Communicator 2007 R2 fails to open new window when double-clicking a Contact



When using Microsoft Office Communicator 2007 R2, double-clicking a Contact fails to launch a new conversation window.  However, you are still able to right-click a Contact, and start an IM session by selecting “Send an Instant Message.”



When double-clicking a Contact, OC 2007 R2 uses XML to initialize a new conversation window, and we’re finding several customers who have incompatible and/or legacy builds of MSXML.DLL that are encountering these failures.


Example Callstack:

ChildEBP RetAddr 

0006f98c 00475448 communicator!CDUIBase<DirectUI::Button>::InitializeFromXML

0006f9c4 00475309 communicator!CRosterContactView::CreateInstance+0x8b

0006f9e4 004dd544 communicator!CContactManager::CreateElement+0xeb

0006f9fc 004dd563 communicator!VirtualListView::CreateElement+0x30

0006fa14 004dc3af communicator!VirtualListView::FillVisibleLink+0x122

0006fa48 004d57db communicator!VirtualListView::FillViewWithoutRefresh+0xbd

0006fa80 004f347b communicator!VirtualListView::FillView+0xa9

0006fa90 004f3489 communicator!VirtualListView::OnThaw+0x30

0006fa98 00482d69 communicator!Freezable::Thaw+0xf

0006facc 0046cd9c communicator!CContactGroupItemBase::AddItemAtIndex+0xba

0006fadc 0046d13e communicator!CContactGroupItemBase::AddItemLast+0x10

0006fb08 0046d0e3 communicator!CContactManager::AddContact+0x57

0006fb20 004b0d40 communicator!CRosterListView::OnParticipantAdded+0x3f

0006fb60 0046d2b1 communicator!CRosterListView::SetContext+0x10a

0006fb94 0046cf79 communicator!CDUIConversationFrame::InitializeChildren+0xd0

0006fbe0 00479f8b communicator!CDUIConversationFrame::Initialize+0x234

0006fc34 0045cba0 communicator!CDUIConversationFrame::EnsureConversationWindow+0xe3

0006fc60 0045bf6a communicator!CDUIConversationFrame::CreateNewWindow+0x76

0006fcac 0045cb89 communicator!CDUIConversationFrame::FindOrCreateTwoPartyConversationWindow+0xde

0006fcd0 00427ba3 communicator!ConvUI_FindOrCreateTwoPartyConversationWindow+0x1e

0006fd68 0055d909 communicator!CSelectedContacts::StartActionWithSelectedContacts+0x1a3

0006fd88 7e418734 communicator!CSelectedContacts::WndProc+0x4e

0006fdb4 7e418816 user32!InternalCallWinProc+0x28

0006fe1c 7e4189cd user32!UserCallWinProcCheckWow+0x150

0006fe7c 7e418a10 user32!DispatchMessageWorker+0x306

0006fe8c 00505efb user32!DispatchMessageW+0xf

0006fed8 005079ac communicator!COcApp::RunMessageLoop+0xa1

0006fee8 00507b85 communicator!ATL::CAtlExeModuleT<COcApp>::Run+0x1e

0006ff18 00507a9c communicator!COcApp::RunApp+0xed

0006ff30 00507a05 communicator!WinMain+0x7e

0006ffc0 7c817067 communicator!__tmainCRTStartup+0x140

0006fff0 00000000 kernel32!BaseProcessStart+0x23


Example incompatible/legacy version of MSXML.DLL:

0:008> lmvm msxml

start    end        module name

71130000 711b3000   msxml      (export symbols)       msxml.dll

    Loaded symbol image file: msxml.dll

    Image path: c:\windows\system\msxml.dll

    Image name: msxml.dll

    Timestamp:        Fri Nov 05 13:10:21 1999 (38230F7D)

    CheckSum:         000850E5

    ImageSize:        00083000

    File version:     5.0.2919.6303

    Product version:  5.0.2919.6303

    File flags:       0 (Mask 3F)

    File OS:          40004 NT Win32

    File type:        2.0 Dll

    File date:        00000000.00000000

    Translations:     0409.04b0

    CompanyName:      Microsoft Corporation

    ProductName:      Microsoft(R) Windows (R) 2000 Operating System

    InternalName:     MsXML.dll

    OriginalFilename: MsXML.dll

    ProductVersion:   5.00.2919.6303

    FileVersion:      5.00.2919.6303

    FileDescription:  XML OM for Win32

    LegalCopyright:   Copyright (C) Microsoft Corp. 1981-1999



To resolve this issue, please install XML Version 6.0 and XML Version 3.0 SP7.

Microsoft Core XML Services (MSXML) 6.0


Microsoft XML Parser (MSXML) 3.0 Service Pack 7 (SP7)


Huge credit goes to Dieter Eckstein for this solution!


Comments (14)

  1. Thanks so much or this solution!  I’m sure it would have taken me weeks to figure this out on my own!

  2. Butzelküh says:

    Please try:  regsvr32 msxml3.dll   to sould be work….

  3. nsquid says:

    having the same issue, except when i right click and select "send an instant message" i still cannot send a message. also, when i receive a message, i see notification in lower right hand corner, but cannot open a text box to view or reply to the message. i've updated, reinstalled, installed msxml 6.0 and 3.0 sp7, nothing. only happens on one computer but happens in different accounts on that pc.

    going to have to reinstall windows i suppose.

  4. Scott Oseychik says:


    Indeed, it appears to be specific to that particular machine.  If you'd like assistance with troubleshooting/debugging it, you should engage our Unified Communications Support Team (see  However, if it's quicker / more efficient to simply wipe the machine, and reload the OS + applications from scratch, I'm not going to argue with that approach. 🙂


    Scott Oseychik

  5. Ankit says:

    Thanks so much or this solution!  I was not sure of finding a solution while searching.

    Good work!!

  6. Galman says:

    Suffering the same issue. Windows 7 OC 2007 R2 installed. Can chat with only some of my contacts.

  7. Scott Oseychik says:

    @Galman: Has the workaround not provided relief in your specific case?


    Scott Oseychik

  8. Nick says:

    Hi Scott,

    When I'm using Microsoft Office Communicator 2007 R2, double-clicking a Contact fails to launch a new conversation window.  I am able to right-click a Contact, and select “Send an Instant Message" but I have the same situation (fails to launch a conv. window). It happens for all my contact and its a local problem, it work's for another computer from the network. Windows XP soft.

    Any idea?



  9. Rohit says:

    @Butzelküh  : Thanks so much the register DLL method worked for me..

  10. Viral says:

    Sorry to say but evn after doing this i face the same problem…

    The only solution i found was formatting the sys…

  11. kin says:

    @nsquid same as you.

    no any other method to resolve the issue?

  12. Raja says:

    Thanks a lot for sharing.. it is working fine

  13. Parmanand Patil says:

    Thanks it works for our user.

    Thanks a lot for putting this soltion….

  14. Yingpei says:

    I encounter the same problem as @nsquid. I also has a symptom that IE cannot open website, instead, IE will prompt me to download the site as text file. Our IS tells me to reinstall IE, and my problem is gone now. Post here in case other people want a solution.

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