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Outlook 2016 crashing and restarting RRS feed

  • Question

  • During regular use, Outlook 2016 randomly crashes then restarts after immediately. Affects only 1 user. Any ideas how to fix? 

    Have tried:
    Repairing
    Recreating Outlook profile
    Disabling all add-ins
    Recreating OST 
    Reinstalling 64 bit (new faulting modules)



    Windows 10 Enterprise 1803 17134.706

    32-bit 
    Crash frequency increased over time, from once every few days starting Jan 2019 to 1~6 crashes per day over past 6 weeks. Same faulting module name. Event ID 1000

    Faulting application name: OUTLOOK.EXE, version: 16.0.4822.1000, time stamp: 0x5c62e7e3
    Faulting module name: mso20win32client.dll, version: 16.0.4738.1000, time stamp: 0x5b607781
    Exception code: 0xc00000fd
    Fault offset: 0x0001d795
    Faulting process id: 0x329c
    Faulting application start time: 0x01d4eeeba140e2dd
    Faulting application path: C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE
    Faulting module path: C:\Program Files (x86)\Common Files\Microsoft Shared\Office16\mso20win32client.dll
    Report Id: 35a71188-a2b4-404d-b173-f62466e54413
    Faulting package full name: 
    Faulting package-relative application ID: 


    64-bit:
    Day 1 of 64 bit: Outlook crashes 4 times. New faulting module appears.

    Faulting application name: OUTLOOK.EXE, version: 16.0.4266.1001, time stamp: 0x55ba1876
    Faulting module name: cyvrtrap.dll, version: 6.0.1.7362, time stamp: 0x5ca4e150
    Exception code: 0xc0000005
    Fault offset: 0x0000000000028b8a
    Faulting process id: 0x3bc4
    Faulting application start time: 0x01d50a9a7e4441fd
    Faulting application path: C:\Program Files\Microsoft Office\Office16\OUTLOOK.EXE
    Faulting module path: C:\WINDOWS\System32\cyvrtrap.dll
    Report Id: a7196b2f-ec0d-4cc1-b782-d502cfc60205
    Faulting package full name: 
    Faulting package-relative application ID: 


    64-bit + all add-in disabled.
    Day 2 of 64 bit: Decided to disable all add-ins as well. Another new faulting module.

    Faulting application name: OUTLOOK.EXE, version: 16.0.4266.1001, time stamp: 0x55ba1876
    Faulting module name: mso99Lwin32client.dll, version: 16.0.4266.1001, time stamp: 0x55ba1977
    Exception code: 0xc0000005
    Fault offset: 0x00000000000975c2
    Faulting process id: 0x3d0c
    Faulting application start time: 0x01d50b6719610f41
    Faulting application path: C:\Program Files\Microsoft Office\Office16\OUTLOOK.EXE
    Faulting module path: C:\Program Files\Common Files\Microsoft Shared\Office16\mso99Lwin32client.dll
    Report Id: a9b029c3-3d65-42d6-bb9f-cc1ee1c4f862
    Faulting package full name: 
    Faulting package-relative application ID: 


    The problem in following thread is quite similar. Same faulting module. However, those regkeys don't exist for us.

    https://social.technet.microsoft.com/Forums/en-US/0b4bbbb7-e01f-4547-afda-c5359c0ba592/word-excel-powerpoint-crashing?forum=Office2016setupdeploy

    Thursday, May 16, 2019 3:50 AM

All replies

  • Hi,

    >> However, those regkeys don't exist for us.
    Is all four regkeys not present or partially absent? Please try deleting the regkeys that is existing then test again.
    (Important: Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.)

    Besides, what specific operations did you do before this problem occurred?

    Please install the latest updates and see if there is any difference.

    Any update, please feel free to post back.

    Regards,

    Aidan Wang


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    Friday, May 17, 2019 1:59 AM
  • Hi Aiden,
    How did you perform repair? Did you use inbuilt utility and if it shows any message?
    Check if the post helps you on microsoft Outlook 2016 getting crashed or stopped, as it may happen due to faculty add-ins, lost or damaged DLL files, incorrect Outlook configuration or corrupt data file:

    https://www.stellarinfo.com/blog/error-solved-microsoft-outlook-2016-stopped-working/

    Friday, May 17, 2019 4:57 AM
  • All four regkeys are not present.

    The computer was imaged on mid September 9/18/2018. No operations were done in particulr.

    Unfortunately, eventvwr only shows 2019 events. Below you can see frequency of Outlook crash events over a period of two months.

    16-Jan 1:39pm mso20win32client.dll
    16-Jan 4:51pm mso20win32client.dll
    17-Jan 6:36pm mso20win32client.dll
    18-Jan 1231pm mso20win32client.dll
    22-Jan 919am mso20win32client.dll
    22-Jan 1046am mso20win32client.dll
    22-Jan 1232am mso20win32client.dll
    31-Jan 126pm mso20win32client.dll
    31-Jan 438pm mso20win32client.dll
    31-Jan 511pm mso20win32client.dll
    28-Feb 607pm mso20win32client.dll
    1-Mar 1125am mso20win32client.dll
    1-Mar 1207pm mso20win32client.dll
    1-Mar 119pm mso20win32client.dll
    1-Mar 221pm mso20win32client.dll
    1-Mar 459pm mso20win32client.dll
    4-Mar 904am mso20win32client.dll
    5-Mar 135pm mso20win32client.dll
    5-Mar 645pm mso20win32client.dll
    6-Mar 1051am mso20win32client.dll
    6-Mar 144pm mso20win32client.dll
    6-Mar 345pm mso20win32client.dll
    6-Mar 500pm ntdll.dll
    6-Mar 638pm mso20win32client.dll
    13-Mar 420pm mso20win32client.dll
    13-Mar 1142pm ntdll.dll
    14-Mar 952am mso20win32client.dll
    14-Mar 1029am mso20win32client.dll
    14-Mar 1127am mso20win32client.dll
    14-Mar 1202pm mso20win32client.dll
    14-Mar 102pm mso20win32client.dll
    14-Mar 547pm mso20win32client.dll
    14-Mar 600pm mso20win32client.dll
    15-Mar 1113am mso20win32client.dll
    15-Mar 149pm ntdll.dll
    15-Mar 350pm mso20win32client.dll
    18-Mar 1203pm mso20win32client.dll
    20-Mar 958am mso20win32client.dll
    20-Mar 1028am mso20win32client.dll
    20-Mar 1132am mso20win32client.dll
    20-Mar 107pm mso20win32client.dll
    20-Mar 150pm mso20win32client.dll
    20-Mar 223pm mso20win32client.dll
    20-Mar 512pm mso20win32client.dll

    Latest Windows/Office updates were just installed today at 12pm (3 months worth of updates). Outlook crashed another 6 times between 1pm and 5pm (module:mso99Lwin32client.dll).

    Repair was ran with inbuilt utility from Control Panel Programs & Features. No error message detected.

    Add-ins were disabled by going to Options > add-ins > Manage Com add-ins > uncheck all add-ins> OK

    I appreciate the input Aidan, Jerry.

    Friday, May 17, 2019 5:54 AM
  • Hi,

    Sorry for the delay in replying.

    >> Add-ins were disabled by going to Options > add-ins > Manage Com add-ins > uncheck all add-ins> OK

    How about starting your Outlook in safe mode (Press Win + R, type “outlook /safe”, press Enter.) and see if the issue continues?

    Do other Office software have similar problems?

    Regards,

    Aidan Wang


    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.


    Tuesday, May 21, 2019 9:30 AM
  • Hi,

    Have you got your issue fixed?

    Please remember to mark the replies as answers if they helped.
    And if you need further assistance on this, please feel free to post back.

    Regards,

    Aidan Wang


    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.

    Friday, May 24, 2019 8:20 AM
  • Unfortunately, we do not have the opportunity to test Safe Mode as it greatly limits user's productivity.

    No other Office products are affected.

    I re-created the user's profile on 5/22. Three more crashes on 5/22 and 5/23. Outlook continued crashing because of the same faulting module: mso99Lwin32client.dll

    Monday, May 27, 2019 9:46 PM
  • Hi,

    Thanks for your updates.

    Given this situation, please install the latest updates and see if there is any difference.

    Regards,

    Aidan Wang


    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.

    Tuesday, May 28, 2019 9:08 AM
  • Latest updates have already been installed since May 17. I don't see any other updates available from Microsoft. 

    From May 17 post:

    "Latest Windows/Office updates were just installed today at 12pm (3 months worth of updates). Outlook crashed another 6 times between 1pm and 5pm (module:mso99Lwin32client.dll)."

    • Edited by Riam16 Wednesday, May 29, 2019 4:35 PM
    Wednesday, May 29, 2019 4:34 PM
  • Hi,

    >> we do not have the opportunity to test Safe Mode as it greatly limits user's productivity.

    There could be some add-ins in your Outlook client that cause this issue, so it is suggested to start your Outlook in safe mode (Press Win + R, type “outlook /safe”, press Enter.) and see if the issue continues.

    If it works fine in safe mode, then the problem is likely with one of your add-ins. You'll need to disable all add-ins after restarting Outlook in normal mode, and then enable them one by one to figure out the problematic one.

    So it doesn't mean to keep using safe mode all the time. 

    Regards,

    Aidan Wang


    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.

    Friday, May 31, 2019 8:35 AM
  • Aiden, 

    Although we did not try Safe Mode, we did disable all add-ins for a few days and the problem still happened.

    Friday, June 28, 2019 9:07 PM