Outlook 2019 Crashing for a user

Aled Hughes 96 Reputation points
2021-10-12T15:09:08.81+00:00

Hi, we are experiencing a strange issue with one of our users. Any machine that they log into, and start Outlook, Outlook crashes with this error -

Faulting application name: OUTLOOK.EXE, version: 16.0.10379.20043, time stamp: 0x615b7e88
Faulting module name: OUTLOOK.EXE, version: 16.0.10379.20043, time stamp: 0x615b7e88
Exception code: 0xc0000005
Fault offset: 0x000000000157ed4b
Faulting process ID: 0x2828
Faulting application start time: 0x01d7bf79625c3007
Faulting application path: C:\Program Files\Microsoft Office\Root\Office16\OUTLOOK.EXE
Faulting module path: C:\Program Files\Microsoft Office\Root\Office16\OUTLOOK.EXE
Report ID: a6fb72ea-80f4-4ce8-b82f-46180900c51a
Faulting package full name:
Faulting package-relative application ID:

I've tried resetting the profile, repairing the PST with ScanPst.exe, running outlook.exe /safe, outlook.exe /resetnavpane, outlook.exe /cleanviews and cached mode off. No luck at all. They were on Outlook 2016 previously, I've tried reinstalling that and Outlook is fine. It seems to be an issue with Office 2019 click to run. We are on version 16.0.10379.20043. This problem is not isolated to one machine, I've tried logging into multiple PC's with their user, the issue is the same on all of them. Any help would be greatly appreciated.

Thanks!

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
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Office Management
Office Management
Office: A suite of Microsoft productivity software that supports common business tasks, including word processing, email, presentations, and data management and analysis.Management: The act or process of organizing, handling, directing or controlling something.
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Accepted answer
  1. Aled Hughes 96 Reputation points
    2021-11-09T10:04:27.017+00:00

    Hi all. Thanks for the comments. I managed to fix this problem by running outlook.exe /cleanviews. Start > Run > outlook.exe /cleanviews.

3 additional answers

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  1. ChristyZhang-MSFT 21,011 Reputation points Microsoft Vendor
    2021-10-13T06:28:00.157+00:00

    Hi @Aled Hughes ,

    Welcome to our forum!

    According to your description, I noticed that you tried to start in safe mode, repair data files, create new profiles and some other troubleshooting methods for Outlook client. It seems that the problem is less likely to be related to the Outlook client.

    Do these machines have anything in common, such as installing some programs and running some scripts? Considering the impact of some third-party programs on your computer, please try to perform a clean boot for windows and check if the issue still occur.

    If the above doesn't work, in order to further confirm the problem, please provide the following relevant questions for our better research:

    • What mailbox server does your organization use?
    • What operating system are you currently using? If it is a Windows system, what is the version?
    • Considering that some users have encountered this problem, has your organization made any changes recently, such as updating the system and so on?

    If the response is helpful, please click "Accept Answer" and upvote it.
    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

  2. Alan Dunt 6 Reputation points
    2021-10-27T00:33:22.85+00:00

    I am also experiencing this exact same issue as AledHughes-9851 with Outlook crashing for only one user.

    Looking forward to a solution.

    Faulting application name: OUTLOOK.EXE, version: 16.0.10379.20043, time stamp: 0x615b7f47
    Faulting module name: OUTLOOK.EXE, version: 16.0.10379.20043, time stamp: 0x615b7f47
    Exception code: 0xc0000005
    Fault offset: 0x01056152
    Faulting process id: 0x1bac
    Faulting application start time: 0x01d7c9fc17ca6afa
    Faulting application path: C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE
    Faulting module path: C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE
    Report Id: 07cb75b0-56fc-40ad-809a-234212737c8f
    Faulting package full name:
    Faulting package-relative application ID:

    0 comments
  3. Philip nicoles 371 Reputation points
    2021-10-28T10:20:04.587+00:00

    There are plenty of occasions when you will find that Microsoft Office 2019 applications may crash or cannot start, and you will start face issue like Faulting application name: OUTLOOK.EXE, version: 16.0.10379.20043, time stamp: 0x615b7e88. below are some of the reasons that may lead to this issue:

    • Old version of Outlook.
    • Conflict between antivirus program and Outlook.
    • Bulky mailboxes.
    • Recently added add-ins.
    • Corrupted user profile.
    • Corrupt Outlook data file

    In this scenario, you should try to close all the running instances of the Outlook and check if the issue is fixed. If not, try the below-mentioned solutions for instant fix:

    • Update Outlook
    • Update MS Office
    • Disable Antivirus
    • Update Windows

    As I read your description, I found one of the reasons why Outlook is crashing may be the corruption in the Outlook data file. Not just corruption, but if your data file is damaged, then also you may face same issue. So the best approach to fix a corrupt Outlook data file is by fixing it by any alternative tool.

    Reference link: https://community.spiceworks.com/how_to/168332-how-to-fix-outlook-crashes-when-selecting-a-specific-folder-on-windows-pc