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Posted on 2011-03-11
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Last Modified: 2012-05-11
Hi Experts,

We have a user who's outlook gets crashed whe he receives email with an embeded graphical signature. We troubleshoot a lot recreated profile may times re-installed outlook 2007 but no luck. Then finaly we provided him with outlook 2010, after some days the same issue started with outlook 2010. When he receive email which contains graphical embeded signature the outlook gets hung & crash. This signature is common, works on every machine except this one. Suggestions are highly appreciated. Its very urgent as well.
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15 Comments
 
LVL 19

Assisted Solution

by:Rob Hutchinson
Rob Hutchinson earned 400 total points
ID: 35113624
Not sure what OS you are using WinXP, WinVista, or Win7; but you might want to first try his login on another computer and see if it works as a test.

If it does work okay, then try an recreate his user profile on his existing computer to see if this resolves the problem.
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LVL 8

Author Comment

by:Mohammad Ishtyaq Khatri
ID: 35113641
Thnx for your suggestion wirednet, yes we tried recreating the profile several times but still the same thing.
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LVL 100

Expert Comment

by:John Hurst
ID: 35113697
I have Outlook 2010 on Windows 7 and graphical signatures do not cause Outlook to crash.

1. As WiReDNeT asked: What operating system?
2. How much memory?
3. Please clarify "recreating the profile": Outlook Profile? or different Windows userid?
4. Exchange or POP?
5. Try a complete uninstall of Office (not just Outlook), restart and reinstall Office (Full not Typical). You can leave out languages you do not use.
6. Please clarify "upgraded to Outlook 2010): Does that mean also Office?
7. "After some day, the problem re-occurs": This is standard behaviour for malware.

... Thinkpads_User
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LVL 8

Author Comment

by:Mohammad Ishtyaq Khatri
ID: 35113725
Hi thinkpad,

1. He is using windows XP
2. 2 GB of memory
3. Recreation of Outlook profile not windows
4. Its Exchange 2010
5. Complete uninstall of Office & reinstall
6. Then Complete office 2010 installation
7. We didn't check for malwares, is it realy? But the system behaviour is normal. It only happens with specific users who uses such digital signature.

AgnetMIK
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LVL 8

Author Comment

by:Mohammad Ishtyaq Khatri
ID: 35113754
When he receives emails from those users who uses that digital signature the outlook get crashes. But if someone sends me email with that signature nothing happens to my profile same with all users except this one. don't know y
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LVL 100

Assisted Solution

by:John Hurst
John Hurst earned 400 total points
ID: 35113759
Thank you.

Try a different userid in Windows to see if the problem persists. Also (again as WiReDNeT asked), try a different computer. A different computer will also assist with the malware question.

... Thinkpads_User
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LVL 100

Expert Comment

by:John Hurst
ID: 35113765
You may wish to repair his mailbox on Exchange if you can. ... Thinkpads_User
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LVL 8

Author Comment

by:Mohammad Ishtyaq Khatri
ID: 35116093
HI thinkpad,

users is on a remote location.. we can't swithover to another computer. as far as mailbox repair.. i don't think its required.
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LVL 100

Expert Comment

by:John Hurst
ID: 35116110
I am not sure what else to suggest for the problem computer since you have tried all the steps.

So as inconvenient as it is, a different computer is now a really helpful troubleshooting step at this point.

... Thinkpads_User
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LVL 8

Author Comment

by:Mohammad Ishtyaq Khatri
ID: 35116566
yes it is but we can't configure it somewhr elz... or test it. coz the user time is much important. there are only few users whoz having that signature even they send mails to me as well but i don't have problm the thing is only this particular user.
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LVL 19

Expert Comment

by:Rob Hutchinson
ID: 35133747
( sorry for not responding sooner, busy @ work)
What you might want to do is try a different Window's profile.

Here's a doc that explains how for WinXP:
http://www.experts-exchange.com/OS/Microsoft_Operating_Systems/Windows/XP/A_3052-Windows-XP-Profile-copying.html

Short URL:
http://rdsrc.us/OaQNVc
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LVL 8

Accepted Solution

by:
Mohammad Ishtyaq Khatri earned 0 total points
ID: 35135465
Hi WiReDNeT wazzup? no its okay! i was also doing some r&d on the system, re-creating a user profile on remote is bit tricky. It requires continue user intervention which we dont want to do. We found some softwares like acrobat write & there addons which are useless for outlook. I have just disable those addons from the outlook & kept the required one.  We have tested it & its working fine now. Told the user to observe it for a day or two.. so lets c wat happn's.
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LVL 19

Expert Comment

by:Rob Hutchinson
ID: 35136791
Good news! Glad you figured out that it was the Outlook addins.
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LVL 8

Author Comment

by:Mohammad Ishtyaq Khatri
ID: 35141046
hahahaha.... now its underobservation. will let u know if he comes up again. but most probably it should work now. we was fed up of this daily call so we gave him 2k10 but unfortunately again the same tone...lol Thnx for ur support...
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LVL 8

Author Closing Comment

by:Mohammad Ishtyaq Khatri
ID: 35239089
The Add-in disalbe worked out..
0

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