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windows 7 outlook 2003 crash when reading emails

Posted on 2010-09-10
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Last Modified: 2012-05-10
Hi Experts,

we use outlook 2003 sp3 32-bit with windows 7 enterprise 64-bit, exchange server is version 2003 sp2. Recently, I found out that some emails will crashes outlook when you try to either read it from the reading pane or double click to open it. A event log about a faulting module mshtml.dll is logged in the application event log.

----- quote -----
Log Name:      Application
Source:        Application Error
Date:          9/11/2010 7:34:04 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      mypcname
Description:
Faulting application name: OUTLOOK.EXE, version: 11.0.8312.0, time stamp: 0x4a403990
Faulting module name: mshtml.dll, version: 8.0.7600.20745, time stamp: 0x4c2adf42
Exception code: 0xc0000005
Fault offset: 0x00062f6a
Faulting process id: 0x1bfc
Faulting application start time: 0x01cb51407e96b64e
Faulting application path: C:\Program Files (x86)\Microsoft Office\OFFICE11\OUTLOOK.EXE
Faulting module path: C:\Windows\SysWOW64\mshtml.dll
Report Id: e53081c5-bd33-11df-944e-b8ac6f2206f9
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2010-09-10T23:34:04.000000000Z" />
    <EventRecordID>10569</EventRecordID>
    <Channel>Application</Channel>
    <Computer>mypcname</Computer>
    <Security />
  </System>
  <EventData>
    <Data>OUTLOOK.EXE</Data>
    <Data>11.0.8312.0</Data>
    <Data>4a403990</Data>
    <Data>mshtml.dll</Data>
    <Data>8.0.7600.20745</Data>
    <Data>4c2adf42</Data>
    <Data>c0000005</Data>
    <Data>00062f6a</Data>
    <Data>1bfc</Data>
    <Data>01cb51407e96b64e</Data>
    <Data>C:\Program Files (x86)\Microsoft Office\OFFICE11\OUTLOOK.EXE</Data>
    <Data>C:\Windows\SysWOW64\mshtml.dll</Data>
    <Data>e53081c5-bd33-11df-944e-b8ac6f2206f9</Data>
  </EventData>
</Event>
----- end of quote -----

anyone have any idea with this?

many thanks.
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Question by:nokyplease
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Expert Comment

by:John Hurst
Comment Utility
1. One or more of your incoming emails has infested your machine with malware.
2. One of the Outlook add-ins is causing a problem. Disable add-ins until you resolve the issue.
3. Make sure Office is fully updated - all service packs and patches.
3. Try do an Office Repair.
4. Even consider uninstalling Office, restarting and reinstalling plus service packs and patches.

... Thinkpads_User
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Author Comment

by:nokyplease
Comment Utility
Hi Thinkpads_User,

I tried all the above suggestion and still have the same error, what should i do next?

thanks.
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LVL 90

Expert Comment

by:John Hurst
Comment Utility
Based on other threads, try updating your BIOS (that worked in a slightly different case), and see if more memory might help (unless you already have 2Gb or more). ... Thinkpads_User
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Author Comment

by:nokyplease
Comment Utility
client pc with windows 7 installed are of 4g ram and some of them are quite latest dell optiplex 780 so it should be compatible to windows7? the version of the os is windows 7 enterprise.... still having random crash of outlook with event log complaining error with mshtml.dll which is the one inside syswow directory as outlook 2003 is 32bit software
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LVL 90

Expert Comment

by:John Hurst
Comment Utility
For the most part, Office 2003 should work with Windows 7, but it is still an older piece of software. Try Office 2007 or Office 2010. Both those (and in 32-bit versions) will work for sure reliably in Windows 7 Pro 64-bit or 32-bit.

I have Windows 7 Pro 64-bit and used Office 2007 without errors and now use Office 2010 without errors.

... Thinkpads_User
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Author Comment

by:nokyplease
Comment Utility
i also wanna use newer office if possible.... this is planned but not yet happen in my company ....
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Accepted Solution

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nokyplease earned 0 total points
Comment Utility
it turns out we have submit the case to microsoft and what they reply is to keep outlook with 1 CPU and this will make outlook complain less
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Author Closing Comment

by:nokyplease
Comment Utility
we have raise a call to MS wit this issue and what they reply is a new idea and no one have replied with this answer.
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