Outlook 2016 crashes with an Outlook.com account

Symptoms

In Microsoft Outlook 2016 connected to your Outlook.com account, Outlook may crash.

When this occurs, you may find a crash signature similar to the following in the Application log for Event ID 1000.

Faulting application name: Outlook.exe
Faulting application version: 16.0.7341.2035
Faulting module name: pstprx32.dll
Faulting application version: 16.0.7341.6536
Fault offset: 000c56c5

Note In the Application log, the versions of Outlook.exe and pstprx32.dll, and the Fault offset may vary from those listed here.

Cause

Known issue in the product.


Resolution

To fix this issue, make sure that your Office 2016 Click-to-Run installation is at version 1611 (Build 7571.2072) or a later version. If it is not at this version or a later version, update your Office 2016 installation. To do this, follow these steps.

  1. Open any Office application, such as Outlook or Word.
  2. Click File, and then click Office Account or Account.
  3. View the version that is listed under Office Updates.
  4. If the version is not at 1611 (Build 7571.2072) or a later version, click Update Options, and then click Update Now.

For more information about update channels for Office 365 clients, see Version numbers of update channels for Office 365 clients.


Workaround

If you can't install the update that's mentioned in the "Resolution" section to fix this issue, you can work around the issue by setting up your Outlook.com account in a new Outlook profile. To do this, following these steps.
  1. Exit Outlook.
  2. In Control Panel, click or double-click Mail. To locate the Mail item, open Control Panel, and then in the Search box at the top of window, type Mail.
  3. Click Show Profiles.
  4. Click Add.
  5. Type a name for the profile, and then click OK.
  6. With Email Account selected, enter your name, email address and password, and then click Next.
  7. Allow time for your account to be automatically configured, and then click Finish.
  8. In Mail, make sure that the Always use this profile option is selected, and then select your new profile name from the list.


  9. Click OK.


More Information

To review the Application log, follow these steps:
  1. In Control Panel, open the Administrative Tools item.
  2. Double-click Event Viewer.
  3. In the details pane, select Application under Windows Logs.
  4. In the Actions pane, click Filter Current Log
  5. In the Filter Current Log dialog box, enter 1000 (as shown in the following screen shot), and then click OK.

Properties

Article ID: 3193685 - Last Review: Dec 23, 2016 - Revision: 1

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