Outlook crashes when opening SharePoint files from Outlook

DB 56

If users try to open any SharePoint items via Outlook then Outlook crashes.

This appears to be due to a fairly recent Microsoft update as it does not appear to occur on systems which have not updated in a few months.

If affected users go directly to the SharePoint location to open the file or calendar item then they can open it without any issues.

Our environment uses Outlook 365 and SharePoint Online

SS 5 Reputation points

2023-07-17T15:36:07.62+00:00

We're experiencing the same issue on Outlook Version 2306 (Build 16529.20154 Click-to-Run). We populate links to SharePoint documents in a Power Automate Flow and clicking on these from Outlook causes Outlook to crash, but they can be opened successfully by copying the link out of Outlook and into a browser.
Erwan GOUDEAU 5 Reputation points

2023-08-08T06:55:59.44+00:00

Hello,

Same issue.
Only crashes with sharpoint links.

Infos:
Microsoft® Outlook® for Microsoft 365 MSO (Version 2307 Build 16.0.16626.20086) 64 bits

Error:

Nom de l’application défaillante OUTLOOK.EXE, version : 16.0.16626.20134, horodatage : 0x64c1d715

Nom du module défaillant : mso20win32client.dll, version : 0.0.0.0, horodatage : 0x64b0a7f4

Code d’exception : 0x022db0d4

Décalage d’erreur : 0x000000000027b14d

Chemin d’accès de l’application défaillante : C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE

Chemin d’accès du module défaillant: C:\Program Files\Common Files\Microsoft Shared\Office16\mso20win32client.dll

ID de rapport : fffdfff4-6fc6-4816-832d-548bc0325151
Yuki Sun-MSFT 41,016 Reputation points

2023-08-08T07:07:14.37+00:00

Hi all，

IIn case it's related to a known issue started in July, try adding the URLs to the Trusted Sites zone in accordance with Windows guidance, Intranet site is identified as an Internet site when you use an FQDN or an IP address.

See Outlook blocks opening FQDN and IP address hyperlinks after installing protections for Microsoft Outlook Security Feature Bypass Vulnerability released July 11, 2023
Erwan GOUDEAU 5 Reputation points

2023-08-08T09:24:33.78+00:00

Hi ,

Thank for your reply.

At the moment this does not solve the problem.
But I am looking with this track of trusted site
Ashley Gregory 15 Reputation points

2023-08-10T01:12:23.43+00:00

We are also encountering this issue and haven't found much information elsewhere unfortunately.

We have narrowed it down to absolute or 'direct links' to SharePoint items, which Outlook will try to open with the client application. If you use the 'Copy Link' feature you get something more like a Document ID link which will always open in the browser, and thus not encounter the issue.

Example:
Direct Link that will try to open in the Client App and crash Outlook: https://contoso.sharepoint.com/Shared%20Documents/ADocument.docx

'Copy link' result to the same file but will open in the browser and not crash Outlook: https://contoso.sharepoint.com/:u:/g/EbJlNAymNkVFo_W30WgWeldiRWt93eda9Ib7GbRiUE37dw?e=gw2sg5

Event Viewer always logs this event in the crash:
Faulting application name: OUTLOOK.EXE, version: 16.0.16626.20134, time stamp: 0x64c1d715

Faulting module name: mso20win32client.dll, version: 0.0.0.0, time stamp: 0x64b0a7f4

Exception code: 0x022db0d4

Fault offset: 0x000000000027b14d

Faulting process id: 0x1e68

Faulting application start time: 0x01d9c9a59738ca0b

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

Faulting module path: C:\Program Files\Common Files\Microsoft Shared\Office16\mso20win32client.dll

Report Id: baed3363-3d07-40a9-91d9-505368938cf2

Faulting package full name:

Faulting package-relative application ID:

3 answers

GeorgiePorgie 15 Reputation points

2023-08-16T18:43:33.6566667+00:00

We had this same issue and were able to resolve it using the method below:

Rename anything in this folder to .old

%userprofile%\AppData\Local\Microsoft\Outlook\HubAppFileCache

backup, then clear the following registry sub-keys below this registry path-

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\ServiceAuthInfoCache

Reboot the machine and retry the link that was causing the crash.
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3 people found this answer helpful.
Erwan GOUDEAU 5 Reputation points

2023-08-17T07:20:23.1966667+00:00

@GeorgiePorgie
Thank you so much, it works perfectly. :)

But it's a bit complicated to patch all my users.
I'm going to redo some tests to see if simply deleting the keys would correct it.

Edit:
I just deleted the sharpoint entries in the different subfolders of HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\ServiceAuthInfoCache

that was enough to solve the problem.

Pare, Eric 1 Reputation point

2023-08-29T19:37:41.8533333+00:00

Same. Closed Outlook, deleted the keys related to sharepoint in HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\ServiceAuthInfoCache, opened outlook and I was able to open the file.
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Yuki Sun-MSFT 41,016 Reputation points

2023-07-11T02:24:45.5266667+00:00

Hi @DB ,

This appears to be due to a fairly recent Microsoft update as it does not appear to occur on systems which have not updated in a few months.

Just tried checking it in my Outlook for Microsoft 365 (Version 2306, Build 16529.20110) and had no issue opening a linked SharePoint Online file from within Outlook.
As regards to your concern about the recent update, could you collect the version information of the affected users' Outlook via File > Office Account > About Outlook?
You can also have a look at the Event viewer when the crash occurs and see if there's any relevant event recorded out there.

Moreover, you can try going through the steps listed in the link below to see it can help:
Outlook crashes or stops responding when used with Office 365

Besides, I'd also recommend trying to test on one of the problematic machines by reverting back to an earlier version of Office to check the result, see How to revert to an earlier version of Office

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DB 56 Reputation points

2023-07-11T16:56:41.7433333+00:00

I believe it is a Windows update, not an Outlook update which is triggering the issue although it might be a combination of the two (a particular Windows update AND Outlook 2306). Impacted and non-impacted systems can have the same Outlook version (2306 Build 16529.20154) but not necessarily. 2306 implies a June 2023 release and that lines up pretty well with our issue. Users who clicked to install Windows updates since that time have appeared to be impacted. The issue does not impact me and I am on 2305. I will pull the event logs from an impacted workstation and reply back with any notable information.

Yuki Sun-MSFT 41,016 Reputation points

2023-07-12T05:56:10.52+00:00

Hi @DB ,

Yes, you can check the Event viewer on the impacted machines to see if there are any clues.

And could you also share the Windows version information? You can view the build number by pressing "Win + R", typing "winver", and then hitting Enter.

Yuki Sun-MSFT 41,016 Reputation points

2023-07-17T07:20:11.4466667+00:00

Hi @DB ,

Just checking in to see how things are going with this issue. If you have any update or need further help on this issue, please feel free to post back.
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GeorgiePorgie 15 Reputation points

2023-08-15T19:33:52.14+00:00

We have the same issue. The event log error is:

Faulting application name: OUTLOOK.EXE, version: 16.0.16626.20134, time stamp: 0x64c1d715

Faulting module name: mso20win32client.dll, version: 16.0.5254.1001, time stamp: 0x64b0a7f4

Exception code: 0x022db0d4

Fault offset: 0x000000000027b14d

Faulting process id: 0x4394

Faulting application start time: 0x01d9cf9e4357c543

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

Faulting module path: C:\Program Files\Common Files\Microsoft Shared\Office16\mso20win32client.dll

Report Id: 5f616a57-2428-4e2e-a657-919a1023f2e6

Faulting package full name:

Faulting package-relative application ID:

Winver: Version 21H2 (OS Build 19044.3324)

Outlook Version: Microsoft® Outlook® for Microsoft 365 MSO (Version 2307 Build 16.0.16626.20086) 64-bit
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Outlook crashes when opening SharePoint files from Outlook

3 answers