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Outlook 2007 crashes when using search

Posted on 2014-01-17
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Last Modified: 2014-02-03
We have a problem that seems to be affecting some users.

in Outlook 2007 they have attachable mailboxes to view the sent items of that mailbox. When they go to the sent items and try to search for an e-mail by subject or address or key word etc it crashes Outlook.

Things I have tried:

removing and re adding the attachable mailbox
recreating the users profile
reinstalling office 2007
 
none have worked.

the OS is Windows XP SP3 using Outlook 2007 and MS Exchange 2003

any help would be most appreciated.

Thanks
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Question by:purpleoak
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9 Comments
 
LVL 53

Expert Comment

by:Will Szymkowski
ID: 39789087
Are you using Outlook in Online mode or cached mode? Have you also tried to start Outlook in safemode (outlook.exe /safe) to see if this makes a difference?

Try cached mode if you are using Online mode and try Online mode if you are using cached mode.

Will.
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LVL 8

Expert Comment

by:EEhotline
ID: 39789120
Have you updated the Outlook with the latest cumulative updates?

Try few more troubleshooting steps you can take....

First, re-enable indexing of your mailbox.  Go to Control Panel -> Indexing Options -> Modify -> Click the mailbox that you want indexed.

Next, boot Outlook to begin indexing your mail.  Take a look at the Tools -> Instant Search -> Indexing Status dialog to see if the count goes up.  (The dialog does not refresh automatically, so you'll have to close it and reopen it every so often.)  

Normal behavior is for this count to quickly increase as Outlook discovers all your mail that needs to be indexed, then the count should drop slowly as mails get indexed.  For large mailboxes, it can take overnight for them to be fully indexed.
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Author Comment

by:purpleoak
ID: 39793630
Hello

"First, re-enable indexing of your mailbox.  Go to Control Panel -> Indexing Options -> Modify -> Click the mailbox that you want indexed."

When I attempt this step I get: indexing of this email store has been disabled by the system administrator.
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LVL 8

Expert Comment

by:EEhotline
ID: 39794623
It seems like you don't have Windows Desktop search 4.0 on client's computer.
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Author Comment

by:purpleoak
ID: 39794661
I have installed Windows desktop search 4.0 on the clients machine but we still get the same problem.
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LVL 8

Expert Comment

by:EEhotline
ID: 39794674
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Author Comment

by:purpleoak
ID: 39794698
I have tried the fix detailed in that article and the problem is still there.
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Accepted Solution

by:
purpleoak earned 0 total points
ID: 39817364
Found the answer here:

http://oneboise.com/kb/?p=97

Slow Access of Additional Exchange Mailboxes
This is an issue that I run into daily and had a couple of Exchange hosting customers complain about. When you add an additional (or shared) mailbox to your Exchange account in Outlook, it does NOT cache any of the data like it does with your primary mailbox. It does case non-mail items, but switching back and forth between mailboxes can be very slow. Here is how to fix it…
This pertains to any Exchange version (as far as I know) and Outlook 2007 with SP2 or newer. If you have an older version of Outlook…upgrade! The instant search is worth it.
•      Close Outlook.
•      Click Start, click Run, type regedit, and then click OK.
•      Locate and then right-click the following registry subkey:
HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook
•      Point to New, and then click Key.
•      Type Cached Mode, and then press ENTER.
•      Right-click Cached Mode, point to New, and then click DWORD Value.
•      Type CacheOthersMail, and then press ENTER.
•      Right-click CacheOthersMail, and then click Modify.
•      In the Value data box, type 1 (decimal format), and then click OK.
•      Open Outlook and watch as it begins to download and cache all of the additional mailbox data. Notice how the connection status now shows “Connected” rather than “Online” when viewing the other mailbox(es).
•      Enjoy much quicker access between your mail folders!
I would like to cite two KB articles that helped me figure this out; KB955572 & KB936247. The first pertains to a hotfix for post SP1 Outlook, but has the settings we need. The second Tells us how to create the registry key that the first one assumes is present…it’s not. Even with Office SP2, the Cached Mode key is simply missing, so I put the two together to get it working.The second article mentions another DWORD value called “DownloadSharedFolders”. I presume it is enabled by default so adding it does not seem to make a difference.



http://support.microsoft.com/kb/955572
http://support.microsoft.com/kb/936247
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Author Closing Comment

by:purpleoak
ID: 39829055
found solution myself and posted it for others with the same problem
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