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Why is my Outlook Crashing?!

Hey guys.

I am running Outlook 2007 on a Windows 7 PC.

I am in a domain environment and am the only one in the company running Windows 7.
We are running Exchange 2007 on the server.

I don't know what happened but ever since about a month ago my Outlook just randomly "grays out" and I get the message that "Microsoft Office Outlook has stopped working."

I have tried scanning the .PST file that is attached and a few errors were found on the PST but were corrected (as far as I can tell).

I even removed my Exchange account on the server, moved all of my server items into the .PST and then created a new Exchange account.

I have re-installed Office and even recreated my mail profile in Outlook.
I am really stumped at this point.

This seems to happen at random, such as when opening an email or clicking a calendar item.
I do have some add-on items such as a 3rd party unified messaging program but this hasn't been an issue for anyone else in the company.

Any ideas before I toss the computer out the window?

Thanks!
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homerslmpson
Asked:
homerslmpson
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5 Solutions
 
ComputerBeastCommented:
This is definitely happening because of a third-party add on. Uninstall all third-party add ons and then check if the Outlook crashes or not.
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farjadarshadCommented:
I do agree with the previous expert but i also suggest you to recreate your windows profile. For repairing your pst file use following links

http://www.howtogeek.com/howto/microsoft-office/fix-your-broken-outlook-personal-folders-pst-file/
http://www.articlesnatch.com/Article/the-Data-File-Was-Not-Closed-Properly-Error-In-Outlook/349906
      
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rizla7Commented:
Tools -> Trust Center -> Add-ins.

try disabling stuff. sometimes, if you can't find it there, i've found rare instance of mappoint and other weird apps leaving traces in the registry which cause such crashes. reinstalling outlook solved the problem there.
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homerslmpsonAuthor Commented:
Grrr. I have uninstalled unified messaging seeing as it was the only add-on.

So far, so good although the crashes are random so I will have to wait and see.

Now I have no unified messaging : (

Why would everyone else in the company get to use it with no issue except me?

You think it's a Windows 7 compatibility issue?
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rizla7Commented:
well, with a new os you never know. get the latest SP and updates for office, etc etc etc.. and just pray and hope that the mighty 7 does not strike you down.
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homerslmpsonAuthor Commented:
It is still crashing.

I tried to open an upcoming calendar appointment and BAM!

I opened Outlook to double-check that all add-ons were disabled, took a screen shot and BAM! Crashed again : (

I looked in the event log and got what appears to be a default error stating that Outlook crashed but doesn't tell you why.

I did some research and someone said that starting Outlook with the /cleanview switch along with disabling McAfee email scanner fixed the problem.

I just did the /cleanview start and have to see about disabling my McAfee email scanner.

Holy annoying Batman!
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homerslmpsonAuthor Commented:
UPDATE:

It's 7:11am and I booted up Outlook at 7am.  It just crashed again.

There are no add-ons, clean view was ran, email virus scan was disabled as well.

I am getting frustrated.

What is left?

Come on experts!!!! HELP ME OUT ; )
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rizla7Commented:
heh. have you tried reinstalling outlook? which i already mentioned. and if so, check your application event log for eny errors or warnings that might have been logged.
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homerslmpsonAuthor Commented:
I already mentioned in my original post that I re-installed Office with no success.

The event log only shows generic event IDs letting me know that Outlook experienced a mystery error and crashed.

Where are the experts?
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rizla7Commented:
dude. random things liek this happen with outlook all the time hahaha. with very little in the way of logging or any kind of informatino you could trace an error down with. if it throws an exception, you can try debugging it. if it throws no exception, well then you have to rely on logs, or install a different verion of outlook / service pack / different version of windows until the bug (if it is a bug) is resolved.
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homerslmpsonAuthor Commented:
Here is the thing.  I don't want you to take offense to this but there are many MANY issues that I deal with on a daily basis and all of them have a solution.

I find it very difficult to except that I need to move to a different OS or just sit and wait for a service pack to be released.

Something happened.  Something is wrong.  It wasn't doing this 6 months ago.  It wasn't doing this 3 months ago.

A change on my machine or a change to my Exchange mailbox is causing this.

We already ruled out that it's not the add-ons.  I still have none of them running.

I am going to setup my Exchange account on an XP box and use it remotely to access my mail throughout the day.

If Outlook on the XP machine doesn't crash over the next day or so then at least the problem has been isolated to my machine directly.

If Outlook on the PX machine fouls up then we know the problem is related to my .OST.

PS - If it wasn't for my Blackberry going off I wouldn't have even known you replied seeing as my Outlook wasn't open (because it crashed a few minutes earlier).

PSS - It crashed again while writing all of this.
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rizla7Commented:
how could it be something in your exchange box? you said you disabled the addon...

and yes. stuff like this DOES happen every day. especially when dealing with windows 7. and like i've said. i had a few instance (2/3) where the problem simply could not be diagnosed biut a resinstall helped. but you already ruled out the reinstall.
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homerslmpsonAuthor Commented:
Well it's 10am and I haven't had a crash since about 7:15am.  I am using Outlook 2003 on an XP box and have it connected remotely so I can check my mail (ghetto!).
So far, so good.
If I go the whole day without a crash on the XP machine then I need to think about either reinstalling Windows 7 on the machine or...well...I'm not sure what my other options are.
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homerslmpsonAuthor Commented:
My Outlook is still crashing.

Even when the .PST files are closed.

I have copied the .PST files over to an XP machine with Outlook 2003 and everything seems to be working fine.

Is it Windows 7 or Outlook 2007 that is causing the crash?
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giltjrCommented:
Anything in the event logs?
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Alan HardistyCo-OwnerCommented:
Have you downloaded all Service Packs and Updates for Windows and Office?
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Jason WatkinsIT Project LeaderCommented:
I have to second giltjr's suggestion of looking in the event logs. The System Log and the Application Logs will show what is going on at the time of crash.

Far out possibility would be to say a memory module might be going on you. That would explain the randomness of the crashes. As soon as RAM usage reaches a point where the corruption in a module is inherent, crash. Think of it as trying to fill up a bucket that has a hole in the side, with water.

Can't hurt to try, just costs time; http://www.sevenforums.com/tutorials/715-memory-diagnostics-tool.html
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TrustWiseCommented:
Install virtual XP on the 7 machine and run it from there. Also run a scan with malwarebytes
http://download.cnet.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html
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centervCommented:
Outlook 2007: Troubleshooting Outlook Crashes

http://support.microsoft.com/kb/2000071

Try sfc /scannow and if you suspect a windows problem, do a "repair" install.
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Alan HardistyCo-OwnerCommented:
Can you run Outlook from the command line with the following switches:
outlook.exe /safe
outlook.exe /safe:1
outlook.exe /safe:3
outlook.exe /safe:4
Give each option a fair chance to run and see if any of the modes crashes.  Please report back if any of the modes works without crashing.
Thanks
Alan
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puppydogbuddyCommented:
Known issues causing outlook to crash:

Disable add-ins. If you have Adobe Acrobat 6 installed, disable it's add-in first. SnagIt's addin will also crash Outlook. If Outlook crashes when you attempt to disable the addins, you'll need to edit the registry. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins and change the load behavior for Acrobat, SnagIt or other non-Microsoft add-ins to 0.

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MereteCommented:
I'd open the task manager and take a look prior to opening Outlook as to what is running.
Could be Windows Live running in the back ground, since that's the default email client.
MSN messnger starting with windows??
Is Outlook set to be your default email client?
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homerslmpsonAuthor Commented:
Wow! Wasn't expecting so many replies at once. My Blackberry was going crazy! lol.

Anyway, I am starting to think that it IS my .PST files.

I had one large one nearing 1GB in size.

I opened it and split it into 2 by putting all of my sent items into one, and everything else into the other.

I leave them both detached throughout the day unless needed.

If I forget to close one after using it, my Outlook will crash when trying to view the calendar or setup a new appointment, etc.

I ran the .PST repair utility 2 times already but apparently that's not helping.

My machine is completely up to date regarding Office updates and Windows updates.

I don't have Adobe Acrobat 6 but do have a trial version of Acrobat 9 installed.

I tried disabling all add-ons a while back (see beginning of thread) which included any Adobe products.

Not sure where to see if Windows Live is running but I don't see it in the task manager under processes or services.

Outlook is surely my default mail client.

Attached is a screen shot of the events that appear when a crash takes place.

OutlookCrash.PNG
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Alan HardistyCo-OwnerCommented:
Have you tried Outlook in safe mode as described above yet?
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homerslmpsonAuthor Commented:
I definitely did earlier but let me try it again.

I will attach both .PST files and run it in safe mode to see what happens...
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homerslmpsonAuthor Commented:
UPDATE:
Started it in safe mode, attached the 2 .PST files and tried to add a new calendar appointment...CRASH!
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Alan HardistyCo-OwnerCommented:
Try each mode separately please.
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homerslmpsonAuthor Commented:
I am now trying "outlook.exe /safe:1"

This seems to open OK. I can open calendar appointments and it looks like it keeps my color scheme / settings.

If this works properly, what does that tell us exactly?
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Alan HardistyCo-OwnerCommented:
Extract from http://office.microsoft.com/en-us/outlook/HP012185891033.aspx
/safe:1 - Starts Outlook with the Reading Pane off.
/safe:3 - Starts Outlook with Microsoft Exchange Client Extensions (ECE) turned off, but listed in the Add-In Manager. Component Object Model (COM) add-ins are turned off.
/safe:4 - Starts Outlook without loading outcmd.dat (customized toolbars).  
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homerslmpsonAuthor Commented:
I always have the reading pane off.

That would be why it didn't appear any different on my end.

But if that is the only thing it does then why is my Outlook working?

I have both .PST files attached and I can open calendar appointments no problem.

I will leave it like this for a while and see what happens...
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Alan HardistyCo-OwnerCommented:
Seems a little weird.  Perhaps there is something wrong with your profile that the following will clear up for you:
outlook.exe /cleanprofile or
outlook.exe /cleanviews or
outlook.exe /resetnavpane
Would be interested to know if the following works just as well:
outlook.exe /nopreview
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centervCommented:
>>>>>>>>If this works properly, what does that tell us exactly?
Have you looked at the troubleshooter posted earlier?

http://support.microsoft.com/kb/2000071
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homerslmpsonAuthor Commented:
UPDATE:

Outlook.exe /safe:1
just crashed on me while trying to dismiss a calendar appointment.

I am going to try outlook.exe /safe:3 now.
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rizla7Commented:
you know what it is probably? does wordpad work normally? etc? can you print? do you have an okipage printer? check if you print spooler service and any services it depends on are running properly. i just fixed a problem with the exact event logged.

your problem may be different tho, but it is definately not office.. it's a windows DLL it's choking on.
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rizla7Commented:
or some driver DLL. the tipoff here is that office is not reporting an error, just saying the session ended (aka. choked). probably on some underlying dependency inwindows, and it's not throwing an error.
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rizla7Commented:
i think clearing out the templates folder (back it up first) makes it go away for one application load then it returns, or something like that.
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centervCommented:
If applicable, reconfigure it to not use Cached Mode and test.
Rename outlook.ost and have Outlook rebuild it on next start.

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TrustWiseCommented:
Scan the computer with makwarebytes
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TrustWiseCommented:
Scan the computer with makwarebytes
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TrustWiseCommented:
Sorry, posting from phone, malwarebytes
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homerslmpsonAuthor Commented:
TrustWise:Sorry, posting from phone, malwarebytes

I ran the program and it found one item.

I have removed it and rebooted as per the software's instruction.

Outlook just crashed, lol.  Guess it had nothing to do with malware.
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homerslmpsonAuthor Commented:
centerv:  
If applicable, reconfigure it to not use Cached Mode and test.
Rename  outlook.ost and have Outlook rebuild it on next start.


I don't used cached mode.

I renamed the .OST after the crash and started Outlook.

So far, so good (it's only been a few minutes).

NOTE:
I found a few different .OST files in my folder.

A total of about 5.  Outlook0.ost, Outlook1.ost, etc.
I wonder why that is...
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giltjrCommented:
Have you looked in the System and or Application event logs?
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homerslmpsonAuthor Commented:
giltjr:  
Have you looked in the System and or Application event logs?


Regarding what exactly?  The logs don't offer any additional info other than letting me know that the application crashed due to a "hang of xxxx seconds".
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centervCommented:
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giltjrCommented:
The only event log you posted was the one that is specifically from Microsoft Office Suite, which generally provides nothing, as you have found.

If you expand the "Windows" you should have an applications and system events.  Is there anything in those event logs?
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homerslmpsonAuthor Commented:
I found this log under APPLICATIONS:

Faulting application name: OUTLOOK.EXE, version: 12.0.6524.5000, time stamp: 0x4b0761e4
Faulting module name: ntdll.dll, version: 6.1.7600.16385, time stamp: 0x4a5bdadb
Exception code: 0xc0000005
Fault offset: 0x00051f70
Faulting process id: 0x11a0
Faulting application start time: 0x01cada35a83d606b
Faulting application path: C:\Program Files\Microsoft Office\Office12\OUTLOOK.EXE
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: a60d9a2b-4629-11df-886d-0021708373c9


There are no events in the SYSTEM section of the event log.
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giltjrCommented:
I'm going to look some more but I found a few hits dealing with ntdll.dll and that exception code and offset.   There are a LOT of hits with ntdll.dll that exception code.

The ones that seem to relate to Window V7 have 3 general fixes:

1) Patch the OS and the application (which I believe you have done).
2) Run the program in compatibility mode under a different OS.
3) Run the program as admin.

One of the hits that had your code and exact offset did both 2 and 3 at the same time, so they did not know which one fixed it.
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homerslmpsonAuthor Commented:
Thanks for the info!

As of right now I am doing OK with the renaming and recreation of Outlook.ost.

It's been up & running for a few hours with both .PST files loaded and so far, so good.

If it crashes again I will try steps 2 & 3 together to see of that helps.
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centervCommented:
have you installed office sr1 2007 that has a fix for ntdll error?

sfc /scannow?
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homerslmpsonAuthor Commented:
centerv:  
have you installed office sr1 2007 that has a fix for ntdll error?
sfc  /scannow?


I have SP2 installed for Office 2007.

I will try sfc /scannow if I continue to crash.
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rizla7Commented:
sfc might be an option. but, from my understanding, this has nothing to do with outlook itself. the problem is elsewhere. probobaly in windows. even a faulty driver that is completely unrelated... sfc might not fi it, a repair might not even fix it. you will probably have to find the problem/offending driver/incompatibility or reinstall windows from scratch.

try rebooting in safe mode with networking, see if it works, that should eliminate most drivers.
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homerslmpsonAuthor Commented:
I have reinstalled Windows on the computer.

I have both .PST files open and I will see if I run into any issues.
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rizla7Commented:
you wanna close the question after all those people took their time to help?
look at that scroll go, baby!
seriously
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homerslmpsonAuthor Commented:
What am I supposed to do?  

I can't assign points if we never found a solution.

You have to understand that I am at work and having my Outlook crash every 15 minutes is a bit disruptive.

I tried soooo many different things to fix this issue and it got to the point where I started noticing other things happening to my computer.

It was then that I decided that I need to reinstall Windows 7 on my machine and start fresh.

My Outlook was open all day yesterday with both .PST files attached; no crash yet (knocks on wood).

What would you recommend I do regarding this question?
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rizla7Commented:
and that is EXACTLY my point. i told you from the start this had NOTHING to do with outlook itlself. did I not? scroll up.

i even recommended reinstalling windows and stated it's probably a win7 problem, etc etc etc.. its not my fault you spent 1 week looking for a problem in outlook where one NEVER existed.

you wasted your time. not us.

alot of other people helped as well, and contributed their time, and you can't even spend 500 imaginary points? that's a pretty low blow...
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rizla7Commented:
what's more!

you closed the topic right after saying you reinstalled, without checking to see if it had actually fixed the problem.. and you never replied back to explain why you closed the question.
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homerslmpsonAuthor Commented:
You sound a bit frustrated.

Please don't be.

You want points?  OK. I'll give you points.

I am not going to argue with you through Experts-Exchange.

You guys have helped me quite a few times and I am not trying to disrespect anyone (including you).
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homerslmpsonAuthor Commented:
I am not happy about how this question was resolved.
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rizla7Commented:
im not frustrated. points mean nothing. they are simply a means of saying, thank you all for taking the time to provide other insights i might not have thought of immediately myself. if points are no object to you, might as well give them out for free as a way of saying thanks.

but adding exclamation points to text does not mean im actually jumping up and down in my chair while typing. its just for emphasis.

to be frank, the problem you described is undiagnosable as an office bug. there are so many possiblr causes i can think of, just describing my own situation which was causing wordpad to crash, no 'new text document' link in context menus, office to crash, clearing templates folder made it temp. go away, but in the end it was a printer driver. but that printer driver was not throwing any warning in event logs.

good luck on your problem tho and i hope the reinstall helped, else pray to the win7 god.
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centervCommented:
Quote
"Remember as far as anyone knows, we're a nice normal family."
Homer Simpson

Cheers
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