question

GenesisSupport-6595 avatar image
0 Votes"
GenesisSupport-6595 asked YukiSun-MSFT commented

Outlook 365 Apps keeps crashing

Hi

I've successfully installed Microsoft 365 Apps for business -en-gb (Shared Computer Activation) on my Remote Desktop Session Host Server (Windows 2019 Standard).

141148-image.png

Everything is working well apart from when I try to click on the "Signature" and Stationary and Fonts" options in Outlook, it crashes Outlook.

Any ideas why this would happen and how I can go about fixing it?

Many Thanks

Kind regards
GMSS


office-outlook-itpromicrosoft-365-apps-publishing-dev
image.png (28.2 KiB)
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

YukiSun-MSFT avatar image
0 Votes"
YukiSun-MSFT answered YukiSun-MSFT commented

Hi @GenesisSupport-6595,

The official document below has been updated to reflect this issue, and according to the current status there, "This issue has been isolated to Office users with Language ID="en-gb". At this time, the only workaround is to install Office in a different language. ":

Outlook freezes when selecting the Signature button

143365-1.png

So if you are still imapacted by this issue, please try installing Office in a different lanaguage and see it if it works.


1.png (21.8 KiB)
· 2
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

HI YukiSun,

Thanks you so much for following this through.

This is indeed the issue. I've install en-us language and can confirm that it is working fine for me now.
This link was only recently updated

https://support.microsoft.com/en-us/office/outlook-freezes-when-selecting-the-signature-button-c70b36c2-66ca-401c-ab45-f29a46495d02 with the problem.

Thanks again for your persistence and assistance with this matter.

Kind Regards
Keith

0 Votes 0 ·

Hi @GenesisSupport-6595,

My pleasure : ) And thanks for confirming that it works after installing en-us language.



0 Votes 0 ·
YukiSun-MSFT avatar image
0 Votes"
YukiSun-MSFT answered

Hi @GenesisSupport-6595,

Everything is working well apart from when I try to click on the "Signature" and Stationary and Fonts" options in Outlook, it crashes Outlook.

I am currently running the same build of Outlook for Microsoft 365 (Version 2019, Build 16.0.14430.20292, 64-bit) but on Windows 10, so I just tried clicking on the "Signature" or Stationary and Fonts" options, it worked fine without crashing.

A quick research on what you described brought me to this previous known issue: Outlook freezes clicking the Signature button. But it's about "Outlook freezes" while your issue is "Outlook crashes", and the pre-installed Microsoft Office desktop apps involved usually only affect Windows 10 but you are running Windows server 2019, so it seems different from your scenario.

Given this situation, could you have a look at the Event Viewer on the machine when the issue occurs? If there's any relavant event recorded out there, you can share it here after removing all personal information so that we can see if more clues can be found.

Besides, on your machine with 64-bit Outlook, please open registry editor(regedit) and locate the following registry key, verify that it's pointing to the correct location for outlook.exe. By default, the outlook.exe location is "C:\Program Files\Microsoft Office\Root\Office16\OUTLOOK.EXE". If it's pointing to an incorrect path, change it to the right value after backing up the registry.

Computer\HKEY_CLASSES_ROOT\CLSID{0006F033-0000-0000-C000-000000000046}\LocalServer32
141261-1.png


If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
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.



1.png (36.0 KiB)
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

GenesisSupport-6595 avatar image
0 Votes"
GenesisSupport-6595 answered YukiSun-MSFT commented

Hi YukiSUN,

Many thanks for your response.

I've checked the registry keys and they appear to be fine and as it should.

Here is what is coming up on the events logs when Outlook crashes:

Log Name: Application
Source: Application Error
Date: 18/10/2021 08:59:03
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: windows2019server
Description:
Faulting application name: OUTLOOK.EXE, version: 16.0.14430.20306, time stamp: 0x6164b9bb
Faulting module name: wwlib.dll, version: 16.0.14430.20292, time stamp: 0x615f71fb
Exception code: 0xc0000005
Fault offset: 0x00000000019326ae
Faulting process id: 0x28e8
Faulting application start time: 0x01d7c3f5c1b29cc4
Faulting application path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE
Faulting module path: C:\Program Files\Microsoft Office\root\Office16\wwlib.dll
Report Id: cc0648e9-2888-442a-964b-b0abe5a3d324
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">;
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2021-10-18T07:59:03.734582900Z" />
<EventRecordID>2850</EventRecordID>
<Channel>Application</Channel>
<Computer>windows server 2019</Computer>
<Security />
</System>
<EventData>
<Data>OUTLOOK.EXE</Data>
<Data>16.0.14430.20306</Data>
<Data>6164b9bb</Data>
<Data>wwlib.dll</Data>
<Data>16.0.14430.20292</Data>
<Data>615f71fb</Data>
<Data>c0000005</Data>
<Data>00000000019326ae</Data>
<Data>28e8</Data>
<Data>01d7c3f5c1b29cc4</Data>
<Data>C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE</Data>
<Data>C:\Program Files\Microsoft Office\root\Office16\wwlib.dll</Data>
<Data>cc0648e9-2888-442a-964b-b0abe5a3d324</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

It only happens when I click on "Signature" and "Stationary and Fonts" option. All other options appear to be fine.

Kind Regards
GMSS

· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Hi @GenesisSupport-6595,

Faulting module name: wwlib.dll, version: 16.0.14430.20292

I tried searching further and found some other threads discussing a similar issue which also involves the same faulting module. From the information shared by Gabriel in the thread below, this issue has already been logged and will be worked torwarding a fix:
Outlook 2021 Signatures
I'll keep an eye on this case above and keep you posted should there's any update.

Meanwhile, in the following thread, this problem disappeared after reinstalling Office, so I'd recommend having a go on your end and see if it can work for you as well:
wwlib.dll failure Office365 Apps for Enterprise, Outlook Version 2109
"I fully uninstalled Office 365 then re-installed. Problem gone."


If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
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.


0 Votes 0 ·