however realy like to know the reason for the crash. Is the adxregistrator.log file the only option you have of looking into the problem? If so I will have to set upp a test with one of our customers to try to have the problemoccure and activate the log there... That will take some tme though...
Posted 03 Feb, 2012 05:32:29 Top
Eugene Astafiev


Guest


Hi Jens,

Yes, you are on the right avenue. I need to get the adxregistrator.log file first.

BTW Are you able to reproduce the issue with a newly created empty add-in project? Does it work as expected?
Posted 03 Feb, 2012 05:48:19 Top
Jens Damsgaard


Guest


Hello Eugene,

No we are not able to reproduce the issue ourselves. Some customers report the issue.

I will ook iinto the adxregistrator.log file...
Posted 03 Feb, 2012 06:24:14 Top
Eugene Astafiev


Guest


Hi Jens,

Please keep me notified.
Posted 03 Feb, 2012 06:33:31 Top