Outlook crashes when opening SharePoint files from Outlook

DB 51 Reputation points
2023-07-10T23:22:30.9333333+00:00

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

Outlook
Outlook
A family of Microsoft email and calendar products.
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SharePoint
SharePoint
A group of Microsoft Products and technologies used for sharing and managing content, knowledge, and applications.
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3 answers

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  1. 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.

    3 people found this answer helpful.

  2. Yuki Sun-MSFT 40,406 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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  3. 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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