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Outlook 2016 v 16.0.4627.1000 crashes - Server 2016 - Random kernelbase.dll 10.0.14393.1770 RRS feed

  • Question

  • Dear All,

    We are currently using Windows Server 2016 combined with Office 2016 and Citrix. However users expierence crashes from time-to-time. The output of the crash:

    Application name: OUTLOOK.EXE

    Version: 16.0.4627.1000 (MSI-based ProPlus)

    KERNELBASE.dll

    Module Ver: 10.0.14393.1770

    Exception: e0434352

    Does somebody have any idea?

    *For the record, we use multiple on-premise Exchange 2013 servers within a cluster.

    • Edited by Ronald Buys Wednesday, January 17, 2018 12:39 PM
    • Moved by Steve Fan Thursday, January 18, 2018 1:48 AM move to dedicated Outlook forum
    Wednesday, January 17, 2018 12:03 PM

All replies

  • Anybody? In need of help.
    Wednesday, January 17, 2018 12:53 PM
  • Faulting application name: OUTLOOK.EXE, version: 16.0.4627.1000, time stamp: 0x5a0b7153
    Faulting module name: KERNELBASE.dll, version: 10.0.14393.1770, time stamp: 0x59bf2bcf
    Exception code: 0xe0434352
    Fault offset: 0x000daa12
    Faulting process id: 0x2764
    Faulting application start time: 0x01d38f60dad7ac17
    Faulting application path: C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE
    Faulting module path: C:\Windows\System32\KERNELBASE.dll
    Report Id: bde708c7-fb74-11e7-a2c1-005056b57273
    Faulting package full name: 
    Faulting package-relative application ID: 
    Wednesday, January 17, 2018 1:23 PM
  • Crashdump:

    *******************************************************************************
    *                                                                             *
    *                        Exception Analysis                                   *
    *                                                                             *
    *******************************************************************************

    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for mso99Lwin32client.dll - 
    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for OLMAPI32.DLL - 
    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for mso30win32client.dll - 
    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for OSF.DLL - 
    *** WARNING: Unable to verify checksum for System.ni.dll
    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for OUTLPH.DLL - 
    *** WARNING: Unable to verify checksum for System.Drawing.ni.dll
    *** WARNING: Unable to verify checksum for System.DirectoryServices.Protocols.ni.dll
    GetUrlPageData2 (WinHttp) failed: 12030.

    DUMP_CLASS: 2

    DUMP_QUALIFIER: 400

    FAULTING_IP: 
    +0
    00000000 ??              ???

    EXCEPTION_RECORD:  (.exr -1)
    ExceptionAddress: 00000000
       ExceptionCode: 80000003 (Break instruction exception)
      ExceptionFlags: 00000000
    NumberParameters: 0

    FAULTING_THREAD:  000065b8

    PROCESS_NAME:  OUTLOOK.EXE

    ERROR_CODE: (NTSTATUS) 0x80000003 - {EXCEPTION}  Breakpoint  A breakpoint has been reached.

    EXCEPTION_CODE: (HRESULT) 0x80000003 (2147483651) - One or more arguments are invalid

    EXCEPTION_CODE_STR:  80000003

    WATSON_BKT_PROCSTAMP:  5a0b7153

    WATSON_BKT_PROCVER:  16.0.4627.1000

    PROCESS_VER_PRODUCT:  Microsoft Outlook

    WATSON_BKT_MODULE:  unknown

    WATSON_BKT_MODVER:  0.0.0.0

    WATSON_BKT_MODOFFSET:  0

    WATSON_BKT_MODSTAMP:  bbbbbbb4

    BUILD_VERSION_STRING:  10.0.14393.1198 (rs1_release_sec.170427-1353)

    MODLIST_WITH_TSCHKSUM_HASH:  ce3beb8ec103725c560182b26b86589a75287da4

    MODLIST_SHA1_HASH:  d9b6e2be5f204121b6b0d17ef2957d2045ec69b3

    NTGLOBALFLAG:  400

    APPLICATION_VERIFIER_FLAGS:  0

    PRODUCT_TYPE:  3

    SUITE_MASK:  16

    DUMP_FLAGS:  8000c07

    DUMP_TYPE:  3

    MISSING_CLR_SYMBOL: 0

    ANALYSIS_SESSION_HOST:  DESKTOP-668

    ANALYSIS_SESSION_TIME:  01-17-2018 17:27:50.0385

    ANALYSIS_VERSION: 10.0.16299.15 amd64fre

    MANAGED_CODE: 1

    MANAGED_ENGINE_MODULE:  clr

    CONTEXT:  80004003 -- (.cxr 0xffffffff80004003)
    Unable to read context, HRESULT 0x80004002

    THREAD_ATTRIBUTES: 
    OS_LOCALE:  NLD

    ADDITIONAL_DEBUG_TEXT:  SOS.DLL is not loaded for managed code. Analysis might be incomplete

    PROBLEM_CLASSES: 

        ID:     [0n309]
        Type:   [@APPLICATION_FAULT_STRING]
        Class:  Primary
        Scope:  DEFAULT_BUCKET_ID (Failure Bucket ID prefix)
                BUCKET_ID
        Name:   Omit
        Data:   Add
                String: [BREAKPOINT]
        PID:    [Unspecified]
        TID:    [Unspecified]
        Frame:  [0]

        ID:     [0n152]
        Type:   [ZEROED_STACK]
        Class:  Addendum
        Scope:  BUCKET_ID
        Name:   Add
        Data:   Omit
        PID:    [0x1ab4]
        TID:    [0x65b8]
        Frame:  [0] : ntdll_77570000!NtWaitForMultipleObjects

        ID:     [0n115]
        Type:   [CLRSETUP_MSCORLIBMISMATCH]
        Class:  Addendum
        Scope:  DEFAULT_BUCKET_ID (Failure Bucket ID prefix)
                BUCKET_ID
        Name:   Add
        Data:   Omit
        PID:    [0x1ab4]
        TID:    [0x65b8]
        Frame:  [Unspecified]

        ID:     [0n239]
        Type:   [NOSOS]
        Class:  Addendum
        Scope:  DEFAULT_BUCKET_ID (Failure Bucket ID prefix)
                BUCKET_ID
        Name:   Add
        Data:   Omit
        PID:    [Unspecified]
        TID:    [Unspecified]
        Frame:  [0]

    BUGCHECK_STR:  BREAKPOINT_NOSOS_ZEROED_STACK_CLRSETUP_MSCORLIBMISMATCH

    DEFAULT_BUCKET_ID:  BREAKPOINT_NOSOS_CLRSETUP_MSCORLIBMISMATCH

    PRIMARY_PROBLEM_CLASS:  BREAKPOINT

    LAST_CONTROL_TRANSFER:  from 75a01d80 to 775deb2c

    STACK_TEXT:  
    01cfe0fc 75a01d80 00000003 01cfe390 00000001 ntdll_77570000!NtWaitForMultipleObjects+0xc
    01cfe290 61c57d05 00000003 01cfe390 00000000 KERNELBASE!WaitForMultipleObjectsEx+0xf0
    WARNING: Stack unwind information not available. Following frames may be wrong.
    01cfe2c8 5df459af 00000003 01cfe390 00000000 mso20win32client!Ordinal639+0x890
    01cfe8c0 5df45ec8 01cfe92c 00000000 00000413 mso99Lwin32client!Ordinal414+0x53c
    01cfe910 00d6f734 01cfe92c ec1cdc2e 00d6f644 mso99Lwin32client!Ordinal2627+0x108
    01cfe95c 5e19a8c8 4ad520d8 00000000 00000000 OUTLOOK!HrFixupMessagePropsSimple+0x17ff04
    01cfe970 75a8d492 01cfea28 93be8081 01cfebb8 mso99Lwin32client!Ordinal1194+0x151
    01cfea04 776165bf 01cfea28 00000000 00000000 KERNELBASE!UnhandledExceptionFilter+0x172
    01cfeaa8 775e07d6 01cfebb8 01cfec08 775f2d42 ntdll_77570000!LdrpLogFatalUserCallbackException+0x4d
    01cfeab4 775f2d42 01cfebb8 01cff618 01cfec08 ntdll_77570000!KiUserCallbackExceptionHandler+0x26
    01cfead8 775f2d14 01cfebb8 01cff618 01cfec08 ntdll_77570000!ExecuteHandler2+0x26
    01cfeba0 775e088f 01cfebb8 01cfec08 01cfebb8 ntdll_77570000!ExecuteHandler+0x24
    01cfebc0 75a0aa12 00000005 80004003 00000000 ntdll_77570000!KiUserExceptionDispatcher+0xf
    01cff0c4 729ebf0c e0434352 00000001 00000005 KERNELBASE!RaiseException+0x62
    01cff160 72a53e4e 00000000 32f1eb50 01cff180 clr!RaiseTheExceptionInternalOnly+0x27c
    01cff174 72a53dd7 00000004 01cff2e8 729eb000 clr!RaiseTheException+0x8e
    01cff19c 72a53d70 00000004 fd4ef7bb 7290f7c4 clr!RealCOMPlusThrowWorker+0x72
    01cff1c8 72a53f3b 00000004 32f1eb50 72bb0b9b clr!RealCOMPlusThrow+0x2e
    01cff1d4 72bb0b9b fdb0f893 00000000 0cdd1b10 clr!RealCOMPlusThrow+0x7
    01cff2f4 72bb026d 00000000 01cff338 fdb0f9a3 clr!Thread::RaiseCrossContextException+0x369
    01cff3c4 72a8a98a 00000003 72a8aa80 01cff3ec clr!Thread::DoADCallBack+0x2da
    01cff41c 2338b070 21fe90c8 2338aff5 01cff458 clr!UM2MDoADCallBack+0x92
    01cff450 7650d2b3 00011890 0000000e 00000000 0x2338b070
    01cff47c 764ee89a 21fe90de 00011890 0000000e user32!_InternalCallWinProc+0x2b
    01cff564 764ee4d0 21fe90de 00000000 0000000e user32!UserCallWinProcCheckWow+0x30a
    01cff5c4 765047fe 027ff1d0 00000000 0000000e user32!DispatchClientMessage+0xf0
    01cff608 775e0866 01cff624 00000018 01cff758 user32!__fnGETTEXTLENGTHS+0x3e
    01cff638 76ca24fc 764f0da8 00011890 0000000e ntdll_77570000!KiUserCallbackDispatcher+0x36
    01cff63c 764f0da8 00011890 0000000e 00000000 win32u!NtUserMessageCall+0xc
    01cff6a8 764f0c10 027ff1d0 00000000 00000000 user32!SendMessageWorker+0x118
    01cff6e0 00475d3a 00011890 0000000e 00000000 user32!SendMessageW+0x140
    01cff71c 00475a89 3e872aec 01cff740 00000001 OUTLOOK!UpdateSharingAccounts+0x28112
    01cff764 00475a2e 0001186a 01cff7a8 01cff7a4 OUTLOOK!UpdateSharingAccounts+0x27e61
    01cff788 5e45e5ce 47724a80 000010a0 01cff7a8 OUTLOOK!UpdateSharingAccounts+0x27e06
    01cff7ac 5e45e5a3 000010a0 3f428f70 000010a0 mso40uiwin32client!Ordinal3079+0xd2
    01cff7e8 5e3f131f ec1376cc 47724a80 4a986d4c mso40uiwin32client!Ordinal3079+0xa7
    01cff810 5e3f1260 4a986d4c 47724a80 000010a0 mso40uiwin32client!Ordinal1704+0x105
    01cff844 5e45d679 47724a80 000010a0 00000000 mso40uiwin32client!Ordinal1704+0x46
    01cff85c 00474243 47724a80 000010a0 00000000 mso40uiwin32client!Ordinal1588+0x26
    01cff878 00474155 47724a80 000010a0 01cff894 OUTLOOK!UpdateSharingAccounts+0x2661b
    01cff89c 00473f54 000010a0 3f0a9e14 4ac40188 OUTLOOK!UpdateSharingAccounts+0x2652d
    01cff8bc 004758b7 00000003 01cff8dc 3e872aec OUTLOOK!UpdateSharingAccounts+0x2632c
    01cff8e4 0047500a ffffffff 4adbba58 00000000 OUTLOOK!UpdateSharingAccounts+0x27c8f
    01cff904 004752b5 3e872aec 00000001 4adbba58 OUTLOOK!UpdateSharingAccounts+0x273e2
    01cff928 004734f1 00000000 00000000 00000003 OUTLOOK!UpdateSharingAccounts+0x2768d
    01cff9a4 003e9b57 0a8e4a14 0a8e4a10 01cffa38 OUTLOOK!UpdateSharingAccounts+0x258c9
    01cff9d0 004e2f6e 01cffa14 003c4b25 1ca900d8 OUTLOOK!FreeDelegatorInfo+0x11ff4
    01cff9d8 003c4b25 1ca900d8 ec1ccf66 0a8e4a10 OUTLOOK!HrGetOABURL+0x3051f
    01cffa14 003c4ae4 01cffa38 4b13fc50 4b13fc40 OUTLOOK!HrBgScheduleRepairApp+0x17cf
    01cffa80 003c4735 00000953 ec1ccfba 00000000 OUTLOOK!HrBgScheduleRepairApp+0x178e
    01cffac8 003c387b 0000000e 00000000 ec1cce42 OUTLOOK!HrBgScheduleRepairApp+0x13df
    01cffb30 003c366a 00000000 00000000 00000000 OUTLOOK!HrBgScheduleRepairApp+0x525
    01cffb58 002f1194 002f0000 00000000 01ef3c97 OUTLOOK!HrBgScheduleRepairApp+0x314
    01cffba4 761d62c4 01a59000 761d62a0 a884a8e8 OUTLOOK+0x1194
    01cffbb8 775d0f79 01a59000 cf577eed 00000000 kernel32!BaseThreadInitThunk+0x24
    01cffc00 775d0f44 ffffffff 775f2ea3 00000000 ntdll_77570000!__RtlUserThreadStart+0x2f
    01cffc10 00000000 002f1000 01a59000 00000000 ntdll_77570000!_RtlUserThreadStart+0x1b


    THREAD_SHA1_HASH_MOD_FUNC:  388d6277416108ee8e1717a5e188ed4762eb0131

    THREAD_SHA1_HASH_MOD_FUNC_OFFSET:  a18de75f3260b80d0e5319983c35c5a817f4a1a8

    THREAD_SHA1_HASH_MOD:  bf975aa1d444371171b028be7c85827a7117e78a

    FOLLOWUP_IP: 
    mso20win32client!Ordinal639+890
    61c57d05 3dc0000000      cmp     eax,0C0h

    FAULT_INSTR_CODE:  c03d

    SYMBOL_STACK_INDEX:  2

    SYMBOL_NAME:  mso20win32client!Ordinal639+890

    FOLLOWUP_NAME:  MachineOwner

    MODULE_NAME: mso20win32client

    IMAGE_NAME:  mso20win32client.dll

    DEBUG_FLR_IMAGE_TIMESTAMP:  599c53b8

    STACK_COMMAND:  .cxr 0xffffffff80004003 ; kb

    FAILURE_BUCKET_ID:  BREAKPOINT_NOSOS_CLRSETUP_MSCORLIBMISMATCH_80000003_mso20win32client.dll!Ordinal639

    BUCKET_ID:  BREAKPOINT_NOSOS_ZEROED_STACK_CLRSETUP_MSCORLIBMISMATCH_mso20win32client!Ordinal639+890

    FAILURE_EXCEPTION_CODE:  80000003

    FAILURE_IMAGE_NAME:  mso20win32client.dll

    BUCKET_ID_IMAGE_STR:  mso20win32client.dll

    FAILURE_MODULE_NAME:  mso20win32client

    BUCKET_ID_MODULE_STR:  mso20win32client

    FAILURE_FUNCTION_NAME:  Ordinal639

    BUCKET_ID_FUNCTION_STR:  Ordinal639

    BUCKET_ID_OFFSET:  890

    BUCKET_ID_MODTIMEDATESTAMP:  599c53b8

    BUCKET_ID_MODCHECKSUM:  1da6aa

    BUCKET_ID_MODVER_STR:  16.0.4591.1000

    BUCKET_ID_PREFIX_STR:  BREAKPOINT_NOSOS_ZEROED_STACK_CLRSETUP_MSCORLIBMISMATCH_

    FAILURE_PROBLEM_CLASS:  BREAKPOINT

    FAILURE_SYMBOL_NAME:  mso20win32client.dll!Ordinal639

    WATSON_STAGEONE_URL:  http://watson.microsoft.com/StageOne/OUTLOOK.EXE/16.0.4627.1000/5a0b7153/unknown/0.0.0.0/bbbbbbb4/80000003/00000000.htm?Retriage=1

    TARGET_TIME:  2018-01-17T15:53:39.000Z

    OSBUILD:  14393

    OSSERVICEPACK:  1198

    SERVICEPACK_NUMBER: 0

    OS_REVISION: 0

    OSPLATFORM_TYPE:  x64

    OSNAME:  Windows 10

    OSEDITION:  Windows 10 Server TerminalServer

    USER_LCID:  0

    OSBUILD_TIMESTAMP:  2017-04-28 01:59:37

    BUILDDATESTAMP_STR:  170427-1353

    BUILDLAB_STR:  rs1_release_sec

    BUILDOSVER_STR:  10.0.14393.1198

    ANALYSIS_SESSION_ELAPSED_TIME:  7ae6

    ANALYSIS_SOURCE:  UM

    FAILURE_ID_HASH_STRING:  um:breakpoint_nosos_clrsetup_mscorlibmismatch_80000003_mso20win32client.dll!ordinal639

    FAILURE_ID_HASH:  {f1246817-f988-b3a1-2aed-710c90345d22}

    Followup:     MachineOwner
    ---------

    Wednesday, January 17, 2018 4:30 PM
  • Hi Ronald,

    Have you found any pattern that this issue will happen? Is there any trigger that causes this issue to happen? 

    How many users are affected? 

    It look that your Outlook 2016 is not fully patched, please try to install available updates and then see whether this issue continues.

    Regards,

    Steve Fan


    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, January 18, 2018 9:25 AM
  • Dear Steve,

    We tried to analyze a pattern but it is random. So we cannot find any related cause by a user performed action.

    Indeed the patches from the 9th of January aren't installed. As far as I have seen the 'Release notes' this should not be related to it. Or do you think so? It only mentions security updates.

    Thursday, January 18, 2018 9:34 AM
  • Hi Ronald,

    Thank you for the update. If there is no pattern, I'm afraid it could be hard to find the root cause. Moreover, it's no harm to keep your program updated. Since there are available updates, you may try updating it and then see the result.

    Besides, we may try starting Outlook in safe mode and see whether this issue will happen again. To start Outlook in safe mode, press Win key + R to open the Run command, type outlook /safe and press Enter.

    Regards,

    Steve Fan


    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 Steve Fan Friday, February 2, 2018 1:52 AM
    Wednesday, January 24, 2018 8:34 AM
  • Just chiming in here. We have the same issue. Citrix, Outlook 2016 (not click-to-run). Referenced file in error message is OLMAPI32.DLL

    We have tried:
    -New outlook profile
    -Repair Office
    -New Citrix profile


    Kthxbai


    • Edited by Stoltenberg Thursday, January 25, 2018 8:21 AM
    Thursday, January 25, 2018 8:16 AM