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Microsoft Outlook 2016 Hangs loading emails with Web Content RRS feed

  • Question

  • Hi There,

    My customer is experiencing an issue on Windows 10 1703 and Outlook 2016, a number of executives subscribe to a news aggregator www.isentia.com to track mentions, the provider sends particularly large emails loaded with HTML content and Web based images.

    I imagine this issue will also occur with other emails that match this pattern. The Hang is non-fatal but simply clicking on the email can cause Outlook to hang for 5-10 minutes, I could simply block this sender and the problem would go away but I think their is an underlying bug in WWLIB.dll. Loading these emails with web content also causes a dramatic increase in CPU time 25-40%.

    After attaching to the process or analysing memory dumps from the process the thread with the highest CPU time is always wwlib!PTLS7::LsDestroyContext

    Watching the activity of outlook.exe through procmon from Sysinternals shows millions of calls to .tmp files in the ..\inetcache\content.word directory this does not appear to be overloading the disk and is 100% reads.

    I can provide samples of an email that causes this problem if required.

    

    

    Tuesday, October 24, 2017 2:19 AM

All replies

  • After setting a breakpoint on the memory address and rerunning the function through the attached debugger I get the following output.
    0:000> g wwlib!PTLS7::LsDestroyContext+0x123b
    (b50.2150): Unknown exception - code 000006be (first chance)
    (b50.ef0): Unknown exception - code 000006be (first chance)
    (b50.2a1c): Unknown exception - code 00000006 (first chance)
    (b50.ae4): Unknown exception - code 00000006 (first chance)
    (b50.ae4): Unknown exception - code 00000006 (first chance)
    (b50.ae4): Unknown exception - code 00000006 (first chance)
    eax=00000000 ebx=00000000 ecx=c22bfd83 edx=00000000 esi=00000005 edi=197eb980
    eip=0f67ccda esp=017ff574 ebp=017ff838 iopl=0         nv up ei pl zr na pe nc
    cs=0023  ss=002b  ds=002b  es=002b  fs=0053  gs=002b             efl=00200246
    wwlib!PTLS7::LsDestroyContext+0x123b:
    0f67ccda 8b4dfc          mov     ecx,dword ptr [ebp-4] ss:002b:017ff834=b0ccb09f

    Tuesday, October 24, 2017 2:21 AM
  • Hello,

    Does this issue continue if we try starting Outlook in safe mode? Press Win key + R to open the Run command, type outlook /safe and press Enter.

    Besides, we may also try preventing Outlook from automatically downloading images via disabling the following option and then see whether this issue continues. The option could be found under File > Options > Trust Center > Trust Center Settings > Automatic Download.

    Hope this helps.

    Regards,

    Steve Fan


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    • Proposed as answer by Steve Fan Thursday, October 26, 2017 9:07 AM
    Wednesday, October 25, 2017 8:35 AM