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A problem caused the program to stop working correctly

    Question

  • Dear All,

    I have an issue with a single user whose mailbox is not opening with outlook 2010. We have Exchange 2010 SP3 RU15

    Events 1000 and 1001 are logged as below

    Cannot open outlook in safe mode. Same error. So i couldnt disable addons. But normally this error pops up after addins are loaded

    Cannot open this mailbox any outlook. Recreated and created profiles in other machines as well

    Moved mailbox to a different database

    But i am able to open this mailbox in OWA

    Also if i add this as additional mailbox in outlook, it works.

    i am able to open the mailbox with mfc mapi. Checked for corruption, but couldnt find any

    Please assist if anyone seen this scenario before. I dont want to recreate the mailbox but want to know the root cause

    I dont have any other versions of outlook to test as of now

    Event ID 1000:

    Faulting application name: OUTLOOK.EXE, version: 14.0.7109.5000, time stamp: 0x522a3402
    Faulting module name: OUTLOOK.EXE, version: 14.0.7109.5000, time stamp: 0x522a3402
    Exception code: 0xc0000005
    Fault offset: 0x004b63bc
    Faulting process id: 0xbcfc
    Faulting application start time: 0x01d30e7a93bbe6ed
    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: db836f35-7a6d-11e7-a5e6-005056a849ce

    Event ID 1001:

    Fault bucket , type 0
    Event Name: APPCRASH
    Response: Not available
    Cab Id: 0

    Problem signature:
    P1: OUTLOOK.EXE
    P2: 14.0.7180.5001
    P3: 58dcb9e8
    P4: OUTLOOK.EXE
    P5: 14.0.7180.5001
    P6: 58dcb9e8
    P7: c0000005
    P8: 0042b198
    P9: 
    P10:

    Sunday, August 6, 2017 6:25 AM

Answers

All replies

  • Can you check if Mapi is enabled ? If enabled, please disable and re-enable and wait for couple of hours and test again?
    Sunday, August 6, 2017 1:22 PM
  • Thanks  for the reply. My colleague had done this earlier,

    I have also Disabled and enabled mapi but issue persists Raj,

    Sunday, August 6, 2017 4:54 PM
  • Can you run Outlook in compatibility mode? Right click Outlook Icon on desktop > properties

    Also make sure that you are running as adminstrator

    Sunday, August 6, 2017 6:47 PM
  • Hi,

    From the description, it looks that the mailbox has been successfully configured in your Outlook but the Outlook failed to open with the "A problem caused the program to stop working correctly" error, correct?

    Please first try running the Remote Connectivity Analyzer tool and see whether there is any error in the result:

    https://testconnectivity.microsoft.com/

    Besides, please also try running the following command and providing a screenshot to us:

    Get-CASMailbox user1 | fl *MAPI*

    Regards,

    Steve Fan


    Please remember to mark the replies as answers if they helped.

    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Monday, August 7, 2017 3:10 AM
    Moderator
  • Raj, Getting the attached error if i do compatibility mode

    Steve, we don't allow external access. So its not possible to test with RCA. Internal owa works fine for this mailbox. Also i am able to access this mailbox in outlook 2010 if i give full mailbox permission and add this user as an additional mailbox.

    Attached the mapi settings. We don't allow outlook anywhere

    I have also attached the WER, please check if you get a clue

    Version=1
    EventType=APPCRASH
    EventTime=131465070999152685
    ReportType=2
    Consent=1
    UploadTime=131465475520392593
    ReportIdentifier=56ed282e-7abc-11e7-8c07-005056b124c2
    IntegratorReportIdentifier=56ed282d-7abc-11e7-8c07-005056b124c2
    WOW64=1
    Response.type=4
    Sig[0].Name=Application Name
    Sig[0].Value=OUTLOOK.EXE
    Sig[1].Name=Application Version
    Sig[1].Value=14.0.7180.5001
    Sig[2].Name=Application Timestamp
    Sig[2].Value=58dcb9e8
    Sig[3].Name=Fault Module Name
    Sig[3].Value=OUTLOOK.EXE
    Sig[4].Name=Fault Module Version
    Sig[4].Value=14.0.7180.5001
    Sig[5].Name=Fault Module Timestamp
    Sig[5].Value=58dcb9e8
    Sig[6].Name=Exception Code
    Sig[6].Value=c0000005
    Sig[7].Name=Exception Offset
    Sig[7].Value=0042b198
    DynamicSig[1].Name=OS Version
    DynamicSig[1].Value=6.1.7601.2.1.0.16.7
    DynamicSig[2].Name=Locale ID
    DynamicSig[2].Value=1033
    UI[2]=D:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE
    LoadedModule[0]=D:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE
    LoadedModule[1]=C:\Windows\SysWOW64\ntdll.dll
    LoadedModule[2]=C:\Windows\syswow64\kernel32.dll
    LoadedModule[3]=C:\Windows\syswow64\KERNELBASE.dll
    LoadedModule[4]=C:\Windows\system32\VERSION.dll
    LoadedModule[5]=C:\Windows\syswow64\msvcrt.dll
    LoadedModule[6]=C:\Windows\WinSxS\x86_microsoft.vc90.crt_1fc8b3b9a1e18e3b_9.0.30729.6161_none_50934f2ebcb7eb57\MSVCR90.dll
    LoadedModule[7]=C:\Windows\syswow64\ADVAPI32.dll
    LoadedModule[8]=C:\Windows\SysWOW64\sechost.dll
    LoadedModule[9]=C:\Windows\syswow64\RPCRT4.dll
    LoadedModule[10]=C:\Windows\syswow64\SspiCli.dll
    LoadedModule[11]=C:\Windows\syswow64\CRYPTBASE.dll
    LoadedModule[12]=C:\Windows\syswow64\GDI32.dll
    LoadedModule[13]=C:\Windows\syswow64\USER32.dll
    LoadedModule[14]=C:\Windows\syswow64\LPK.dll
    LoadedModule[15]=C:\Windows\syswow64\USP10.dll
    LoadedModule[16]=C:\Windows\syswow64\IMM32.dll
    LoadedModule[17]=C:\Windows\syswow64\MSCTF.dll
    LoadedModule[18]=C:\Windows\system32\msi.dll
    LoadedModule[19]=C:\Windows\syswow64\SHELL32.dll
    LoadedModule[20]=C:\Windows\syswow64\SHLWAPI.dll
    LoadedModule[21]=C:\Windows\syswow64\ole32.dll
    LoadedModule[22]=C:\Windows\WinSxS\x86_microsoft.vc90.crt_1fc8b3b9a1e18e3b_9.0.30729.6161_none_50934f2ebcb7eb57\MSVCP90.dll
    LoadedModule[23]=C:\Program Files (x86)\Common Files\Microsoft Shared\office14\mso.dll
    LoadedModule[24]=C:\Windows\system32\apphelp.dll
    LoadedModule[25]=C:\Program Files (x86)\Common Files\Microsoft Shared\office14\Cultures\office.odf
    LoadedModule[26]=C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.23403_none_2b180b30457f196c\Comctl32.dll
    LoadedModule[27]=C:\Windows\syswow64\CLBCatQ.DLL
    LoadedModule[28]=C:\Windows\syswow64\OLEAUT32.dll
    LoadedModule[29]=C:\Windows\system32\msimtf.dll
    LoadedModule[30]=D:\Program Files (x86)\Microsoft Office\Office14\1033\OUTLLIBR.DLL
    LoadedModule[31]=C:\Program Files (x86)\Common Files\Microsoft Shared\office14\MSORES.DLL
    LoadedModule[32]=C:\Windows\system32\DavClnt.DLL
    LoadedModule[33]=C:\Windows\system32\DAVHLPR.dll
    LoadedModule[34]=C:\Program Files (x86)\Common Files\Microsoft Shared\office14\1033\MSOINTL.DLL
    LoadedModule[35]=C:\Windows\system32\mscoree.dll
    LoadedModule[36]=C:\Windows\Microsoft.NET\Framework\v4.0.30319\mscoreei.dll
    LoadedModule[37]=C:\Program Files (x86)\Common Files\Microsoft Shared\OfficeSoftwareProtectionPlatform\OSPPC.DLL
    LoadedModule[38]=C:\Program Files (x86)\Common Files\Microsoft Shared\office14\riched20.dll
    LoadedModule[39]=D:\Program Files (x86)\Microsoft Office\Office14\olmapi32.dll
    LoadedModule[40]=D:\Program Files (x86)\Microsoft Office\Office14\1033\mapir.dll
    LoadedModule[41]=C:\Windows\system32\ntmarta.dll
    LoadedModule[42]=C:\Windows\syswow64\WLDAP32.dll
    LoadedModule[43]=C:\Windows\syswow64\URLMON.DLL
    LoadedModule[44]=C:\Windows\syswow64\api-ms-win-downlevel-ole32-l1-1-0.dll
    LoadedModule[45]=C:\Windows\syswow64\api-ms-win-downlevel-shlwapi-l1-1-0.dll
    LoadedModule[46]=C:\Windows\syswow64\api-ms-win-downlevel-advapi32-l1-1-0.dll
    LoadedModule[47]=C:\Windows\syswow64\api-ms-win-downlevel-user32-l1-1-0.dll
    LoadedModule[48]=C:\Windows\syswow64\api-ms-win-downlevel-version-l1-1-0.dll
    LoadedModule[49]=C:\Windows\syswow64\api-ms-win-downlevel-normaliz-l1-1-0.dll
    LoadedModule[50]=C:\Windows\syswow64\normaliz.DLL
    LoadedModule[51]=C:\Windows\syswow64\iertutil.dll
    LoadedModule[52]=C:\Windows\syswow64\WININET.dll
    LoadedModule[53]=C:\Windows\syswow64\USERENV.dll
    LoadedModule[54]=C:\Windows\syswow64\profapi.dll
    LoadedModule[55]=D:\Program Files (x86)\Microsoft Office\Office14\wwlib.dll
    LoadedModule[56]=D:\Program Files (x86)\Microsoft Office\Office14\gfx.dll
    LoadedModule[57]=C:\Windows\system32\WTSAPI32.dll
    LoadedModule[58]=C:\Windows\system32\MSIMG32.dll
    LoadedModule[59]=D:\Program Files (x86)\Microsoft Office\Office14\oart.dll
    LoadedModule[60]=C:\Windows\system32\DwmApi.DLL
    LoadedModule[61]=C:\Windows\system32\UxTheme.DLL
    LoadedModule[62]=C:\Windows\system32\SXS.DLL
    LoadedModule[63]=C:\Windows\system32\CRYPTSP.dll
    LoadedModule[64]=C:\Windows\system32\rsaenh.dll
    LoadedModule[65]=C:\Windows\system32\RpcRtRemote.dll
    LoadedModule[66]=D:\Program Files (x86)\Microsoft Office\Office14\contab32.dll
    LoadedModule[67]=D:\Program Files (x86)\Microsoft Office\Office14\omsxp32.dll
    LoadedModule[68]=C:\Windows\syswow64\CRYPT32.dll
    LoadedModule[69]=C:\Windows\syswow64\MSASN1.dll
    LoadedModule[70]=C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_5.82.7601.18837_none_ec86b8d6858ec0bc\Comctl32.dll
    LoadedModule[71]=D:\Program Files (x86)\Microsoft Office\Office14\EMSMDB32.DLL
    LoadedModule[72]=C:\Windows\system32\WSOCK32.dll
    LoadedModule[73]=C:\Windows\syswow64\WS2_32.dll
    LoadedModule[74]=C:\Windows\syswow64\NSI.dll
    LoadedModule[75]=C:\Windows\system32\NLAapi.dll
    LoadedModule[76]=C:\Windows\system32\IPHLPAPI.DLL
    LoadedModule[77]=C:\Windows\system32\WINNSI.DLL
    LoadedModule[78]=C:\Windows\system32\dhcpcsvc6.DLL
    LoadedModule[79]=C:\Windows\system32\dhcpcsvc.DLL
    LoadedModule[80]=C:\Windows\system32\rasadhlp.dll
    LoadedModule[81]=C:\Windows\SysWOW64\SFC.DLL
    LoadedModule[82]=C:\Windows\system32\sfc_os.DLL
    LoadedModule[83]=D:\Program Files (x86)\Microsoft Office\Office14\MSPST32.DLL
    LoadedModule[84]=D:\Program Files (x86)\Microsoft Office\Office14\BCSRuntime.dll
    LoadedModule[85]=D:\Program Files (x86)\Microsoft Office\Office14\BCSProxy32.dll
    LoadedModule[86]=C:\Windows\syswow64\COMDLG32.dll
    LoadedModule[87]=C:\Windows\system32\MAPI32.dll
    LoadedModule[88]=C:\Windows\system32\explorerframe.dll
    LoadedModule[89]=C:\Windows\system32\DUser.dll
    LoadedModule[90]=C:\Windows\system32\DUI70.dll
    LoadedModule[91]=C:\Windows\SysWOW64\actxprxy.dll
    LoadedModule[92]=D:\Program Files (x86)\Microsoft Office\Office14\ADDINS\BCSAddin.dll
    LoadedModule[93]=D:\Program Files (x86)\Microsoft Office\Office14\1033\BCSRuntimeRes.dll
    LoadedModule[94]=D:\Program Files (x86)\Microsoft Office\Office14\ADDINS\ColleagueImport.dll
    LoadedModule[95]=C:\Windows\system32\NETAPI32.dll
    LoadedModule[96]=C:\Windows\system32\netutils.dll
    LoadedModule[97]=C:\Windows\system32\srvcli.dll
    LoadedModule[98]=C:\Windows\system32\wkscli.dll
    LoadedModule[99]=D:\PROGRA~1\MICROS~1\Office14\GROOVEEX.DLL
    LoadedModule[100]=C:\Windows\WinSxS\x86_microsoft.vc90.atl_1fc8b3b9a1e18e3b_9.0.30729.6161_none_51cd0a7abbe4e19b\ATL90.DLL
    LoadedModule[101]=C:\Windows\SysWow64\MfeOtlkAddin.dll
    LoadedModule[102]=C:\Program Files (x86)\Common Files\McAfee\SystemCore\OtlkUI.20140925010236.dll
    LoadedModule[103]=C:\Program Files (x86)\Common Files\McAfee\SystemCore\OtlkScan.dll
    LoadedModule[104]=C:\Program Files (x86)\Common Files\McAfee\SystemCore\mytilus3.dll
    LoadedModule[105]=C:\Program Files (x86)\Common Files\McAfee\SystemCore\mytilus3_worker.dll
    LoadedModule[106]=C:\Windows\system32\LZ32.dll
    LoadedModule[107]=C:\Windows\system32\SHFOLDER.dll
    LoadedModule[108]=C:\Windows\system32\DNSAPI.dll
    LoadedModule[109]=C:\Program Files (x86)\McAfee\VirusScan Enterprise\Res0900\McShield.dll
    LoadedModule[110]=D:\Program Files (x86)\Microsoft Office\Office14\ONBttnOL.dll
    LoadedModule[111]=C:\Windows\system32\Secur32.dll
    LoadedModule[112]=D:\Program Files (x86)\Microsoft Office\Office14\SOCIALCONNECTOR.DLL
    LoadedModule[113]=C:\Windows\WinSxS\x86_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.7601.23807_none_5c02a265a011fb02\gdiplus.dll
    LoadedModule[114]=C:\Windows\WinSxS\x86_microsoft.vc90.mfc_1fc8b3b9a1e18e3b_9.0.30729.6161_none_4bf7e3e2bf9ada4c\mfc90u.dll
    LoadedModule[115]=C:\Windows\WinSxS\x86_microsoft.vc90.mfcloc_1fc8b3b9a1e18e3b_9.0.30729.6161_none_49768ef57548175e\MFC90ENU.DLL
    LoadedModule[116]=D:\Program Files (x86)\Microsoft Office\Office14\ADDINS\UmOutlookAddin.dll
    LoadedModule[117]=C:\Windows\system32\OLEACC.dll
    LoadedModule[118]=D:\Program Files (x86)\Microsoft Office\Office14\1033\UmOutlookStrings.dll
    LoadedModule[119]=D:\Program Files (x86)\Microsoft Office\Office14\SHAREPOINTPROVIDER.DLL
    LoadedModule[120]=C:\Windows\System32\msxml6.dll
    LoadedModule[121]=C:\Windows\System32\bcrypt.dll
    LoadedModule[122]=C:\Windows\system32\WindowsCodecs.dll
    Sec[0].Key=LCID
    Sec[0].Value=1033
    Sec[1].Key=skulcid
    Sec[1].Value=1033
    FriendlyEventName=Stopped working
    ConsentKey=APPCRASH
    AppName=Microsoft Outlook
    AppPath=D:\PROGRA~1\MICROS~1\Office14\OUTLOOK.EXE
    


    Monday, August 7, 2017 4:32 AM
  • Interesting... can you rename outcmd.dat file? It's a hidden and located at C:\Documents and Settings\<user>\Application Data\Microsoft\Outlook folder

    This will reset Outlook Tool Bar which could be corrupted.

    Monday, August 7, 2017 1:31 PM
  • Raj, i cannot see this dat file with outlook 2010

    I see this in a blog Note: Outlook 2010 and Outlook 2013 no longer use the the extend.dat and outcmd.dat files.

    I had a chance to check with outlook 2007 and 2016, same behavior is observed with those clients as well

    Tuesday, August 8, 2017 5:29 AM
  • Thank you for the update. 

    Does the email account configured successfully in Outlook? Does this issue happen during configuring mailbox or when starting Outlook after the mailbox was successfully configured?

    Do you have cached Exchange mode enabled? How about online mode?

    Besides, we can try starting Outlook with /resetnavpane and /resetfolders switches and then see the result. To do this, press Windows key + R to open the Run command, type outlook /resetnavpane (or outlook /resetfolders) and press Enter.

    Please let us know the result.

    Regards,

    Steve Fan


    Please remember to mark the replies as answers if they helped.

    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Wednesday, August 9, 2017 3:11 AM
    Moderator
  • Steve, yes the email account gets configured successfully and the issue happens when starting outlook

    I have tested with both online mode and cached mode. Same result

    I tried both these switches, same result

    Wednesday, August 9, 2017 12:48 PM
  • Thank you for the update. We may also try to disable Outlook add-ins via registry, which will totally remove all the add-ins without affecting any other Outlook features. To do this, please follow these steps:

    1) On the Outlook client side, close the Outlook client and export the following registry keys:
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins
    HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins
    2) Remove the above registry key.
    3) Temporarily disable the antivirus software on the client side.
    4) Restart the Outlook to monitor if the problem persists.
    5) To recover these add-ins, we could import these keys again.

    Besides, please also try checking the properties of this mailbox in ADUC. And compare all attributes with a working mailbox to confirm whether there is any difference between them.

    Please let us know the result.

    Regards,

    Steve Fan


    Please remember to mark the replies as answers if they helped.

    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Thursday, August 10, 2017 2:44 AM
    Moderator
  • Steve, I removed the registry keys you mentioned along with the one listed under Office\14.0\outlook addins but outlook still crashes. Normally it loads the addins fine and right after loading addins i would get the crash error

    Removing/Disabling antivirus software is restricted. I couldn't do it. Im not sure how likely in our environment to get approvals if i need to do it

    I have compared the CAS-mailbox, mailbox and AD properties as well with adsi edit

    The only difference i was able to find was default Retention policy was not enabled in the problematic mailbox. I have enabled that as well but made no effect. Still outlook crashes

    Thanks


    Thursday, August 10, 2017 9:43 AM
  • Well...Have you tried repairing your mailbox? If not, we may have a try with it. For your convenience:

    https://technet.microsoft.com/en-gb/library/ff625221(v=exchg.141).aspx

    Since we have tried so many steps, there is no much left we can do on this issue. If the issue still persists after repairing the mailbox, it's probably that the issue lies in the mailbox itself. We may have to consider to recreate the mailbox to try fix the issue.

    Thank you for your understanding.

    Regards,

    Steve Fan


    Please remember to mark the replies as answers if they helped.

    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Friday, August 11, 2017 3:13 AM
    Moderator
  • Steve, i have already run the repair request. No errors reported

    Online integrity check for request 8f0612b5-aa4e-4f0a-b9bc-f46f7e13b972 completed successfully.

    I will look to recreate the mailbox. Thanks a lot for your assistance as well as Raj's

    Friday, August 11, 2017 3:43 AM
  • Steve, i have already run the repair request. No errors reported

    Online integrity check for request 8f0612b5-aa4e-4f0a-b9bc-f46f7e13b972 completed successfully.

    I will look to recreate the mailbox. Thanks a lot for your assistance as well as Raj's

    Thank you for letting us know that. Hope recreating the mailbox would fix the issue.

    Regards,

    Steve Fan


    Please remember to mark the replies as answers if they helped.

    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.


    Monday, August 14, 2017 1:58 AM
    Moderator
  • Steve, Raj, We have finally resolved this issue by running the outlook /cleanviews switch

    Thanks again,

    Monday, August 14, 2017 4:01 PM
  • Steve, Raj, We have finally resolved this issue by running the outlook /cleanviews switch

    Thanks again,

    Good for you! Thank you for letting us know that. (The view settings are stored in Exchange mailbox which should follow the mailbox when testing on other machines. We should have thought about this :( )

    By the way, I'd recommend you mark your reply as the answer, this will help other community members who are encountering the same issue to quickly find the useful reply. Thank you for your understanding.

    Regards,

    Steve Fan


    Please remember to mark the replies as answers if they helped.

    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Tuesday, August 15, 2017 1:55 AM
    Moderator