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Outlook 2013 crashing

    Question

  • Hi!

    This is unbelievable...

    Microsoft fixes one bug with mapi over http (https://social.technet.microsoft.com/Forums/office/en-US/e8fa8b6f-8517-4ab2-8520-5fd7e2e81f69/exchange-migration-and-outlook-problems?forum=exchangesvrclients)

    and here we go again with new bug.

    Today I`ve deployed latest outlook patch to all of my clients, and now Outlook is crashing every 10 minutes and then restarting itself. I tried on fresh Win10, no AV with latest patches applied and here we go, Outlook crashing there too.

    Come on guys, do you EVER do proper QA before releasing anything office 2013 related?

    This is the worst version of Outlook ever.

    Sorry for negative attitude but this is how things are.

    Event log:

    Faulting application name: OUTLOOK.EXE, version: 15.0.4771.1000, time stamp: 0x561cc7cf
    Faulting module name: ntdll.dll, version: 10.0.10240.16430, time stamp: 0x55c599e1
    Exception code: 0xc0000005
    Fault offset: 0x00055635
    Faulting process id: 0xc40
    Faulting application start time: 0x01d11c4eca4fbf7d
    Faulting application path: C:\Program Files\Microsoft Office 15\root\office15\OUTLOOK.EXE
    Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
    Report Id: ed2b7416-884c-11e5-9c3b-0023140f85c4
    
    
    Log Name:      Application
    Source:        Windows Error Reporting
    Date:          11.11.2015 09:19:35
    Event ID:      1001
    Task Category: None
    Level:         Information
    Keywords:      Classic
    User:          N/A
    Description:
    Fault bucket 107673228149, type 1
    Event Name: APPCRASH
    Response: Not available
    Cab Id: 0
    
    Problem signature:
    P1: OUTLOOK.EXE
    P2: 15.0.4771.1000
    P3: 561cc7cf
    P4: ntdll.dll
    P5: 10.0.10240.16430
    P6: 55c599e1
    P7: c0000005
    P8: 00055635
    P9: 
    P10: 
    

    Wednesday, November 11, 2015 8:37 AM

All replies

  • You'll get better attention opening a ticket with Microsoft Support than complaining here.

    Ed Crowley MVP "There are seldom good technological solutions to behavioral problems."
    Celebrating 20 years of providing Exchange peer support!

    Wednesday, November 11, 2015 8:52 AM
    Moderator
  • Well I tried that first but I got ( and still is not working):

    An error occurred

    Please try your request again later

    This is their support app. :S

    Wednesday, November 11, 2015 9:28 AM
  • Have you tried https://support2.microsoft.com/oas ?

    If it does not work, call them. Once I have tried to report unavailability of their support service and they were even unable to provide a contact to someone who cares about it. So they have recommended me to report it to forums. Funny.


    M.

    Wednesday, November 11, 2015 9:30 AM
  • Also tried that and I got:

    You can also enter your Product ID below for more personalized help, and to confirm if you're eligible for free support.

    The product ID number you have entered is not valid or does not use the correct format. Please enter a valid product ID number and try again. Make sure the product ID number is of the form: 12345-XXX-7654321-98765.

    But it is a valid product ID.

    lol is all I can say.

    Wednesday, November 11, 2015 10:41 AM
  • Hi All,

    I just wanted to say thank you to Gregaslo12 for opening this forum thread - as I have also seen the same error reported today on 3 different PCs at 3 separate locations - so I am guessing that there is probably something wrong with one of the recent updates - and am glad to find someone openly reporting it.

    We have seen pretty much exactly the same issue, with the same error message, with the end users Outlook crashing every 10 minutes.

    The information I have available so far is that two of the affected PCs were running Windows 7 with Outlook 2013 and one user is running Windows 8.1 with Office 2007.

    Does anyone have any feedback yet as to what the issue might be? (which patch, etc).

    Wednesday, November 11, 2015 1:29 PM
  • I'm having the same crash issue on Outlook 2010 users after this round of updates from last night.
    Wednesday, November 11, 2015 2:46 PM
  • Hi All,

    I just wanted to say thank you to Gregaslo12 for opening this forum thread - as I have also seen the same error reported today on 3 different PCs at 3 separate locations - so I am guessing that there is probably something wrong with one of the recent updates - and am glad to find someone openly reporting it.

    We have seen pretty much exactly the same issue, with the same error message, with the end users Outlook crashing every 10 minutes.

    The information I have available so far is that two of the affected PCs were running Windows 7 with Outlook 2013 and one user is running Windows 8.1 with Office 2007.

    Does anyone have any feedback yet as to what the issue might be? (which patch, etc).

    You'll get a better answer if you capture a crash dump of Outlook.exe and provide that to the Microsoft Support Team.  If you can't open it on the web, then I'm pretty sure there is a 1800 number you can call.  None of us here have access to their source code so we'd be little to no use.

    Also, if you think it's a recent update, I would suggest you start rolling off each of the most recent individual updates and see where the problem lies.


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread

    Wednesday, November 11, 2015 2:46 PM
  • So - a little more feedback - it looks like this affects all versions of Outlook from 2007 upwards and the crashes happen when opening specific emails (some people think it is HTML formatted emails).

    It looks like the issue goes away if you remove the recently released KB3097877 windows update.

    We have tried this on two of the PCs and waiting to see if the issue returns.

    Wednesday, November 11, 2015 2:52 PM
  • We are also having real sporadic crashes of Outlook and PowerPoint.
    Wednesday, November 11, 2015 2:54 PM
  • We have Windows 10.

    Office is C2R version so I can only lower build and no specific updates.

    Wednesday, November 11, 2015 2:55 PM
  • In addition, it doesn`t matter what mail I open, sometimes is crashes while starting up.
    Wednesday, November 11, 2015 2:57 PM
  • We are seeing this issue with OUtlook 2010. It appears to be with HTML-based emails that have to download certain types of content.

    Wednesday, November 11, 2015 3:48 PM
  • My boss says his keeps crashing every few minutes (2010) and mine (2013)will crash every time I click on an email I received from Staples, other HTML emails seem ok.

    • Edited by rwczen Wednesday, November 11, 2015 3:54 PM
    Wednesday, November 11, 2015 3:54 PM
  • Are people pulling this patch? and how?

    Wednesday, November 11, 2015 3:55 PM
  • So - a little more feedback - it looks like this affects all versions of Outlook from 2007 upwards and the crashes happen when opening specific emails (some people think it is HTML formatted emails).

    It looks like the issue goes away if you remove the recently released KB3097877 windows update.

    We have tried this on two of the PCs and waiting to see if the issue returns.

    So it looks like you can also get rid of KB3101374 to help with this issue.  After uninstalling this update it reduced our crashes by about 95%.  I am going to remove KB30978877 now to see if that fixes the other 5%.

    Wednesday, November 11, 2015 4:05 PM
  • I can't find the offending update. I tried uninstalling KB3101521 but Outlook still crashes.
    Wednesday, November 11, 2015 4:07 PM
  • removing KB3097877 has appeared to fix us.

    Wednesday, November 11, 2015 4:08 PM
  • removing KB3097877 has appeared to fix us.


    Just confirming that after removing KB3097877 the email that would consistently crash my Outlook 2013 now opens fine. Seems to be the culprit at least for me.
    Wednesday, November 11, 2015 4:22 PM
  • I'm so glad I found this page

    The solution (for me at least) was to removed the installed update KB3097877 and Voila!

    However bizarrely enough this update was installed on or about 14/10 so it must be another more recent update (as the problem with Outlook refusing to open only started today 11th Nov 2015) in combination with this one that is fubarring! (like binary chemicals-inert until mixed).

    This cost me HOURS to fix and in the interim I lost some files, mostly through my erring, BUT none of this would have happened if I didnt have an APP CRASH in the 1st place.

    So, we (the people) are still the MS Research and Development team then

    lol

    ERR message as below:

    Problem signature:

      Problem Event Name:                        APPCRASH

      Application Name:                             OUTLOOK.EXE

      Application Version:                           15.0.4771.1000

      Application Timestamp:                     561cc988

      Fault Module Name:                          StackHash_13a4

      Fault Module Version:                        6.1.7601.19045

      Fault Module Timestamp:                  56258e62

      Exception Code:                                  c0000374

      Exception Offset:                                000ced0b

      OS Version:                                          6.1.7601.2.1.0.256.1

      Locale ID:                                             2057

      Additional Information 1:                  13a4

      Additional Information 2:                  13a4ef3e81aaf63930b17f54821f12ca

      Additional Information 3:                  c11a

      Additional Information 4:                  c11a95446e7a7fe24dc1786b71bda80f

     

     

    Above was part of Automatic Updates and NO OPTION to STOP!

    On 11<sup>th</sup> Nov 2015

    Caused the above APP CRASH

    Resolved (?) by removing KB3097877

    Fingers X

    Wednesday, November 11, 2015 4:43 PM
  • We were having issues with our ERP software today and outlook 2010 on W7 machines, removed KB3097877. Problem solved..
    Wednesday, November 11, 2015 4:51 PM
  • What about Windows 10?

    I have no KB3097877 installed as it does not apply for Win10?

    Wednesday, November 11, 2015 6:05 PM
  • Try uninstalling these three updates KB3097877 and KB3101746 and KB3101488.

    Wednesday, November 11, 2015 6:37 PM
  • Hi Everyone,

    It seems that the Outlook crashing is caused by the latest updates on November 10, 2015. Please uninstall these updates as a workaround.

    https://social.technet.microsoft.com/Forums/en-US/482486ba-a378-4dcd-bd21-08ae19760b93/crashes-since-111115-updates-in-both-outlook-2010-and-2013-when-viewing-html-emails?forum=officeitproprevious

    Since this is a hot issue related to Outlook client, we would contact the Office support team to report this hot issue to the Product team. Hope it would be resolved sooner and we would follow the updates for this issue.

    Regards,


    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Winnie Liang
    TechNet Community Support

    Thursday, November 12, 2015 7:39 AM
    Moderator
  • Great.

    Again, what about Windows 10? It has NO KB3097877 available at all and yet my Outlook clients are still crashing.

    Outlook version is

    15.0.4771.1000

    Users are killing me and I am unable to help them.

    Answers like try to uninstall this and try to uninstall that are not good enough for me.

    Thanks.

    Thursday, November 12, 2015 9:13 AM
  • Running windows 10, checked the installed updates list and it does show items:
    KB3101488
    KB3054854

    Not having any issues, but Gregaslo12 double check neither of those are installed or any other Outlook updates installed in the last few days. I only pushed half the available updates via WSUS the other day in case this would happen. If those updates are not listed on your clients computers do the following to test:
    Right click start->go to control panel->mail (32-bit)->Show Profiles...->Remove the listed profile and Add a new profile, name it anything. See if this helps, if not, then I'd start removing all Office related updates recently installed.

    Thursday, November 12, 2015 3:28 PM
  • Gregaslo12,

    Based on the event log you posted I think you are hitting a different issue than the one caused by the Windows security update KB3097877.  The issue you are seeing is likely a bug in the Outlook 2013 November PU.  The Product Team is investigating it and I will post if there are any workarounds.  The only solution for the moment is to revert users back to the October PU.  The steps for reverting are in this KB, https://support.microsoft.com/en-us/kb/2770432.

    If the bug is the same issue we are investigating try setting the registry key at the bottom of this KB to see if it helps resolve it, https://support.microsoft.com/en-us/kb/3083832.  If you go this route add a meeting reminder in Outlook for ~Dec 10th (after Dec PU) to remove the registry key.  This is not something you want to keep longer term as it may cause other problems down the road.


    Thursday, November 12, 2015 8:05 PM
  • Numerous updates were applied to my machine recently.  Simply removing KB3097877 seems to have solved my Appcrash problem with Outlook 2013 on Windows 7 Pro.  Thanks for the tip!
    Friday, November 13, 2015 2:55 AM
  • Hi everyone,

    Please refer to the following KB:
    Outlook crashes when viewing HTML emails on Windows 7
    https://support.microsoft.com/en-us/kb/3117163

    The 3097877 update has been re-released to address this issue. If you have previously installed update 3097877, you should reinstall the update to correct this known issue. For information about this update, click the following article number to view the article in the Microsoft Knowledge Base.

    3097877 MS15-115: Description of the security update for Windows: November 10, 2015

    Regards,


    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Winnie Liang
    TechNet Community Support

    Friday, November 13, 2015 6:03 AM
    Moderator
  • Removing KB3097877 solved outlook issues for Outlook 2010 32 bit crashing in my environment.

    Another update KB3101521 was causing issues opening excel and word docs from sharepoint with IE.

    Friday, November 13, 2015 5:07 PM
  • Removing KB3097877 solved outlook issues for Outlook 2010 32 bit crashing in my environment.

    Another update KB3101521 was causing issues opening excel and word docs from sharepoint with IE.

    Looks like they are rereleasing the update.

    https://redmondmag.com/articles/2015/11/13/microsoft-reissues-outlook-patch.aspx


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread

    Tuesday, November 17, 2015 2:01 PM
  • Same issues here, Outlook and Skype/Lync as well. Removed KB3097877 from a couple machines, Outlook seems to have stabilized but Skype has crashed at least once on one of those machines since removing the update. We're using Office 2013 click-to-run 64 and 32-bit versions. Would be curious to hear if anyone else is seeing similar behavior with Skype after removing the KB3097877 update.

    Shaun

    Wednesday, November 18, 2015 7:43 PM
  • My solution for this problem. First read this https://support.microsoft.com/de-de/kb/3118497 then install https://support.microsoft.com/en-us/kb/3101488 ... and our Outlook crash problem is gone..

    Wednesday, November 25, 2015 10:12 AM