Microsoft outlook crashes when opening certain mails

hello,
We are using outlook to download mails from a gmail account in our office.
While opening certain mails outlook crashes without any error message , this happens every time we get a mail from that client.
Can anyone explain this behaviour?
winman_softAsked:
Who is Participating?
 
José PerezCommented:
ok, I have reviewed the attached email. I am now uploading it.

Please open it and see what happens.

If this email opens for you then it is the image from the signature the one is causing outlook to crash, it is an spamming image or a malformed image, if everything goes well you should tell your client to review the image format of his signature and modify or re-do cleanly. You know sometimes images get viruses on the internet.

Please post your result anyway. Thanks.
Re-Winman-E-TDS.msg
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khairilCommented:
Hi,

Unless you can get somedetail of that email, like header of something then it is no way for us to know what has happened.
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winman_softAuthor Commented:
It can be opened by clicking on .msg file. but when i open it through outlook inbox, it crashes.
Also when u open the .msg file if outlook is running it will crash.
Re--Winman-E-TDS.msg
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Sajid Shaik MSr. System AdminCommented:
check the Event id in the controlpanel-administrative tools-event viewer- Applications-


and follow the event id with microsoft...

all the best
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Maurizio GhielmettiSystem AdministratorCommented:
I suggest you to use the provided tool scanpst.exe to check the pst file. Maybe there are some errors that cause Outlook to crash. Try also opening outlook in safe mode by run this command: outlook /safe
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winman_softAuthor Commented:
i scanned it already.. and also started in safe mode. still the same result
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winman_softAuthor Commented:
and there is no entry in event log
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Maurizio GhielmettiSystem AdministratorCommented:
You got all the updates? I think it's not a great idea WinXP and Outlook 2010. Deactivate Mail Scanner by Antivirus. Other suggetions could be trying to recreate pst file by opening it with another pc and then taking it back. Re-install the app.
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winman_softAuthor Commented:
The same msg crashes outlook in all the 3 PCs where I tried..
It opens fine in outlook 2007.
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Sajid Shaik MSr. System AdminCommented:
r u using secured pop3 and smtp


ie port smtp 465 and 995 pop3 port... ?


did u try pst repair to fix the issues if any  ?





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*** Hopeleonie ***IT ManagerCommented:
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*** Hopeleonie ***IT ManagerCommented:
Sorry WildChild84 and winman_soft didn't update my Browser...

1) Create a folder dump under C
2) Download ProcDump
3) Unzip procdump.zip
4) Open cmd
5) type cd\ after enter
6) type dump\procdump\procdump.exe -e outlook.exe (if it gets just a error, as you told) or type dump\procdump\procdump.exe -h outlook.exe (if it hangs)
7) this will create a minidump in the dump folder. Please upload it for me.
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winman_softAuthor Commented:
both option wont work.. outlook terminates but the dump file is not created
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*** Hopeleonie ***IT ManagerCommented:
@winman_soft
Is Outlook terminating, just showing a error or hanging (example you can't close...)?
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winman_softAuthor Commented:
terminating without any error message , without any entry in log
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*** Hopeleonie ***IT ManagerCommented:
Ok this is a new command then...

1) Create a folder dump under C
2) Download ProcDump
3) Unzip procdump.zip
4) Open cmd as Administrator
5) type cd\ after enter
6) type dump\procdump\procdump.exe -t outlook.exe c:\dump\procdump
7) hit enter
8) Keep cmd open
9) Open the mail and let Outlook to terminate

Will this create a dump?
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winman_softAuthor Commented:
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*** Hopeleonie ***IT ManagerCommented:
Can you create about 3 other dumps and post it for me?
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winman_softAuthor Commented:
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*** Hopeleonie ***IT ManagerCommented:
Thanks give me some time to have a look.
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*** Hopeleonie ***IT ManagerCommented:
This will be a difficult case for us. As you told, I can open your email on 2 test machines ( Win 7 and Office 2010) without any problems. Tomorrow I will try to open the mail on a Windows XP Test machine with Office 2010. In the stack I just see Microsoft files during the terminating. Can you forward some of these mails to my privat email address? You will find my email address here:

http://www.experts-exchange.com/M_4994090.html

I have some questions, please take time and answer them correct one by one:

1) Was this always like this? If yes, since when?
2) If no when did this problems start?
3) As one of my colleague asked, is your Windows and Office up to date? Can you go to http://www.update.microsoft.com/ and post me a print screen of all missing important updates?
4) Did you deactivate your Antivirus and opened the mail?
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khairilCommented:
I'm using Windows 7 64bit and Outlook 2010 - it crash.
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WiReDWolfCommented:
Disable word as your editor in the outlook options.
It's probably in the headers like a carriage return where there shouldn't be on that's causing outlook to crash trying to decode the message. Not using word to open or edit the message may eliminate the problem.
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winman_softAuthor Commented:
hopeleonie,

To answer ur questions,
-It has been like this from past 6 months when i receive a mail from that particular client.
-I have updated my windows and office.
-I am using norton antivirus and i have tried disabling it, but got the same errors.

During my research i came across these posts, Cud this be of any relevance
https://discussions.apple.com/message/11235061#11235061
https://discussions.apple.com/message/15967887#15967887

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winman_softAuthor Commented:
Wiredwolf,
I am not sure if we can change the editor in office 2010
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WiReDWolfCommented:
I apologize and you are correct; as of 2007 you cannot disable word as your editor.

The answer is in the headers though.  If you view the full headers of the message you will likely find code that is malformed or just shouldn't be there.  If that is the case then there likely isn't much you can do about it with out the cooperation of the admins from the sender.  I'd, however, the issue is with the code in the message body you can create a client side rule to always read mail from that sender in plain text.  Worth a shot.
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*** Hopeleonie ***IT ManagerCommented:
@winman_soft

Hi
Can you start a test computer in clean boot? Will Outlook to terminate then?

how to:
http://support.microsoft.com/kb/310353/en-us
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winman_softAuthor Commented:
I started with the clean boot and still it terminates!
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*** Hopeleonie ***IT ManagerCommented:
1) Download Process Monitor v2.96 on a test computer.
http://live.sysinternals.com/Procmon.exe
2) Run Procmon
3) Open the mail and let Outlook to terminate
4) Stop Capture (Ctrl + E)
5) Save Logfile.PML ( Ctrl + S => Choose "All events" => Choose Format "Native Process Format PML ). The log will be large...
6) Can you upload the Logfile.PML to me? ( Place to upload: http://wwwstatic.megaupload.com/filebox/fb_blue.swf?u=13178909.3b6dda5d12 )
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winman_softAuthor Commented:
uploaded..
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*** Hopeleonie ***IT ManagerCommented:
Hi Winman_soft

After uploading you will see a link (to share). I need the link to download.
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winman_softAuthor Commented:
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winman_softAuthor Commented:
got a mail from the same client today.. outlook crashed again!
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*** Hopeleonie ***IT ManagerCommented:
Hi winman_soft

During the analysis I see, that Norton is active in the stack when Outlook terminate. Can you uninstall Norton on the test computer and open this email? Will Outlook terminate?

If yes, create me a new Logfile.PML and post it for me. Please don’t forget to close all unnecessary Software (Chrome, Java, Netchat, GlobalModule, Excel etc.) before running Procmon. This will make me easy to analyze.

Attention:
Be careful after removing Norton, because your test computer can get infected.
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winman_softAuthor Commented:
can u reproduce this problem in your system using the .msg file i uploaded?
I think it is not related to other add-ins.
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khairilCommented:
I not using norton and the message still crash. My suspect is something in the file make outlook randomly crash.
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*** Hopeleonie ***IT ManagerCommented:
No i can open "Re--Winman-E-TDS.msg" without problems. Can you try to uninstall Norton?
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Praveen ValluriCommented:
open control panel, go to Mail
Select Data files
And select email account click open folder which should open ost file for you
or else google for appropriate path depending on your version.
Then delete the OST
And try to open your Outlook, and see that it syncs again and loads all fresh content.

Also you can create a simple new profile under mail setup in control panel and delete your old profile,.
Make your new profile as default.
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winman_softAuthor Commented:
@hopeleonie
Even I can open the msg file seperately.
Try opening it with outlook running, then outlook will crash.
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winman_softAuthor Commented:
@prawin
I have fixed *.pst file.
still i get the error.
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Praveen ValluriCommented:
great but this is not a pst solution what I have provided you
Its to tune up your ost
current inbox will get loaded again,.
psts are offline personal folders which you can import to your outlook whenever required.
but if your mailbox crashed, you need to create a new profile in outlook which will load all the emails freshly,.,

regards,
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winman_softAuthor Commented:
there is no OST file in the folder : drive:\Documents and Settings\user\Local Settings\Application Data\Microsoft\Outlook.. or of any other users
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*** Hopeleonie ***IT ManagerCommented:
Hi winman_soft

Good news for you :-). I could reproduce the problem!
Give me some time to have a look...
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winman_softAuthor Commented:
hopeleonie ,
great..! Hoping for a solution for this problem
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*** Hopeleonie ***IT ManagerCommented:
@winman_soft
- How many clients are affected?
- Can you open it on every Outlook 2007?
- How long do you have this problems? Did it never work?
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winman_softAuthor Commented:
@hopeleonie

-Currently only one client is affected.
-Yes, can be opened in Outlook 2007
-We have had this problem for 3 months now, it never worked for this client.
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*** Hopeleonie ***IT ManagerCommented:
I was abroad for business matters. So I was offline, but didn’t forget to troubleshoot your issue. I need an empty mail from your client to test whether it crashes. Is it possible to ask your customer to send me an empty email without any information? Because of privacy I will ask a moderator to delete your posted email in the top? Is that ok?
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winman_softAuthor Commented:
ok.. I'll get back to you with the empty mail.. And yes, better to delete the mail
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José PerezCommented:
disable spelling, that should fix it ;)
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Praveen ValluriCommented:
you are wonderful. yes it worked really......................
disable spelling will work
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José PerezCommented:
points? :)
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winman_softAuthor Commented:
can u tell me how to disable spelling in outlook?
If it works.. well deserved 500 points :)
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Praveen ValluriCommented:
click on Tools-->Options-->
There we find spelling..
And disable all the checkmarks, this really worked for me
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José PerezCommented:
Tools / Options / Spelling & Grammar / says something like "Check spelling while writing", disable it.
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winman_softAuthor Commented:
I disabled that... not working:(
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José PerezCommented:
ok, please try disabling all under "Splling and Grammar" and tell ;)
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winman_softAuthor Commented:
i disabled everything and still it is not working..
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José PerezCommented:
would you please upload one of the emails (in msg format) that makes outlook to crash??

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winman_softAuthor Commented:
I have uploaded a msg file in the 2nd comment of this post
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winman_softAuthor Commented:
wow!!! It is solved finally!!
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winman_softAuthor Commented:
Deserving points.. also before I close this question , I had one more query about outlook..
I have designed an email program which sends mail using a doc or docx file.
But when sending docx , some files will implicitly attach xml files , do u know what these are?
also when I change these same files to doc , HTML files are attached.
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José PerezCommented:
"designed and email program"? you mean programmed? what language?
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winman_softAuthor Commented:
sorry for the typo.. a vb.net program for sending mails in office.. employees write the content in a doc/docx file and the sender address ,attachments etc are attached to it using MailEnvelope.Item....
but for some extra xml/html files will be attached..
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José PerezCommented:
mmm... I think you should post a new question and explain better, maybe post part of tue code you currently have, tell what vb.net version, etc.
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winman_softAuthor Commented:
FINALLY!!
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