[SDP 3][50e0be24-3ab0-4ef9-ade0-07ee8731f274] Microsoft Office Stability diagnostic

Article ID: 2911120 - View products that this article applies to.
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Summary

This Support Diagnostics Platform (SDP) manifest file collects and analyzes configuration settings for the following versions of Excel and Outlook:
  • 2013
  • 2010
  • 2007

You can use this diagnostic on the following versions of Windows:
  • Windows 8 or Windows 8.1
  • Windows 7
  • Windows Vista
  • Windows Server 2012
  • Windows Server 2008
Note, Office clients installed on either Windows XP or Windows Server 2003 are not supported by this diagnostic package.

This diagnostic package runs in two separate phases (phase 1 and phase 2). Phase 1 is the principal mode under which this diagnostic is run, as the use of phase 2 mode is up to your support engineer's discretion.

In phase 1 mode, when you run this diagnostic package on a supported version of Windows, an html report is created for you so you can see the issues found during the scan. This report is saved to a subfolder on your desktop called Stability Diagnostic Results <date - time>. In this folder, the report file is called { computername } _<application>_Instability_Diagnostic_Report.html where <application> is either 'Outlook' or 'Excel'.

Please see the html report for guidance on how to resolve the issues detected by this diagnostic.

This diagnostic also collects the following items.
  • Excel Scans
Collapse this tableExpand this table
DescriptionFile name
Contents of the HKEY_CURRENT_USER\Software\Microsoft\Office\#.0\Excel\Options registry key

# is 15 for Office 2013, 14 for Office 2010, and 12 for Office 2007
{ComputerName}_reg_HKCU_Excel_Options.reg

{ComputerName}_reg_HKCU_Excel_Options.txt
Contents of the HKEY_CURRENT_USER\Software\Microsoft\Office registry key and subkeys{ComputerName}_reg_HKCU_Office.reg

{ComputerName}_reg_HKCU_Office.txt
Contents of the HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\#.0\Excel registry key and subkeys

# is 15 for Office 2013, 14 for Office 2010, and 12 for Office 2007
{ComputerName}_reg_HKCU_Policies_Excel.reg

{ComputerName}_reg_HKCU_Policies_Excel.txt
Contents of the HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Excel\Addins registry key{ComputerName}_reg_HKLM_Excel_Addins.reg

{ComputerName}_reg_HKLM_Excel_Addins.txt
Contents of the HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Office\Excel\Addins registry key{ComputerName}_reg_HKLM_Wow6432_Excel_Addins.reg

{ComputerName}_reg_HKLM_Wow6432_Excel_Addins.txt
Contents of the HKEY_CURRENT_USER\Software\Microsoft\Office\Excel\Addins registry key{ComputerName}_reg_HKCU_Excel_Addins.reg

{ComputerName}_reg_HKCU_Excel_Addins.txt
Robust Office Inventory Scan output file{ComputerName}_ROIScan.log

{ComputerName}_ROIScan.xml
List of Excel files found in the folder referenced by the AltStartup registry value{ComputerName}_dir_Contents_AltStartup-Excel.txt
List of Excel files found in the C:\Users\<username>\AppData\Roaming\Microsoft\Excel\XLStart folder{ComputerName}_dir_Contents_AppData-Microsoft-Excel.txt
List of Excel files found in the <Office install path>\Office#\XLStart folder

# is 15 for Office 2013, 14 for Office 2010, and 12 for Office 2007
{ComputerName}_dir_Contents_XLStart.txt
Application Event log filtered for Excel.exe events with ID 1000, 1001, 2000, 2001, or 59{ComputerName}_Excel_Filtered_Application_Event_Log.txt

{ComputerName}_Excel_Filtered_Application_Event_Log.evtx

{ComputerName}_Excel_Filtered_Application_Event_Log.csv
Text file that lists details about the video driver that is installed on the client{ComputerName}_VideoDriverInformation.txt
Text file that lists details about the printer drivers that are installed on the client{ComputerName}_Printers.txt
OffCAT scan result (.xml) , OffCAT scan log (.log) and HTML report of the OffCAT scan results (.html){ComputerName}_OffCAT_Results_#.xml.log

{ComputerName}_OffCAT_Results_#.xml

{ComputerName}_OffCAT_Report.html
Report file generated by the Office Stability Diagnostic. This report contains a summary of the issues found by the diagnostic.{ComputerName}_Excel_Instability_Diagnostic_Report.html
  • Outlook scans
Collapse this tableExpand this table
DescriptionFile Name
Contents of the HKEY_CURRENT_USER\Software\Microsoft\Office registry key and subkeys{ComputerName}_reg_HKCU_Office.reg

{ComputerName}_reg_HKCU_Office.txt
Contents of the HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\#.0\Outlook registry key and subkeys

# is 15 for Office 2013, 14 for Office 2010, and 12 for Office 2007
{ComputerName}_reg_HKCU_Policies_Outlook.reg

{ComputerName}_reg_HKCU_Policies_Outlook.txt
Contents of the HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins registry key{ComputerName}_reg_HKLM_Outlook_Addins.reg

{ComputerName}_reg_HKLM_Outlook_Addins.txt
Contents of the HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Office\Outlook\Addins registry key{ComputerName}_reg_HKLM_Wow6432_Outlook_Addins.reg

{ComputerName}_reg_HKLM_Wow6432_Outlook_Addins.txt
Contents of the HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins registry key{ComputerName}_reg_HKCU_Outlook_Addins.reg

{ComputerName}_reg_HKCU_Outlook_Addins.txt
Robust Office Inventory Scan output file{ComputerName}_ROIScan.log

{ComputerName}_ROIScan.xml
OffCAT scan result (.xml) , OffCAT scan log (.log) and HTML report of the OffCAT scan results (.html){ComputerName}_OffCAT_Results_#.xml.log

{ComputerName}_OffCAT_Results_#.xml

{ComputerName}_OffCAT_Report.html
Application Event log filtered for Outlook.exe events with ID 1000, 1001, 2000, 2001, 59, or 45{ComputerName}_Outlook_Filtered_Application_Event_Log.txt

{ComputerName}_Outlook_Filtered_Application_Event_Log.evtx

{ComputerName}_Outlook_Filtered_Application_Event_Log.csv
Report file generated by the Office Stability Diagnostic. This report contains a summary of the issues found by the diagnostic.{ComputerName}_Outlook_Instability_Diagnostic_Report.html
Text file that lists details about the video driver that is installed on the client{ComputerName}_VideoDriverInformation.txt
Text file that lists details about the printer drivers that are installed on the client{ComputerName}_Printers.txt


More information

The following additional information is provided to help you better understand some of the terminology used by the Office Stability Diagnostic.

Office Stability Symptom Descriptions
When you run the Office Stability diagnostic you are asked to select the symptom that best describes the instability issue you are experiencing with your Office program. The reason you are asked to select a symptom is that the diagnostic contains different analysis rules that are triggered based on the symptom. This is why it is important to select the symptom that most accurately describes the problem you are experiencing in your Office program.

A more detailed description of the listed symptoms is provided in the following list.
  • Crash with error dialog
    When an application unexpectedly exits you see an error similar to the following:

    <application> has encountered a problem and needs to close.

    Depending on the version of the application, the application may automatically restart. Sometimes, you may also receive a prompt to start the application in Safe mode when you restart it.

    Also, if you examine the Application Event log, you may find an event with Source=Application Error and ID=1000 or 1001 that references the crash.
  • Silent exit
    When an application unexpectedly exits you do not see any warnings or errors. The application window simply disappears and the process (.exe) associated with the application is not shown in the Task Manager window. To regain access to the application, you have to restart it. Sometimes, upon restarting the application, you may receive a prompt to start the application in Safe mode. Safe mode disables items such as add-ins that can sometimes cause instability. If the problem does not occur in Safe Mode, the best course of action is to see if disabling one or more add-ins fixes the problem.

    If you examine the Application Event log, you will not find an event with ID=1000 or 1001 that references the crash.
  • Hang
    If, after waiting 5 or more minutes, you are still unable to use an application, this is considered a hang in the application. In some versions of Windows, the application window may turn opaque white or you may receive a prompt from Windows asking if you want to close the application or wait for the application to respond. Similarly, when you exit an application, a hang occurs when the process for the application continues to run after you have waited more than 5 minutes. In order to use the application, you have to manually end the process (.exe) through the Task Manager applet before restarting the application.

    Also, if you examine the Application Event log, you may find an event with Source=WindowsError Reporting and ID=1001 that references the hang.
  • Very slow performance
    If, after waiting 1 to 5 minutes, you are once again able to make full use the application, this is considered very slow application performance and not a ‘hang’. This condition may seem like a hang, but the application eventually responds after between 1 and 5 minutes. With very slow performance, you may sometimes see warning messages that the application is waiting for a process to complete or waiting for a server to respond. Similarly, when you exit an application, very slow performance occurs when the process (.exe) for the application stops running after you have waited between 1 and 5 minutes.

    If you examine the Application Event log, you may find an event with Source=<application name> around the time you experienced very slow performance. For example, in Office 2013, Office programs will log an Event 59 any time an add-in takes too long to start or exit.
  • Slow performance
    If you are able to make full use of an application after waiting less than 60 seconds, then this is considered slow application performance. With slow performance, you may see warning messages that the application is waiting for a process to complete or waiting for a server to respond. Similarly, when you exit an application, very slow performance occurs when the process (.exe) for the application stops running after you have waited less than 1minute.

    If you examine the Application Event log, you may find an event with Source=<application name> around the time you experienced very slow performance. For example, in Office 2013, Office programs will log an Event 59 any time an add-in takes too long to start or exit.
  • I don't know
    If you just are not sure which of the above descriptions match the symptoms you are experiencing, we recommend you select the description that most closely matches your symptoms. However, you can still select the 'I don't know' option in cases where the symptoms are varied or the symptoms do not come close to those described above.
Office Stability Diagnostic Problem Frequency Descriptions
When you run the Office Stability diagnostic you are asked to select the frequency that best describes how often the instability issue you are experiencing with your Office program occurs. The reason you are asked to specify the frequency is that this information is very important to the support engineer helping you resolve your issue. Different troubleshooting tools and methods are used based on the frequency of a problem.

A more detailed description of the listed frequencies is provided in the following list.
  • I can easily reproduce my issue
    The problem can be reproduced in a short amount of time using the same set of steps each time. For example, Outlook crashes every time you create a new category.
  • I can reproduce my issue only with specific files
    The problem is only experienced when working with a specific file. For example, Excel hangs every time you open a specific workbook.
  • I cannot easily reproduce my issue, but it happens several times a day
    You cannot identify a set of steps that consistently reproduce the problem. But, the same problem occurs more than once a day. For example, Outlook will temporarily stop responding for 1-2 minutes at random times during the day.
  • I cannot easily reproduce my issue, and it happens less than once a day
    You cannot identify a set of steps that consistently reproduce the problem. But, the same problem occurs once a day (or less) on average. For example, Outlook is very slow to connect with your Exchange mailbox on some days of the week.
Phase 2 mode details
If you run this diagnostic package a second time, you will automatically be running in phase 2 mode. In this mode, the diagnostic offers targeted troubleshooting tools that engineers can use to more quickly resolve Office stability issues. The options available in phase 2 mode are listed in the following table.
Collapse this tableExpand this table
Phase 2 optionDescriptionAvailability
Re-run this diagnostic in 'first phase' modeRe-run this diagnostic as if you were running it the first time.Excel
Outlook
General add-in troubleshootingDisable all currently enabled COM add-ins.

To re-enable these add-ins, re-run the diagnostic a third time and select the 'un-do' option.
Excel
Outlook
Disable add-ins known to be problematicIf the diagnostic finds an enabled add-in that has been known to cause stability issues, it is disabled by this option.

To re-enable these add-ins, re-run the diagnostic a third time and select the 'un-do' option.
Excel
Outlook
Collect crash dumpThe ProcDump tool is configured to collect a crash dump the next time the selected Office program crashes. See the following article for the list of files collected by this diagnostic when this option is selected.

2502277 [SDP 3][e13ca55e-a38d-494a-b0df-d40cd6b29a71] Office Memory Dump Collection
http://support.microsoft.com/kb/2502277
Excel
Outlook
Collect hang dumpsThe ProcDump tool is configured to collect hang dumps the next time the selected Office program stops responding (hangs). See the following article for the list of files collected by this diagnostic when this option is selected.

2502277 [SDP 3][e13ca55e-a38d-494a-b0df-d40cd6b29a71] Office Memory Dump Collection
http://support.microsoft.com/kb/2502277
Excel
Outlook
Remove files from XLStart folders for ExcelAny files found in the three possible 'XLStart' folders are moved to a subfolder of the 
%appdata%\Roaming folder. Please see the XLStart Contents Undo Log.txt file in the \Desktop\Stability Diagnostic Results <date-time> folder for details on the original file location and the new file location (for any files moved by the diagnostic).

To have these files placed back into their original folder location(s), re-run the diagnostic a third time and select the 'un-do' option
Excel
Log network trafficThe Network Monitor tool is used to collect network traffic (trace). See the Network Capture section of the following article for the list of files collected by this diagnostic when this option is selected.

2861130 [SDP 3][20d990f9-502e-4fa9-978d-e1601755f34a] Network Capture Diagnostic
http://support.microsoft.com/kb/2861130
Excel
Collect Outlook trace logsThis option enables advanced (ETW) logging for Outlook 2010 and Outlook 2013. After you have reproduced the issue and logging is stopped, this diagnostic uploads one or more files called {ComputerName}_Outlook-########.etl where ####### is effectively a random number.Outlook

Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.

Properties

Article ID: 2911120 - Last Review: December 11, 2013 - Revision: 2.0
Applies to
  • Microsoft Excel 2013
  • Microsoft Excel 2010
  • Microsoft Office Excel 2007
  • Microsoft Outlook 2013
  • Microsoft Outlook 2010
  • Microsoft Office Outlook 2007
Keywords: 
KB2911120

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