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Outlook crashes when you try to track an email in Microsoft Dynamics CRM

This article provides a resolution and workarounds to solve the issue that Microsoft Outlook crashes when you try to track an email message in Microsoft Dynamics CRM.

Applies to:   Microsoft Dynamics CRM 2016, Microsoft Dynamics CRM 2015, Microsoft Dynamics CRM 2013, Outlook 2016, Outlook 2013, Microsoft Outlook 2010
Original KB number:   3142993

Symptoms

When you select Track in CRM or Set Regarding on an email with an attachment, Microsoft Outlook crashes.

Additionally, in the Application Event log, you may find one or more of the following crash signatures with event ID 1000:

Application name Application version Module name Module version Offset
Outlook 2010
Outlook.exe 14.0.7165.5000 exsec32.dll 14.0.7159.5000 0x00007D06
Outlook.exe 14.0.7160.5000 exsec32.dll 14.0.7159.5000 0x00000000000023C5
Outlook.exe 14.0.6109.5005 exsec32.dll 14.0.6019.1000 0x00007C50
Outlook 2013
Outlook.exe 15.0.4763.1000 exsec32.dll 15.0.4759.1000 0x000076BD
Outlook.exe 15.0.4551.1004 exsec32.dll 15.0.4551.1001 0x000076a7
Outlook 2016
Outlook.exe 16.0.6366.2036 exsec32.dll 16.0.6366.1439 0x00003F99
Outlook.exe 16.0.4266.1001 exsec32.dll 16.0.4266.1001 0x00003F82
Outlook.exe 16.0.4266.1001 exsec32.dll 16.0.4266.1001 0x000000000000251F

Cause

This issue may occur if Outlook is not configured to use Cached Exchange Mode. Microsoft Dynamics CRM for Outlook is only supported when using Cached Exchange Mode.

Resolution

To fix this issue, follow the steps for your Office version and installation type. See the More information section to determine whether your Office installation is Click-to-Run or MSI-based.

Office 2016

Click-to-Run-based installations of Office 2016

To fix this issue, make sure that your Office 2016 Click-to-Run installation is at version 16.0.6629.1000 or a later version. If it is not at this version or a later version, update your Office 2013 installation. To do this, follow these steps.

  1. Open any Office application, such as Outlook or Word.
  2. Select File, and then select Office Account or Account.
  3. View the Version that is listed under Office Updates.
  4. If the version is not at 16.0.6629.1000 or a later version, select Update Options, and then select Update Now.

Note

If you had previously disabled updates, select Enable updates after you select Update Options, and then select Update Now.

For more information about update channels for Office 365 clients, see Update history for Microsoft 365 Apps (listed by date).

MSI-based installations of Office 2016

To fix this issue, install the February 7, 2017, update for Outlook 2016. For information about this update, see February 7, 2017, update for Outlook 2016 (KB3141511).

Office 2013

Click-to-Run-based installations of Office 2013

To fix this issue, make sure that your Office 2013 Click-to-Run installation is at version 15.0.4833.1001 or a later version. If it is not at this version or a later version, update your Office 2013 installation. To do this, follow these steps.

  1. Open any Office application, such as Outlook or Word.
  2. Select File, and then select Office Account or Account.
  3. View the Version that is listed under Office Updates.
  4. If the version is not at 15.0.4833.1001 or a later version, select Update Options, and then select Update Now.

Note

If you had previously disabled updates, select Enable updates after you select Update Options, and then select Update Now.

For more information about Click-to-Run for Office 2013, see Update history for Office 2013

MSI-based installations of Office 2013

To fix this issue, install the June 7, 2016, update for Outlook 2013. For information about this update, see June 7, 2016, update for Outlook 2013 (KB3115158).

Workaround

If you can't install the update that's mentioned in the Resolution section to fix this issue, you can work around the issue by using one of the following options:

Option 1 - Enable Cached Exchange Mode

Use the steps in the following article to enable Cached Exchange Mode in Outlook:

Turn on or off Cached Exchange Mode

Option 2 - Enable Server-Side Synchronization

Switch the Mailbox record in Microsoft Dynamics CRM for your user to Server-Side Synchronization or Email Router instead of Microsoft Dynamics CRM for Outlook. You can refer to the following article for additional details about how to configure Server-Side Synchronization.

Set up server-side synchronization of email, appointments, contacts, and tasks

More information

To determine whether your Office installation is Click-to-Run or MSI-based, follow these steps:

  1. Open an Office application, such as Outlook or Word.
  2. On the File menu, select Account or Office Account.
  3. For Office Click-to-Run installations, an Update Options item is displayed. For MSI-based installations, the Update Options item isn't displayed.