When you select the crash issue in OffCAT, the Issue Description and Solution area on the right side displays the name of the third-party vendor that created the module.
Note If you were not directed to this article by the OffCAT diagnostic tool, please go to the "More Information" section for instructions about how to use the OffCAT tool to detect this problem.
What to try
- Scope the issue.
A crash in Outlook that is caused by a third-party add-in may occur intermittently or frequently. It may also occur at random times or every time that a certain action is taken. To successfully troubleshoot the issue, you should determine how frequently the crash occurs and whether it is the result of a certain action. If the crash occurs at every Outlook startup or as the result of a specific action that was taken in Outlook, you can start Outlook or perform that action in order to test for the issue. However, if the crash is intermittent and occurs rarely and at random times, you may have to let Outlook run for several hours or even several days between steps in order to determine whether the issue is resolved.
- Identify the third-party add-in.
The OffCAT report of the issue provides the module name and the name of the vendor that produces the third-party add-in. You may have multiple add-ins installed that have similar names. Therefore, you must use the information that is provided by the OffCAT report to identify the correct third-party add-in.
- If Outlook crashes at every start, start Outlook in safe mode.
When you start Outlook in safe mode, many of the customizations that you have made to Outlook are not loaded. Instead, these settings are replaced temporarily by the default settings. Additionally, COM add-ins and Exchange Client Extensions are not loaded. This behavior reduces the number of dynamic-link libraries (DLLs) that interact with Outlook and with your data. To start Outlook in safe mode by using the /safe command-line switch, follow these steps:
- Exit Outlook.
- Open the Run dialog box by pressing the Windows key + R.
- Type Outlook.exe /safe, and then click OK.
Now that you can start Outlook successfully, you will be able to follow the next steps to troubleshoot the issue.
- Update Outlook with the latest cumulative updates.
Cumulative updates contain every update that is available for Outlook. The issue that you are experiencing in Outlook may be resolved by a code change that is available in the cumulative update. You may be unable to determine whether the issue that you are experiencing will be resolved by the cumulative update unless you install the update and test Outlook. Therefore, we recommend that you update Outlook to the latest build and then see whether the problem that you are experiencing is resolved.
For more information about how to obtain the latest cumulative updates for Outlook, click the following article number to view the article in the Microsoft Knowledge Base:
2625547 How to install the latest applicable updates for Microsoft Outlook (US English only)
If Outlook continues to crash after you install the latest cumulative updates, follow the remaining troubleshooting steps.
- Update the third-party add-in.
The issue that you are experiencing may be resolved in an update that is available for the add-in. Go to the add-in vendors website or contact the vendor in order to determine whether there is an updated version that is more stable with Outlook. If there is no update available or if the crash continues to occur after the update is installed, go to the next step.
- Disable the third-party add-in.
- Start Outlook.
- On the File tab, click Options, then click Add-Ins.
- At the bottom of the Outlook Options dialog box, make sure that the Manage drop-down displays COM Add-ins, and then click Go.
- In the COM Add-Ins dialog box, click to disable the third-party add-in, and then click OK.
Note Some add-ins may not be disabled correctly when you disable them in this step. If you complete this step but the crash continues to occur, you can run OffCAT again to determine whether the crash was caused by the same third-party module. Review the date and time of the crash in the OffCAT report to make sure that you are looking at the report of the most recent crash and not the report of a previous crash.
- Uninstall the add-in software.
If you have completed all steps to this point and the crash is still occurring because of the third-party module, the final step will be to uninstall the third-party add-in application.
- Open Control Panel.
- Click Uninstall a program.
- Locate the third-party application in the list, and then select it.
- Click Uninstall.
Use the following link to download and install the Office Configuration Analyzer Tool and to determine how to run and generate an OffCAT report:
After you've generated the OffCAT report for Outlook, view the Issues List. Under All Issues, expand Crash to view all crashing issues. To determine whether this article applies to you, look for an issue that is named "Outlook crash due to third-party module," as shown in the following image.