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Outlook 2007 Freezing when creating new mail message and pressing either "to" or "cc" buttons

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Last Modified: 2012-05-09
Hello,

I have a user with WinXP and Office 2007. Her outlook is connected to RackSpace MS Exchange server. Whenever she creates a new message and presses either the to or cc buttons (to look up contact addresses) her Outlook "freezes" or  hangs....

Cleaning the profile does not help
Opening Outlook in safe mode - the client works normally when creating a message
disabling add-ons and outlook extensions does not help

I've not tried turing off cache mode or repairing the OST yet.... not sure that would help.
Comment
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Sounds like your global address list might have issues.

What is the first address book it opens? Go to tools then address book. In address book go to tools then options.

What is it set for under "show this address book first"?

Commented:
If it works ok in Safe Mode, then it could be that an addon is still in cache.

Try this:
Close Outlook
My Computer
Tools | Folder Options | [View] tab | "Advanced Settings" section | Hidden Files and Folders
Check (x) Show Hidden Files and Folders, and click [Ok]
Go to C:\documents and settings\{username}\Local Settings\Application Data\Microsoft\Outlook
Delete "extend.dat" (this is the addins cache file)
Close Windows Explorer, and reopen Outlook

Author

Commented:
Hi Jei-Kanchanawong, The address book is looking at contacts first versus the GAL.

Hi bmsjeff, I deleted the file as you suggested and restarted Outlook. Same issue when creating a new email message......

Commented:
Working ok in safe mode still points to an addon issue.
Are you sure that they are all turned off?
Check here to see how to turn off all the possible addins:
http://support.microsoft.com/kb/940226

Specifically:
Do you have any nonessential add-ins or out-of-date add-ins that are installed in Outlook?
Did you install any gadgets that integrate with Outlook?
Is Outlook integration with Communicator enabled?
Are you running Outlook with the To-Do Bar enabled when Outlook is running in online mode against an Exchange server?

If this works, then you can start them up in steps and see what is causing the issue.

Author

Commented:
Hi,
I'm not sure that the To-Do-Bar would be the cause as the system works fine until the to or cc button is pressed.....then it hangs.

I think the add-ons are turned off as they are not checked in the manager....do not see any others....

WinXP system so should not have any gadgets to worry about....

Outlook was running just fine until 2 days ago. Not sure that anything changed (the user says not).... but an update was possible as the system is set for automatic updates.

I agree that should be an add-on issue....but not sure which one (if so).

Commented:
Have you tried to create a new profile ie. "test" with no additional data files, etc... and seen if this still occurs?  Could be something corrupt in the profile.

Author

Commented:
Hi, thanks.... I cleaned the profile and tested another.... same issue.....

Commented:
Maybe indexing is slowing down the system???  Try this:
1.In the "Start" menu, choose "Run."
2.Type "services.msc" and press Enter.
3.Scroll-down to "Indexing Service" and double-click it.
4.If the service status is "Running", then stop it by pressing the "Stop" button.

Test Outlook, if no change, then Start the service back up.

Author

Commented:
Hi All,

I've done the following to no avail:
Turned off indexing
created new profile, set the user account, and tried
turned off cache mode
removed extend.dat after turning off add-ons
modified the order that contacts are "looked at"
removed the Outlook Contacts and replaced

So far the only way to get the system to work after pressing either the TO or CC buttons with a new email message is to enter Outlook in SAFE mode.

Author

Commented:
Since my last post, I've installed OL over the existing installation (didn't help) and did a "repair installation" (didn't help either)......
Commented:
This one is on us!
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