Outlook / Office Crashing
Hello,
I am running Windows 7 Professional x64 edition (RTM). I have office 2007 Enterprise installed on the computer and have all of the current patches installed for both Windows 7 and Office 2007. My Outlook is configured with only a single mail provider (Exchange 2007 server). My company also use the Microsoft Office Communicator client as well (MOC 2007 R2).
I have been having sporadic crashes with all of the office applications, but most notably with Outlook (probably because that one is always open). The crashes happen randomly throughout the day. I can be reading email, composing email, doing nothing and I will get the message that the application has stopped responding and needs to be closed.
In the event viewer, I get the following messages:Faulting application name: OUTLOOK.EXE, version: 12.0.6514.5000, time stamp: 0x4a89dc70
Faulting module name: ntdll.dll, version: 6.1.7600.16385, time stamp: 0x4a5bdb3b
Exception code: 0xc0000374
Fault offset: 0x000cdcbb
Faulting process id: 0x1ccc
Faulting application start time: 0x01ca50cbca08fe9a
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office12\OUTLOOK.EXE
Faulting module path: C:\Windows\SysWOW64\ntdll.dll
Report Id: de514f7c-bcbf-11de-b341-845be7872f9e
The common components are the application name (like I said mostly Outlook.exe because I am running Outlook most of the time, but I have had Word, Excel and Visio all do the same thing) and the Faulting module path is almost always ntdll.dll but I have seen a few with ole32.dll.
The offset and the exception code are generally different. However, I see the exception code of 0xc0000005 more often than not.
I am using Microsoft Security Essentials for the anti-virus software.
I had similar issues with my Vista Ultimate x64 install (I think it started in the May/June time frame), but I am not positive on what was going on at that time as I didn't really troubleshoot it much (I was having other issues with the computer). At the beginning of September, I installed Windows 7 Professional x64 RTM as a fresh install (format the drive and install all applications from scratch). With only office and Windows 7 installed (along with all of the updates), I started having the issue again.
I have run Outlook in safe mode and had the same issues, disabled all of the plugins I can disable and uninstalled all of the applications I can interact with outlook. I have run office diagnostics (multiple times) and nothing is wrong (according to the diagnostics). The difficult thing about this issue is that it is not easily repeatable (i.e. I cannot just reply to an email and make it happen). I have gone days without an issue and also have had the issue re-occur 5 times in a row.
To get around the issue, I have a VMware instance with Windows XP and office 2007 (with all of the updates) installed and everything is working flawlessly with no crashes or issues (which would seem to eliminate the issues of mailbox corruption, memory issues on the host computer, etc).
Anyone have any experience with similar issues or other suggestions?
All Replies
- You might try creating a new Outlook profile. I've found this fix many Outlook problems.
- Proposed As Answer bykbaer01 Monday, October 19, 2009 8:30 PM
Hi,
Base on my research, some other DLLs may cause this issue.
1. Please verify if audio codec has been installed.
2. Please verify if you have installed Media Player Classic or its inheritances.
3. Please verify if you have installed Nvidia ForceWare Network Access Manager software.
4. Please check if you have 3rd party connector to connect with OCS.
Besides, please disable the Antivirus and then create a new profile to test the issue again.
Regards,
Xiu
- Marked As Answer byXiu Zhang - MSFTMSFT, ModeratorFriday, October 30, 2009 8:58 AM
- Unmarked As Answer byPatrick McNeil Tuesday, November 03, 2009 5:09 PM
I have tried creating a new profile and that did not help any (since I had a similar issue on my previous install, I was not relaly too hopeful on that).
I have audio codecs installed and the window media player is also installed. I do have the Nvidia graphics driver, but it is not the network access manager software (just the normal device drivers)
I have completely uninstalled the OCS client and that did not seem to have any effect either.
I have similar issues with the other office applications as well, so I am guessing there is some sort of common component that is causing the issue.
Thanks,
Patrick- Hi Patrick,
I found these applications from serveral known possible cause of this issue.Please disable or uninstall them to narrow down the issue.
Regards,
Xiu - OK, so I don't have any of the above installed and it still having the same issue.
The issue generally occurs when interacting with Outlook (replying to email, reading email, etc). But, I have had it occur when not doing anything with outlook at all. There are no reminders or anything that would be generating a popup box or anything
The issue also occurs in other Office applications (Word, Excell, etc). I have had similar issues in IE, but none of the other applications I have used have had any issues like this (not responding). I have tested my memory, used Virtual PC and VMWare, etc without an issue. I have stressed the PC (video encoding multiple streams, etc) without an issue. It appears to be something only with the MS Office applications. Patrick,
I've experienced the exact same problems you'ved describe in every detail, and have tried everything listed above, plus many other things
- I've experienced it on 2 seperate machines both having had clean installs of Windows 7 x64 (happened on the Beta and RC of Win 7 as well)
- I've experienced it having only installed windows and MS Office 2007 and nothing else, no configuration changes
- Running the applications in Compatibility mode for XP SP3 (not the new XP mode in Win7 Professional) solves it, but limits functionality in Outlook: you can't connect to new .pst files, can't change junk mail settings, etc.The time I reinstalled only Windows 7 and Office, the first crash didn't occur until after all of the Automatic Updates (including Office SP2) had run. Might just be coincidence.
It's also happens in Excel and Word, but like you said, mostly in Outlook, because I have it open more often.
- We have had a similiar issue with Outlook 2007. At least we are getting the exact same messages in our Eventlogs. Most notably this occurs when certain users attempt to print from Outlook 2007. In our situation, the problem seems to have crept up, since the October Security patches were installed. Both updates 972363 and 974234 related to Office / Outlook. If I remove the patch 972363, the problem goes away. This is not a final solution for now, but it seems to work.
- I recently installed Windows 7 and have loaded office 2007 and I have only one email configured(Exchanged 2007 acct). I had XP installed and called Dell to verify that the laptop I am running should support Windows 7(Dell Latitude 630). They said it should be no problem, maybe a graphics issue with certain drivers but over all everything should work fine.
At first everything did, but once I added the notebook to the domain, I installed Trend Micro and configured my email and now about 3-5 times an hour, my OUTLOOK.exe freezes up. I have now been leaving my resource monitor up and running and I can see that OUTLOOK.exe turns red and is marked as NOT RESPONDING. I tried creating a new profile and that did not work. My next step is to reinstall but I can't imagine that could be the resolve. My guess is that it is the Trend A/V, I have put in a call and hoping to get a driver update for Windows 7. I just wanted to add my situation and report back if the Trend update works. If I try anything else, I'll make sure to post, especially if it works.
Thanks,
Jr. Admin - I went ahead and removed Trend from my system and Outlook.exe is still having issues. If anyone has any ideas, please let me know.
Jr. Admin - I have been trying different suggestions from around the net. Most of them involve applications that integrate into the Office systems as add-ins (anti-virus, third party plug-ins, etc).
I have been uninstalling applications one at a time to see if I can get the issues to go away.
The last thing I uninstalled is the Windows Live Mesh (http://www.mesh.com). Since I uinstalled it last Thursday, I have not had a single crash. I am going through the process of reinstalling the other applications (to make sure that is what the problem was), so I will update again in a few days.
Patrick - I never installed Mesh on my system, I looked under Programs and it was not installed as part of the O/S. This is really starting to suck to the point I'm ready to go back to XP. I might try using Open Office, it just sucks that with each new O/S, there must be these annoying issues. It's not like Outlook is a small obscure software. I'll keep digging for now and post what I find out.
Thanks,
Jr. Admin - So I thought it might be Adobe since I did not have a licensed version so I uninstalled but still had lock up issues. I did find that my Dell laptop had an updated BIOS but that did not help either. Back to the drawing board.
Jr. Admin - So, the mesh was not the solution either.
Shortly after the post (and I started to enable applications again), I started having crashes again.
Even after re-disabling all of the add-ins I had the crashing (typically when replying or reading emails in a window). I disabled all of the add-ins and still had the issue (which is very frustrating).
I rebooted (with no change), ran the office diags (with no changes/problems found) and then ran the repair option for my Office Installation. I have been stable since (but it has only been a couple of hours).
Patrick - Well I found a service patch for 2007 on the Microsoft site. I have installed SP 2 and also ran through the repair you mentioned and so far so good. So hopefully we are both out of the woods.
Thanks for your help.
Jr. Admin
