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Outlook 2010 crashes but process doesn't stop

    Question

  • I've install Outlook 2010 but it repeatedly crashes every few minutes.  However, once it crashes, Outlook.exe is still running in task manager and I cannot end it except by restarting the computer.  End process just gives me an Access Denied Error.  Running taskkill also doesn't work.  Running Windows 7 Professional.  Any suggestions? 
    Wednesday, June 16, 2010 6:08 PM

Answers

  • Hi,

     

    We can try to completely reinstall the Office program. I understand that you have tried to reinstall the program. However, some settings or configuration may still exist on the computer, we can try the steps below to completely reinstall it.

     

    First, please go to Start > Control Panel > Programs and Features (Add/Remove Program Files), Locate the Office program and uninstall it.

     

    Then, you can try to manually uninstall Office 2010 by the steps below: 

     

    1. Download and install the Windows Installer Cleanup Utility.

    http://download.microsoft.com/download/E/9/D/E9D80355-7AB4-45B8-80E8-983A48D5E1BD/msicuu2.exe  

     

    2. After you install the Windows Installer CleanUp Utility, click Start  -> All Programs -> Windows Install Clean Up.

    3. Highlight Microsoft Office 2010 entry in the list and then click Remove. Quit the Utility.

     

    Note: If you have got any other old or redundant office entries such as Office 2007 or other Office standalone products, such as Visio in the list, please remove them together.

     

    4. Close all applications.

    5. Click the “Start” peal, in the Search box, type "regedit" (without the quotation marks) and press Enter.

     

    Note: If you are using Windows XP, click Start  -> Run, type "regedit" (without the quotation marks) and press Enter.

     

    6. Expand the registry tree on the left pane and locate the following two registry subkeys:

     

    HKEY_CURRENT_USER\Software\Microsoft\Office

    HKEY_LOCAL_MACHINE\Software\Microsoft\Office

     

    7. Right-click on this registry subkey and click Delete to delete those keys.

     

     

    8. Open Windows Explorer, and then browse to the "C:\Program Files" folder

     

    If it exists, rename the "Microsoft Office" to "Microsoft Office OLD"

    If it exists, rename "OfficeUpdate" to "OfficeUpdateOLD"

    If it exists, rename "OfficeUpdate14" to "OfficeUpdate14OLD"

     

    9. Click Start, in the Search box, type "%Temp%" (without the quotation marks) and press Enter.

     

    Note: If you are using Windows XP, click Start  -> Run, type "%Temp%" (without the quotation marks) and press Enter.

     

    10. Empty the Temp folder.

     

    Note: If some files can't be deleted, please skip them, which don't influence the result of the troubleshooting.

     

    11. Empty the Recycle Bin.

     

    12. Restart your computer.

     

    13. Try to reinstall Office 2010 again.

     

    Regards,

     

    Sally Tang

     

    • Marked as answer by Sally Tang Thursday, July 01, 2010 10:11 AM
    Tuesday, June 22, 2010 10:10 AM

All replies

  • Hi,

     

    This issue might be related to some software conflicts, or viruses affecting. Now let’s troubleshoot the issue:

     

    Suggestion 1: Start the Outlook program in safe mode

    ==============

    1.       Click Start, point to All Programs, and then point to Microsoft Office.

    2.        Press and hold the CTRL key, and then click the Microsoft Outlook.

     

    If the problem does not occur in the safe mode, this issue might be related to some third-party add-ins in the Outlook program, we can try to disable them. Normally, you could do the following to disable the conflict add-ins in your Outlook program:

     

    Disable add-ins

    ***************************

    1. Click File menu, click Options >  Add-in, click Go button in the Manage: Com-in Add.
    2. Check if there are any add-ins, clear the checkbox to disable them.
    1. Close the Office program and restart it.
    1. Add one check back each time to the list of Add-In, restart the Office program, and repeat the above procedure. Once the issue reappears again, we can determine which add-in causes this problem and then disable it.

     

    If the problem persists in the safe mode, let’s continue.

     

    Suggestions 2: Test in Clean boot Mode

    ===============

    Let’s disable all startup items and third party services when booting. This method will help us determine if this issue is caused by a loading program or service. Please perform the following steps:

     

    1.       Click the Start Button type "msconfig" (without quotation marks) in the Start Search box, and then press Enter.

    Note: If prompted, please click Continue on the User Account Control (UAC) window.

     

    2.        Click the "Services" tab, check the "Hide All Microsoft Services" box and click "Disable All" (if it is not gray).

    3.       Click the "Startup" tab, click "Disable All" and click "OK".

     

    Then, restart the computer. When the "System Configuration Utility" window appears, please check the "Don't show this message or launch the System Configuration Utility when Windows starts" box and click OK.

     

    Note: Temporarily disabling the Startup Group only prevents the startup programs from loading at startup. This should not affect the system or other programs. We may still manually run these programs later.

     

    What’s the result now?

      

    How to return from the Clean Boot state

    --------------------------

    After the troubleshooting, we can return from the clean boot state:

     

    1.       Click the Start Button type "msconfig" (without quotation marks) in the Start Search box, and then press Enter.

    Note: If prompted, please click Continue on the User Account Control (UAC) window.

    2.       On the "General" tab, click "Normal Startup - load all device drivers and services".

    3.       Click OK. Click Restart when you are prompted to restart your computer.

     

    If the problem persists, I also suggest scanning the system for viruses. You can also run your antivirus software in the Windows safe mode to scan the viruses. To start Windows in safe mode, reboot the computer and keep pressing F8. Then, select safe mode.

     

    Regards,

     

    Sally Tang

     

    Thursday, June 17, 2010 5:32 AM
  • I've already disabled all add-ins.

    I tried your suggestion of shutting down all services but it still crashed.

    I run full scans twice a week including this morning an no viruses. 

    I've noticed if it crashes it also will not allow me to restart the computer.  It hangs on log off.  I'm forced to hard reset it.

    I've tried reinstalling both with the 32 and 64 bit (I'm running 64 bit Windows 7 Pro)

    No luck. Any suggestions or do I have to revert to Office 2007?

    Thursday, June 17, 2010 8:50 PM
  • Hi,

     

    We can try to completely reinstall the Office program. I understand that you have tried to reinstall the program. However, some settings or configuration may still exist on the computer, we can try the steps below to completely reinstall it.

     

    First, please go to Start > Control Panel > Programs and Features (Add/Remove Program Files), Locate the Office program and uninstall it.

     

    Then, you can try to manually uninstall Office 2010 by the steps below: 

     

    1. Download and install the Windows Installer Cleanup Utility.

    http://download.microsoft.com/download/E/9/D/E9D80355-7AB4-45B8-80E8-983A48D5E1BD/msicuu2.exe  

     

    2. After you install the Windows Installer CleanUp Utility, click Start  -> All Programs -> Windows Install Clean Up.

    3. Highlight Microsoft Office 2010 entry in the list and then click Remove. Quit the Utility.

     

    Note: If you have got any other old or redundant office entries such as Office 2007 or other Office standalone products, such as Visio in the list, please remove them together.

     

    4. Close all applications.

    5. Click the “Start” peal, in the Search box, type "regedit" (without the quotation marks) and press Enter.

     

    Note: If you are using Windows XP, click Start  -> Run, type "regedit" (without the quotation marks) and press Enter.

     

    6. Expand the registry tree on the left pane and locate the following two registry subkeys:

     

    HKEY_CURRENT_USER\Software\Microsoft\Office

    HKEY_LOCAL_MACHINE\Software\Microsoft\Office

     

    7. Right-click on this registry subkey and click Delete to delete those keys.

     

     

    8. Open Windows Explorer, and then browse to the "C:\Program Files" folder

     

    If it exists, rename the "Microsoft Office" to "Microsoft Office OLD"

    If it exists, rename "OfficeUpdate" to "OfficeUpdateOLD"

    If it exists, rename "OfficeUpdate14" to "OfficeUpdate14OLD"

     

    9. Click Start, in the Search box, type "%Temp%" (without the quotation marks) and press Enter.

     

    Note: If you are using Windows XP, click Start  -> Run, type "%Temp%" (without the quotation marks) and press Enter.

     

    10. Empty the Temp folder.

     

    Note: If some files can't be deleted, please skip them, which don't influence the result of the troubleshooting.

     

    11. Empty the Recycle Bin.

     

    12. Restart your computer.

     

    13. Try to reinstall Office 2010 again.

     

    Regards,

     

    Sally Tang

     

    • Marked as answer by Sally Tang Thursday, July 01, 2010 10:11 AM
    Tuesday, June 22, 2010 10:10 AM
  • I have an identical problem.  Let me layout the scenario:

    • SBS 2008 domain, Exchange 2007 SP2
    • Client machine Windows 7 Ultimate 64-bit
    • Office 2010 Professional Plus

    The beta version of 2010 was installed on this machine, then completely  (from Control Panel) removed and RTM was installed.  About a month later, Outlook started becoming responsive.  It would happen every few days or so.  Could often end it with Task Manager and restart. It got more frequent and started taking 10-15 for the task to end.  Finally, it started failing reliably after a 10-20 period of use.  It might be working until I would click on a message or folder, then not respond.  Trying to end the task produced an access denied message from Task Manager.

    Followed all the uninstall and re-install procedures in this article.  No luck.  I completely deleted the profile AND the .ost files.  I created a brand new profile and .ost file for each email acct, one at a time.  It ran for about an hour or two, then the same problem.  Rebooting is the only way to get Outlook running again. (access denied from TM).

    I get the same result running in safe mode. I tried killing most every task that seemed unnecessary but that makes no difference either.  Fairly low CPU usage during these times.

    I have not yet tried disabling most start ups for the OS and seeing if that would make a difference (I actually have another job lol) and battling this without rebuilding the OS from scratch.

    However, let me add a few more pieces of information:

    1. One of the Exchange accounts is receiving email from three different domains, but all on the same mailbox. The user wants to be able to send mail with any of the three addresses, so the setup is that there is one Outlook Exchange account and two Outlook IMAP accounts to cover the three different emails.  Send and receive are set to send email only on the two IMAP accounts but send/receive on the Exchange account.
    2. This was working just great on the Win 7 machine and in fact is working great on another Win 7 machine for another user with the same three domains.  The big difference is the OS and Office are 32-bit.
    3. One new behavior emerged on both users' systems maybe - but not positive - around the time when SP2 was installed for Exchange.  When sending from one of the IMAP accounts, a Yes/No small black and white dialogue box appears with a certificate error message Advanced settings on those Outlook properties show the correct certificate for the server (third party issued).  Clicking Yes allows the mail to go on those accounts and may not pop up again unless there is a delay of half an hour or so between sends.
    4. There are also two large (2GB) .pst files as data files on the 64-bit machine but not the 32-bit one.  These files are located on a network share.  Permissions are fine, and they have been in place for years across Vista and Office 2007 and through beta and RTM of 2010.

    I noticed something really funny which has prompted me to write this for help instead of slugging away at installing and profiles, etc.  On the network where the .pst files are located, the mapped drive is sent to be available offline.  I noticed a synch center error that the files were not available.  However, opening the mapped drive completely produced the files with full access.  Same for another share on the same network device but not a synched drive.

    It dawned on me that if there were a permissions problem of some sort, that might explain this bizarre behavior.  It would have to be a non-overt permissions problem, meaning one process was being held up waiting for something (and hence the access denied?) while it there was a good overall permission that kept it from prompting for credentials or denying access via a dialogue box.  Could such a thing be happening?

    Let me summarize my questions:

    1. Is there another way for a single Outlook Exchange mail account that has multiple email addresses associate with it (in this case different domains, but why not different mailbox names in the same domain) to choose which address to use as the sending address other than to create a POP3 or IMAP4 account for it and ignore receiving mail?
    2. Could some sort of permission issue, with the .pst files or with the IMAP account, be causing the no response hang up, and other than lots of combination of trial and error, how can this be tracked down or ruled out?
    3. What tools might exist to provide more information about what is keeping TM from killing the task?  That could  help pinpoint the issue, perhaps.

    At this point, a Ouija board could be my best friend unless you guys have better magic.

    Thanks in advance.

    Tuesday, July 13, 2010 3:09 AM
  • I have the same problem.  One way I can fix it is to start task manager then go to process and kill the Virtual and the Outlook processes. (2 processes).  I then can restart Outlook until it fails again.  Pain
    Thursday, July 15, 2010 11:26 AM
  • Hi - i have tried this and also uninstalled Helvetica (i read that in another forum) - No Change - VERY FRUSTRATING.

    Have any other solutions emerged since this post?

    Wednesday, November 24, 2010 6:05 AM
  • Hi, I'd just like to chime in on this one. Tried all of the above. The strange thing is that it's not only Oulook that behaves this way. I'm having exactly the same issues with Word, Excel, Access and Outlook. I've not used Visio 2010 or Project 2010 much, so I have no idea how they react. 

    If things continue like this, we will have to consider rolling back our Office 2010 deployment to 2007 as our helpdesk is being flooded with similar complaints. 

     

     

     

    Wednesday, November 24, 2010 12:31 PM
  • I solved this problem and posted on my <a href="http://lhdinger.wordpress.com/" rel="nofollow"> blog</a>

    .  The article is at <a href="http://lhdinger.wordpress.com/2010/07/14/outlook-2010-not-responding/" rel="nofollow">Outlook Is Not Responding</a>


    Larry Heimendinger TechEvents.com
    Friday, November 26, 2010 5:02 PM
  • Gee, that html didn't go so well.

    Blog http://lhdinger.wordpress.com

    Article http://ldinger.wordpress..com/2010/07/14/outlook-2010-not-responding

     


    Larry Heimendinger TechEvents.com
    Friday, November 26, 2010 5:05 PM
  • I've dealt with this problem a bit at work. We've been getting a bunch of Windows 7 machines and installing Office 2010 on them, and had this problem a few times. I've read every solution, tried re-creating profiles, reinstalling Office, the Helvetica fix (was disappointed to see that our systems don't even have Helvetica, and installing it didn't help), etc., and nothing worked (we do NOT use Exchange). After about a week of troubleshooting I determined that, at least for us, it was a PST issue. Outlook 2010 is just very finicky about the PST files it uses -- much more so than any previous versions.

    Outlook 2010 appears to be finicky about a LOT of things though, since so many people are reporting this system hang, and so far I've seen about 20 different reported ways of fixing it. So what I'm posting below might work for you IF your issue is also this PST problem, but chances are good that it could be something else entirely. Outlook 2010 might simply not be worth the trouble until MS can solidify it. Outlook 2007 isn't all that different feature-wise, and is much more hassle-free.


    There are two separate PST issues that can cause this, in my experience:

    The first one is the worst, and pretty much ALWAYS causes problems. It is having your PST file reside at a network location. The PST must be local, or else Outlook 2010 screws up eventually, causing the system to hang and require a reboot.

    This inadvertently was a problem for us because Outlook 2010 changed (from previous versions) the default location where it creates and stores PST files -- they're now in the "My Documents\Outlook Files" folder.

    So if, for instance, your "My Documents" folder is set to a place on the network (in our case, all users had theirs set to their "home folder" location on the Windows 2003 file server), then your PST gets created on the network, and Outlook 2010 is bound to screw up eventually. (I don't know if this is also the case for true roaming profiles, where EVERYTHING is stored on the network).

    The second potentially-bad PST situation is when you've created the PST file yourself via some means OTHER than through Outlook 2010's PST creation routine.

    • A PST created by copying the file in Windows, for example, can cause Outlook 2010 to screw up.
    • Pointing Outlook 2010 at a PST from an older version of Outlook can also do it (even though it will look like it's successfully converting the file for 2010 use, it still ends up screwing up afterward).
    • I haven't tried moving a 2010 PST from one machine to another, but I have a feeling that would also cause problems.
    • Even moving the file locally and then pointing Outlook at the new location has caused it for me.


    Basically, Outlook 2010 doesn't like using PSTs it didn't create, and won't even use its own PSTs once you touched them. Kind of like a mother bird rejecting its babies once they've been handled by a human. :) This could be a user rights assignment issue, but if it is, I was unable to pinpoint it.

    If you experience issues and have ruled out the network location issue described above, try creating a new PST through Outlook:

    • Open Outlook and go to File -> Account Settings -> "Change Folder" button -> "New Outlook Data File" button
    • Make sure to create it at a local path.
    • Import old mail etc. from an old PST via File -> Open -> Import, rather than actually re-using an old PST.
    • Make sure to close and remove all references to any PSTs that were causing problems.
    • If the problem PST file was set as the default, you'll need to switch the default to your newly-created PST before you can get rid of references to the old: File -> Account Settings -> "Data files" tab -> highlight a file and click "Set as default" button.

     

    (Side note for the sake of completeness: On one system, we did an upgrade installation of Office 2010, from Office 2003, allowing Office to convert the old 2003 PSTs, and that one hasn't experienced any Outlook problems at all. However, that's a Windows XP 32-bit machine though, whereas all the problem machines have had Windows 7 (some 64-bit and some 32-bit). So this doesn't really tell us if the upgrade installation made it work, or if XP did it...)

    • Proposed as answer by Dale DU-IT Wednesday, February 29, 2012 9:26 PM
    Monday, December 06, 2010 9:13 AM
  • Check out some more on my blog posting from July  http://lhdinger.wordpress.com/2010/07/14/outlook-2010-not-responding/

     


    Larry Heimendinger TechEvents.com
    Monday, December 06, 2010 3:51 PM
  • Just wanted to post that this fixed the problem I was having on a fresh install of Office 2010 on Windows 7 (32bit).  Also, I would like to reiterate that it is crucial to remove any record or connection to network pst files in the data file window.  I physically deleted the original .pst file that Outlook created during the first install because it had already tried to incorporate settings from my old pst files and turned out to be my last problem causing the crash.  For some reason Outlook kept trying to go back and rely on that file.  Once all of those were gone I was able to create a fresh pst file as equazcion stated and then import my files into that.  Good to go. 

     

    Thanks for all the help, that was starting to get frustrating.

    Thursday, February 24, 2011 3:24 PM
  • http://lhdinger.wordpress.com/2010/07/14/outlook-2010-not-responding/ works ... i.e. the link, dunno about the fix yet!

    Weren't you in Monty Python's Philosophers Drinking Song ?

    Thursday, December 01, 2011 3:05 PM
  • glad it did

    Larry Heimendinger TechEvents.com

    Thursday, March 01, 2012 9:06 PM
  • This solution worked for me. I imported all files from PSTs created before I got Office 2010 into new PSTs created by Outlook 2010. I also, and unfortunately, have my PSTs only on my harddrive and not the network share. But now Outlook will stay open and not hangup. Thanks!!!
    Tuesday, June 26, 2012 2:30 PM