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Random (but regular) crash when sending/replying RRS feed

  • Question

  • Hi,

    This one's got me. I've tried:

    New Outlook profile
    Clearing out the Office folders in the user's Windows profile
    Uninstalling/re-installing Office (with fairly recent updates slip-streamed in)
    Disabling add-ins

    User is on Windows 10 64-bit with Office 2016 32-bit. Exchange version is 2016 CU12

    Faulting application name: OUTLOOK.EXE, version: 16.0.4690.1000, time stamp: 0x5acd0a3d
    Faulting module name: OUTLOOK.EXE, version: 16.0.4690.1000, time stamp: 0x5acd0a3d
    Exception code: 0xc0000005
    Fault offset: 0x00866637
    Faulting process id: 0x124
    Faulting application start time: 0x01d4d59ef06f911d
    Faulting application path: C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE
    Faulting module path: C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE
    Report Id: 1c75293a-e021-45cb-a751-b541ea4805a1
    Faulting package full name: 
    Faulting package-relative application ID:
    
    OUTLOOK.EXE
    			16.0.4690.1000
    			5acd0a3d
    			OUTLOOK.EXE
    			16.0.4690.1000
    			5acd0a3d
    			c0000005
    			00866637
    			124
    			01d4d59ef06f911d
    			C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE
    			C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE
    			1c75293a-e021-45cb-a751-b541ea4805a1
    

    Tuesday, April 2, 2019 9:41 AM

All replies

  • Hi Lanky Doodle,

    What’s your account type? Exchange, POP or IMAP?

    Does it happen when sending or replying to some specific emails? For example, to certain recipients? Emails with large attachments or linked files?

    I’ve noticed the version 16.0.4690.1000 is not the latest. We can install newest updates for both Office and Windows to see if it helps. Reference: March 2019 updates for Microsoft Office

    What’s the size of local data file? If the data file size is large, Outlook will easily freeze or crash.

    To find your data file:

    1. Open File > Account Settings > Account Settings.
    2. Select Data file tab.
    3. Choose your account data file and click “Open File Location…”

    The recommended size would be around 10 G. If it is too large, please follow the steps in this article to archive your mailbox.

    Besides, some antivirus software will integrate with Outlook client which can also leads to this issue. Please temporarily close these programs to see the results.

    Any updates, please feel free to post back.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


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    • Proposed as answer by Perry-Pan Thursday, April 4, 2019 6:42 AM
    Wednesday, April 3, 2019 1:56 AM
  • Hi Lanky Doodle,

    Does Outlook still hang?

    Any updates, you can feel free to tell us.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Friday, April 5, 2019 6:45 AM
  • Hi Lanky Doodle,

    Just check if the suggestion above is helpful to you.

    If you've found the fix, you can also share it here. If the information above is helpful, it's recommended to mark it as answer which will benefit other users to easily find useful reply here.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Monday, April 8, 2019 3:12 AM
  • Hi,

    Sorry for not getting back sooner.

    Account type is Exchange (in online mode, we don't use cached mode for desktop PCs)
    It is totally random - sometimes to external recipients, sometimes to internal, sometimes a mix
    With out without attachments, sometimes even with really simple email body content (brand new emails and emails with both really short or long conversations)

    When I recently re-installed Office for this user, they were on an even much older build of Office 2016 before-hand. Installing 16.0.4690.1000 didn't help. We have other users on exactly the same combination and build versions (me included) who don't have this issue!

    Monday, April 8, 2019 9:57 AM
  • Hi Lanky Doodle,

    According to my research, this issue may occur if Outlook is configured in Online mode and you have a large nickname cache.

    We can follow steps below to clear nickname cache.

    1. In Outlook, on the File menu, click Options.
    2. Select the Mail tab.
    3. Scroll approximately halfway down until you see Send messages section.
    4. Click Empty Auto-Complete List.
    5. Click Yes to confirm.
    6. Click OK.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    • Proposed as answer by Perry-Pan Friday, April 12, 2019 8:11 AM
    Tuesday, April 9, 2019 5:11 AM
  • That's a good shout. I'll give it a go and let you know how I get on.
    Tuesday, April 9, 2019 1:03 PM
  • Hi Lanky Doodle,

    I'm writing to see how is everything going on with this issue?

    If the reply helps, it's recommended to mark it as answer. If you have further concern, please feel free to post back.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Thursday, April 11, 2019 7:08 AM
  • It's a no - heard from them on Friday that it happened again.
    Sunday, April 14, 2019 4:16 PM
  • Sorry to hear that. Does this issue happen to specific user? This user can add his account to another computer and then test the result.

    We can also create a new Windows user.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Tuesday, April 16, 2019 5:34 AM
  • Hi

    Apologies for jumping on this thread, but we too are seeing the same issue reported. 

    Users are getting Outlook closing randomly when sending (only seems to happen on sending emails).  We are a Citrix Xendesktop house and users are using VDI with Win10, Outlook 2016 (version is slightly different) we have Windows updates from March 2019 including the VDI image.

    When the issue occurs the event logs below islogged (very similar to original poster).  We have tried many things including emptying the AutoComplete but still users report the problem, removing Add-ins but still issue occurs (which is frustrating users!)

    Faulting application name: OUTLOOK.EXE, version: 16.0.4795.1000, time stamp: 0x5c0fddd4
    Faulting module name: OUTLOOK.EXE, version: 16.0.4795.1000, time stamp: 0x5c0fddd4
    Exception code: 0xc0000005
    Fault offset: 0x0086b503
    Faulting process ID: 0xd0c
    Faulting application start time: 0x01d5053ce597a662
    Faulting application path: C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE
    Faulting module path: C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE
    Report ID: 99cc4858-fb5e-477f-be08-7ebbcb82a516
    Faulting package full name:
    Faulting package-relative application ID:

    If anyone has any ideas on what else we can check or do, it will be gratefully received.

    Thanks, Neatley


    • Edited by neatley Monday, May 20, 2019 3:51 PM
    Monday, May 20, 2019 3:51 PM
  • Again, sorry the delay!

    Yes, it seems a specific user (no-one has mentioned it). I'll try a different computer next.

    This is a Windows domain with on-premise Exchange. Creating a new user is not really an option (and the link you provided is for local accounts). And just to confirm, this is only happening since upgrading from Exchange 2010 to Exchange 2016 - it was absolutely fine before.


    Tuesday, May 21, 2019 1:49 PM