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Outlook Version 2412 Crashing when New Email, Reply or Forward window opens.

Anonymous
2025-01-13T10:32:33+00:00

I have three users experiencing the same issue with Outlook crashing when trying to send an email using any of New Email, Reply or Forward. Once the new window opens the cursor flashes twice then Outlook Closes.

All users are Windows 11 and are using either Outlook 2016 or 2019 with version 2412. One of the PC's is a fresh Windows install. I have tried rolling back Windows 11 from 24H2 but it has made no difference.

I have tried Safe Mode, removing anti-virus and re-installing Office but it has made no difference.

Event ID shows:

Event 1000, Application Error

Exception Code: 0xc0000005

Fault Offset: 0x0000000001a7c02a

Faulting Process id: 0x0x41D8

Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2025-01-13T17:08:45+00:00

    Simon,

    I think the crash you are seeing is different than the MO978220 incident which turns out to only affect Windows Server 2016.

    Just to double check, but if you revert to the prior version of Outlook does it still happen?

    1. Open a Command Prompt in Administrator context.
    2. Type or paste the two commands into the Command Prompt window and press Enter after each:

    cd %programfiles%\Common Files\Microsoft Shared\ClickToRun

    officec2rclient.exe /update user updatetoversion=16.0.18227.20162

    The builds to revert are taken from the Update History page, Update history for Microsoft 365 Apps (listed by date).

    2 people found this answer helpful.
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  2. Anonymous
    2025-01-13T15:49:08+00:00

    Thank you, Simon. I am going to post a Known Issue for this and will add the crash event for discoverability.

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  3. Anonymous
    2025-01-13T15:41:55+00:00

    Log Name: Application

    Source: Application Error

    Date: 13/01/2025 15:37:10

    Event ID: 1000

    Task Category: Application Crashing Events

    Level: Error

    Keywords:

    User: ######

    Computer: ######

    Description:

    Faulting application name: OUTLOOK.EXE, version: 16.0.18324.20168, time stamp: 0x677828da

    Faulting module name: OUTLOOK.EXE, version: 16.0.18324.20168, time stamp: 0x677828da

    Exception code: 0xc0000005

    Fault offset: 0x0000000001a7c02a

    Faulting process id: 0x0xFD0

    Faulting application start time: 0x0x1DB65D0FD0B9857

    Faulting application path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE

    Faulting module path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE

    Report Id: 5c5b75da-e4b8-4b6f-8bfe-48b066d1e2ac

    Faulting package full name:

    Faulting package-relative application ID:

    Event Xml:

    1000

0

2

100

0

0x8000000000000000

2574

Application

######

OUTLOOK.EXE

16.0.18324.20168

677828da

OUTLOOK.EXE

16.0.18324.20168

677828da

c0000005

0000000001a7c02a

0xfd0

0x1db65d0fd0b9857

C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE

C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE

5c5b75da-e4b8-4b6f-8bfe-48b066d1e2ac

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  4. Anonymous
    2025-01-13T15:32:09+00:00

    To help with investigating/discoverability please share the Event 1001 crash event from the Windows Event Viewer Application log.

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  5. Anonymous
    2025-01-13T11:39:56+00:00

    It appears to be a bug in 2412, rolling back to version 2411 fixes the issue.

    It also only appears to affect 2016 or 2019 Office users, O365 unaffected.

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