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Why does Outlook 2003 keep crashing on our Windows 2008 64-Bit Terminal Server ?

Our users access their Outlook through a Terminal Service / Remote Desktop session and Outlook frequently crashes for them.  This can happen randomly and there seems to no pattern as to why it is happening.  The only way they can then get access back into Outlook is to close Outlook via the Task Manager and then start Outlook back up.  When it starts back up it asks the user if they wish to start in Safe mode but if they click no they can then access Outlook again.  

When Outlook crashes it logs one of the following errors in the Application Log:

Event Id 1000

Faulting application name: OUTLOOK.EXE, version: 11.0.8312.0, time stamp: 0x4a403990
Faulting module name: pngfilt.dll, version: 8.0.7600.16385, time stamp: 0x4a5bdaee
Exception code: 0xc0000005
Fault offset: 0x000010c0
Faulting process id: 0x3e64
Faulting application start time: 0x01ca7fbb3831ad1a
Faulting application path: C:\Program Files (x86)\Microsoft Office\OFFICE11\OUTLOOK.EXE
Faulting module path: C:\Windows\SysWOW64\pngfilt.dll
Report Id: 38b36656-ebb1-11de-8b4f-0026b9486d93

or

Event Id 1000

Faulting application name: OUTLOOK.EXE, version: 11.0.8312.0, time stamp: 0x4a403990
Faulting module name: dhcpcsvc6.DLL, version: 6.1.7600.16385, time stamp: 0x4a5bd9b6
Exception code: 0xc0000005
Fault offset: 0x00001878
Faulting process id: 0x337c
Faulting application start time: 0x01ca7fc041ac3f1a
Faulting application path: C:\Program Files (x86)\Microsoft Office\OFFICE11\OUTLOOK.EXE
Faulting module path: C:\Windows\system32\dhcpcsvc6.DLL
Report Id: 808e3d3d-ebb3-11de-8b4f-0026b9486d93

or

Event Id 1000

Faulting application name: OUTLOOK.EXE, version: 11.0.8312.0, time stamp: 0x4a403990
Faulting module name: dhcpcsvc.DLL, version: 6.1.7600.16385, time stamp: 0x4a5bd9b5
Exception code: 0xc0000005
Fault offset: 0x00001d00
Faulting process id: 0x868
Faulting application start time: 0x01ca7fbc86a3e836
Faulting application path: C:\Program Files (x86)\Microsoft Office\OFFICE11\OUTLOOK.EXE
Faulting module path: C:\Windows\system32\dhcpcsvc.DLL
Report Id: c60fa358-ebaf-11de-8b4f-0026b9486d93

Can anyone suggest what might be causing this or how to fix it ?

Many thanks in advance
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PurityIT
Asked:
PurityIT
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1 Solution
 
shauncroucherCommented:
Make sure the TS and Outlook are both rully patches and up to date.

Shaun
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PurityITAuthor Commented:
Hi Shaun,

Thanks for your post.

The server is bang up to date with Microsoft Update and Office 2003 has had SP3 installed as well as all other updates
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shauncroucherCommented:
Any futher clues in the event logs at all?

Has this just started happening?

Does it affect all users?

How easy is it to create the fault for troubleshooting? For instance, does this happen if you run Outlook using the console session, could you test for 10mins to recreate the fault or is it too intermittent for such a test?

Any changes to server / new hardware at all?

Shaun
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PurityITAuthor Commented:
Hi,

I have attached the application log.  We have looked at it and tried to see if there is a catalyst for this but there doesn't seem to be anything obvious.

It is a brand new server and is less than a month old but has been happening from the very start.
The annoying thing is that you can't seem to be able to create it whatever you do.  It happens for all users at some point throughout the day/week but then might not happen again for a couple of days.  We suspect that it may be a 3rd party piece of software that is used that is causing the problems but can't be sure.
App-Log.xls
app.txt
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shauncroucherCommented:
You could try disabling all non-critical third party software using msconfig --> Services --> Hide all microsoft and then from list untick all that you can (preferably all, but appreciate you may have Anti Virus etc), then run for a few days and see if all is ok. If it is, then turn on third party one by one?

Shaun
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John GriffithCommented:

Yes, it appears that Outlook is failing, but it is actually Windows 7 network based drivers that are failing/ faltering - caused by something.
The exception code 0xc0000005 = memory access violation, tells me this is some type of "access denied" issue.  I know that Server 2003 had a problem with Outlook and DHCP, but that was supposedly fixed with SP's for both OS & Office.
Just look at the drivers - dhcpcsvc6.DLL, dhcpcsvc.dll,  pngfilt.dll --- the 1st 2 related to DHCP, the 3rd I believe is a dll related to IE for PNG files.
I looked through your app log thinking that maybe you had an Internet Security product installed - they have a firewall that is infamous for 0xc00000005 exceptions.  I took note that you have ESET NOD32 anti-virus.
Any other firewalls anywhere that you know of?  Group Policy settings, maybe?
Happy Holidays !
jcgriff2
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John GriffithCommented:
I just found this from Microsoft TechNet - seems to be exactly the same issue you are having  -
http://social.technet.microsoft.com/Forums/en-US/winserverTS/thread/5d155a4c-aad0-4cfc-8259-b709fa84b13e/
Even the same driver names are mentioned - those in your initial post as well as additional ones that I found in the log you attached.
jcgriff2
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PurityITAuthor Commented:
Thanks jcgriff2.  I added Outlook to the list of DEP programs and this solved the problem
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John GriffithCommented:
Thank you for letting us know the outcome.  Much appreciated!
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MemberMindedCommented:
I was experiencing this same issue. On 64-bit Windows Server 2008 R2 running as a Remote Desktop Server (Terminal Server). Sure enough, adding the program to the list of DEP exclusions increased stability dramatically.
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