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My MSN Premium (Butterfly) stops working after sign-in.
Latest post: Bogman, Saturday, January 14, 2012 10:11 PM
Thursday, January 12, 2012 12:41 AM
Bogman
Error message: A problem caused the program to stop working correctly.  Problem is on 2 desktops and 2 laptops.  No sharing involved.  All off of our home network.  Problem started at different times for each computer.  MSN stays connected for about 2 min.  Then shuts down.  The problem is only on the butterfly sign-in.  MSN accessed through

i.e., no problem.  The event viewer info. is as follows:

Log Name:      Application

Source:        Application Error

Date:          1/10/2012 12:26:09 PM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      Den-PC

Description:

Faulting application name: msn.exe, version: 10.20.91.1100, time stamp: 0x4e1bccfb

Faulting module name: hmssm9.dll, version: 10.20.91.1100, time stamp: 0x4e1bcd3a

Exception code: 0xc0000005

Fault offset: 0x0004589f

Faulting process id: 0x1598

Faulting application start time: 0x01cccfcd6690fd64

Faulting application path: C:\Program Files (x86)\MSN\MSNCoreFiles\msn.exe

Faulting module path: C:\Program Files (x86)\MSN\MSNCoreFiles\hmssm9.dll

Report Id: f2a24a82-3bc0-11e1-958b-842b2ba4d733

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="2012-01-10T19:26:09.000000000Z" />

    <EventRecordID>32154</EventRecordID>

    <Channel>Application</Channel>

    <Computer>Den-PC</Computer>

    <Security />

  </System>

  <EventData>

    <Data>msn.exe</Data>

    <Data>10.20.91.1100</Data>

    <Data>4e1bccfb</Data>

    <Data>hmssm9.dll</Data>

    <Data>10.20.91.1100</Data>

    <Data>4e1bcd3a</Data>

    <Data>c0000005</Data>

    <Data>0004589f</Data>

    <Data>1598</Data>

    <Data>01cccfcd6690fd64</Data>

    <Data>C:\Program Files (x86)\MSN\MSNCoreFiles\msn.exe</Data>

    <Data>C:\Program Files (x86)\MSN\MSNCoreFiles\hmssm9.dll</Data>

    <Data>f2a24a82-3bc0-11e1-958b-842b2ba4d733</Data>

  </EventData>

</Event>

How do I fix hmssm9.dll?

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Thursday, January 12, 2012 3:17 PM
Natasha C.
You can try a clean uninstallation and reinstallation of the MSN Premium Internet Software on each of the computers. If problems started separately on each computer, please check if the event viewer on the other computers show the same error log as you listed above.
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Friday, January 13, 2012 3:38 AM
Bogman
Thanks for responding so quickly, Natasha.

I tried this fix several times.  No luck.  All four computers still have the same problem.
Common features:
 
- All 4 are off of the same modem and router
- All 4 use Norton
- All are windows 7
- All had the problem start on different days
- All event logs show the same info.  (msn.exe,  module hmssm9)
- All had several updates for both msn and windows recently.

I wonder if this is a wide spread issue?
If it is, could there be an incompatibily issue?

When I access msn through i.e., no problem.  The problem is only with msn premium (butterfly). 

This is very puzzling!  Any thoughts?

Wayne L

  
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Friday, January 13, 2012 4:37 PM
Natasha C.
This is not a wide-spread issue and I wonder what's causing this, incidentally, on your four computers. Other users we've seen with the same symptoms usually have another computer that is working perfectly fine. There are some things that can be tried at this point:

• Run Windows Update and make sure all required updates are installed

If that does not resolve the case,

• Create a new Windows user profile and try using MSN there. If it works, that will mean that the current user profile is corrupted.

We'll also need to note some information so we can investigate further:

• e-mail addresses that exhibit the symptoms/issue
• estimated e-mail count for "Folders on MSN" and for "Folders on on your Computer", separately
• Are you using Registry cleaners?

Any other details are much appreciated
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Saturday, January 14, 2012 2:20 AM
Bogman
The email address is {removed email address}
640 messages in msn folders
no messages in computer folders
I have found the cause of the problem.  It is a recurring virus that corrupts msn.  When I scan with Norton, it is found and removed.  When I do a clean uninstall and re-install, the virus returns.  This happens with or without the re-install.  This is true on all 4 computers.  
The virus is called:  Post-label.exe  (Packed,Generic.348)
(contained in) post_label+in0743us.zip
(contained in) c:\users\wayne\appdata\local\microsoft\msn\db30\wlaursen1-msn-com-various numbers(i.e.23,57,etc.) b   
It is considered a high risk.  
It appears to me, as a layman, that the problem is in my current profile.  It seems to be the "portal" to return. Do you agree?
If so, how do I change my profile?  Simply by indicating a different email/(ID) when I install msn?  
I appreciate your help.

Thanks,
Wayne
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Saturday, January 14, 2012 6:40 AM
Isabelle M.
Thank you for your time and patience with this concern, Wayne.

Continuing from Natasha's replies, we've found out that this is a known issue and our Product Engineers are diligently finding ways to resolve this concern but there is no estimated time of resolution yet.

As a workaround, you can sign in on MSN using a secondary account and add your primary email address as an additional email account. This way, you can still be able to use MSN by signing in using the secondary account and the email messages of the primary email address will show.

Please go to this link if you don't have any secondary accounts yet, you may use Internet Explorer or another browser:
http://answers.msn.com/solution.aspx?solutionid=bdce1bee-dbcf-4b67-8f7e-9c4add7067fd

After signing in to the secondary email address through the MSN butterfly, you can then add your primary email address as an additional email account by following these steps:

1. Click on Help & Settings at the top then click Settings.

2. Click "1 Change your e-mail settings"

3. Click "Additional e-mail accounts"

4. Click "Additional MSN and Hotmail e-mail accounts"

5. Click the Add Account button.

6. Fill out the form with the information needed with your primary email address.

7. Click Save Changes.

8. Click Done.

9. Click the Mail&More icon at the top to go back to the email page 

10. The Primary email address'  email messages should now appear on the email page.

 

Feel free to reply to this post for any questions and feedback.

Thanks!
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Saturday, January 14, 2012 9:31 AM
Bogman
Thanks Isabelle

I did this on my main desktop and it works.  However, when I try to sign in on my laptop, I don't have the option to sign into my new account.  What do I have to do to allow the other 3 computers the new account option at sign-in?
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Saturday, January 14, 2012 4:24 PM
Natasha C.
Hi again. Continuing from your and Isabelle's discussion, it would seem that your other computers have not updated their information in relation to that other computer that has the latest data. It will be best to reset MSN by temporarily removing the user tiles on it:

1. Sign out from MSN
2. Open MSN but do not sign in
3. Press and hold CTRL SHIFT and then press F11 as well, making it three keys pressed simultaneously
4. Select the option to remove member and then start MSN again to enter your information.
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Saturday, January 14, 2012 8:25 PM
Bogman
Natasha,

I'm going crazy!  When I first tried to reply to your latest entry, there was no reply option.  Then it said it could not find a subscription for the account.  I had to go through some internet option security changes to default to get the reply capability.  I still don't understand what happened. 


When I tried to do the data reset, both accounts disappeared.  I reinstated my original email account and the secondary account also appeared.  Original still drops out.  Secondary holds, but still doesn't show up on the other computers.  When I went to membercenter and reviewed my account, it listed my secondary account as an account manager, as I'm assuming it should be.  I still don't know why my other computers don't see my secondary account, since it should be on the server.  Please help.  I'm starting to loose it.  
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Saturday, January 14, 2012 8:44 PM
Bogman
Also, when I go to my membercenter account from my laptop, my secondary account does not show up.  Weird!
Shouldn't the account info. be the same regardless which computer I access it?  Please advise.
Thanks  
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