Outlook 365 Apps keeps crashing

Genesis Support 301 Reputation points
2021-10-17T22:03:15.817+00:00

Hi

I've successfully installed Microsoft 365 Apps for business -en-gb (Shared Computer Activation) on my Remote Desktop Session Host Server (Windows 2019 Standard).

141148-image.png

Everything is working well apart from when I try to click on the "Signature" and Stationary and Fonts" options in Outlook, it crashes Outlook.

Any ideas why this would happen and how I can go about fixing it?

Many Thanks

Kind regards
GMSS

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
4,885 questions
Microsoft 365 Publishing
Microsoft 365 Publishing
Microsoft 365: Formerly Office 365, is a line of subscription services offered by Microsoft which adds to and includes the Microsoft Office product line. Publishing: The process of preparing, producing, and releasing content for distribution or sale.
595 questions
0 comments
Accepted answer
  1. Yuki Sun-MSFT 40,856 Reputation points
    2021-10-25T08:42:07.517+00:00

    Hi @Genesis Support ,

    The official document below has been updated to reflect this issue, and according to the current status there, "This issue has been isolated to Office users with Language ID="en-gb". At this time, the only workaround is to install Office in a different language. ":

    Outlook freezes when selecting the Signature button

    143365-1.png

    So if you are still imapacted by this issue, please try installing Office in a different lanaguage and see it if it works.

2 additional answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Yuki Sun-MSFT 40,856 Reputation points
    2021-10-18T05:58:51.097+00:00

    Hi @Genesis Support ,

    Everything is working well apart from when I try to click on the "Signature" and Stationary and Fonts" options in Outlook, it crashes Outlook.

    I am currently running the same build of Outlook for Microsoft 365 (Version 2019, Build 16.0.14430.20292, 64-bit) but on Windows 10, so I just tried clicking on the "Signature" or Stationary and Fonts" options, it worked fine without crashing.

    A quick research on what you described brought me to this previous known issue: Outlook freezes clicking the Signature button. But it's about "Outlook freezes" while your issue is "Outlook crashes", and the pre-installed Microsoft Office desktop apps involved usually only affect Windows 10 but you are running Windows server 2019, so it seems different from your scenario.

    Given this situation, could you have a look at the Event Viewer on the machine when the issue occurs? If there's any relavant event recorded out there, you can share it here after removing all personal information so that we can see if more clues can be found.

    Besides, on your machine with 64-bit Outlook, please open registry editor(regedit) and locate the following registry key, verify that it's pointing to the correct location for outlook.exe. By default, the outlook.exe location is "C:\Program Files\Microsoft Office\Root\Office16\OUTLOOK.EXE". If it's pointing to an incorrect path, change it to the right value after backing up the registry.

    Computer\HKEY_CLASSES_ROOT\CLSID{0006F033-0000-0000-C000-000000000046}\LocalServer32
    141261-1.png

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

    0 comments
  2. Genesis Support 301 Reputation points
    2021-10-18T09:52:12.433+00:00

    Hi YukiSUN,

    Many thanks for your response.

    I've checked the registry keys and they appear to be fine and as it should.

    Here is what is coming up on the events logs when Outlook crashes:

    Log Name: Application
    Source: Application Error
    Date: 18/10/2021 08:59:03
    Event ID: 1000
    Task Category: (100)
    Level: Error
    Keywords: Classic
    User: N/A
    Computer: windows2019server
    Description:
    Faulting application name: OUTLOOK.EXE, version: 16.0.14430.20306, time stamp: 0x6164b9bb
    Faulting module name: wwlib.dll, version: 16.0.14430.20292, time stamp: 0x615f71fb
    Exception code: 0xc0000005
    Fault offset: 0x00000000019326ae
    Faulting process id: 0x28e8
    Faulting application start time: 0x01d7c3f5c1b29cc4
    Faulting application path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE
    Faulting module path: C:\Program Files\Microsoft Office\root\Office16\wwlib.dll
    Report Id: cc0648e9-2888-442a-964b-b0abe5a3d324
    Faulting package full name:
    Faulting package-relative application ID:
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2021-10-18T07:59:03.734582900Z" />
    <EventRecordID>2850</EventRecordID>
    <Channel>Application</Channel>
    <Computer>windows server 2019</Computer>
    <Security />
    </System>
    <EventData>
    <Data>OUTLOOK.EXE</Data>
    <Data>16.0.14430.20306</Data>
    <Data>6164b9bb</Data>
    <Data>wwlib.dll</Data>
    <Data>16.0.14430.20292</Data>
    <Data>615f71fb</Data>
    <Data>c0000005</Data>
    <Data>00000000019326ae</Data>
    <Data>28e8</Data>
    <Data>01d7c3f5c1b29cc4</Data>
    <Data>C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE</Data>
    <Data>C:\Program Files\Microsoft Office\root\Office16\wwlib.dll</Data>
    <Data>cc0648e9-2888-442a-964b-b0abe5a3d324</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    </EventData>
    </Event>

    It only happens when I click on "Signature" and "Stationary and Fonts" option. All other options appear to be fine.

    Kind Regards
    GMSS