Error message when you try to import a .pst file into Outlook for Mac 2011: "Outlook has encountered a problem and needs to close"

Symptoms

When you try to import a .pst file into Microsoft Outlook for Mac 2011, you may experience one of the following issues: 

  • Outlook may crash. 
  • You may able to import the file, but Outlook may crash on startup. And, the imported folders do not contain email messages.
  • You may receive an error message that resembles the following:

    Outlook has encountered a problem and needs to close. Encountered an error and needs to close.

    When you click to see more information about this error, you may see the following: 

    Error Signature: EXC_BAD_Access

    Crashed Module offset: 0x00008ec0

    Blame Module Name: CoreFoundation

    Blame Module Offset: 0x0008ec0


Resolution


To resolve this issue, use the following methods.  If the issue is not resolved after using one method, go to the next method.

Method 1: Verify the .pst file is Unicode-based

Outlook for Mac can only import Unicode-based .pst files which are the standard format for Personal Folders files for Outlook (for Windows) 2003 and later versions. ANSI-formatted .pst files, also known as Outlook 97-2002 Personal Folders Files, were the standard personal folder format for saving data in Outlook for Windows in versions 97-2002. This file format can't be imported into Outlook for Mac.

If you have the older version of ANSI-formatted .pst file, there is no automated procedure to convert that file to the newer file format. However, you can create a new Unicode-based Outlook Data File (.pst) in Microsoft Outlook for Windows 2003 or later, and then import items from the older file into the new file. You can then import the new .pst file into Outlook for Mac. For more information about how to create .pst files and importing items, see Help for your version of Outlook for Windows.

Start Outlook for Mac and try to import the .pst file.  If the issue persists, go to Method 2.

Method 2: Install the latest updates for Office 2011 for Mac

To check for Office for Mac updates, see the following article:

https://support.office.com/en-us/article/Check-for-Office-for-Mac-updates-automatically-bfd1e497-c24d-4754-92ab-910a4074d7c1

After installing the latest updates, start Outlook again and try to import the .pst file.  If the issue persists, go to Method 3.

Method 3: If possible, use Outlook 2016 for Mac to import the .pst file

Outlook 2016 for Mac has a new database format, and the .pst import utility was updated.  Importing your .pst file in Outlook 2016 for Mac may work better than Outlook for Mac 2011.

If the issue persists in Outlook 2016 for Mac, or if you are unable to use Outlook 2016 for Mac, go to Method 4.

Method 4: Move the pst to the local hard disk on the Mac

If your .pst file is located on a network drive, or on media such as an external hard drive, an SD card, a USB drive or on a CD or DVD, move the .pst file to the local hard disk that Outlook for Mac is using.  A performance issue that might be perceived as a crash when importing from a network drive or from media can be mistaken for a problem with the .pst file.

After you have moved the .pst file to the local Mac hard disk, try importing it again.  If the issue persists, go to Method 5.

Method 5: If you imported the .pst file, but Outlook does not start, disable Office reminders

If you were able to import the .pst file but Outlook does not start, press the SHIFT key and then click the Outlook icon. Click Outlook, and then select Turn off Office reminders.

Try to start Outlook again.  If the issue persists, go to Method 6.

Method 6: If you imported the .pst file, but the items are missing in Outlook for Mac 2011, move the items to a subfolder.

After you import the .pst file, in Outlook for Mac, click the triangle arrow to expand the Microsoft PST folder as shown here: 




When you use Outlook on a computer, the application creates .pst files and archives them automatically. Do not import an archived .pst file. Instead, re-create the .pst file, and then try importing the file again. 

When you create a .pst file on a computer, all items (email messages) that are located in the root folder will not import. You should create subfolders, then move all email messages located in the root folder into the subfolder, and then import into Outlook for Mac. 

If the issue persists, go to Method 7.

Method 7: Create separate smaller .pst files

There may be an issue with a certain item or type of item that you are exporting from Outlook for Windows. 

To determine if there is an issue with an item type, create separate .pst files for each item type.  For example, create one .pst file for email, one .pst file for calendar items, and one .pst file for contacts.  Try to import these .pst files into Outlook for Mac. If one or two of them successfully import, then you know there’s an issue with an item or some items in the remaining .pst file that did not import successfully.

If any of the .pst file did not import successfully, try breaking up the data into separate, smaller .pst files.  For example, if the .pst containing your email did not import successfully, try to create separate .pst files for separate folders in Outlook, or date ranges of the emails. Try to import these .pst files into Outlook for Mac.  If any do not import successfully, you can use the same method to break them into even smaller files and try again.



If these methods do not resolve the problem, contact Microsoft Customer Support Services at http://support.microsoft.com/contactus.

Make sure that you have the following information available:
A Technical support agent may ask you for the copy of .pst to be able to replicate the problem on their computer.

1. What version of Outlook for Windows .pst was created? 
3. What is the size of the PST file being imported?
4. What are the email account types (POP, IMAP, Exchange)?
5. What does the PST file contain (Contacts, Personal folders, reminders, and so on)
6. What is the transfer means used to obtain the file from the computer to the Mac (thumb drive, DVD, external drive, and so on)?
7. What MAC OS are you running?


More Information

For more information about importing a .pst file from Outlook for Windows in Outlook for Mac 2011, see the following article:

https://support.office.com/en-us/article/Import-a-pst-file-from-Outlook-for-Windows-1BEBC2D6-3683-4D93-AAD6-385FF06DE1E8?ui=en-US&rs=en-US&ad=US
خصائص

رقم الموضوع: 2454260 - آخر مراجعة: 03‏/09‏/2013 - المراجعة: 1

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