Outlook 2013 keeps crashing

[sagelike]

Hi there,

My Outlook 2013 on Windows 7-64 Pro with all updates recently started crashing. I've upgraded ME to 8.54 hoping that would help but it didn't. My mailbox is 6.4GB.

Does anyone have any ideas as to what might be the cause?

Here's the error message:

Problem signature:
Problem Event Name: APPCRASH
Application Name: OUTLOOK.EXE
Application Version: 15.0.4649.1000
Application Timestamp: 53e9a5a0
Fault Module Name: pstprx32.dll
Fault Module Version: 15.0.4647.1000
Fault Module Timestamp: 53e0fcda
Exception Code: c0000005
Exception Offset: 000b32e4
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033

Additional information about the problem:
LCID: 1033
skulcid: 1033

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Thanks
G

[MailEnable-Ian]

Hi,

Is it crashing when connecting via EAS? Or using the MAPI connector? Does it crash if you try and create a new mailbox and setup Outlook to connect it via EAS or MAPI?

[webshaun]

Not sure if it is the same issue but I have had two customers come back with crashing outlook 2013 with activesync. had to recreate the profile. my research kept pointing to a corrupt calendar item but I couldn't get a fix on the issue. Deleting the email profile and setting everything back from scratch worked but that is annoying to customers.

[webshaun]

Just happened again today with another client. Same pstprx32.dll event

[sagelike]

Hi Ian,

This is EAS, no MAPI connector. With earlier 8.x versions of ME and Outlook 2013, whenever I tried to set Outlook 2013 to download all email instead of just 30 Days, Outlook would download for awhile and then start crashing so I would set it back to 30 Days and it would work fine.

Occasionally however, I would get an email and Outlook would start crashing and I found if I deleted the last fews emails which came in, it would stop crashing. It really does seem as if one email would cause the problem and if I was quick enough, I could delete 1 or 2 before crashing and it would be ok. I tried that this time and it doesn't work.

Since I have Outlook set to only keep 30 Days of email I can't see it being a size issue.

Hope that helps.

G

[webshaun]

Here's my error log:

Faulting application name: OUTLOOK.EXE, version: 15.0.4649.1000, time stamp: 0x53e9a5a0
Faulting module name: pstprx32.dll, version: 15.0.4647.1000, time stamp: 0x53e0fcda
Exception code: 0xc0000005
Fault offset: 0x0004e13d
Faulting process id: 0x1860
Faulting application start time: 0x01cfdc05dd4c3a1a
Faulting application path: C:\Program Files\Microsoft Office 15\root\Office15\OUTLOOK.EXE
Faulting module path: C:\Program Files\Microsoft Office 15\Root\Office15\pstprx32.dll
Report Id: 1c9fad04-47f9-11e4-b265-7427eab4f6da

- <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="2014-09-29T16:53:19.000000000Z" />
<EventRecordID>20698</EventRecordID>
<Channel>Application</Channel>
<Computer>VINCENTSHERIDAN</Computer>
<Security />
</System>
- <EventData>
<Data>OUTLOOK.EXE</Data>
<Data>15.0.4649.1000</Data>
<Data>53e9a5a0</Data>
<Data>pstprx32.dll</Data>
<Data>15.0.4647.1000</Data>
<Data>53e0fcda</Data>
<Data>c0000005</Data>
<Data>0004e13d</Data>
<Data>1860</Data>
<Data>01cfdc05dd4c3a1a</Data>
<Data>C:\Program Files\Microsoft Office 15\root\Office15\OUTLOOK.EXE</Data>
<Data>C:\Program Files\Microsoft Office 15\Root\Office15\pstprx32.dll</Data>
<Data>1c9fad04-47f9-11e4-b265-7427eab4f6da</Data>
</EventData>
</Event>

[sagelike]

I should also note that the crashing began with ME 8.52 and upgrade to ME 8.54 did not fix.

I also believe there was a very recent Outlook 2013 update which may have also introduced the problem.

[MailEnable-Ian]

Hi,

Ok if this is reoccurring behavior then it would be a good time to enable EAS logging for the mailbox. More information here: http://www.mailenable.com/kb/content/ar ... D=me020611

Once you have logging enabled and the crash occurs lodge a support ticket under "Defect" and provide a set of the log files or provide access to an FTP site so the tech can download them along with Windows event log errors that are occurring at the time of the crash.

Also try and disable any AV plugins enabled in Outlook to see if this maybe the cause. Just a suggestion.

[sagelike]

I finally had a chance to work on this and I've been able to fix.

I upgraded ME to 8.55 from 8.53 to see if that would fix but Outlook kept crashing. I then tried to delete and recreate account in Outlook and it started crashing again.

I also checked activesync logs and didn't see anything related there.

I decided to try Ian's suggestion of disabling AV Outlook plugin but there was no AV Outlook plugin.

I did however try disabling the OneNote Notes and Outlook Social Connector 2013 plugins and voila, Outlook 2013 stopped crashing.

I then re-enabled both plugins and so far Outlook has been is stable.

[webshaun]

Also try from the activesync tool, clear sync data for the account devices.

[webshaun]

This is happening again for one client in particular. Cleared the activesync profiles on the server and then it took a few days to happen again. He is syncing outlook 2013 and an iphone 6s. Microsoft shows a calendar item issue but I eliminated that as an issue last year.

[webshaun]

Any other people having this issue running McafeeASAP.com? I think that was the problem, after finding virus detections in conjunction with ME crashed outlook in my cases.

[6Jake]

Any other people having this issue running McafeeASAP.com? I think that was the problem, after finding virus detections in conjunction with ME crashed outlook in my cases.

I am, can't seem to run mcafee secutity center at all and Outlook crashes every time.

[webshaun]

Get rid of McAfee, switch to ESET.

[sagelike]

I've always used eset and Outlook still crashed.