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Outlook 2010 randomly crashes; no drafts saved; Windows 7 & 8

Posted on 2013-10-28
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Last Modified: 2013-11-12
Hello all,

I have a user that works remotely primarily and is losing productivity because of random crash events for Outlook 2010.  The event is below.

Faulting application name: OUTLOOK.EXE, version: 14.0.7105.5000, time stamp: 0x51e84e55
Faulting module name: OUTLOOK.EXE, version: 14.0.7105.5000, time stamp: 0x51e84e55
Exception code: 0xc0000005
Fault offset: 0x00009ccd
Faulting process id: 0x13b0
Faulting application start time: 0x01cecf35fc6e50cd
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE
Faulting module path: C:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE
Report Id: 8505b58f-3b2e-11e3-af48-c0cb38cedfea

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This event is the same on both his work computer (Windows 7 Pro x64) and his home computer (windows 8 Pro x64).

When this crash occurs, he loses whatever e-mails he was creating, replying to, or forwarding.  Any of those show as unread again.

Something interesting I noticed on Friday while connected to his home computer:  It is taking quite a while to even connect to Exchange, let alone sync his mailbox; roughly 5 minutes to establish a connection.  Once that completed, things started improving, especially when the full sync was allowed to finish.  (He has mailbox nearly 4GB in size that was trying to sync over VPN at 5-6Mbps)  I checked internet speeds on both ends; roughly 26 Mbps down and 5-6 Mbps up at the company, and 20 down/4 up at his house.  Speed and ping is not the issue yet establishing a connection takes roughly 5 minutes?  This may not be related, but I still thought it worth mentioning.
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Question by:ByteCafeSupport
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Accepted Solution

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John Hurst earned 500 total points
ID: 39606984
Outlook is crashing on both computers and 2 operating systems?

The VPN speed you are quoting is very fast for a home network.

I wonder if some remote issue damaged the user's mail file in Exchange.

You might want to see if:

1. You can run a repair on the mail file. It can be done, but I have not done it myself.
2. The user would be better with a cached OST file and not using Exchange live.

... Thinkpads_User
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Author Closing Comment

by:ByteCafeSupport
ID: 39642815
We ended up moving the mailbox into a temporary one.  This seems to have solved things.  We are preparing to move it from the temporary one back to where it's supposed to be, but I believe we have the right idea and can take it from here.  Thanks for the suggestion!
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LVL 95

Expert Comment

by:John Hurst
ID: 39642884
@ByteCafeSupport - Thanks for the update and I was happy to help you with this.

... Thinkpads_User
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