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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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6 Comments
 
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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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Shouldn't all users have the same email signature?

You wouldn't let your users design their own business cards, would you? So, why do you let them design their own email signatures? Think of the damage they could be doing to your brand reputation! Choose the easy way to manage set up and add email signatures for all users.

 

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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Shouldn't all users have the same email signature?

You wouldn't let your users design their own business cards, would you? So, why do you let them design their own email signatures? Think of the damage they could be doing to your brand reputation! Choose the easy way to manage set up and add email signatures for all users.

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