Outlook crash due to corruption in Outlook data file (.pst or .ost)

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Article ID: 2291280 - View products that this article applies to.
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Symptoms

Outlook unexpectedly crashes and the crash error signature information is similar to the following details:

AppName: Outlook.exe
AppVer: 14.0.4760.1000
ModName: Kernelbase.dll
ModVer: 6.1.7600.16385
Offset: 0003194b

Cause

This problem is caused by corruption in your Outlook data file (.pst or .ost).

Resolution

To resolve this problem, please use the Microsoft Outlook Inbox Repair Tool to repair your Outlook data file.

  1. Exit Outlook.
  2. Browse to the following folder:

    C:\Program Files\Microsoft Office\Office14

  3. Double-click Scanpst.exe.
  4. In the Microsoft Outlook Inbox Repair Tool dialog box, click Browse.
  5. Locate and select your Outlook data file (.pst or .ost), then click Open.

    On a Windows 7 or Windows Vista client, the default location for Outlook data files in Outlook 2010 is:

         (.pst file)

               C:\Users\username\My Documents\Outlook Files

         (.ost file)

              C:\Users\username\AppData\Local\Microsoft\Outlook

    Note:
    To see this path for the .ost file, please ensure hidden files and folders are visible using the following steps: 

    a.       On the Start menu click Computer.

    b.      Click Organize and then click Folder and search options.

    c.       On the View tab, enable the Show hidden files, folders, and drives option.

    d.      Click OK.

    On a Windows XP client, the default location for Outlook data files in Outlook 2010 is:

         (.pst file)

              C:\Documents and Settings\username\My Documents\Outlook Files

         (.ost file)

              C:\Documents and Settings\username\Local Settings\Application Data\Microsoft\Outlook

    Note
    : To see this path for the .ost file, please ensure hidden files and folder are visible using the following steps: 

    a.       On the Start menu click My Computer.

    b.      On the Tools menu click Folder Options.

    c.       On the View tab, enable the Show hidden files and folders option.

    d.      Click OK.

  6. In the Microsoft Outlook Inbox Repair Tool dialog box, click Start.
  7. After your file has been scanned, please review the information reported in the Microsoft Outlook Inbox Repair Tool dialog box.

    Important: Please keep the Make backup of scanned file before reparing checkbox enabled so the Microsoft Outlook Inbox Repair Tool backs up your Outlook data file before performing a repair operation.

  8. Click Repair.
  9. After the repair operation has completed, click OK.

When the repair operation has finished, you will find three files related to your Outlook data file in the folder containing the original file.

 File  Description
 filename.bak  This is a backup of your original, unrepaired, Outlook data file. If you want to access this file in Outlook, rename the .bak file extension to .pst.
 filename.log  This is a log file documenting the repair operation performed by the Microsoft Outlook Inbox Repair Tool.
 filename.pst or filename.ost  This is the repaired Outlook data file.

More Information

To determine if you are encountering this problem, use the following steps to analyze the crash information stored in the Application Event log on the Outlook client:

  1. On the Start menu, right-click My Computer and click Manage.
  2. In the Computer Management window, expand Event Viewer, expand Windows Logs, and then click Application.
  3. In the Actions pane, click Filter Current Log.
  4. In the Filter Current Log dialog box, specify 1000  in the box under Includes/Excludes Event IDs.
  5. in the resulting filtered list, examine the information on the General tab for each event 1000 and look for any events with details similar to the following data:

Faulting application name: Outlook.exe, version: 14.0.4760.1000
Faulting module name: Kernelbase.dll, version: 6.1.7600.16385
Exception code: 0x80000003
Fault offset: 0x0003194b

Properties

Article ID: 2291280 - Last Review: September 4, 2013 - Revision: 4.0
Applies to
  • Microsoft Outlook 2010
Keywords: 
KB2291280

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