Notes Hangs with error "Lotus Notes is trying to recover your information"

Technote (troubleshooting)


Problem

How to troubleshoot Lotus Notes hangs and crashes with the error "Lotus Notes is trying to recover your information".

Symptom

Users will report a Lotus Notes hang with the error "Lotus Notes is trying to recover your information". and/or "Not responding" will show in the title bar.

Shortly after this error is shown, Lotus Notes crashes with the NSD notification.


Cause

The notification "Lotus Notes is trying to recover your information" is not a Notes error. This notification comes from the Windows Operating system. Once this error occurs, notes2.exe is usually terminated.

Starting in Notes 8.5, if notes2.exe is terminated, the nlnotes.exe process will panic, and generate the NSD.

Most of the cases reported to IBM Support are caused by OS-related issues:

  • Direct2D or Direct3D bug on the Windows OS platforms
  • Data Execution Prevention (or DEP)

Environment

Windows XP/Vista/7
Lotus Notes 8.x/8.5.x
IBM Notes 9.x


Diagnosing the problem

The first step to diagnosing this issue is to find any corresponding messages to this occurrence within the Event Viewer. If the OS is causing the termination, and Windows Error Reporting (WER) is enabled, then the termination of notes2.exe will be reported in Event Viewer.

When searching through the Windows event viewer, look for any events that contain the executable "notes2.exe".

Direct2D or Direct3D bug on the Windows OS platform

Errors reported due to the Direct2D or Direct3D bug would appear as follows in Windows Event Viewer's Application View:

Faulting application name: notes2.exe, version: 3.4.0.0, time stamp: 0x4c9a5e24
Faulting module name: d2d1.dll, version: 6.1.7601.17514, time stamp: 0x4ce7b7aa
Exception code: 0xc0000005
Fault offset: 0x0003664c
Faulting process id: 0x1994
Faulting application start time: 0x01cda22942c67a3f
Faulting application path: C:\Program Files (x86)\IBM\Lotus\Notes\framework\rcp\eclipse\plugins\com.ibm.rcp.base_6.2.2.20110502-2230\win32\x86\notes2.exe
Faulting module path: C:\Windows\system32\d2d1.dll
Report Id: c0d5f524-0e2a-11e2-ab16-d8d3851d83a9

Data Execution Prevention (or DEP)

The Data Execution Prevention feature (or DEP) will terminate notes2.exe with the Event Name: BEX. BEX is the Buffer Overflow Exception thrown by the DEP feature, and is a "Software-Enforced DEP".

Terminations of notes2.exe cause by the DEP feature would appear as follows in Windows Event Viewer's Application View:


Fault bucket , type 0
Event Name: BEX
Response: Not available
Cab Id: 0

Problem signature:
P1: notes2.exe
P2: 3.4.0.0
P3: 4c9a5e24
P4: msxml6.dll
P5: 6.30.7601.17514
P6: 4ce7b8eb
P7: 00001eba
P8: c0000005
P9: 00000008
P10:

Additional Examples of events (in Windows Event Viewer's Application View) for DEP termination of notes2.exe which reference rtutils.dll and msxml6.dll:

Faulting application name: notes2.exe, version: 3.4.0.0, time stamp: 0x4c9a5e24
Faulting module name: rtutils.dll, version: 6.1.7601.17514, time stamp: 0x4ce7b9ac
Exception code: 0xc0000005
Fault offset: 0x00001e1a
Faulting process id: 0x4dc8
Faulting application start time: 0x01ce0ea9059b1498
Faulting application path: C:\Program Files (x86)\Lotus\Notes\framework\rcp\eclipse\plugins\com.ibm.rcp.base_6.2.2.20110310-0045\win32\x86\notes2.exe
Faulting module path: C:\Windows\system32\rtutils.dll
Report Id: 6c23274c-7a9c-11e2-a721-00505611ab08

Faulting application name: notes2.exe, version: 3.4.0.0, time stamp: 0x4c9a5e24
Faulting module name: msxml6.dll, version: 6.30.7601.17988, time stamp: 0x5091ff29
Exception code: 0xc0000005
Fault offset: 0x000015ce
Faulting process id: 0x5d1c
Faulting application start time: 0x01ce0a14fc987dea
Faulting application path: C:\Program Files (x86)\Lotus\Notes\framework\rcp\eclipse\plugins\com.ibm.rcp.base_6.2.2.20110310-0045\win32\x86\notes2.exe
Faulting module path: C:\Windows\System32\msxml6.dll
Report Id: bef5eb70-7617-11e2-a721-00505611ab08

Resolving the problem

Direct2D or Direct3D bug on the Windows OS platform

To resolve the Direct2D and Direct3D bug, download and install the following KB update from Microsoft's site:

For Windows 7:


http://support.microsoft.com/kb/2488113

For Windows 7 SP1:

http://support.microsoft.com/kb/2670838

Data Execution Prevention (or DEP)

To resolve termination of notes2.exe due to the DEP feature, modify the settings to either only monitor system processes, or create an exception for Lotus Notes.

For more information, please see Microsoft article http://technet.microsoft.com/en-us/library/cc738483%28WS.10%29.aspx, or contact Microsoft Support.

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Document information


More support for:

IBM Notes
Crash/Hang/NSD

Software version:

8.5, 8.5.1, 8.5.2, 8.5.3, 9.0

Operating system(s):

Windows

Reference #:

1640928

Modified date:

2013-12-12

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