Outlook crashing when sending

Martin Rees
Martin Rees used Ask the Experts™
on
Using Exchange 2013 and Outlook 2016

Recently i have found that all of my users are having this issue.  the OAB wont update and also Outlook crashes occasionally when sending emails.  emails send normally most of the time but sometimes it crashes and you have to retype the email.  by crash i mean goes white and you get the not responding message and you have to exit as it never come back.  

I am finding that outlook is creating a .tmp filin the appdata>local>Microsoft>Outlook folder every time you open outlook.  the exisiting OAB does not update at all and if you remove the OAB and try to download again it does not create a new one.  outlook itself shows 'Updating Address Book' in the status bar and this never goes away.  if you try to use the client to update the address book it either fails or crashes.

other than this outlook works fine.  i have over 50 PC's all having the same issue.  All runnign office 2016 and windows 10.  updates have been appllied to all of them and are running latest office and windows.  i have tried all this using general user and domain admin and get the same result so im pretty sure its not permissions.  i have used exchange PS to run Get-AddressList | update-AddressList and Get-OfflineAddressBook | Update-OfflineAddressBook  these comeplete but its made no difference.

the only thing i can see in the event log as an ESENT error for cortana:
Log Name:      Application
Source:        ESENT
Date:          17/01/2019 10:09:18
Event ID:      413
Task Category: Logging/Recovery
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      143DELL.Packhouse.Winterwood.co.uk
Description:
DllHost (9504,R,98) Microsoft.Windows.Cortana_cw5n1h2txyewy_NOEDP_LEGACY_IDB: Unable to create a new logfile because the database cannot write to the log drive. The drive may be read-only, out of disk space, misconfigured, or corrupted. Error -1032.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="ESENT" />
    <EventID Qualifiers="0">413</EventID>
    <Level>2</Level>
    <Task>3</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2019-01-17T10:09:18.392082000Z" />
    <EventRecordID>146588</EventRecordID>
    <Channel>Application</Channel>
    <Computer>143DELL.Packhouse.Winterwood.co.uk</Computer>
    <Security />
  </System>
  <EventData>
    <Data>DllHost</Data>
    <Data>9504,R,98</Data>
    <Data>Microsoft.Windows.Cortana_cw5n1h2txyewy_NOEDP_LEGACY_IDB: </Data>
    <Data>-1032</Data>
  </EventData>
</Event>

and

Log Name:      Application
Source:        ESENT
Date:          17/01/2019 10:09:18
Event ID:      486
Task Category: General
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      143DELL.Packhouse.Winterwood.co.uk
Description:
DllHost (9504,R,98) Microsoft.Windows.Cortana_cw5n1h2txyewy_NOEDP_LEGACY_IDB: An attempt to move the file "C:\Users\martin.PACKHOUSE\AppData\Local\Packages\Microsoft.Windows.Cortana_cw5n1h2txyewy\AppData\Indexed DB\edb.log" to "C:\Users\martin.PACKHOUSE\AppData\Local\Packages\Microsoft.Windows.Cortana_cw5n1h2txyewy\AppData\Indexed DB\edb0000C.log" failed with system error 183 (0x000000b7): "Cannot create a file when that file already exists. ".  The move file operation will fail with error -1814 (0xfffff8ea).
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="ESENT" />
    <EventID Qualifiers="0">486</EventID>
    <Level>2</Level>
    <Task>1</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2019-01-17T10:09:18.390084100Z" />
    <EventRecordID>146587</EventRecordID>
    <Channel>Application</Channel>
    <Computer>143DELL.Packhouse.Winterwood.co.uk</Computer>
    <Security />
  </System>
  <EventData>
    <Data>DllHost</Data>
    <Data>9504,R,98</Data>
    <Data>Microsoft.Windows.Cortana_cw5n1h2txyewy_NOEDP_LEGACY_IDB: </Data>
    <Data>C:\Users\martin.PACKHOUSE\AppData\Local\Packages\Microsoft.Windows.Cortana_cw5n1h2txyewy\AppData\Indexed DB\edb.log</Data>
    <Data>C:\Users\martin.PACKHOUSE\AppData\Local\Packages\Microsoft.Windows.Cortana_cw5n1h2txyewy\AppData\Indexed DB\edb0000C.log</Data>
    <Data>-1814 (0xfffff8ea)</Data>
    <Data>183 (0x000000b7)</Data>
    <Data>Cannot create a file when that file already exists. </Data>
  </EventData>
</Event>

these 2 appear over and over again.  i have tried reindexing in outlook still no change.  this is also occurring on brand new installs fresh out of the box.  i have also tried repair office and remove it all together and reinstall and its always the same

sorry about all the info but i have been working on this for some time and have not made any progress so any advice or answer would be very useful

thanks

Martin
Comment
Watch Question

Do more with

Expert Office
EXPERT OFFICE® is a registered trademark of EXPERTS EXCHANGE®
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
Hi Martin, and welcome to Experts Exchange.

A problem happening on that many installations is certainly unusual. Do all of those installs have a common theme? I would first suggest starting Outlook in /safe mode to rule out any addins being used as the cause.

Windows Key + R  >  Outlook /safe

Check if the problem occurs when Outlook is started in /safe mode as shown above. If that cures the problem, then it will most likely be one of your addins that's gone rouge. In that case, disable all addins in Outlook and then re-enable them one at a time and test in normal Outlook mode until you identify the addin causing the problem.

Hope that's helpful.

Regards, Andrew
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
So many problem computers and even new out of the box means it is not an Outlook problem.

1. Can your users just use Contacts. Our clients on Hosted Exchange including Microsoft 365 use Contacts.

2. For the Address Book, review this article below. Some of the problems look similar.

https://help.unc.edu/help/365-update-gab/
Martin ReesIT Support Manager

Author

Commented:
thanks for the responses

Andrew - I have tried in safe mode but same result

John - Address book does work if they turn off cached exchange but they are only seeing an old version if they run normally. i agree that its not likely to be Outlook itself as its effects all users.  my guess is exchange but short of rebuilding the server i'm not sure what else i can do.

i have installed the latest CU for it and also rerun prepareAD as it looked like there was an issue with missing objects in AD which this did resolve.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Can you please keep us posted about the latest Cumulative Update?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Can you rebuild Exchange without rebuilding the Server?
Martin ReesIT Support Manager

Author

Commented:
Yeah not a problem just to add the issue was already there before updating to CU21  i was on CU 19 for quite some time before the problem started and only updated in an attempt to resolve the issue.
Martin ReesIT Support Manager

Author

Commented:
John - I can possibly rebuild exchange without rebuilding the entire server but i have never had the need to do it before so have never attempted it.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I am not sure what else to suggest.  I don't see anything to be gained on the Workstation side.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
You may wish to contact Microsoft Support and see if (a) they can fix or (b) guide you through reinstalling Exchange. It would be worth the cost to do this.
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
Martin, addins ruled out, I tend to agree this will be an exchange related issue, but as a test to make sure, can you try disconnecting one of the workstations from Exchange, configuring on IMAP email account to somewhere like Gmail and try sending a few messages via Outlook to see if the behaviour happens again? If it doesn't, then you can at least be fairly confident that it's an exchange related problem.

Regards, Andrew
Martin ReesIT Support Manager

Author

Commented:
Thanks Andrew i have tried this with a laptop and even went as far as going down the road to another WiFi spot and still had the same issue with the address book.  i couldn't replicate the sending issue but as mentioned this doesn't happen all the time.
Martin ReesIT Support Manager

Author

Commented:
Sorry its taken w while to update this.

issue has been resolved the problem was caused by AD missing alot of entries for exchange.  once we rerun the Exchange setup with PrepareAD and it recreated these the problem stopped.  

it seems to have been caused by a windows update that didn't take properly.
IT Support Manager
Commented:
Sorry its taken w while to update this.

issue has been resolved the problem was caused by AD missing alot of entries for exchange.  once we rerun the Exchange setup with PrepareAD and it recreated these the problem stopped.  

it seems to have been caused by a windows update that didn't take properly.

Do more with

Expert Office
Submit tech questions to Ask the Experts™ at any time to receive solutions, advice, and new ideas from leading industry professionals.

Start 7-Day Free Trial