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MS Office Crashes - Multiple versions RRS feed

  • Question

  • I'd like to throw this out there and see if anyone else has run into this issue

    This started with Outlook (2007 and 2010) but I've found that it happens with other Office programs - Word, Excel etc...

    When you open Outlook, it crashes right away giving you a message saying Outlook has stopped working, Check online for a solution and the option is to close it.

    This is happening on about 9 or 10 computer on my network.

    Network overview:

    - PDC is 2008 Server R2, but operating at 2003 forest level until I can update one server.

    - all computers are around 1 year old running Windows 7 Pro 64bit

    - One domain on the network - very small network

    - Exchange 2007 Server in house.

    What I've done to date:

    - Run DCDIAG and cleaned up metadata as needed

    - run NETDIAG and also cleaned up as needed

    - had found some DNS references from old network configuration as well as metadata from old DC's that I removed, re-ran both and got clean results

    - Found a GP replication error and fixed that.

    - Run Virus scans using Symantec Endpoint Protection and Malwarebytes and come up with very clean computers

    - determined problem exists in regular or safe mode

    - Run all updates on the computers

    - disabled ALL add-ins in Outlook

    - setup Outlook under my own profile on several of the machines and still get the problem - my Office runs with not a single problem on my computer.

    - ran scanpst to fix .pst file

    - let Outlook rebuild .pst file from scratch

    - tried an upgrade to Office 2013 Pro (worked for a couple days, but is back to crashing)

    - did a complete uninstall and re-install of Office 2010

    - Downloaded and ran MS Office Configuration Analyzer Tool and only problem shown was KB3004394 was installed, which I removed and ran analyzer and came up with clean results.

    Event log shows the error when Outlook or Word crash:

    Log Name:      Application
    Source:        Application Error
    Date:          2/27/2015 4:16:58 PM
    Event ID:      1000
    Task Category: (100)
    Level:         Error
    Keywords:      Classic
    User:          N/A
    Computer:      XXXXX.XXXXX.XXX
    Description:
    Faulting application name: OUTLOOK.EXE, version: 14.0.7143.5000, time stamp: 0x54b56e39
    Faulting module name: OUTLOOK.EXE, version: 14.0.7143.5000, time stamp: 0x54b56e39
    Exception code: 0xc0000005
    Fault offset: 0x00100d55
    Faulting process id: 0x18d0
    Faulting application start time: 0x01d052db19d711f6
    Faulting application path: C:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE
    Faulting module path: C:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE
    Report Id: 57faa196-bece-11e4-858a-180373235350
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
      <System>
        <Provider Name="Application Error" />
        <EventID Qualifiers="0">1000</EventID>
        <Level>2</Level>
        <Task>100</Task>
        <Keywords>0x80000000000000</Keywords>
        <TimeCreated SystemTime="2015-02-27T22:16:58.000000000Z" />
        <EventRecordID>79124</EventRecordID>
        <Channel>Application</Channel>
        <Computer>XXX.XXXX.XXX</Computer>
        <Security />
      </System>
      <EventData>
        <Data>OUTLOOK.EXE</Data>
        <Data>14.0.7143.5000</Data>
        <Data>54b56e39</Data>
        <Data>OUTLOOK.EXE</Data>
        <Data>14.0.7143.5000</Data>
        <Data>54b56e39</Data>
        <Data>c0000005</Data>
        <Data>00100d55</Data>
        <Data>18d0</Data>
        <Data>01d052db19d711f6</Data>
        <Data>C:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE</Data>
        <Data>C:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE</Data>
        <Data>57faa196-bece-11e4-858a-180373235350</Data>
      </EventData>
    </Event> 

    This has been going on for over a week and only affects a handful of computers. I've found that if the user gets the error, cancels, restarts the program, error, cancel, restarts, error, cancel, restarts - the program will eventually open and stay running for usually the rest of the day.

    Starting to beat my head against the wall on this one.

    Anyone run into this before?

    Thanks - Eric

    Sunday, March 1, 2015 12:28 AM

All replies

  • I had the same issue. What I did was uninstalled Office 2010, then deleted ALL Microsoft Office files in program files and in the user directories. Rebooted, reinstalled Office 2010, applied the office updates and did a scanpst on the existing archive file and Outlook 2010 is running properly. (Knock on wood that it keeps on running)

    Hope this helps you out.

    John

    Sunday, March 1, 2015 4:23 PM
  • Thanks John

    It appears that this seems to be the fix.

    1) Locate and uninstall KB3004394, then hide it so it doesn't re-install (thanks Microsoft)

    2) Uninstall the Office Demo that Dell puts in there

    3) Do a total uninstall of MS Office, re-start and do a fresh install, then re-install all the updates

    I've done this on eight computers so far and so far, so good. Keeping my fingers crossed.

    I do recommend the Office Configuration Analyzer Tool though - gives a lot of good information

    http://www.microsoft.com/en-us/download/details.aspx?id=36852

    Tuesday, March 3, 2015 8:14 PM
  • Update: Seemed the fix worked for a couple days. Now the same computers are back to connect, immediate error, connect, immediate error then usually the third time Outlook stays connected for the rest of the day.

    Back to the drawing board.

    I'll keep you posted.

    Any other ideas are certainly welcomed.

    Thanks - Eric

    Wednesday, March 11, 2015 5:23 PM
  • Hi,

    I am having the same problem, Only on a few machines. I have looked at the installed updates, and KB3004394 is installed, however this is also installed on a machine that a user hasn't complained about the outlook crashes.

    Currently looking at all the updates that have been installed on a problem machine, and trying to marry up with a non problem machine... A long task :-(

    Any updates will be greatly appreciated

    Thanks

    Paul

    Friday, March 20, 2015 9:46 AM