Outlook 2013 crashes in KERNELBASE.dll due to corrupt data file

  • Article
  • Applies to:
    Outlook 2013

Original KB number:   3002649

Symptoms

Microsoft Outlook 2013 crashes. If you then review the events in the Application Event log, you find any of the following crash signatures for Event ID 1000.

Faulting application name Faulting module name Faulting module version Offset
Outlook.exe KERNELBASE.dll 6.2.9200.16384 0x00000000000A43DA
Outlook.exe KERNELBASE.dll 6.3.9600.17055 0x00000000000D9E3A
Outlook.exe KERNELBASE.dll 6.3.9600.17055 0x000B3425
Outlook.exe KERNELBASE.dll 6.1.7601.18229 0x00013219
Outlook.exe KERNELBASE.dll 6.3.9600.17278 0x00000000000DA26A
Outlook.exe KERNELBASE.dll 6.3.9600.16656 0x000B33B7
Outlook.exe KERNELBASE.dll 6.3.9600.17055 0x000B9DFA
Outlook.exe KERNELBASE.dll 6.3.9600.17031 0x000B34C5
Outlook.exe KERNELBASE.dll 6.3.9600.17278 0x000B3C5F
Outlook.exe KERNELBASE.dll 6.3.9600.16384 0x000B2BCD
Outlook.exe KERNELBASE.dll 6.3.9600.16408 0x00000000000D9532

Cause

This behavior has been seen by Microsoft Support as the result of a corrupt Personal Data File (PST) or Offline Data File (OST) in the affected Outlook profile.

Resolution - Create a new Outlook profile

Use the steps below to create a new Outlook profile.

  1. Exit Outlook (if running).

  2. Launch Control Panel.

    In Windows 8 and Windows 8.1

    Swipe in from the right to open the charms, tap or select Search, and then type control panel in the search box. Or, type control panel at the Start screen, and then tap or select Control Panel in the search results.

    In Windows Vista and Windows 7

    Select Start, type Control Panel in the Start Search box, and then press Enter.

  3. In Control Panel, select View by, and then select Small icons.

  4. Double-click Mail.

    Note

    If you have more than one version of Outlook installed you may see two icons labeled Mail in Control Panel, as shown in the following figure.

    Screenshot of two icons labeled Mail in Control Panel 1.

    In this situation, double-click the icon for the version of Outlook that is crashing

  5. Select Show Profiles, and select Add.

  6. Enter a name for the new profile and select OK.

  7. In the Add New Account dialog, if Your Name and E-mail Address are correctly populated, select Next; otherwise change the e-mail address and update additional information as necessary, and select Next.

  8. Once the configuration completes, you can select Add another account or select Finish.

  9. Select Prompt for a profile to be used, or select Always use this profile, select the new profile from the dropdown, as shown in the following figure.

    Screenshot of the new profile option from the dropdown.

  10. Select OK, and restart Outlook.

If a new Outlook profile resolves the issue, you may wish to return to your original profile. However, you will need to remove PST files from the original profile or create a new OST file for the original profile. Select one of the links below for steps to accomplish either of these changes.

Remove PST files from original profile

Create new OST file for original profile

Remove PSTs from the Outlook profile

If you have one or more pst files in your profile, you can use the following steps to remove them.

  1. Exit Outlook (if running).

  2. Launch Control Panel.

    In Windows 8 and Windows 8.1

    Swipe in from the right to open the charms, tap or select Search, and then type control panel in the search box. Or, type control panel at the Start screen, and then tap or select Control Panel in the search results.

    In Windows Vista and Windows 7

    Select Start, type Control Panel in the Start Search box, and then press Enter.

  3. In Control Panel, select View by, and then select Small icons.

  4. Double-click Mail.

    Note

    If you have more than one version of Outlook installed you may see two icons labeled Mail in Control Panel, as shown in the following figure.

    Screenshot of two icons labeled Mail in Control Panel 2.

    In this situation, double-click the icon for the version of Outlook that is crashing.

  5. Select Show Profiles, select the affected Outlook profile, and then select Properties.

  6. Select Data Files, and then note the location of any PST files you have in the list.

  7. Select a PST file in the list, and then select Remove.

    Note

    This does not delete the PST file, but only removes it from the currently selected profile.

  8. Close all Mail Control Panel windows, and restart Outlook.

  9. If the problem no longer occurs, you have identified the problematic PST.

    You can attempt to recover the affected PST using the Inbox Repair Tool (Scanpst.exe) as described in the article How to repair your Outlook personal folder file (.pst).

  10. If the behavior persists, repeat steps 1 through 9 for additional PST files (as needed).

Recreate the OST in the Outlook profile

  1. Exit Outlook (if running).

  2. Launch Control Panel.

    In Windows 8 and Windows 8.1

    Swipe in from the right to open the charms, tap or select Search, and then type control panel in the search box. Or, type control panel at the Start screen, and then tap or select Control Panel in the search results.

    In Windows Vista and Windows 7

    Select Start, type Control Panel in the Start Search box, and then press Enter.

  3. In Control Panel, select View by, and then select Small icons.

  4. Double-click Mail.

    Note

    If you have more than one version of Outlook installed you may see two icons labeled Mail in Control Panel, as shown in the following figure.

    Screenshot of two icons labeled Mail in Control Panel 3.

    In this situation, double-click the icon for the version of Outlook that is crashing.

  5. Select Show Profiles, select the affected Outlook profile, and then select Properties.

  6. Select Data Files and then note the location of the OST file in the list.

  7. Select the OST file in the list, then select Open File Location.

    A Windows Explorer window should open with the chosen OST file selected.

  8. Leave the Explorer window open, and select Close on the Account Settings Data Files window in the Mail Control Panel.

    Note

    You must close the Account Settings Data Files window in order to complete step 9 below. If this window is not closed, you will receive the following error message when attempting to rename the file:

    The action can't be completed because the file is open in Windows host process (Rundll32)
    Close the file and try again.

  9. Right-click the selected OST file in Windows Explorer, select Rename, type a new name for the OST, and press Enter.

  10. Close the Windows Explorer window and any remaining Mail Control Panel windows, and restart Outlook.

    This will create a new OST, which may take some time to synchronize with the mailbox on the server, depending on the size of the mailbox.

Note

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More information

You can use the following steps to review the Application event log:

  1. In Control Panel, open Administrative Tools.

  2. Double-click Event Viewer.

  3. In the left pane, select Application under Windows Logs.

  4. In the Actions pane, select Filter Current Log.

  5. In the Filter Current Log dialog box, enter 1000 (as shown in the following figure) and then select OK.

    Screenshot of the Filter Current Log dialog box.