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JosdeVries-8937 avatar image
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JosdeVries-8937 asked ·

Outlook 2019 C2R crashes when I try to manage Rules and Warnings

Hi All,

After Office 2019 C2R updated itself from version 16.0.12827.20470 to the latest version, Outlook 2019 crashes on several Windows 10 Pro PC's when I select Rules -> Manage Rules and Warnings. When I restore Outlook back to the previous version 16.0.12827.20470 I can edit and add rules without any problem.
Restoring to the previous version is done through the command officec2rclient.exe /update user updatetoversion=16.0.12827.20470

I have searched the internet for this issue quite some time now, but although it is mentioned a couple of times, there seems to be no solution to resolve this.

On one of the PC's I have already tried a lot to solve this, including repairing office, creating a new profile but none of them resolved this rules issue.
I use several POP3 and IMAP accounts as well as quite a lot of rules.

I have attached a screenshot of the viewer for diagnostic information regarding the crash, maybe that will put somebody on the right track.
Does anyone have seen this issue before and (even better) knows a solution for this issue?

I would really appreciate help with this.

office-outlook-itpro
sshot-1.png (43.3 KiB)
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I've been experiencing the same problem for months. I can't find a fix, so I've been rolling back my Outlook after every update. Please let me know a solution.

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JosdeVries-8937 avatar image
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JosdeVries-8937 answered ·

Thanks everybody for sharing all their efforts and findings to figure out why Outlook 2019 was crashing when editing rules.

Based on the acknowledge of the fix by several users, that were facing this issue, we can now safely say that Microsoft solved this problem starting with Outlook version 2102 build 13801.20266

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JeffYang-MSFT avatar image
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JeffYang-MSFT answered ·

After Office 2019 C2R updated itself from version 16.0.12827.20470 to the latest version, Outlook 2019 crashes on several Windows 10 Pro PC's when I select Rules -> Manage Rules and Warnings.

Are there any error prompts in Outlook when this issue happens?

What is the specific version of "the latest version" you mentioned here?
According to your description, it seems that your issue is more related to your Office update. So, to do tests about your issue, I installed Office 2019 C2R on a completly new computer and update Outlook to Version 2007 Build 13029.20460. Then I added IMAP accounts to Outlook and selected "Rules -> Manage Rules and Warnings" and found that Outlook can work fine without any issues. So, it seems that I could not reproduce your issue.

If your Outlook version is older than mine, please try to update your Outlook to the same version as mine(Version 2007 Build 13029.20460) or higher and see if the problem can be resolved.

If the issue still exists, as I know, there could be some add-ins in your Outlook client that cause this issue, so it is suggested to start your Outlook in safe mode (Press Win + R, type “outlook /safe”, press Enter.) and see if the issue continues. Also, after the upgrade, residual files in Outlook may cause Outlook errors. In order to eliminate this factor, please try to completely uninstall your Outlook and reinstall the latest version of Outlook to see if it works.

Hope this can be helpful.


If the response is helpful, please click "Accept Answer" and upvote it.

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It has been a while, how is everything going?
Any update about this issue, please feel free to post back.
If you think my reply is helpful to you, please remember to mark it as an answer.

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Hi @JosdeVries-8937
Have you got your issue fixed?
I'm writing to see if these replies above are helpful to you.
If you think my reply is helpful to you, please remember to mark it as an answer.

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JosdeVries-8937 avatar image
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JosdeVries-8937 answered ·

Hi @JeffYang-MSFT
Sorry for the late reply. I received your latest post recently by mail.
I appreciate your help on this issue.

As reply to your first post the following has been seen or tested on several PC's running Outlook 2019 C2R with the same type of rules I use:
- There are no errors shown when the crash starts to happen, so no error prompts have been seen
- The latest version I checked that crashes when editing rules, is Office 2019 C2R version 2008 (Build 13127.20408)
- The last version I checked that still works without any crashes when editing rules, is Office 2019 C2R version 2005 (Build 12827.20470)
- It seems indeed more related to Office updates, but the problem started with the same (working) version of Office directly after upgrading to Windows 10 Pro version 2004 (build 19041.508). When I rolled back to the previous version of Windows 10 Pro, Office 2019 did not crash on editing rules.
- I use about 11 POP3 accounts and 1 IMAP account on Outlook (not sure if POP3 accounts have anything to do with triggering this issue)
- Maybe the amount of rules used by me (and other users where I found the same issue) might be an issue although they work fine in previous builds of Office
- If have updated Office 2019 to the latest release but the issue is still there
- I removed all add-ins in Outlook but the issue still exists
- Running Outlook in safe mode still let Outlook crash when trying to edit rules
- I have completely uninstalled Office 2019 and reinstalled 2019 again but the issue still exists

@JeffYang-MSFT & @BobZeidman-6850
The only way I can still work with Outlook 2019 is by rolling back to the latest version (version 2005 Build 12827.20470) that has no problem with rules and disable Office updates. I know, as a result of this, Office is vulnerable for security issues, but everything is better than not being able working with Outlook at all.

Regards, Jos

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BobZeidman-6850 avatar image
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BobZeidman-6850 answered ·

Hi @JosdeVries-8937,

Thanks for your response. I've also been rolling back Outlook, but I keep hoping Microsoft will find a solution.

Regards,
-Bob

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JosdeVries-8937 avatar image
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JosdeVries-8937 answered ·

Hi @BobZeidman-6850,

  • are you using a lot of rules as well (can you give an amount of rules you are using)

  • Do you use POP3 accounts and/or IMAP accounts (how many of either one of these)

Regards, Jos

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BobZeidman-6850 avatar image
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BobZeidman-6850 answered ·

Hi @JosdeVries-8937,

Yes, I have a lot of rules. I tried deleting some of them, but it still crashed .

I have 20 POP accounts, no IMAP accounts.

Regards,
-Bob

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JosdeVries-8937 avatar image
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JosdeVries-8937 answered ·

Hi, @BobZeidman-6850,

Today I had a paid support session with a Microsoft support engineer.
He really tried a lot but at the end he came to the conclusion that there is no fast fix for it.
Based on what I have seen today I will continue to find a solution, although that might take some time.

So, I won't give up yet.
To be continued.......
Regards, Jos

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BobZeidman-6850 avatar image
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BobZeidman-6850 answered ·

Thanks, @JosdeVries-8937. I still keep rolling back Outlook every week.

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JasonGordon-7809 avatar image
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JasonGordon-7809 answered ·

I've got this same problem and have 6xPOP accounts.
Works fine on my old Win 8.1 Pro setup but not my new Win 10 Pro machine.

Win10: Microsoft 365 Outlook Version 2010 (Build 16.0.13328.20408 Click-to-Run 32-bit)
Win8.1: Microsoft 365 Outlook Version 2010 (Build 16.0.13328.20408 Click-to-Run 64-bit)

The only difference, other than OS, is that one is 64-bit and the other 32-bit which I only just noticed.

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BobZeidman-6850 avatar image
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BobZeidman-6850 answered ·

Every update to Outlook still has the problem, so I just keep rolling back the version. I hope that one update will fix the problem either purposely or by accident.

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