OFF97: Right-Clicking File Causes Error and Computer Stops

• Microsoft Excel 97 for Windows
• Microsoft Word 97 for Windows
• Microsoft Access 97 for Windows
• Microsoft PowerPoint 97 for Windows
• Microsoft Outlook 97
• Microsoft Office Binder 97 for Windows
• Microsoft Team Manager 97 for Windows
• Microsoft Windows 95
• Symantec Norton Navigator for Windows 95, version 1.0b

SYMPTOMS

When you use any of the programs included with Microsoft Office 97, if you use the right mouse button (right-click) to click a file in the Open dialog box, the Save As dialog box, Microsoft Outlook's 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

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

   If the problem persists, contact the program vendor.

   <Program name> caused an invalid page fault in module KERNEL32.DLL at
   014f:bff858cd.

CAUSE

This problem may occur if all of the following conditions are true:

• You have Symantec's Norton Navigator for Windows 95, version 1.0b, installed and running on your computer.

  -and-

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

  -and-

• In one of the programs included with Microsoft Office 97, you display the Open, Save As, Microsoft Outlook's 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 Symantec's web site.

To download the patch:

1. Using your web browser, go to the following address:

         http://sos.symantec.com/ftp/nnftp.html
   

2. Click the link for b-to-95c.exe. This link is located near the middle of the web page.

3. When asked what to do with the file, click "Save it to disk" and click OK. Then, save the file to your Windows\Desktop folder.

1. Double-click the B-to-95c.exe file on your desktop. Then, click Extract.

2. When asked "Do you wish to open 'Apply.exe' now?", click Yes.

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:

1. If you are using the Norton Taskbar, click the Norton Navigator Control Center button on the taskbar. Otherwise, click the Start menu, 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.

STATUS

This problem has been corrected by a patch for Norton Navigator for Windows, version 1.0b. The patch may be downloaded and installed from Symantec's web site.

MORE INFORMATION

Symantec's Norton Navigator for Windows 95 adds additional functionality to Windows 95. One of the features it includes is the ability to add additional 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 enabled, right-clicking a file in any dialog box in a Microsoft Office 97 program may result in a series of error messages and (eventually) the program will stop responding due to an invalid page fault. You will not be able to properly shut down Windows 95. You will have to shut off your computer or reset your computer.

NOTE: This problem does not occur when 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.