Program malfunctoning

Question

Windows Live Mail, Version 2012 (Build 16.4.3528.0331), running on a Windows 10 OS is not functioning.  It totally crashed a couple of days ago and I lost the communication I was drafting.  Subsequently the program has not been functioning.  Although other applications are not causing problems, Windows Live Mail is freezing.  By this I mean that the cursor just does not operate on that program.  Attempts to open mail or click on any other tasks are not successful.  I cannot even close the program unless I use Task Manager.  

I have run virus scans and not problems have been identified.  I am not sure what to do.  This has been going on for a couple of days at this point and oddly enough, it is happening on my husband's Windows 10 computer also.  His Live Mail version is the same as mine.

Am wondering if this is happening to others and if so, what advice the community has for resolving the problem.

Answer 1

When I checked the Event Viewer log, I found the error several times.  Sorry for the lengthy response.  See below for text of the errors.  Program seems to be running well today, but I am now leery of using it.

I appreciate your help.

FEBRUARY 18 ERROR

Log Name:      Application

Source:        Application Hang

Date:          2/18/2017 2:45:44 PM

Event ID:      1002

Task Category: (101)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      ANITA

Description:

The program wlmail.exe version 16.4.3528.331 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.

 Process ID: 1ee4

 Start Time: 01d28a1f55d26845

 Termination Time: 0

 Application Path: C:\Program Files (x86)\Windows Live\Mail\wlmail.exe

 Report Id: ccd99968-f612-11e6-9c22-184f32c8cc44

 Faulting package full name:

 Faulting package-relative application ID:

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Hang" />

    <EventID Qualifiers="0">1002</EventID>

    <Level>2</Level>

    <Task>101</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2017-02-18T19:45:44.960788800Z" />

    <EventRecordID>45696</EventRecordID>

    <Channel>Application</Channel>

    <Computer>ANITA</Computer>

    <Security />

  </System>

  <EventData>

    <Data>wlmail.exe</Data>

    <Data>16.4.3528.331</Data>

    <Data>1ee4</Data>

    <Data>01d28a1f55d26845</Data>

    <Data>0</Data>

    <Data>C:\Program Files (x86)\Windows Live\Mail\wlmail.exe</Data>

    <Data>ccd99968-f612-11e6-9c22-184f32c8cc44</Data>

    <Data>

    </Data>

    <Data>

    </Data>

    <Binary>55006E006B006E006F0077006E0000000000</Binary>

  </EventData>

</Event>

FEBRUARY 17 ERROR

Log Name:      Application

Source:        Application Error

Date:          2/17/2017 4:52:04 PM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      ANITA

Description:

Faulting application name: wlmail.exe, version: 16.4.3528.331, time stamp: 0x533a3fce

Faulting module name: MSMAIL.DLL, version: 16.4.3528.331, time stamp: 0x533a408a

Exception code: 0xc0000005

Fault offset: 0x0000752b

Faulting process id: 0x%9

Faulting application start time: 0x%10

Faulting application path: %11

Faulting module path: %12

Report Id: %13

Faulting package full name: %14

Faulting package-relative application ID: %15

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2017-02-17T21:52:04.008207800Z" />

    <EventRecordID>45458</EventRecordID>

    <Channel>Application</Channel>

    <Computer>ANITA</Computer>

    <Security />

  </System>

  <EventData>

    <Data>wlmail.exe</Data>

    <Data>16.4.3528.331</Data>

    <Data>533a3fce</Data>

    <Data>MSMAIL.DLL</Data>

    <Data>16.4.3528.331</Data>

    <Data>533a408a</Data>

    <Data>c0000005</Data>

    <Data>0000752b</Data>

  </EventData>

</Event>

DECEMBER 26, 2016 ERROR

Log Name:      Application

Source:        Application Error

Date:          12/26/2016 1:03:39 PM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      ANITA

Description:

Faulting application name: wlmail.exe, version: 16.4.3528.331, time stamp: 0x533a3fce

Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

Exception code: 0xc0000005

Fault offset: 0x336db3fa

Faulting process id: 0x%9

Faulting application start time: 0x%10

Faulting application path: %11

Faulting module path: %12

Report Id: %13

Faulting package full name: %14

Faulting package-relative application ID: %15

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2016-12-26T18:03:39.123483600Z" />

    <EventRecordID>27084</EventRecordID>

    <Channel>Application</Channel>

    <Computer>ANITA</Computer>

    <Security />

  </System>

  <EventData>

    <Data>wlmail.exe</Data>

    <Data>16.4.3528.331</Data>

    <Data>533a3fce</Data>

    <Data>unknown</Data>

    <Data>0.0.0.0</Data>

    <Data>00000000</Data>

    <Data>c0000005</Data>

    <Data>336db3fa</Data>

  </EventData>

</Event>

NOVEMBER 22, 2016 ERROR

Log Name:      Application

Source:        Application Error

Date:          11/22/2016 5:11:48 PM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      ANITA

Description:

Faulting application name: wlmail.exe, version: 16.4.3528.331, time stamp: 0x533a3fce

Faulting module name: MSMAIL.DLL, version: 16.4.3528.331, time stamp: 0x533a408a

Exception code: 0xc0000005

Fault offset: 0x00007528

Faulting process id: 0x%9

Faulting application start time: 0x%10

Faulting application path: %11

Faulting module path: %12

Report Id: %13

Faulting package full name: %14

Faulting package-relative application ID: %15

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2016-11-22T22:11:48.742611500Z" />

    <EventRecordID>19437</EventRecordID>

    <Channel>Application</Channel>

    <Computer>ANITA</Computer>

    <Security />

  </System>

  <EventData>

    <Data>wlmail.exe</Data>

    <Data>16.4.3528.331</Data>

    <Data>533a3fce</Data>

    <Data>MSMAIL.DLL</Data>

    <Data>16.4.3528.331</Data>

    <Data>533a408a</Data>

    <Data>c0000005</Data>

    <Data>00007528</Data>

  </EventData>

</Event>

Answer 2

It totally crashed a couple of days ago ...

Windows Live Mail is freezing  ... the cursor just does not operate on that program.  

... it is happening on my husband's Windows 10 computer also.  

Whenever a program crashes, a crash report should be written to the event log. This will in most cases give clues to what went wrong. To find the crash report,

1. Right-click on the start button  and select Event Viewer.
2. Expand Windows Logs in the left-hand pane and select Application to see events raised by programs.
3. In the right-hand Action pane, click Filter current log, then in the Filter Current Log dialogue, select the Error check box and click OK. The list of events in the middle pane should now populate with the most recent hangs and crashes, marked  .
4. In the Source column of this listing, look for Application hang or Application error around the time of the last crash, then click on it to reveal details of the error in the lower pane. Find the one that refers to wlmail.exe, then click on Copy towards the bottom of the Action pane and select Copy details as text.
5. Paste into your reply here.

It's possible that the program crash corrupted one or more of its databases. The first thing to try is to repair the installation; this won't hurt anything and might help:

1. With no programs running, press the Windows key + R to open a Run box, type wlarp and press Enter.
2. In the window that opens, select the Repair ... option.
3. When it's finished, restart the computer, launch Windows Live Mail and test.

Answer 3

Hello,

I am not getting any error messages.  The program just stops working.  The mouse function stops.  I can not even close the program.  

In an effort to prevent the loss of my emails, I have made some changes.  

1. I have installed or started using Windows 10 Mail application.  This is not a good solution as I am having problems trying to figure out how to import my stored folders and my sent folder from Windows Live Mail client program to the Windows 10 Mail program.
2. I am going to try to back up my EML files to an external hard drive, but have not had time to do that yet.
3.  I have installed Thunderbird.  I am having the same problem importing my Sent and Stored folders to this program as I have with the Windows 10 Mail application.
4.  I downloaded Microsoft Windows Malicious Software Removal Tool and am running a scan as I write this note. The scan is almost half completed and as yet has not identified any issues.

Please note that the Windows Live Mail client application has not worked properly for a few days.  I cannot afford to lose my email files and am open to suggestions.

Answer 4

Hi Anita,

To better help you figure this out better, we w would like to know more information:

1. Since the last time you noticed that the program worked properly, has there been any changes in the computer? Any new software installations?
2. Are you getting any error messages?

We look forward to hearing back from you regarding this concern.