Good day

Nobody help me first time i write

I got this problem with my outlook 365

Every time i try to preview excel or word file in any message on outlook 365 

It hang then crash and restart

Fny help how can i fix this problem

i even try to fast reinstall

then try to full reinstall it didn't help

My office version is 15.0.4701.1002

Hi,

Have you ever checked the crash log? Does it say anything useful there? Does this only happen with Excel and Word files? What about other type of attachments?

What do you mean by "fast reinstall" and "full reinstall"?

This issue might occurs due to lots of reasons, I would suggest we first try below steps to troubleshoot the issue:

• Try to clean out Outlook attachement cache, then try again. For Outlook 2013, the default folder location of these cache files is stored in the following registry key. Copy the path in the Value, open and clean the file in it:

HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Outlook\Security|OutlookSecureTempFolder.

• Install any available udpates or update your Office to the latest version. It's always recommended to keep your current up to date.
• Test in Outlook safe mode, and see if issue persists: Press Win + R and type "outlook.exe /safe" in the blank box, then press Enter.

Hope this helps, please feel free to post back with any findings.

Regards,

Ethan Hua
TechNet Community Support

thank you for ur answer

i try what been written above

it same

and the folder of cach is empty

and i try to run outlook by safe mode and still got the same error

and i ment about full reinstall that i delete office 365 and install it again

Hi,

Thanks for the feedback. As I've asked in my first reply, have you ever checked the crash log?

If you would like us to help analyze the logs, you can send the log file to this email account: ibsofc@microsoft.com and inform us here (the email subject should be the link of this thread).

So the issue persists in safe mode, and even after a complete reinstallation. I would suggest we have a try in Windows clean boot which will help to determine whether any third party program is interfering with Office:

https://support.microsoft.com/en-us/kb/929135/

Regards,

Ethan Hua
TechNet Community Support