Outlook 2016 hangs after few minutes

Armitage318
Armitage318 used Ask the Experts™
on
Hi,
I am using Outlook 2016 version 1711 (build 8730.2175). My OS is Windows 10 Pro.
CPU I5, 8 GB Ram.
I use Kaspersky AV.
I have 4 IMAP accounts, two of them on same IMAP server.
After a few minutes, Outlook "freezes" and I am forced to kill it through task manager.
It seems my error occours during email composition.
I tried:
- disable Kaspersky plugin "Anti-Virus addin"
- completely uninstall Kaspersky
- disable other addition components ("Microsoft SharePoint Server Colleague Import Add-in" and "Microsoft VBA for Outlook Addin").

No way.
It is still crashing.

The error I get in Event Viewer is: "The program OUTLOOK.EXE version 16.0.8730.2175 stopped interacting with Windows and was closed"

Thank you very much
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Author

Commented:
Hi, unfortunately, I have no such software (just "standard" Adobe Acrobat Reader DC).
I wondering if this issue happens when Outlook tries to save "draft" message to IMAP server..
Hello ThereSystem Administrator
Distinguished Expert 2018

Commented:
When this occurs, open Kaspersky Endpoint Security (system tray icon) and check if KES downloads and install updates or if there is a virus scan running. If yes, stop it and open Outlook again and see if it helps.
kes.PNG
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Hello ThereSystem Administrator
Distinguished Expert 2018

Commented:
Try another profile. Results?

Where are your pst files stored? On network share?

Author

Commented:
Hi, as  I said, I also tried to completely remove Kaspersky, but I got no results.
I will try with a new profile and I'll let you know, thank you
PST are stored on local hard disk (I just check: 3 accounts have 1.5 GB size, the last has 5.3 GB)
Hello ThereSystem Administrator
Distinguished Expert 2018
Commented:
Well, when you install Kaspersky it might have a few default tasks that run after startup. Check this option too.

Also open Control panel -> Mail:
Profiles (should be set as Outlook)
Data Files (remove all and start Outlook)

Run Outlook in safe mode: Start -> outlook.exe /safe or outlook.exe /s
Hello ThereSystem Administrator
Distinguished Expert 2018

Commented:
Yes, as suggested, try to create anew profile and see.
Run Disk Cleanup tool.
RaminTechnical Advisor
Commented:
I'm agree with creating new User Account and also run Outlook in safe mode to check if you need to disable add-ins /com add-ins but if above suggestion didn't fix the issue then you need to Repair Outlook (online Repair):
https://support.office.com/en-us/article/Repair-an-Office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b

Or try to Uninstall office with below tool then Reinstall Office.
https://support.office.com/en-us/article/Uninstall-Office-from-a-PC-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8?ui=en-US&rs=en-US&ad=US

Useful link:
https://support.microsoft.com/en-us/help/2413813/how-to-troubleshoot-issues-that-cause-outlook-to-crash-or-hang-when-us
Hi,
it seems problem is definitely solved server-side.
I noticed this error in error_log (imap server is dovecot):

Jan 17 04:53:30 mailserver dovecot: imap(username@domain.com): Error: fts_solr: Indexing failed: 500 Server Error

Open in new window


I tried to rebuild mailbox's index with this command (it is a cPanel server)

/scripts/rescan_user_dovecot_fts --user=domain

Open in new window


I had no issues anymore, even without build a new Outlook profile, even with Kaspersky Antivirus plugin activated

Author

Commented:
Solved by myself

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