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Outlook client crash when opening HTML mail
My customer is using a Windows XP SP3 machine with Office 2003 SP3. Everything works fine but since last week the outlook client crashes when he opens a HTML mail.
I tried the following.
1. Reset the Outlook toolbar template. With Outlook close, do a search for and rename outcmd.dat file. Restart Outlook.
Outcmd.dat is located in C:\Documents and Settings\<user>\Applicatio
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. Check if an external program running in the background is interfering with Outlook. Check Firewall, antivirus, antispyware, antispam, and all Norton programs. Disable these programs one at a time.
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.
Event log
Type gebeurtenis: Fout
Bron van gebeurtenis: Microsoft Office 11
Categorie van gebeurtenis: Geen
Gebeurtenis-ID: 1000
Datum: 16-10-2008
Tijd: 13:12:26
Gebruiker: n.v.t.
Computer: FPWR-XP03
Beschrijving:
Faulting application outlook.exe, version 11.0.8217.0, stamp 480f95d9, faulting module entapi.dll, version 8.0.0.240, stamp 41075290, debug? 0, fault address 0x0000368a.
0000: 41 00 70 00 70 00 6c 00 A.p.p.l.
0008: 69 00 63 00 61 00 74 00 i.c.a.t.
0010: 69 00 6f 00 6e 00 20 00 i.o.n. .
0018: 46 00 61 00 69 00 6c 00 F.a.i.l.
0020: 75 00 72 00 65 00 20 00 u.r.e. .
0028: 20 00 6f 00 75 00 74 00 .o.u.t.
0030: 6c 00 6f 00 6f 00 6b 00 l.o.o.k.
0038: 2e 00 65 00 78 00 65 00 ..e.x.e.
0040: 20 00 31 00 31 00 2e 00 .1.1...
0048: 30 00 2e 00 38 00 32 00 0...8.2.
0050: 31 00 37 00 2e 00 30 00 1.7...0.
0058: 20 00 34 00 38 00 30 00 .4.8.0.
0060: 66 00 39 00 35 00 64 00 f.9.5.d.
0068: 39 00 20 00 69 00 6e 00 9. .i.n.
0070: 20 00 65 00 6e 00 74 00 .e.n.t.
0078: 61 00 70 00 69 00 2e 00 a.p.i...
0080: 64 00 6c 00 6c 00 20 00 d.l.l. .
0088: 38 00 2e 00 30 00 2e 00 8...0...
0090: 30 00 2e 00 32 00 34 00 0...2.4.
0098: 30 00 20 00 34 00 31 00 0. .4.1.
00a0: 30 00 37 00 35 00 32 00 0.7.5.2.
00a8: 39 00 30 00 20 00 66 00 9.0. .f.
00b0: 44 00 65 00 62 00 75 00 D.e.b.u.
00b8: 67 00 20 00 30 00 20 00 g. .0. .
00c0: 61 00 74 00 20 00 6f 00 a.t. .o.
00c8: 66 00 66 00 73 00 65 00 f.f.s.e.
00d0: 74 00 20 00 30 00 30 00 t. .0.0.
00d8: 30 00 30 00 33 00 36 00 0.0.3.6.
00e0: 38 00 61 00 0d 00 0a 00 8.a.....
I tried the following.
1. Reset the Outlook toolbar template. With Outlook close, do a search for and rename outcmd.dat file. Restart Outlook.
Outcmd.dat is located in C:\Documents and Settings\<user>\Applicatio
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. Check if an external program running in the background is interfering with Outlook. Check Firewall, antivirus, antispyware, antispam, and all Norton programs. Disable these programs one at a time.
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.
Event log
Type gebeurtenis: Fout
Bron van gebeurtenis: Microsoft Office 11
Categorie van gebeurtenis: Geen
Gebeurtenis-ID: 1000
Datum: 16-10-2008
Tijd: 13:12:26
Gebruiker: n.v.t.
Computer: FPWR-XP03
Beschrijving:
Faulting application outlook.exe, version 11.0.8217.0, stamp 480f95d9, faulting module entapi.dll, version 8.0.0.240, stamp 41075290, debug? 0, fault address 0x0000368a.
0000: 41 00 70 00 70 00 6c 00 A.p.p.l.
0008: 69 00 63 00 61 00 74 00 i.c.a.t.
0010: 69 00 6f 00 6e 00 20 00 i.o.n. .
0018: 46 00 61 00 69 00 6c 00 F.a.i.l.
0020: 75 00 72 00 65 00 20 00 u.r.e. .
0028: 20 00 6f 00 75 00 74 00 .o.u.t.
0030: 6c 00 6f 00 6f 00 6b 00 l.o.o.k.
0038: 2e 00 65 00 78 00 65 00 ..e.x.e.
0040: 20 00 31 00 31 00 2e 00 .1.1...
0048: 30 00 2e 00 38 00 32 00 0...8.2.
0050: 31 00 37 00 2e 00 30 00 1.7...0.
0058: 20 00 34 00 38 00 30 00 .4.8.0.
0060: 66 00 39 00 35 00 64 00 f.9.5.d.
0068: 39 00 20 00 69 00 6e 00 9. .i.n.
0070: 20 00 65 00 6e 00 74 00 .e.n.t.
0078: 61 00 70 00 69 00 2e 00 a.p.i...
0080: 64 00 6c 00 6c 00 20 00 d.l.l. .
0088: 38 00 2e 00 30 00 2e 00 8...0...
0090: 30 00 2e 00 32 00 34 00 0...2.4.
0098: 30 00 20 00 34 00 31 00 0. .4.1.
00a0: 30 00 37 00 35 00 32 00 0.7.5.2.
00a8: 39 00 30 00 20 00 66 00 9.0. .f.
00b0: 44 00 65 00 62 00 75 00 D.e.b.u.
00b8: 67 00 20 00 30 00 20 00 g. .0. .
00c0: 61 00 74 00 20 00 6f 00 a.t. .o.
00c8: 66 00 66 00 73 00 65 00 f.f.s.e.
00d0: 74 00 20 00 30 00 30 00 t. .0.0.
00d8: 30 00 30 00 33 00 36 00 0.0.3.6.
00e0: 38 00 61 00 0d 00 0a 00 8.a.....
ASKER
Client uses the latest Internet Explorer 7. All updates have been uses. Our client also uses 15 the same HP systems. There are no strange plugins installed on internet explorer.
Does this happen when you try to send an e-mail?
Does it send e-mails in HTML format?
Does outlook use Word as it's default editor?
Try switching to RTF
Does it send e-mails in HTML format?
Does outlook use Word as it's default editor?
Try switching to RTF
ASKER CERTIFIED SOLUTION
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Install a new version of internet explorer.