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Outlook 2003 crashes computer when deleting email. Windows xp pro sp2 on dell gx270.

Posted on 2006-06-19
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Last Modified: 2010-04-08
I have tried to reinstall outlook and import from backed up pst. I have done all updates from microsoft. I am using AVG Free for anti-virus, which I disabled (no change).

The machine just dies completely when email is deleted using the delete key or by right clicking on the email and selecting delete. If I open the email and then select delete, it works.

Please help!!!!!

Damien
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Question by:motulab
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LVL 97

Expert Comment

by:war1
ID: 16935924
Greetings, motulab !

1. Reset the Outlook toolbar template. With Outlook close, do a search for and rename outcmd.dat file. Restart Outlook and a fresh outcmd.dat file will be recreated.

2. Register an important Outlook file. Go to Start > Run and type regsvr32 OLE32.DLL
Do the same for INETCOMM.DLL

3. Disable Outlook Addins.  Go to Tools > Options > Other > Advanced Options > Addin Manager or COMM/Addins and disable the addins.

4. Start Outlook in Safe Mode.  Go to Start > Run and type

"c:\Program Files\Microsoft Office\Office\Outlook.exe" /safe

Your path to Outlook.exe may be a little different.

5. Create a new Outlook profile.
http://www.outlook-tips.net/howto/profile.htm

6. Repair Outlook. With Outlook open, go to Help > Detect and Repair.

7. If no joy, reinstall Outlook.  Go to Add/Remove Programs and highlight Microsoft Office. Click on Install/Uninstall.  A menu will pop allowing you to choose repair or reinstall.

http://support.microsoft.com/?kbid=291614

Best wishes!
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Author Comment

by:motulab
ID: 16936419
thanks for the input. if i create a new profile, can i reimport the old pst?
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Author Comment

by:motulab
ID: 16936433
wait, nevermind.   (i should have read everything first)...

i'll give it a try and comment as soon as possible)

thanks,

damien

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LVL 97

Expert Comment

by:war1
ID: 16936457
>> if i create a new profile, can i reimport the old pst?

Yes, you can import your old PST.
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Author Comment

by:motulab
ID: 16937093
i did everything you asked me to do (except registering inetcomm.dll which the system couldnt find)

i deleted about 7-8 emails just fine, on the 9th email, the machine shut down.

some added information which may be revelant:
Blackberry Desktop Manager 4.0.1.12 was added to the system about 2 months ago...however, the system began crashing about a week ago.

thanks

damien
0
 
LVL 97

Expert Comment

by:war1
ID: 16938007
damien,

Delete your temporary internet files and Temp folder files.

See if Blackberry Desktop Manager is cause of the problem.  Disable or uninstall the Manager.  If there is a Blackberry addin to Outlook, disable it.

Perform a system restore to date when everything worked fine.

0
 

Author Comment

by:motulab
ID: 16945963
i removed internet + temp files.

i uninstalled desktop manager.

there is no system restore (turned off)

i'm waiting on a response from the client to let me know if it worked.

thanks,

damien

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LVL 97

Expert Comment

by:war1
ID: 16946105
Damien, keep us updated.
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Author Comment

by:motulab
ID: 16952455
here's the email I got from the client:

--------------------------------------------------------------------------
Damien,

I deleted two and on the third one, you know the story.

Judy

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


I have done everthing you have  suggested. Should I just call it a day and start a rebuild? HELP!!!!
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LVL 97

Expert Comment

by:war1
ID: 16952543
Damien,

Thanks for the feedback. Looks like you have a corrupted PST file or that PST file has reached its maxium.

Recover Damaged Outlook PST File
ScanPST
http://www.emailaddressmanager.com/outlook/repair.html
OR
Outlook Recovery
http://www.officerecovery.com/outlook/index.htm   Demo recovery

Repair a 2GB Outlook Personal Folder
http://www.slipstick.com/problems/repair2gbpst.htm
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Author Comment

by:motulab
ID: 16953337
I thought about that....the pst is only 164M. I will give the repair a try and let you know.

-Damien
0
 

Author Comment

by:motulab
ID: 16960237
didnt work.

my client is now getting extremely upset about this.

she is ready to blow all of her old mail and start fresh.

i will wait for one more suggestion from you, war1 (or anyone else)....otherwise, the rebuild will begin at the end of the work day today.

thanks,

damien

0
 
LVL 97

Expert Comment

by:war1
ID: 16971762
motulab,

You said that by the end of 22 June, you were going to reinstall the operating system. Since we are volunteers here and do not get to Experts Exchange all the time, I did not see your message until after 22 June.  Are you reinstall the OS or do you want to continue to troubleshoot?

1. If you want to continue to troubleshoot, I need to verify what you have done.  You have created a new Outlook profile and reinstall Outlook.  You have repair using ScanPST and PST2GB?  The reason that you cannot delete a file is because you cannot write to the PST file. PST is corrupt or too large.

Did you rename outcmd.dat file?  This file often causes Outlook to crash.

Did you disable all Outlook addins?

If you have done all the above,  this error could be caused by a recent update to Internet Explorer, MS06-015.  

2. Here is a fix for the problem
http://support.microsoft.com/?kbid=918165
or
If you have Windows XP, copy the following to the clipboard (it's all one line even if wrapped in your browser - paste into notepad and remove line breaks if necessary, and copy again)
click START > RUN and copy the line below into the Run box. Hit <Enter>

=copy below here=
REG ADD "HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Shell Extensions\Cached" /v "{A4DF5659-0801-4A60-9607-1C48695EFDA9} {000214E6-0000-0000-C000-000000000046} 0x401" /t REG_DWORD /d 1
=copy above here=

3. There is an updated version released April 25 to fix the error.  Uninstall 908531 from Add/Remove Programs in Control Panel, and go to Windows Update to download MS06-15 anew.
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LVL 97

Accepted Solution

by:
war1 earned 500 total points
ID: 16971775
motulab,

If you continue to have the problem, you need to use Process Explorer to find out what is causing the problem.
http://www.sysinternals.com/Utilities/ProcessExplorer.html

Look at Process Explorer when you are deleting an item in Outlook. See what process is active with Outlook. Then you get a clue as to what is interfering.
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