Frequent Outlook 365 crashes after recent update

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Occasional Contributor

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 exemplary event viewer entry below. I tried deleting Experiment, ExperimentTas, and ExperimentEcs registry keys as noted at https://social.technet.microsoft.com/Forums/en-US/0b4bbbb7-e01f-4547-afda-c5359c0ba592/word-excel-po... but it has not helped. (I did not have a CurrentSkuIdForApp key, but I tried deleting the CurrentSkuIdAggregationForApp key as well). 

 

I often have data loss with this crash -- it does not usually save draft messages before crashing -- so it is quite disruptive.

 

Does anyone have any suggestions for fixes, workarounds, or ways to better diagnose these frequent crashes with the recent Outlook 365 build?

 

Log Name: Application
Source: Application Error
Date: 8/26/2020 3:29:01 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: BOSLL14974.frdomain.fr.com
Description:
Faulting application name: OUTLOOK.EXE, version: 16.0.13029.20344, time stamp: 0x5f2a2c40
Faulting module name: mso40uiwin32client.dll, version: 0.0.0.0, time stamp: 0x5f2a02f8
Exception code: 0xc0000005
Fault offset: 0x00000000000b742e
Faulting process id: 0x7070
Faulting application start time: 0x01d67bdba22c3b56
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: aabc9f9a-27e0-4a98-a847-9d098af89d6c
Faulting package full name:
Faulting package-relative application ID:
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="2020-08-26T19:29:01.121443400Z" />
<EventRecordID>725083</EventRecordID>
<Channel>Application</Channel>
<Computer>BOSLL14974.frdomain.fr.com</Computer>
<Security />
</System>
<EventData>
<Data>OUTLOOK.EXE</Data>
<Data>16.0.13029.20344</Data>
<Data>5f2a2c40</Data>
<Data>mso40uiwin32client.dll</Data>
<Data>0.0.0.0</Data>
<Data>5f2a02f8</Data>
<Data>c0000005</Data>
<Data>00000000000b742e</Data>
<Data>7070</Data>
<Data>01d67bdba22c3b56</Data>
<Data>C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE</Data>
<Data>C:\Program Files\Common Files\Microsoft Shared\Office16\mso40uiwin32client.dll</Data>
<Data>aabc9f9a-27e0-4a98-a847-9d098af89d6c</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

5 Replies

@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-0fdc446...
 

@ajkessel 

 

I am having the same issue, Excel crashing with: Faulting application name: EXCEL.EXE, version: 16.0.13029.20344

 

I already did:

Repair, then uninstall/reinstall 365.

Update Windows and 365 to the latest version.

Run SFC and CHKDSK.

Clean Registry, Temp Files and Cookies with CCleaner.

 

Any other ideas of how to fix for this?

@ChamoJorge I believe the first post was about Outlook. Can you confirm the issue persists on version 2007? (Build 13029.20460).

 

If it's still a problem I suggest you open up a support ticket with the official Microsoft support.

@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?

@ajkessel Hey, you can always provide the logs to the official Microsoft support for a proper analyze.