Outlook 2013 crashes when opening a .pdf attachment with a long file name
I have a user who is trying to open/save a .pdf that was emailed to her. I'm using Outlook 2013 32bit. If I double click the attachment to open it, or try to save it to disk, Outlook just crashes. Even if I try to truncate the filename, Outlook crashes.
If I use Outlook Web App to save the filename and truncate it, it works ok, but this is obviously a pain.
She's on Windows 7 64-bit, and Office 2013 with the latest patches.
She said that someone else on her team could open the attachment just fine, and he's also using Win7/O2013.
Some things that I've tried:
Repair, Uninstall/Reinstall Office 2013 - still crashes
Disable all the addins from Outlook - still crashes
Disable hardware acceleration from Outlook - still crashes
Launch outlook.exe /safe - Doesn't crash, but I get the message "Cannot create file: XXX. Right-click the folder you want to create the file in, and then click properties on the shortcut menu to check your permissions for the folder. Same thing happens if I try to save the file and truncate the name.
Her event log gives the following info:
The description for Event ID 1000 from source Application Error cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.
If the event originated on another computer, the display information had to be saved with the event.
The following information was included with the event:
OUTLOOK.EXE
15.0.4737.1000
55801e4a
MSVCR100.dll
10.0.40219.325
4df2be1e
c0000417
0008af3e
ab4
01d0cfa46bc25be8
C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EX
C:\Windows\system32\MSVCR1
c3e1dce7-3b97-11e5-ac25-90
The handle is invalid
The description for Event ID 1001 from source Windows Error Reporting cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.
If the event originated on another computer, the display information had to be saved with the event.
The following information was included with the event:
0
BEX
Not available
0
OUTLOOK.EXE
15.0.4737.1000
55801e4a
MSVCR100.dll
10.0.40219.325
4df2be1e
0008af3e
c0000417
00000000
C:\Users\nmak\AppData\Loca
C:\Users\nmak\AppData\Loca
C:\Users\nmak\AppData\Loca
C:\Users\nmak\AppData\Loca
0
c3e1dce7-3b97-11e5-ac25-90
65
The handle is invalid
I'm not sure else to go from here other than rebuilding her whole machine. Hopefully someone here knows how to troubleshoot this...
Thanks!
If I use Outlook Web App to save the filename and truncate it, it works ok, but this is obviously a pain.
She's on Windows 7 64-bit, and Office 2013 with the latest patches.
She said that someone else on her team could open the attachment just fine, and he's also using Win7/O2013.
Some things that I've tried:
Repair, Uninstall/Reinstall Office 2013 - still crashes
Disable all the addins from Outlook - still crashes
Disable hardware acceleration from Outlook - still crashes
Launch outlook.exe /safe - Doesn't crash, but I get the message "Cannot create file: XXX. Right-click the folder you want to create the file in, and then click properties on the shortcut menu to check your permissions for the folder. Same thing happens if I try to save the file and truncate the name.
Her event log gives the following info:
The description for Event ID 1000 from source Application Error cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.
If the event originated on another computer, the display information had to be saved with the event.
The following information was included with the event:
OUTLOOK.EXE
15.0.4737.1000
55801e4a
MSVCR100.dll
10.0.40219.325
4df2be1e
c0000417
0008af3e
ab4
01d0cfa46bc25be8
C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EX
C:\Windows\system32\MSVCR1
c3e1dce7-3b97-11e5-ac25-90
The handle is invalid
The description for Event ID 1001 from source Windows Error Reporting cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.
If the event originated on another computer, the display information had to be saved with the event.
The following information was included with the event:
0
BEX
Not available
0
OUTLOOK.EXE
15.0.4737.1000
55801e4a
MSVCR100.dll
10.0.40219.325
4df2be1e
0008af3e
c0000417
00000000
C:\Users\nmak\AppData\Loca
C:\Users\nmak\AppData\Loca
C:\Users\nmak\AppData\Loca
C:\Users\nmak\AppData\Loca
0
c3e1dce7-3b97-11e5-ac25-90
65
The handle is invalid
I'm not sure else to go from here other than rebuilding her whole machine. Hopefully someone here knows how to troubleshoot this...
Thanks!
The problem may not be with outlook so much as your pdf reader? have you tried uninstalling/reinstalling adobe reader?
I also found this article which may be of some help:
https://social.technet.mic
https://social.technet.mic
ASKER
Trenton,
No luck. As part of initial troubleshooting, I also upgraded her Adobe Reader from XI to DC. I just tried the suggestions in your link, even so far as to disable all attachment previews, and still get the same crashing.
No luck. As part of initial troubleshooting, I also upgraded her Adobe Reader from XI to DC. I just tried the suggestions in your link, even so far as to disable all attachment previews, and still get the same crashing.
does it crash on the preview, or does it crash when opened?
ASKER
Both. If I click it for preview, it'll crash. If I double click it to open, it'll crash. If I right click it to save-as somewhere else, it'll crash.
This is only for an attachment with a really long filename. Other .pdf attachments open fine.
This is only for an attachment with a really long filename. Other .pdf attachments open fine.
does the filename contain any strange characters or spaces?
Maybe the long file name in conjunction with the temp path is beyond the max_path limit.
You could change the reg key:
HKEY_CURRENT_USER\Software
It is going to default to %username%\appdata\local\M
Change it to c:\windows\temp
You could also just try to delete all the data in that temp folder.
You could change the reg key:
HKEY_CURRENT_USER\Software
It is going to default to %username%\appdata\local\M
Change it to c:\windows\temp
You could also just try to delete all the data in that temp folder.
Also, have you tried the Microsoft Office Configuration Analyzer Tool?
ASKER
Trenton, the filename does have -,.& in it, but I've also tried doing a save-as and modifying the name to something simple with no luck.
Lwaugh, I've tried to save it to c:\temp while renaming it to make it a shorter path and that hasn't helped either.
I have not tried that tool yet, I'll read up on that...
Lwaugh, I've tried to save it to c:\temp while renaming it to make it a shorter path and that hasn't helped either.
I have not tried that tool yet, I'll read up on that...
ASKER
Quick update: None of the above methods helped, but apparently something changed to the point where I can at least do a save-as from Outlook and truncate the filename and that saves and won't crash Outlook. Clicking the filename or saving it as is still crashes Outlook, but this is a good enough workaround for now if no one else has any ideas...
the only thing I can think of is maybe some corruption in your temp folders... try running ccleaner and see if it mitigates the issue?
Even with a "save as" on the attachment in the message, I believe it is still storing the file in the temp location and then saving it elsewhere.
Try the registry change, close and open outlook and see if that helps.
Try the registry change, close and open outlook and see if that helps.
ASKER
I'll try this tomorrow Lwaugh, I feel as if I've bothered her enough today.
One weird thing, when I went to the path indicated in the registry, I did see the file in there and I could open it up from explorer just fine. So it seems to be getting to there, but Outlook doesn't like it for some reason...
One weird thing, when I went to the path indicated in the registry, I did see the file in there and I could open it up from explorer just fine. So it seems to be getting to there, but Outlook doesn't like it for some reason...
ASKER
Lwaugh, I tried to change this in the registry, and for some reason it keeps resetting back to the original folder.
I closed Outlook, created a c:\tempoutlook folder, set the registry value to that, opened Outlook, and when I open an attachment, it still goes to the original location. I didn't try changing the registry and rebooting, but otherwise, I'm stumped...
I closed Outlook, created a c:\tempoutlook folder, set the registry value to that, opened Outlook, and when I open an attachment, it still goes to the original location. I didn't try changing the registry and rebooting, but otherwise, I'm stumped...
ASKER CERTIFIED SOLUTION
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ASKER
I don't currently have anyone experiencing this at the moment, but I'm sure this solution will work if I had to try it again.
Thanks, Lwaugh.
Thanks, Lwaugh.
We have the same issue. Exactly
We have found out that a base install of 2013 and windows with no updates does not do this (even with long filenames) but if you update windows and office 2013, this behavior starts. So some hotfix is causing this to happen.
We have found out that a base install of 2013 and windows with no updates does not do this (even with long filenames) but if you update windows and office 2013, this behavior starts. So some hotfix is causing this to happen.
In our case we have 2008r2 sp1 and office 2013 standard basic SP1
With all windows updates, its still fine, once we apply office updates, it breaks.
We have narrowed it down to the Outlook update. Not an "office" update or a security update. etc.. The actual "monthly office update".
In our case we had 3054940. I tried updating to 3055012 and that didnt fix it.
I removed 3054940 (which takes us back to SP1 becuase we didnt apply any other previous monthly outlook updates) and now the problem is gone again.
I dont know if i will have the time to see which monthly update after SP1 that the problem starts to occur in. For now we will just run wihtout the "Outlook 2013" update but with every single other office update (since the other updates dont cause this issue)
With all windows updates, its still fine, once we apply office updates, it breaks.
We have narrowed it down to the Outlook update. Not an "office" update or a security update. etc.. The actual "monthly office update".
In our case we had 3054940. I tried updating to 3055012 and that didnt fix it.
I removed 3054940 (which takes us back to SP1 becuase we didnt apply any other previous monthly outlook updates) and now the problem is gone again.
I dont know if i will have the time to see which monthly update after SP1 that the problem starts to occur in. For now we will just run wihtout the "Outlook 2013" update but with every single other office update (since the other updates dont cause this issue)