outlook 2013 crashing

[4ycr]

*SOLVED* outlook 2013 crashing

I have a client with a new laptop 2 weeks old and outllook has started to crash when downloading emails.

Norton 360 was finding Trojans so I went in and removed them from his webmail
I have stopped all Norton anti span and email scans
All add ons have been disabled
tried Outlook safe mode
Ran Offcat it only showed the errors in the event logs
It ran another outlook compatibility scan but it found nothing and tried disabling the add ons again

The event log fails for outlook.exe for error code 0xc0000005 but no other files or dll files are mentioned in the error report.

It download all the same emails everytime and get to something like 130 of 190 when it crashes

Due to the Trojans I didn't want to remove Norton so looking for other suggestions on what I could try on Monday.

All updates have been installed and I believe it is the click to run version.

Thanks

 

[4ycr]

forgot to add I scanned his computer and it is clean and I have setup up a new PST file and it still fails

 

[Boston Pro Comp Serv LLC]

I despise norton, I won't attempt to fix any Windows/File System problem with Norton on the machine. I make sure it's gone entirely from the registry, all it's services are gone and there isn't a single trace of it left before I even start. I realize I'm extreme, but I can't tell you how many times I've left Norton only to find out it was causing the problem. I wouldn't be surprised if Norton was somehow blocking an outlook function (likely one that goes to the net) and it's crashing it. I'm not sure what you have tried, tried repairing office? I've had several office repair attemps (2013 that is) fail and cause such a mess in the registry that I've had to reinstall Windows and office from scratch. Maybe just remove outlook (save his ost) and reinstall? What have you tried?

 

[callthatgirl]

Just wondering...

Did you try a new profile?

I just had an Outlook 2013 issue happen, quite the mess and I'm still working on it come Monday.

I can set up a profile, 4 gmail accounts and one exchange. All sets up well, then it crashes when I try to open. I figured out that it does need a PST file (as all were IMAP and Exchange) , local. So I added that, it went fine, then after Outlook opens fine, but nothing works.

So I tried online Outlook repair=fail
then I tried to reinstall=fail

Next up, starting over. I hate doing this too as I rarely if ever reinstall Outlook. I am feeling defeated.

 

[allanc]

I have a client with a new laptop 2 weeks old and outllook has started to crash when downloading emails.

Norton 360 was finding Trojans so I went in and removed them from his webmail
I have stopped all Norton anti span and email scans
All add ons have been disabled
tried Outlook safe mode
Ran Offcat it only showed the errors in the event logs
It ran another outlook compatibility scan but it found nothing and tried disabling the add ons again

The event log fails for outlook.exe for error code 0xc0000005 but no other files or dll files are mentioned in the error report.

It download all the same emails everytime and get to something like 130 of 190 when it crashes

Due to the Trojans I didn't want to remove Norton so looking for other suggestions on what I could try on Monday.

All updates have been installed and I believe it is the click to run version.

Thanks

Is the Email address an Outlook.com?
If so, I have seen this problem twice with the same client and will describe my experience with it.

 

[AndyM]

I had a recent issue with Outlook 2013. PC was in a domain, and the PST was being copied off onto the server with 'redirected folders.' Every time I set-up this particular account (POP account), it would hang Outlook after receiving about 20% of the data from the POP host. Tried everything I could think of, before going in and editing the PST location, and placing it into a different directory that wasn't anything to do with 'redirected folders.' No problems since.

Andy

 

[4ycr]

Thanks Andy, this is a standalone laptop and not part of a domain, but you have me thinking of backup software now, as I know he has it.

 

[ohio_grad_06]

Create a backup, create a new profile. I've seen that solve outlook issues fairly often. Not a huge Norton fan either lol not as extreme as the other guy. Avast+mbam pro seems decent for security IMO.

 

[HCHTech]

It download all the same emails everytime and get to something like 130 of 190 when it crashes

Does it fail on the same message each time? If so, you could try logging into webmail and deleting that particular message. Just a thought...

 

[4ycr]

Not sure but was going to try downloading a few messages at a time.

 

[nlinecomputers]

Does it always crash on the same message? If so use a webmail client like mail2web to see what is the issue with it and if it can simply be deleted. You may just have a damaged email.

 

[Xander]

I'd follow the last few -- if it's crashing on one message....

Let it collect some and cancel the download. That should get you down, say, 50 and leave 190. DL some more and cancel. Do what you can to get that first 130 DL'd and that will at least clear them off the server so you're not dealing with duplicates.

I can't remember if Outlook has that option to not DL emails bigger than __kb but if it does, try that, too. Try to narrow it down to a single file if you can and THEN go into the webmail and see what's left.

 

[4ycr]

Got this solved.

I removed the keep email on server for x days option and started to download a bunch of emails at a time. Got down to the last 30 emails when it started to crash. I then got it to crash when trying to download the first email. I thought that outlook would have deleted all the other emails but when he logged into his webmail portal all his emails were still there (290) so I could not find the email causing the problem.

I ended up downloading the headers which worked fine, so I moved all the emails back to his original PST as I was using a temp one. As you know headers can't move so I was left with just those, so I could see the emails in question. Before I decided to go back to the webmail to try and find the emails in question I decided to try a full send and receive again, to my surprise this worked and all emails were downloaded. I restarted outlook and tried send/receive a further few times and it got new emails without any problems and it stopped crashing completely.

I might need to try just downloading the headers only again if I see the issue in the future.

 

[allanc]

Got this solved.

I removed the keep email on server for x days option and started to download a bunch of emails at a time. Got down to the last 30 emails when it started to crash. I then got it to crash when trying to download the first email. I thought that outlook would have deleted all the other emails but when he logged into his webmail portal all his emails were still there (290) so I could not find the email causing the problem.

I ended up downloading the headers which worked fine, so I moved all the emails back to his original PST as I was using a temp one. As you know headers can't move so I was left with just those, so I could see the emails in question. Before I decided to go back to the webmail to try and find the emails in question I decided to try a full send and receive again, to my surprise this worked and all emails were downloaded. I restarted outlook and tried send/receive a further few times and it got new emails without any problems and it stopped crashing completely.

I might need to try just downloading the headers only again if I see the issue in the future.

To try to identify the specific Email with the issue couldn't we:?
1. Create a new folder in WebMail
2. Move all of the Emails in the Inbox to the new folder
3. Move the next small group of Emails from the new folder to the Inbox
4. Outlook Send/Receive
5. Error - No - go to step 3
6. Error - Yes - move one-half the group to Inbox - go to step 4 and repeat