Outlook 2013 Scheduling Assistant Crashing

We have a user that has an issue where Outlook 2013 will crash when using the scheduling assistant with external addresses. For some reason it doesn't crash when using my external email address but every other email address we have tried will cause it to crash. I have tried disabling all the add-ins but it doesn't make a difference. I have also tried running the outlook diagnostic utility which disabled add-ins and other things but it still crashes after running that.

The only thing that worked was starting Outlook 2013 in safe mode. 

Any ideas? 

 
February 27th, 2015 12:21pm

Hi,

In Outlook Safe Mode, all Add-ins are disabled, but you mentioned you have tried disabling all add-ins, so add-ins shouldn't be the cause.

Another thing that is disabled in Safe Mode is the NormalEmail.dotm template. It can cause the crash issue if it has been corrupted. Please go to the following location:

C:\Users\<username>\AppData\Roaming\Microsoft\Templates

Find the NormalEmail.dotm file, rename it to ".old". Outlook then will create a new one, check if this issue persists with the new NormalEmail.dotm file.

If the problem persists, please collect the event logs and send it to us.

Press Win + R, type "eventvwr" in the blank box, press Enter.

Browse to Windows Logs -> Application, find the errors about the issue.

To protect your private information, you can send the logs to our email address:

ibsofc@microsoft.com

Regards,

Melon Chen

Forum Support

Free Windows Admin Tool Kit Click here and download it now
March 2nd, 2015 3:05am

Thanks for the reply. I tried this but Outlook still crashed and didn't re-create a new NormalEmail.dotm file.

I just see this application error when it crashed. 

Faulting application name: OUTLOOK.EXE, version: 15.0.4693.1000, time stamp: 0x54b5e53e
Faulting module name: mso.dll, version: 15.0.4693.1001, time stamp: 0x54bf78bd
Exception code: 0xc0000409
Fault offset: 0x00000000002fb096
Faulting process id: 0x1cfc
Faulting application start time: 0x01d054fedc69ac62
Faulting application path: C:\Program Files\Microsoft Office 15\root\office15\OUTLOOK.EXE
Faulting module path: C:\Program Files\Common Files\Microsoft Shared\Office15\mso.dll
Report Id: 4c59bae8-c0f2-11e4-be32-2cd05a86a472

Thanks!


  • Edited by philjfry Monday, March 02, 2015 3:44 PM
March 2nd, 2015 3:41pm

Hi,

Based on the information you provided, the issue is related to the module "mso.dll".

Have you tried repairing Office to check the result? Browse to:

C:\Program Files\Common Files\Microsoft Shared\Office15\mso.dll

Rename mso.dll to ".old", then go to Control Panel -> Programs and Features to repair Office. Check if the problem persists.

Regards,

Melon Chen

Forum Support

Free Windows Admin Tool Kit Click here and download it now
March 3rd, 2015 3:15am

Hi,

Just checking in to see if the information was helpful. Please let us know if you would like further assistance.

Regards,

Melon Chen

Forum Support

March 5th, 2015 8:20pm

Hi,

I'm marking the reply as answer as there has been no update for a couple of days.

If you come back to find it doesn't work for you, please reply to us and unmark the answer.

Regards,

Melon Chen

Forum Support

Free Windows Admin Tool Kit Click here and download it now
March 8th, 2015 9:11pm

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