Outlook crashes when opening a particular email

Nicholas94 316 Reputation points

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.

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.
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Accepted answer
  1. Faery Fu-MSFT 17,811 Reputation points Microsoft Vendor

    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to save attachments such as AppData folder is redirected to a network location, the installed antivirus software is outdated/conflicts with Outlook or Outlook is in use by another process.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:

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 
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