To: Piyush Mishra <piyush.mishra@in.ibm.

com>

Dear Piyush,

sorry for being late...

pls close this PMR

Solutions :- after Removing antivirus client & Fresh Installation of Lotus Notes Clients/Anti Virus Clients ,it
is working fine

Thanks & Regds,

Harshad Rathod

Re Engg
Wipro Infotech Group

FWP :- 02764-320400
Email :- helpdesk.it@hitachi-hli.com

06/08/2006 04:53 PM

To
helpdesk.it@hitachi-hli.com
cc

Subject
Re: PMR : 31371,000,744 : Lotus Notes Client
Crash

Hi,

I will analyse your nsd file and will update you.

Please do let me know regarding following : (I haven't received updated mail from you )

1.) Is this crash only happening for one specific Notes Client (user)? Or is it happening for multiple Notes
Clients (users)?
2.) When did the crash start occurring? (Has it always occurred since the Notes Client was first installed?
.. or did it just start happening recently?)
3.) How often does the crash occur - average? (eg. twice a day? a few times a week? once a week? one
time occurrence?)
4.) What actions are happening when the crash occurs? (eg. Is the user reading or opening e-mail? Is the
user in a specific database? Is the user away from his machine or not using the Notes Client? ...etc.)
5.) Is the crash readily reproducible? (ie. Is there an exact set of steps that can cause the crash 100% of
the time?)
6.) Do you have an anti-virus program running on this machine? What program and version?
7.) Is there any network client software installed on the machine? (eg. Novell? ...etc.)
8.) How was notes installed (by a cd, over the network, by image)? If Notes was installed by image,
please try reinstalling with a CD if possible.
9.) Is this a completely LOCAL install of the Notes Client or is it partially installed to the network? (ie. Do
any of the core data files reside on a network drive .. names.nsf, notes.ini, desktop.ndk)

* Could you please send a copy of the NSD that was generated from the crash. nsd*.log

Does the same crash happen if the user's mail file is opened from a different machine?
If so then the problem may be with the mail file or the id. If not, then the problem is probably with that
one workstation - maybe in the os, maybe a conflict with another program etc.

- If the problem is with the mail file (ie. the crash occurs for the same user at a different workstation),
please create a local replica of the mail file and replace the on the server with an OS copy of the local
replica. Then test and see if that eliminates the crashes. Also, if you are using a customized mail
template, you will also want to test this issue by using the standard out-of-box mail template.

- If the problem is with the local workstation (ie. the crash only occurs at one workstation), please make
sure only Notes is running - disable all other programs and disable all processes in the system tray. You
can do this one by one to see if a certain process is involved with the crash.

STEPS FOR CLEAN UNINSTALL\REINSTALL (Notes Client)

1) Backup any important local databases (eg. names.nsf or simply make a copy of the entire
Notes\Data directory)
2) Uninstall Notes Client via Add/Remove Programs from the Control Panel
3) Delete the directory: X:\Lotus\Notes (where X is the appropriate drive. this means you will
be deleting all subdirectories as well)
4) Remove the following Registry Keys:
HKEY_CURRENT_USER\Software\Lotus\Notes
HKEY_LOCAL_MACHINE\Software\Lotus\Notes

5) Install Notes Client via CD or Network install.

6) Go thru the first time setup for Notes Client.
7) Test the issue before making any other changes (in other words, do not copy back in any of
the original databases like names.nsf or desktop6.ndk until you have tested the issue...etc.)

Please let me know your feedback on the suggestions provided to you.

If you have any questions/concerns, please feel free to let me know.
 Best Regards,

Piyush Mishra
Software Engineer
IBM Software Group - Lotus Technical Support
Internet email: piyush.mishra@in.ibm.com
http://www.ibm.com/software/lotus/support

helpdesk.it@hitachi-hli.com

05/30/2006 05:35 PM

To
Piyush Mishra/India/IBM@IBMIN
cc

Subject
PMR : 31371,000,744 : Lotus Notes Client Crash

***********************
Warning: Your file, IBM_TECHNICAL_SUPPORT.zip, contains more than 32 files after decompre
scanned.
***********************

pls find herewith nsd runing error

Thanks & Regds,

Re Engg
Wipro Infotech Group

FWP :- 02764-320400
Email :- helpdesk.it@hitachi-hli.com[attachment "IBM_TECHNICAL_SUPPORT.zip" deleted by Piyush
Mishra/India/IBM]