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O365 Outlook always restarting or crash when creating new Email

Anonymous
2019-12-17T21:59:57+00:00

Hi,

One of our users having a problem with her O365 outlook.

Every time she replies and creates a new email, her outlook will restart or crash.

Currently, she's using the Safe mode to temporary resolve the issue.

I followed the troubleshooting steps from the Microsoft website.

Disable add-ins, online/local repair, repair profile data, update outlook and reinstall.

Still, this problem never solve.

This is the  details of the error showing in the Event Viewer

Faulting application name: OUTLOOK.EXE, version: 16.0.12228.20364, time stamp: 0x5de99cd4

Faulting module name: OUTLOOK.EXE, version: 16.0.12228.20364, time stamp: 0x5de99cd4

Exception code: 0xc0000005

Fault offset: 0x00000000000f8f32

Faulting process id: 0x2bf0

Faulting application start time: 0x01d5b523fb4f578a

Faulting application path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE

Faulting module path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE

Report Id: c489ff00-b29f-429a-86ce-3109acf2d633

Faulting package full name:

Faulting package-relative application ID:

Hoping someone can help me to solve this.

Outlook | Windows | Classic Outlook for Windows | For home

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Anonymous
2019-12-19T03:27:31+00:00

Hi Jefferson,

Many thanks for your reply and let us know above information. 

As this user is using an Office 365 Business account, we can firstly try downloading the Microsoft Support and Recovery Assistant(SaRA) and try the option “Outlook stops responding or freezes” or the option "Outlook keeps crashing with a messages 'Microsoft Outlook has stopped working” to see it can help to fix this issue: 

In addition, if the SaRA cannot help to fix this issue, it is advisable to create a new Windows user profile on her computer and then check the result. For detailed steps, please see: Create a local user or administrator account in Windows 10.

If the issue persists in the new Windows user profile, please kindly run SaRA again with the option “Advanced diagnostics” in the new user profile to troubleshoot this issue and send the complete diagnostics result to us for analysis. 

We appreciate for your efforts and cooperation.

Best regards,

Jennifer

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  1. Anonymous
    2019-12-20T06:50:21+00:00

    Hello Jefferson,

    Glad to hear the new Windows user profile works :-)

    Kind regards and Merry Christmas! 

    Jennifer

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  2. Anonymous
    2019-12-19T23:27:50+00:00

    Hi Jennifer,

    I tried to use the SaRA but didn't work out.

    Then I applied the second option you gave me to create a new Windows user profile and it works.

    No more crash or suddenly restart of outlook.

    Thank you for the help :)

    Best regards,

    Jefferson

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  3. Anonymous
    2019-12-18T22:20:18+00:00

    Hi Jennifer,

    Thank you for your reply.

    The Windows is updated and already do a full scan using Malwarebytes.

    I also done the "sfc/scannow" and "dism /online /cleanup-image" in the command prompt.

    Still didn't work out.

    There is no error message when Outlook crashed.

    So far, only Outlook having this kind of issue.

    We are using the O365 business account.

    Here is the screenshot of the add-ins

    Also, I logged in on her computer using my own domain account.

    My Outlook works fine, seems like only her windows profile have an issue 

    Regards,

    Jefferson

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  4. Anonymous
    2019-12-18T02:50:25+00:00

    Hi Jefferson Gueco,

    Thank you for sharing above information with us. 

    As you mentioned there is no such issue when opening Outlook in safe mode. To further narrow down this issue, we recommend that you first ensure that the affected user's Windows OS is updated to the latest version, and also scan her computers thoroughly with an installed antivirus /malware program. 

    Moreover, sometimes, the corrupted system files may also lead to such kind of issue, please do following steps to repair the corrupted system files and check if it helps: 

    1. Click on the Windows search bar and type “Command Prompt“
    2. Type “sfc/scannow” in the command prompt window and press ENTER.

    If the issue persists after you try above steps, to help you better, we need to collect following information for analysis: 

    1. If there is an error message when Outlook crashes, please send us a screenshoot of it.
    2. Please send us a screenshoot of the enabled add-ins list.
    3. Is there the same issue when using other office applications?

    4. Is this user using an Office 365 business account in Outlook? 

    Regards,

    Jennifer

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