Good Morning,

     I was wondering if anyone had an explanation for why Microsoft Updates break IMAP connections in Outlook 2010 every month? It is not always the same KB, but it is always an update titled "Update for Microsoft Outlook 2010". This month (April) was KB2965295. Our environment is described below;

-Windows 7 Enterprise x64

-Microsoft Office 2010 Professional Plus (32-bit)

-Each user has 2 mailboxes. An Exchange Account for email and an IMAP account that connects to our Cisco Unity Voicemail Server.

After the updates gets installed, whenever a user attempts to open their IMAP account Outlook crashes and provides no error code.

• Edited by Andrew Trnka Tuesday, April 28, 2015 2:00 PM

Hi Andrew:

Thanks for bring this up to us. Will uninstall the update fix the issue?

Meanwhile, could you help to get some information for me regarding this:

1. Check event log, see if there any information related with Outlook crash
2. Use OffCAT to do a scan of Outlook, save the scan result
3. If possible create a Crash dump while this issue is happening(You can use task manager to create the dump file)

Share the file collected in step 1 and 2 through mail to: ibsofc@microsoft.com (Keep tread url or tittle as the mail subject).

Share the Dump file with Net drive public share if its possible, share the download link in above mail.

Thanks.

Thank you for your help. Uninstalling the updates does resolve the issue, but we would like to reap the benefits of the updates.

Here is the event summary;

Faulting application name: OUTLOOK.EXE, version: 14.0.7147.5001, time stamp: 0x5512c64b

Faulting module name: pstprx32.dll, version: 14.0.7147.5000, time stamp: 0x5509dcee

Exception code: 0xc0000005

Fault offset: 0x0000000000030b8c

Faulting process id: 0xbfc

Faulting application start time: 0x01d08350d7dfc937

Faulting application path: C:\Program Files\Microsoft Office\Office14\OUTLOOK.EXE

Faulting module path: C:\Program Files\Microsoft Office\Office14\pstprx32.dll

Report Id: d690d4ec-ef44-11e4-b19a-005056c00008

I am not able to email the DMP file as it is too large. Can you send me an FTP link?

• Edited by Andrew Trnka 16 hours 46 minutes ago

Thank you for your help. Uninstalling the updates does resolve the issue, but we would like to reap the benefits of the updates.

Here is the event summary;

Faulting application name: OUTLOOK.EXE, version: 14.0.7147.5001, time stamp: 0x5512c64b

Faulting module name: pstprx32.dll, version: 14.0.7147.5000, time stamp: 0x5509dcee

Exception code: 0xc0000005

Fault offset: 0x0000000000030b8c

Faulting process id: 0xbfc

Faulting application start time: 0x01d08350d7dfc937

Faulting application path: C:\Program Files\Microsoft Office\Office14\OUTLOOK.EXE

Faulting module path: C:\Program Files\Microsoft Office\Office14\pstprx32.dll

Report Id: d690d4ec-ef44-11e4-b19a-005056c00008

I am not able to email the DMP file as it is too large. Can you send me an FTP link?

• Edited by Andrew Trnka Thursday, April 30, 2015 2:41 PM

Hi Andrew:

Thanks for the update.

1. For thedump file, Do you mind opening a public share with a network drive? Like Onedrive, then mail the download link to me? (Keep tread url or tittle as the mail
subject).

2. After checking the Event log you provided, some people mentioned shared calendar or iCalendar. I wonder if you have them associate with the IMAP account.  OffCAT scan result will be very helpful for determine that.

Please help me with above information. Thanks for your understanding.

• Edited by Chloe WangMicrosoft employee, Moderator Tuesday, May 05, 2015 8:25 AM

Hi Andrew:

After more research and giving the information we have at the moment, we may try some general steps below:

1. Use ScanPST.exe to repair PST file. By doing this we can isolated corrupt PST file. Steps to follow
2. Start Outlook with Safe mode. By doing this, we can isolated Add-ins conflict. KB 2934538 - step 6
3. Backup -> Delete -> Recreate old calendar items. By doing this we can isolated calendar issue, its not necessarily shared calendar can cause this issue.
   1. Take a backup of the calendar data and then delete the old calendar elements from Outlook.com.
   2. Once removed, try to configure the Outlook.com account in Outlook 2013 and check the result.

Theres more general troubleshooting for KB2934538. For crash issue, dump file can give us more insightful information.

Please try above steps, let me know the result. Meanwhile, I will research from my side. Thank you.

A different Andrew here!

We have exactly the same issue with the same update.  The error happens for new users too: create an entirely new Windows user, start their outlook 2010 for the first time and configure it to use IMAP.  Once outlook proper opens it crashes with the error reported above.

We've uninstalled the update (there appeared to be 2 copies!), and the problem has gone away.

Chloe, could you provide any insight to this? This is obviously an issue for several people.

Hi Andrew:

Have you tried above steps to isolated the issue? What was the result?

Moreover, please follow Step 1 in KB2934538 to see if it helps.

Meanwhile, I will collect threads which reported this issue from my side see if it's a common issue. Also as I mentioned, dump analysis is the efficient way to check crash issue. I would suggest you contact Microsoft Premier Support for assistance.

Hi Andrew:

Could you help to provide more information below:

1. Errors in Events log when Outlook crashing.

2. Follow this article for a full crash troubleshooting step, see what the result is and share the report file generated in the first step with Email: ibsofc@microsoft.com (Keep the thread url or tittle as the mail subject)

3. Use perfmon.exe to monitor the computer performance while you are lunching to Outlook

• Choose your review type as report
• Click add button add following counters

Memory-> Available Mbytes

PhysicalDisk -> Disk Bytes/sec

IPv4->Datagrams/sec

IPv6->Datagrams/sec

• After above steps done, lunch to Outlook to see if      there any spikes. Let me know which counter increased enormously

4. What is your IMAP account? Is it Gmail? Or other mail?

5. What is the symptoms, is Outlook just restarting itself or stop responding?

Meanwhile, I will collect affected user among forum see how many user has been affected to decide what should be taken next. However as mentioned before, Dump file will be the most efficient way to check this kind of issue, thats why I recommended you to contact our premier support on this.

Thank you for your understanding.

• Edited by Chloe WangMicrosoft employee, Moderator Thursday, June 25, 2015 12:14 PM

All Outlook updates released this year cause Outlook to crash when IMAP is in place.  The only temp resolution is to not deploy any Outlook updates. I opened an SR with Microsoft this week and will update you with the resolution. 

• Edited by badjad Thursday, June 25, 2015 2:29 PM

The update has been released that resolve our IMAP Outlook Crash issue.

Please see the following link.

https://support.microsoft.com/en-us/kb/3055012

• Proposed as answer by badjad 18 hours 21 minutes ago