OFF97: Page Fault When Attempting to Use Internet Functionality

ID: Q175976

The information in this article applies to:

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.
where <Program name> is the name of the Microsoft Office program you are using.


CAUSE

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


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


    3. 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, and then press ENTER.


  4. Click Start, and then click Run.


  5. In the Open box, type regsvr32 cachevu.dll, 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.


    8. 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:
    Q164475 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.

Additional query words: OFF97 


Keywords          : kberrmsg offweb 
Version           : WINDOWS:97
Platform          : WINDOWS 
Issue type        : kbprb

Last Reviewed: May 25, 1999