Shared Mailbox Crash

Question

Hi Microsoft Community,

So for the past 2 weeks I have been trying to get some answers and Microsoft themselves have directed me to the forums.

Issue: Outlook becomes unresponsive and crashes when switching from Personal Work account to shared mailbox

How to replicate the issue: Click "New Email" > "Options" > Enable "From" > Add the shared mailbox you wish to test > try to switch to that mailbox > Crashes

I have tried to run SaRa which Microsoft recommended me to run and that hasn't resolved the issue.

I have created a new mailbox as the mailbox was full before (50GB) and we thought that was the issue, I created a new Outlook profile and tried to repair office 365, Disabled "Download shared folders", disabled add-ins 1 by 1, restarted the computer, applied gpupdate to force sync with AD. None of these have worked the funny thing is that when you run Outlook in Safe Mode it works perfectly fine however when you run in normally with disabling all add-ins it doesn't work. The add-ins we currently have are:

• Microsoft Exchange Add-in
• Microsoft SharePoint Server Colleague Import Add-in
• Microsoft Team meeting add-in
• Microsoft VBA for outlook add-in
• OneNote notes for Outlook
• Outlook Social connector 2016

This happens for multiple users all using the same shared mailbox. The Outlook on the Web version works however not ideal for the admin work they do.

We are a Hybrid business environment and have an on prem environment which we then migrate to o365

Answer 1

I am user similar like you.

First, troubleshoot this issue in one test Windows user account profile with one user.

However, Microsoft technical support team can give suggestion for community to ask question, but Microsoft’s technical support team will also collect more advanced logs information such as crashing logs and some other required logs from you to transfer your case to specials support team, you will need to contact support engineer to troubleshoot this issue with special team.

There are different levels of support in Microsoft to analysis specific issue. This is user to user forum but you can get correct path and guidance for your mentioned issue.

Answer 2

I have tried contacting Microsoft through the O365 ticketing system however they just re-directed me to forums saying more or less they can't assist.

Case 24XXXXXXXXXX183

Is there anything else that can be done?

Answer 3

Hi Elliott Waters,

Good day.

Thank you for reaching out to Microsoft community.

According to the description, I understand that users are facing this situation under the Classic Outlook desktop experience, and you have already performed all the possible steps for this situation.

For this situation, if you can troubleshoot this issue in one user's machine via performing below mentioned things so at least you can double check what outcome is coming?

1. If there is any new Office version update available on user's machine, can you try to update it?
2. Additionally, please try to check this whole situation on one another Windows user account profile. For example: create one another Windows user account profile in one user's machine, and then download and install fresh Office suite in this another created Windows user account profile, and then check if it makes any difference.

Note: Please do not delete any Windows user account profile to avoid data loss situation.

==================================================================================================

Additionally, I have also consulted your current scenario with my team, if there is no difference after troubleshooting above steps, I would like to share more specific information with you, in order of your certain situation, the several reason can be analyzed by backend side technical support team.

As an Office 365 global admin may need to contact again our Office 365 support team on the back-end side via an open service request so they can diagnose this specific scenario through some more technical resources, if needed, they maybe collecting some different logs information for further diagnosis. They can escalate this issue to the next level of the support team after collecting logs. Since we forum moderators have limited permissions and access resources, due to this reason we are unable to collect certain detailed information in the public forum for data privacy. After diagnosing the scenario, our technical support team can provide possible information from their end.

If there is any known issue, our technical support team can provide from their backend resources.

For this standard process, here's the official document for the global admin: Get support - Microsoft 365 admin | Microsoft Learn (Online Option).

Note: End users need to contact Office 365 global admin to do some standard procedure and to contact backend side specific support team.

Important note: If any organization's Office 365 Business/Business/Education subscription is from a syndicated partner or reseller, and if the global admin can't open the service request on your end, you may need to contact the reseller's support provider so they can help the global admin open the service request on your end. after the Office 365 support team can participate in the service request.

I would really appreciate your cooperation.

Sincerely

Vaidya Darpan