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Outlook crashes with fault in ntdll.dll but the only fix is to rebuild local profile

Anonymous
2019-03-29T00:02:14+00:00

So I have been having this problem with Outlook in Office 2016 (O365 installed) that has been happening to random users on different models of HP laptops and desktops.

Outlook crashes and does not allow to open. Starts loading on the blue Outlook splash screen and then says Outlook has encountered a problem.

The event shows Application Error ID 1000

Event Output

Problem signature:

P1: OUTLOOK.EXE

P2: 16.0.10730.20304

P3: 5c7eae66

P4: StackHash_1cbd

P5: 6.3.9600.18895

P6: 5a4b127e

P7: c0000374

P8: PCH_7A_FROM_ntdll+0x0003C8AC

P9: 

P10: 

Analysis symbol: 

Rechecking for solution: 0

Report Id: 3741bdf5-51aa-11e9-****\OUTLOOK.EXE

Faulting module path: C:\Windows\SYSTEM32\ntdll.dll

Report Id: 3741bdf5-51aa-11e9-82d9-5065f331ce49

Faulting package full name: 

Faulting package-relative application ID: 

WER output

LoadedModule[229]=C:\Windows\SYSTEM32\rasapi32.dll

LoadedModule[230]=C:\Windows\SYSTEM32\rasman.dll

LoadedModule[231]=C:\Windows\SYSTEM32\rtutils.dll

FriendlyEventName=Stopped working

ConsentKey=APPCRASH

AppName=Microsoft Outlook

AppPath=C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE

So far I have tried unsuccessfully.

  • outlook.exe /resetnavpane
  • outlook.exe /safe
  • rebuild outlook profile
  • renaming AppData\Local\Microsoft\Outlook and re-opening outlook to redownload all settings\data

The only thing that works for me to fix this is to rebuild Local Outlook Profile, which is annoying way to fix this. Now especially because more and more users are calling in with this

I got a DMP file when outlook was hung with the error, and analized it.

STACK_COMMAND:  dt ntdll!LdrpLastDllInitializer BaseDllName ; dt ntdll!LdrpFailureData ; ~0s; .ecxr ; kb

BUCKET_ID:  BREAKPOINT_wow64cpu!CpupSyscallStub+2

FAILURE_EXCEPTION_CODE:  80000003

FAILURE_IMAGE_NAME:  wow64cpu.dll

This is the DMP file is anyone wants to have a look (be warned, it's 700mb)

************

(removed by moderator to protect your privacy)

Thanks in advance

Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2019-04-09T02:33:58+00:00

    If anyone else get this problem, mine was a addin.

    Safe Mode was still crashing, wchich is weird, but as soon as I removed the below key from Registry, Outlook workes, no need for a restart even.

    HKCU\SOFTWARE\Microsoft\Office\16.0\Outlook\Resiliency\CrashingAddinList, Value was ADDIN.NAME with a DWORD 1

    Why did Outlook Safe Mode try loading this key is beyond me.

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  2. Anonymous
    2019-03-29T02:56:32+00:00

    Hi Paul Bugala，

    Thanks for your posting, generally, if outlook won't start, we suggest you use the Support and Recovery Assistant for Office 365 which will run a series of diagnostic tests and help you automatically diagnose and fix a range of Outlook problems. Please select the support topic that best describes your issue when using this tool and see the result.

    In addition, based on the symptoms and application log, please try the Workaround part of the following article and see if it helps. Please see: Office Applications crash or cannot start.

    If issue persists, to better help you, I need to collect more information.

    1. Does other Office applications works well? Like Word, Excel?
    2. Are all affected users in the same organization?
    3. Please provide a screenshot of the error message when starting the Outlook.

    Regards,

    Bryan

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  3. Anonymous
    2019-04-04T11:31:47+00:00

    Hi Paul Bugala，

    May I know if you tried the above suggestion? Feel free to let us know if you have any concern.

    Regards,

    Bryan

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  4. Anonymous
    2019-04-03T17:50:12+00:00

    Paul,

    Based on the initial info from the event details this looks like something machine specific like possibly a conflict with drivers or something else unique like that.  Make sure all the drivers are up to date and all the latest windows updates are installed.

    Editing to add:  In case it is hardware graphics drivers try disabling Hardware Graphics in Outlook.  File, Options, Advanced, Display, check Disable Hardware Graphics.

    If you want to work with an engineer to look into it further please put a machine on Insider Fast and click Help, Contact Support in Outlook top navigation.

    This page has the instructions but is a lot to weed through, https://docs.microsoft.com/en-us/deployoffice/overview-of-the-office-2016-deployment-tool.  Below are the steps I use to put machines in Insider Fast.  

    1. Download the Office Deployment Tool and extract it to a folder, https://www.microsoft.com/en-us/download/details.aspx?id=49117
    2. Drop the linked xml file in the folder and extract it, link (my Onedrive) https://1drv.ms/f/s!AobSYdEz_BdhhtduU7xQKdCx1W1J_A.
    3. Open a command prompt and change directory to the folder
    4. Run this command:  setup.exe /configure configuration-Office365-x64.xml

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  5. Anonymous
    2019-03-31T10:45:34+00:00

    Hi Paul Bugala，

    We haven't heard back from you. Would you mind telling us how it goes now? Do you still need our assistance?

    Regards,

    Bryan

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