Outlook crashes when opening a particular email

Question

We recently installed Office LTSC 2021 for one of our users. When they open certain emails (there have been two), Outlook crashes. It is the same if it's the original email or a copy from our spam filter that I downloaded and forwarded. Both the affected emails contain attachments, one has an Excel spreadsheet with macros and the other has a Word document with no macros. They can create a reply or forward without opening the original.

I have tried repairing the Office install, using SCANPST, different profiles, rebuilding the OST, disabling add-ins, safe mode, but the same emails keep making it crash.

Answer 1

Hi @Nicholas94 ，

Welcome to our forum!

According to my search, there are several factors why Outlook is freezing when attempting to save attachments such as AppData folder is redirected to a network location, the installed antivirus software is outdated/conflicts with Outlook or Outlook is in use by another process.

In order to verify, what detailed version of Outlook are you using(File > Office Account > Outlook)? Does this issue also occur on the web side?

Considering that you have already taken some troubleshooting, it is recommended that you use the other below：

• Check whether your mailbox is too large
  Delete some unnecessary mail or folders, then manage your mailbox by reducing the size of the Outlook data file, see Reduce the size of your mailbox and Outlook Data Files (.pst and .ost)
• Check whether antivirus software is up-to-date or conflicts with Outlook
  If your antivirus software is not up-to-date, Outlook may not function correctly.
• Perform a clean boot
  For more information about performing a clean boot, see How to perform a clean boot in Windows

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