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Outlook 2016 crash when trying to search Global Address List RRS feed

  • Question

  • I have Office 2016 Pro 32 bit installed on latest version of Windows 10, build 1809.

    Each time I try to search the GAL in Outlook (I'm in a domain) Outlook is crashing and re-opened.

    It doesn't happen if I'm searching my personal contacts.

    The error in the event viewer is:

    Faulting application name: OUTLOOK.EXE, version: 16.0.4783.1000, time stamp: 0x5bebbb00
    Faulting module name: mso20win32client.dll, version: 16.0.4738.1000, time stamp: 0x5b607781
    Exception code: 0xc0000409
    Fault offset: 0x000b3f5d
    Faulting process id: 0xacc
    Faulting application start time: 0x01d49dc00b2592c2
    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: 160cf56c-a6b7-41de-88a4-88f8ea648b11
    Faulting package full name:
    Faulting package-relative application ID:

    Couldn't find any solution in any form of on Google.

    Any solution from Microsoft?

    This is happening on all our computers or laptops with Windows 10 and Office 2016. It doesn't happen with Office 2013.

    Our Exchange version is 2016 as well.

    Thursday, December 27, 2018 8:41 PM

All replies

  • I'm moving this thread to the Exchange 2016 forum.

    All I can suggest is that you're deploying the latest updates of Outlook and you have Exchange 2016 at the latest cumulative update (you didn't tell us which one you have installed).


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


    Friday, December 28, 2018 6:29 AM
    Moderator
  • Hi,

    >>Each time I try to search the GAL in Outlook (I'm in a domain) Outlook is crashing and re-opened.

    Do you mean the "Offline Global Address List" or the "Global Address List" in your Outlook? If you only tried one of them, try the other one to see whether you get the same result.

    Besides, I'd recommend you try starting Outlook in safe mode (outlook.exe /safe) and then try searching again to see 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 tnsf@microsoft.com.


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    Friday, December 28, 2018 7:24 AM
    Moderator
  • Hi,

    I'm talking about the GAL. Not the offline GAL.

    Happens also in safe mode.

    Only in the GAL.

    When searching Contacts it doesn't happen.

    Sunday, December 30, 2018 9:18 AM
  • Hi,

    When did you notice this issue? Did it happen right after any Office/Windows update?

    Do you have cached Exchange mode enabled? If so, you may try turn off cached Exchange mode and test it again.

    Besides, when testing within Outlook 2013, did you test with the same email account? If possible, you may try uninstalling Office 2016 from one affected computer and then install Office 2013 on the same computer to see the whether this issue continues.

    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 tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Wednesday, January 2, 2019 9:58 AM
    Moderator
  • Hello,

    Any progress on this issue? Feel free to post back with any findings.

    Regards,
    Steve Fan


    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.

    Monday, January 7, 2019 9:38 AM
    Moderator
  • Hi Steve

    We have the same exact issue, our user is running:

    Office 2016 64-Bit through an exchange server that is running the version 2010. He is also connected via VPN.

    We have tried various things such as downloading the global address list and syncing it again and the issue still persisted, we have also tried removing his profile and adding it new through "Mail" in the control panel to no avail.

    Can you help us further?

    Monday, February 11, 2019 3:14 PM
  • we have the same problem' on two different computers. both computers are new with new Office 2016.
    Thursday, February 14, 2019 10:02 AM
  • Hi,

    I was able to reproduce this crashes on another Laptop (Win 10, 1809, Outlook 16.0.4738.1000, connection throught a VPN)

    It looks like this issue is somehow about the Outlook caching mode. 
    As soon as I disable caching, Outlook does not crash any more (and uses the addressbook in online-mode). When I re-enable the caching and download the exact same addressbook, the crash happens again (and Outlook seems to use the local copy of the addressbook).

    So far, I googled for a workaround like this:

    How to Disable Caching of Global Address Book

    Thursday, February 14, 2019 10:35 AM
  • Does anyone have a solution? Or an alternative idea?

    Thursday, March 7, 2019 2:00 PM
  • Has there been any updates on this issue? We still have this problem.
    Wednesday, March 27, 2019 3:04 PM
  • i have this problem too
    Thursday, June 6, 2019 5:40 PM
  • We have this exact problem with a batch of new Dell PC's. Nothing seems to fix it. I'm wondering if its got something to do with the pre-installed O365. We installed a copy of Office 2016 32bit and it crashes every time a user searches the GAL. Running the GAL in online mode would sort it but I'm not sure how to do this as we need to be in cashed mode for mailboxes.
    Thursday, June 13, 2019 8:19 AM
  • Just close Outlook and go to rename the folder 'AppData\Local\Microsoft\Outlook\Offline Address Books' then open Outlook and search your GAL.
    Friday, July 5, 2019 7:41 PM
  • Open start menu and search for "outlook" if you found more than one outlook then right click on each one of them and select "uninstall", keep only "Outlook 2016". The rest are supposed to be Microsoft store apps, not desktop softwares, when you have both outlook desktop software and outlook app on the same PC it causes such issue.

    Some manufacturers like Dell pre-install some apps on their OS image like Outlook,Word, Excel, and some other apps, you might not need all of them, a better solution is whenever you buy a new PC, do a fresh installation of windows to make sure that you get red of all these unnecessary softwares, some of them might have security threaten.

    Above solution was suitable for me few months ago, but unfortunately, now, I encountered with the same problem again but this time no multiple versions of Outlook are installed, only one version and I couldn't find the root cause, awaiting an answer.
    Wednesday, July 31, 2019 7:45 AM
  • I had the same issue, although uninstalled and installed outlook more than once and of the same version.

    Yet, I have recently observed, the crash happens when I search the "offline Global Address List" , but it goes fine when trying to search the "Global Address List"

    Not saying that this is the optimal solution, but it is very obvious that the crash happens when trying to search the offline but the online one work properly.


    • Edited by ksultan Monday, October 7, 2019 11:21 AM
    Monday, October 7, 2019 11:20 AM