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Outlook 2013 crasing with "mso.dll, version: 0.0.0.0" error.

Posted on 2014-07-18
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Last Modified: 2014-08-12
Experts.  Here is a puzzle.  I have a client using Office 365 and outlook will crash randomly when sending emails.  The event viewer error points to mso.dll, version: 0.0.0.0,  as the culprit.  He is running Win 7 64.  I've removed office, manually removed any leftovers, and reinstalled but still get this error.  I've disabled add-ins and made sure compatability mode is off on outlook.exe.  The mso.dll doesn't exist in the location indicated in the error below (C:\Program Files (x86)\Common Files\Microsoft Shared\Office15\mso.dll).

      
      Log Name:      Application
      Source:        Application Error
      Date:          7/17/2014 8:36:23 AM
      Event ID:      1000
      Task Category: (100)
      Level:         Error
      Keywords:      Classic
      User:          N/A
      Computer:      User-HP
      Description:
      Faulting application name: outlook.exe, version: 15.0.4631.1000, time stamp: 0x5396abaf
      Faulting module name: mso.dll, version: 0.0.0.0, time stamp: 0x53acd069
      Exception code: 0xc0000602
      Fault offset: 0x0117a507
      Faulting process id: 0x4afc
      Faulting application start time: 0x01cfa1815ac37e8e
      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
      Report Id: f5e5f364-0dae-11e4-85e7-48d224f7b4f4
      Event Xml:
      <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
        <System>
          <Provider Name="Application Error" />
          <EventID Qualifiers="0">1000</EventID>
          <Level>2</Level>
          <Task>100</Task>
          <Keywords>0x80000000000000</Keywords>
          <TimeCreated SystemTime="2014-07-17T12:36:23.000000000Z" />
          <EventRecordID>5856</EventRecordID>
          <Channel>Application</Channel>
          <Computer>User-HP</Computer>
          <Security />
        </System>
        <EventData>
          <Data>outlook.exe</Data>
          <Data>15.0.4631.1000</Data>
          <Data>5396abaf</Data>
          <Data>mso.dll</Data>
          <Data>0.0.0.0</Data>
          <Data>53acd069</Data>
          <Data>c0000602</Data>
          <Data>0117a507</Data>
          <Data>4afc</Data>
          <Data>01cfa1815ac37e8e</Data>
          <Data>C:\Program Files\Microsoft Office 15\root\office15\outlook.exe</Data>
          <Data>C:\Program Files (x86)\Common Files\Microsoft Shared\Office15\mso.dll</Data>
          <Data>f5e5f364-0dae-11e4-85e7-48d224f7b4f4</Data>
        </EventData>
      </Event>


Any Suggestions?
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Question by:chilemoore
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Expert Comment

by:Esteban Blanco
ID: 40205473
When you uninstalled Office, did you use the uninstaller provided by Microsoft?  If not, KB2739501 is the article that comes with a "Fix It" to help you get rid of Office correctly.

The other day I noticed something similar with one of my clients.  I uninstalled and re-installed and the same problem was coming up.  Later (after many hours and almost ready to format the laptop), I noticed the resolution was not optimal.  I kid you not, I changed the resolution and that fixed the problem.  Changed it back to what it was and the darn thing broke again.  Why?  Not really sure.  I sent Microsoft a question through my support pack and they were able to replicate the issue with head scratches.

This may not fix your problem but this was one of the weirdest things I have dealt with in a while.  I am still going after the root cause analysis on that one.
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Author Comment

by:chilemoore
ID: 40209668
Thanks.  Yes I used the Fix It tool in KB2739501, rebooted and then went through the manual process to make sure everything was gone.

I've tried several other things and no luck.  I was somewhat able to reproduce the error but rebooting or refreshing outlook it would go away.  To appear again a while later.
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LVL 8

Expert Comment

by:Esteban Blanco
ID: 40215880
I am thinking....
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Accepted Solution

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chilemoore earned 0 total points
ID: 40215913
Well finally reloaded the system with an OEM Image.   Had previously used the HP system provided image.  I'm still not sure what was causing the issue
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LVL 8

Expert Comment

by:Esteban Blanco
ID: 40215921
My brother; sometimes burning the haystack is the only way to find the needle in it.

I'm glad is working.  It had to be a corrupted registry if that fixed it.
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Author Closing Comment

by:chilemoore
ID: 40255174
Had to do a full system reload from an OEM version.  Something must have been wrong with the HP version or some conflict with some preloaded HP software.
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