OFF97: Page Fault When Attempting to Use Internet Functionality

• Microsoft Office 97 for Windows
• Microsoft Excel 97 for Windows
• Microsoft Word 97 for Windows
• Microsoft PowerPoint 97 for Windows
• Microsoft Access 97

WARNING: The information in this article has not been confirmed or tested by Microsoft. Some or all of the information in this article has been taken from unconfirmed customer reports. ANY USE BY YOU OF THE INFORMATION PROVIDED IN THIS ARTICLE IS AT YOUR OWN RISK. Microsoft provides this information "as is" without warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability and/or fitness for a particular purpose.

SYMPTOMS

When you attempt to use any of the Web features in the Microsoft Office programs listed at the beginning of this article, and Microsoft Internet Explorer is installed, you may receive an error message that is similar to one of the following

• <Program name> caused an invalid page fault in module SHDOCVW.DLL at address 014f:71528dd.
• <Program name> caused an invalid page fault in module GDI32.DLL at address 014f:bff349d9.
• <Program name> caused an invalid page fault in module KERNEL32.DLL at address 014f:bff786a6.

CAUSE

This behavior may occur when one of the following is true:

• One or more cache files in the Temporary Internet Files folder may be damaged.
• The History folder or the cache folders used by Internet Explorer are damaged.
• The index files used to track the contents of the History or cache folders are damaged.

RESOLUTION

To resolve this behavior, use one of the following methods.

Method 1

Delete the Temporary Internet Files folder. To do this, follow these steps:

1. Click Start, point to Programs, and then click MS-DOS Prompt.

2. Type the following line

         deltree "c:\<windows>\Temporary Internet Files"
   

   where <windows> is the folder in which you installed Windows. Be sure to include the quotation marks. When you are prompted to confirm the deletion, press Y, and then press ENTER.

3. Type "exit" (without the quotation marks), and then press ENTER.

4. Click Start, and then click Run.

5. In the Open box, type "regsvr32 cachevu.dll" (without the quotation marks), and then click OK. This step registers the deleted Temporary Internet Files folder again.

Method 2

Empty the History and cache folders used by Microsoft Internet Explorer. To do this, follow these steps:

1. In Internet Explorer, click Options on the View menu.

2. Click the Navigation tab, click Clear History under History, and then click Yes in the dialog box that appears.

3. Click the Advanced tab, click Settings under Temporary Internet Files, click Empty Folder, and then click Yes in the dialog box that appears.

   After you perform this step, check to see if the issue has been resolved. If it has not been resolved, continue to step 4.

4. Click Start, point to Settings, and then click Control Panel. In Control Panel, double-click Add/Remove Programs.

5. Click Internet Explorer 3.0 in the list of installed programs, and then click Add/Remove.

6. After you remove Internet Explorer 3.0 or 3.01, restart the computer. When you see the "Starting Windows 95" message, press the F8 key, and then choose Command Prompt Only from the Startup menu.

7. Type the following commands, pressing ENTER after each command.

         cd \windows
         smartdrv
         deltree "Temporary Internet Files"
         deltree history
         cd system
         ren mshtml.dll mshtml.old
         ren shdocvw.dll shdocvw.old
         ren inetcfg.dll inetcfg.old
         ren actxprxy.dll actxprxy.old
         ren wininet.dll wininet.old
         ren cachevu.dll cachevu.old
         ren inetcpl.cpl inetcpl.old
         ren shlwapi.dll shlwapi.old
         ren url.dll url.old
         ren urlmon.dll urlmon.old
         ren wsock32n.dll wsock32n.old
   

   NOTE: When you press ENTER after typing each of the following deltree commands, you should be prompted to confirm that you want to delete the folder. If this prompt does not appear, the command may have been typed incorrectly.

8. Press CTRL+ALT+DELETE to restart your computer and restart Windows 95 normally.

9. Reinstall Microsoft Internet Explorer.

   For information about obtaining Microsoft Internet Explorer 3.02, please see the following article in the Microsoft Knowledge Base:

         ARTICLE-ID: Q164475
         TITLE     : Availability of Internet Explorer 3.02 for Windows 95
                     And NT 4.0
   
   

MORE INFORMATION

You may see these errors when you attempt to use the Web toolbar, insert hyperlinks in a document, open or link to Web files, or click hyperlinks in a document.