Forum Discussion

Brass Contributor

Aug 27, 2020

Frequent Outlook 365 crashes after recent update

For the past week or so, Outlook 365 (Version 2007 13029.20344) has been crashing several times a day for me. I think it usually occurs when going in and out of search functionality. I've included an...

office 365

ChristianBergstrom

Silver Contributor

Aug 28, 2020

ajkessel Hi, there's a newer build available for the current channel (I assume you're using) https://docs.microsoft.com/en-us/officeupdates/current-channel#version-2007-august-25 try updating and see if the problem persists.

To force the update you can start PowerShell and use:

Start-Process "C:\Program Files\Common Files\microsoft shared\ClickToRun\OfficeC2RClient.exe" -ArgumentList "/update user"

As for log files there's a couple of options. You can use it from within Outlook (Help tab) or the "Enable logging https://support.microsoft.com/en-us/office/what-is-the-enable-logging-troubleshooting-option-0fdc446d-d1d4-42c7-bd73-74ffd4034af5

Or SaRA https://support.microsoft.com/en-us/office/about-the-microsoft-support-and-recovery-assistant-e90bb691-c2a7-4697-a94f-88836856c72f?ui=en-us&rs=en-us&ad=us#/

ajkessel

Brass Contributor

Sep 01, 2020

ChristianBergstrom Thanks. I've upgraded to the newer build and still see occasional crashes. I'm trying to figure out if I can rule out / rule in any add-ons. I don't have a reliable way to replicate the crash so I'm not sure yet if it is linked to an add-on.

When I do have a crash, I haven't found anything useful in the detailed logs enabled per your instructions. The "prof" files appear to just have registry key dumps, and OPMLog.log doesn't show any event corresponding to the crash. There are also a bunch of ETL files -- is that something I can/should look at to try to diagnose cause of crash? If so, how?

ChristianBergstrom
Silver Contributor
Sep 02, 2020
ajkessel Hey, you can always provide the logs to the official Microsoft support for a proper analyze.
- ajkessel
  Brass Contributor
  May 31, 2021
  Just a quick update -- this problem went away for a few months, but now appears multiple times per day. Here's a sample crash report:
  
  Faulting application name: OUTLOOK.EXE, version: 16.0.13127.21624, time stamp: 0x6093b420
  Faulting module name: mso40uiwin32client.dll, version: 0.0.0.0, time stamp: 0x6093ae60
  Exception code: 0xc0000005
  Fault offset: 0x00000000000df814
  Faulting process id: 0x4de4
  Faulting application start time: 0x01d7565198c9c144
  Faulting application path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE
  Faulting module path: C:\Program Files\Common Files\Microsoft Shared\Office16\mso40uiwin32client.dll
  Report Id: 42483b25-0e24-4cec-b0be-1def86542aa4
  Faulting package full name:
  Faulting package-relative application ID:
  
  ...
  
  Fault bucket , type 0
  Event Name: APPCRASH
  Response: Not available
  Cab Id: 0
  
  Problem signature:
  P1: OUTLOOK.EXE
  P2: 16.0.13127.21624
  P3: 6093b420
  P4: mso40uiwin32client.dll
  P5: 0.0.0.0
  P6: 6093ae60
  P7: c0000005
  P8: 00000000000df814
  P9:
  P10:
  
  Attached files:
  \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4CF8.tmp.WERInternalMetadata.xml
  
  These files may be available here:
  \\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_OUTLOOK.EXE_6ea06b45525919cf46f6dc4c71814cc4fa1179fc_00000000_f2cafdac-ac34-424f-9d27-60f23c3e6791
  
  Analysis symbol:
  Rechecking for solution: 0
  Report Id: ac27bb0c-30ea-41bb-a94b-d0facf535cf4
  Report Status: 528484
  Hashed bucket:
  Cab Guid: 0