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Outlook 2013 Crashes on Group Email

Posted on 2014-03-14
10
1,418 Views
Last Modified: 2014-10-28
Hi got a user that when he tries to send an internal email to 4 people his Outlook 2013 crashes with the following event.
Have tried Outlook in safe mode and the same thing happens, any ideas?

Faulting application name: OUTLOOK.EXE, version: 15.0.4569.1503, time stamp: 0x52b0b0fe
Faulting module name: mso.dll, version: 0.0.0.0, time stamp: 0x52e0c1d0
Exception code: 0xc0000602
Fault offset: 0x0116b30f
Faulting process id: 0x1b8c
Faulting application start time: 0x01cf3f8d8334b3e8
Faulting application path: C:\Program Files\Microsoft Office 15\Root\Office15\OUTLOOK.EXE
Faulting module path: C:\Program Files (x86)\Common Files\Microsoft Shared\Office15\mso.dll
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Question by:RedDoorSupplies
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10 Comments
 
LVL 22

Expert Comment

by:Haresh Nikumbh
ID: 39929278
check if FIneReader add-in is installed on this PC

http://support.microsoft.com/kb/2755838
0
 
LVL 22

Expert Comment

by:Haresh Nikumbh
ID: 39929285
Also suggest try to disable Add-in for outlook and verify

Disable ADD-in
0
 

Author Comment

by:RedDoorSupplies
ID: 39929299
Tried both of those cant see any FineReader installed and it still does the same with all the add-ins disabled?
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39929484
Does the problem follow the user to another machine?
If not, then the problem is unique with the machine, start with a new Outlook profile.

If it does, then the problem is elsewhere.

Simon.
0
 
LVL 10

Expert Comment

by:tmoore1962
ID: 39929954
Are the 4 people in a distribution group, or is he addressing them individually?  Are they all in the TO field?  Will an email to just 1 addressed work? Is he using auto complete to enter their addresses delete them from auto complete and manually enter address and see if that works
0
 

Author Comment

by:RedDoorSupplies
ID: 39953173
Did a windows update and had a host of different updates, after applying them the problem seemed to go away.

None of the updates seemed to apply to Office or Outlook but has resolved the problem, I can post the KB's of all updates applied if required.

Thanks
0
 
LVL 33

Expert Comment

by:digitap
ID: 40332628
It's been a while since you posted that your issue is resolved. Is your user still not receiving the Outlook crashes?
0
 

Accepted Solution

by:
RedDoorSupplies earned 0 total points
ID: 40338784
Hi running the Windows update did seem to resolve the issue.

Although the machine did have some other strange things happening so did a complete wipe and reinstall and the problem has not happened again.

Thanks
0
 
LVL 33

Expert Comment

by:digitap
ID: 40354828
I've been working with MS support and they back removed Office and installed an older version thinking this caused the issue. I would consider a complete wipe of the laptop, but this is a new install and I can't use a OS reload as a solution to this problem. Anyway, I'm still in a holding pattern as I wait for the user to test the different version of Office. Thanks for responding to my question.
0
 

Author Closing Comment

by:RedDoorSupplies
ID: 40407972
Complete wipe resolved the issue
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