Scehudling assistant causes Outlook 2013 crash when creating meeting with external attendee

Good morning

I have a very annoying problem with Outlook 2013 that occurs when a user attempts to create a meeting, inviting and external attendee and uses the Scheduling Assistant to help them organise timings. We are running Exchange 2013 CU3 with no other versions of Exchange in our environment.

Everything works fine until the user attempts to use the Scheduling assistant, as soon as they do, Outlook promptly crashes. Using OWA, things seem to work as expected.

This is the error logged in event viewer:

Event ID: 1000

Faulting application name: OUTLOOK.EXE, version: 15.0.4569.1503, time stamp: 0x52b0b282
Faulting module name: mso.dll, version: 15.0.4605.1000, time stamp: 0x531f9fba
Exception code: 0xc0000409
Fault offset: 0x00009408
Faulting process id: 0x1320
Faulting application start time: 0x01cf6453441df03b
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE
Faulting module path: C:\Program Files (x86)\Common Files\Microsoft Shared\Office15\mso.dll
Report Id: 62895ac5-d04a-11e3-8285-7071bc433f94
Faulting package full name:
Faulting package-relative application ID:

Has anyone experienced this before and if so can you help me fix it please? Is this a bug with Outlook or Exchange? I am going to test the same scenario on a machine running Outlook 2010 to see if the same issue still persists.

April 30th, 2014 12:49pm

Hi George,

I have the same issue but my user is hosted with Gmail and uses Outlook 2013 with Google Apps Sync. They did move out of an Exchange environment last year but I am not convinced this is related.

Faulting application name: OUTLOOK.EXE, version: 15.0.4605.1000, time stamp: 0x531f9ac5
Faulting module name: OUTLOOK.EXE, version: 15.0.4605.1000, time stamp: 0x531f9ac5
Exception code: 0xc0000005
Fault offset: 0x000dcd8d
Faulting process id: 0x2498
Faulting application start time: 0x01cf63aecc5962fa
Faulting application path: C:\Program Files\Microsoft Office 15\root\office15\OUTLOOK.EXE
Faulting module path: C:\Program Files\Microsoft Office 15\root\office15\OUTLOOK.EXE
Report Id: 42298b43-cfa2-11e3-902e-f8b156b8c3f4

The one similarity I see in our reports is the version 15.0.4605.1000. Perhaps this is at fault as it seems most of our other specs differ.

Any help by Microsoft is greatly appreciated.

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April 30th, 2014 5:24pm

Hi,

Will Outlook still crash if we try to open Outlook in safe mode (Hold Ctrl key when double-clicking the icon to open Outlook)?

We can also try to test this issue via creating a new mail profile in Control Panel. See:

http://support.microsoft.com/kb/829918/en-us

If problem persists, please try to create a new Windows user profile to check if this issue is related to user profile corruption.

Please let me know the result.

Regards,

Steve Fan

Forum Support

May 1st, 2014 5:17am

Hi Steve

The issue persists when a new Outlook profile is created but it does not follow the user. If they create a new profile on a machine they have not logged into before this crash does not occur. I have not tried creating a new Windows profile for a user on the same machine as of yet as I believe that should really be a last resort.

Interestingly, starting Outlook in safe mode does seem to stop this error occurring and Outlook behaves as expected when attempting to use the 'Scheduling Assistant' with an external attendee invited to the meeting. Do you have any suggestions or fixes given that you now Outlook will work properly in safe mode?

I am going to attempt to remove some add-ins from Outlook and see if that makes any difference.

Kind regards

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May 2nd, 2014 4:07pm

Making the only active add-in (other than one called 'Microsoft Exchange Add-in') which was an AVG add-in Outlook, inactive, made no difference to the Outlook crashing when trying to use the scheduling assistant with an external attendee invited.
May 2nd, 2014 4:16pm

Hi,

Many of the items that you disabled by using safe mode are features that store their settings in the registry. You can try the steps below to check if it helps.

a. Close Outlook if it is running.

b. Start Registry Editor.

c. Browse to the following registry location:

HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Outlook

d. Rename the \Outlook part of this key to \Outlook-1.

e. Restart Outlook.

Please let me know the result.

Best Regards,

Steve Fan

Forum Support

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May 5th, 2014 5:35am

Hi Steve

Thank you for your suggestion. I tried it but the same issue still persists and scheduling assistant crashes when Outlook is running outside of safe-mode.

Thanks

George

May 7th, 2014 5:21pm

Open Outlook with /safe command (Or hold Ctrl key when open Outlook) starts Outlook without the Reading Pane or toolbar customizations. Both native and managed Component Object Model (COM) add-ins are turned off. To narrow down the cause, you can also try /safe:1 and /safe:3 commands.

/safe:1   Starts Outlook with the Reading Pane off.

/safe:3   Both native and managed Component Object Model (COM) add-ins are turned off.

To do this, press Windows key + R to open the Run command, type outlook.exe /safe:1 and press Enter.

In addition, you can refer to the steps in this article to troubleshoot issue that Outlook does not crash when you start it in safe mode. See the "Step 6: Start Outlook in safe mode" section:

http://support.microsoft.com/kb/2934538/en-us

Please let me know the result.

Regards,

Steve Fan

Forum Support

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May 8th, 2014 5:15am

Hi Steve

After running Outlook in safe mode with the two switches you provided, Outlook still crashes.

I will try to run through the steps in the article you provided also and let you know the result.

Thanks

May 9th, 2014 2:15pm

Dear George,

Any update? If there's anything I can do for you on this problem, please don't hesitate to post back.

Regards,

Steve Fan

Forum Support

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May 12th, 2014 4:38am

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.

Best Regards,

Steve Fan

Forum Support

May 16th, 2014 9:58am

Hi

This is not yet resolved. I have not had a chance to do the more in depth testing you recommended with the link you attached.

Thanks

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May 16th, 2014 1:18pm

George - Have you figured out the solution to this problem? I am having the same issue currently.

February 20th, 2015 7:32pm

George - Have you figured out the solution to this problem? I am having the same issue currently.

Check if you have the KB2956128 and KB2956203 Office updates installed. They're the culprit for Outlook calendar crashes in here. Uninstalling them fixes the issue, reinstalling them brings the crashes back. I can reproduce the calendar crash when trying to set up a meeting every single time when these two updates are present and installed. So much for safe mode, disabled add-ins etc., if this is caused by bad updates :/ 
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April 16th, 2015 1:17pm

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