Outlook 2003: Troubleshooting Outlook Crashes

Symptoms

Microsoft Outlook 2003 may crash when you start Outlook, when you perform various tasks in Outlook, or when you close Outlook. This can be very frustrating because the problem usually occurs randomly. This behavior makes it difficult to determine the cause of the crash. This article contains steps that you can use to determine why Outlook has crashed.

Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756 How to back up and restore the registry in Windows

More Information

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

To troubleshoot crashes in Outlook 2003, you can use several diagnostic tools and steps discussed in this article. The following steps are intentionally ordered to help you quickly identify the main causes of crashes in Outlook. However, you can skip some steps if you are confident these steps are not relevant to your issue.

Run the Outlook Product Stability Diagnostic tool

The Outlook Product Stability Diagnostic tool has the following features that can help you isolate known causes of crashes in Outlook.
  • Temporarily remove COM add-ins and Extensions
  • Identify and report known problematic configurations
The Outlook Product Stability Diagnostic also creates a diagnostic report outlining the data it collected and recommendations on possible steps you can take to reduce or eliminate Outlook stability issues.

Please click the following link to run the Outlook Product Stability Diagnostic tool from the Microsoft Fix it Center Pro portal.

Note You must sign in to the Fix it Center Pro portal with a Microsoft Account to access the Outlook Product Stability Diagnostic tool. Please see the following Microsoft website for more information on Microsoft Accounts:

Run the Office Configuration Analyzer Tool (OffCAT)

OffCAT is another diagnostic program that provides a detailed report of your current Outlook configuration. This report highlights any known problems that it found in your profile. For any problems that found, you are provided with a link to a Microsoft Knowledge Base (KB) article that outlines a possible fix for the problem.

Use the following link to download and install the Office Configuration Analyzer Tool:

If you still cannot reduce or eliminate the crashes in Outlook, try the steps in the remaining sections. The sections are listed in a logical manner, therefore please make sure to follow the steps in order.

Can you reproduce the problem?

Try to reproduce the problem by repeating the actions that first caused the problem. For example, Outlook may crash every time that you open a specific meeting in your calendar. Or, Outlook may crash when you start it.

If you can identify the steps that cause Outlook to crash consistently, you may be able to work around this problem without following the remaining troubleshooting steps in this article. For example, if Outlook crashes only when you open a specific email message, you can try the following steps to resolve the problem:

  1. Ask the sender of the email message to resend you the email message.
  2. If the email message is not important, delete the email message.
  3. If you have another email client, try to view the email message by using another client. For example, if you can access your mailbox by using Microsoft Office Outlook Web Access (OWA), try to read the e-mail message by using OWA. If you can read the message in OWA, you can try to forward the e-mail message to yourself and then check whether you can open the forwarded e-mail message in Outlook 2003.
Even if you cannot work around the problem, make sure that you fully note the steps to reproduce the crash in Outlook. Noting these steps will let you more effectively use the remaining troubleshooting steps in this article.

If you cannot consistently reproduce the problem, you can still use the remaining steps in this article.

Update Outlook with the latest cumulative update

Cumulative updates contain every update that is available for Outlook 2003. The issue that you are experiencing in Outlook may be resolved by a code change that is available in the cumulative update. However, 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.

To obtain the latest cumulative updates for Outlook 2003, refer to the following Microsoft Knowledge Base (KB) article:

2625547 How to install the latest applicable updates for Microsoft Outlook (US English only)
http://support.microsoft.com/kb/2625547/EN-US

If Outlook still crashes after you install the latest cumulative updates, follow the remaining troubleshooting steps in this article.

Start Outlook using an appropriate command line switch for your symptoms

Outlook 2003 has many command-line switches that help you quickly reset certain application settings. You may be able use an appropriate command-line switch from the following table.

For example, Outlook may crash if the message that is selected is corrupted. In this case, Outlook crashes when it tries to render the selected message in the Reading Pane. Therefore, you can try to start Outlook by using the /NoPreview switch. This switch disables the Reading Pane.

Refer to the following table for a list of other useful command-line switches and for their functions.

Note Only use a switch if it is clearly related to the cause of your problem. Before you use a switch, make sure that you evaluate any changes that occur because of the switch.

SwitchAction TakenComment
/cleanprofile
Removes invalid profile keys and re-creates default registry keys where applicable.
/cleanviewsRestores default views.
Important
: All custom views that you created are lost.
/cleanremindersClears and regenerates reminders.Useful if you suspect the crash is related to reminders.
/cleanrulesDelete all client-based and all server-based rules.
If you want to keep a backup of your rules, make sure that you export your rules. To do this, click Options in the Rules and Alerts dialog box. This gives you the option to import your rules after this switch deletes them.
/resetnavpane
Clears and regenerates the Navigation Pane for the current profile.
/NoPreview
Starts Outlook with the Reading Pane off.
/safe
Starts Outlook without extensions, COM add-ins registered under the HKEY_CURRENT_USER hive in the registry, Reading Pane, or toolbar customization.
More details about this switch are provided in the next section, “Start Outlook in safe mode.”
/safe:1
Starts Outlook with the Reading Pane off.
/safe:2
Starts Outlook without checking for new email at startup.
/safe:3
Starts Outlook with extensions turned off.
The Add-In Manager will continue to list add-ins.
/safe:4
Starts Outlook without loading theOutcmd.dat and *.fav files.
The Outcmd.dat file stores custom toolbar and menu bar settings.


Start Outlook in Safe Mode

When you start Outlook 2003 in Safe mode, many of the customizations you have made to Outlook are not loaded. Instead, these settings are replaced temporarily by the default settings. Additionally, Exchange Client Extensions are not loaded. This behavior reduces the number of dynamic-link libraries (DLL) that interact with Outlook and your data.

To start Outlook in safe mode, use the /Safe command-line switch. To determine whether you are running in safe mode, view the title bar of Outlook.

You may also see the following prompt when you restart Outlook after a crash:

Outlook failed to start correctly last time. Starting Outlook in safe mode will help you correct or isolate a startup problem in order to successfully start the program. Some functionality may be disabled in this mode.

Do you want to start Outlook in safe mode?

If you click Yes to this prompt, Outlook starts in safe mode.

Refer to the following table for a partial list of the temporary changes that occur when you start Outlook in safe mode:

Number
Description
a.
The Reading Pane is not displayed.
b.
No Exchange Client Extensions are loaded.

Note COM add-ins are still loaded by Outlook in Safte mode.
.
Customized toolbars are not displayed.

Customized toolbars are stored in the Outcmd.dat file which is located in the following folder:

Windows XP:

%userprofile%\Application Data\Microsoft\Outlook

Windows Vista, Windows 7, or Windows 8:

%userprofile%\AppData\Roaming\Microsoft\Outlook
.
Navigation Pane customizations are not loaded.
.
The AutoCorrect list is not loaded.
.
The NormalEmail.dotm template (on which new e-mail messages are based) is not loaded.
.Any registry settings under the following non-policy keys are not loaded (all keys are under the HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Outlook key):

\Options\Wss
\Options\General
\Options\Pubcal
\Options\Calendar
.The registry settings under the following key are not loaded:

HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Common\MailSettings

The settings that are stored under this key can be configured by using Tools - Options - Mail Format tab - "HTML format" section (3 check boxes)
.Macros may not load

This is because the Macro Security setting is configured to the default setting ("Warnings for signed macros; all unsigned macros are disabled")
.
Smart Tags are not loaded
.Default colors and fonts are not loaded.

For example, any color/font customizations that you made to calendar options, task options or Notes options are not used.
.Multilingual User Interface (MUI) settings are not loaded.

For example:

I. You install a US English version of Office.

II. You install the French language pack.

III. You start the Microsoft Office Language Settings tool.

IV. You configure the “Display Microsoft Office menus and dialog boxes” option for French.

When you start Outlook in safe mode, the menus and dialog boxes are in English, instead of French.


What should I do if Outlook does not crash when it is started in Safe Mode?

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.
  1. If the problem does not occur after you start Outlook in safe mode, review the list of disabled items in the above table and try to identify those items that are related to the steps that you took that caused Outlook to crash.

    For example, if Outlook crashes when you click a menu or a toolbar button in the main Outlook window, the Outcmd.dat file may be the cause of the problem. Because this file does not load in safe mode, you can rename this file to Outcmd.oldand then restart Outlook. When you do this, a new Outcmd.dat file is created that has a default configuration.
  2. If the problem does not occur after you start Outlook in Safe mode, you can also check whether you have any third-party extensions that are loaded in Outlook.

    You can either use the Outlook interface to manage extensions, or if you are unable to start Outlook, you can use Registry Editor to manage extensions.
    • Disable Exchange client extensions using the Outlook interface
      1. On the Tools menu, click Options.
      2. In the Options dialog box, select the Other tab and then click Advanced Options.
      3. Click Add-In Manager.
      4. Clear the check box for any extensions that you want to disable.
      5. Click OK three times.
      6. Restart Outlook.
    • Disable Exchange client extensions using the registry

      If you are unable to start Outlook, you can instead use the following steps to disable extensions using Registry Editor.

      Note You do not need to follow these steps if you were able to follow the steps in the "Disabling Exchange client extensions using the Outlook interface" section.
      1. Start Registry Editor.
      2. Locate the following registry key.

        HKEY_LOCAL_MACHINE\Software\Microsoft\Exchange\Client\Extensions
      3. Rename the \Extensions key to \Extensions-Renamed.
      4. Close Registry Editor.
      5. Locate the file called Extend.dat in the following folder location:

        Windows Vista or Windows 7

        C:\users\<username>\AppData\Local\Microsoft\Outlook

        Windows XP

        C:\Documents and Settings\<username>\Local Settings\Application Data\Microsoft\Outlook
      6. Rename Extend.dat to Extend.renamed.
      7. Start Outlook.
    • Identify the Exchange client extension that caused Outlook to crash

      If Outlook stopped crashing after you reset the Exchange client extensions using the steps in either of the two previous sections, you can use the following process to isolate and identify the extension causing the problem.

      Note If Outlook continued to crash after resetting the Exchange client extensions, skip these steps and proceed to Step 3.
      1. Start Outlook.
      2. On the Tools menu, click Options.
      3. In the Options dialog box, select the Other tab and then click Advanced Options.
      4. Click Add-In Manager.
      5. Enable one extension, click OK and then restart Outlook.
      6. If Outlook does not crash, repeat steps A-E for a different extension.
      7. Repeat step F until Outlook crashes again.

        The extension you last enabled when Outlook started to crash again is more than likely the cause of the problem. Either leave this extension disabled or contact the extension vendor for a possible updated version.
  3. Many of the items that you disabled by using Safe mode are features that store their settings in the registry. Therefore, you should consider performing the following steps if Outlook did not crash when you used Safe mode.
    1. Close Outlook if running
    2. Start Registry Editor.
    3. Navigate to the following registry location:

      HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Outlook
    4. Rename the \Outlook subkey to \Outlook-1.
    5. Restart Outlook.
    If you Outlook does not crash when you use this configuration, one or more settings under the original \Outlook key is the cause of the problem. Because there are many settings in this key, we recommend that you continue to use Outlook in this configuration.

    If Outlook continues to crash when you use this configuration, you can continue to the next section of this article using the new default settings under the \Outlook registry key, or you can revert to your original registry settings by using the following steps:
    1. Close Outlook if it is running.
    2. Start Registry Editor.
    3. Navigate to the following key:

      HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\
    4. Rename the \Outlook subkey to \Outlook-2.
    5. Rename the \Outlook-1 subkey to \Outlook.
    6. Close Registry Editor.
    7. Start Outlook

Disable COM add-ins

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

COM add-ins are another cause for crashes or instability in Outlook. However, before discussing the steps to disable COM add-ins, it is important to mention the following items about COM add-ins in Outlook 2003.
  • COM add-ins are not disabled when you start Outlook in Safe mode.
  • COM add-ins can be registered under either or both of the following registry keys.

    HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins

    HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins
  • Only COM add-ins registered under HKEY_CURRENT_USER are displayed in the COM Add-Ins dialog box in Outlook.

Use the following steps to disable COM add-ins in Outlook 2003.
  1. Exit Outlook.
  2. Start Registry Editor.
  3. Locate the following key in the registry.

    HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins

    Any COM add-ins you have installed under this key will be listed as a subkey.
  4. Rename each subkey under \Addins by appending -disabled to the subkey name. For example, if a subkey is called AccessAddin.DC, rename this subkey to AccessAddin.DC-disabled.
  5. Locate the following key in the registry.

    HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins
  6. Rename each subkey under \Addins by appending -disabled to the subkey name. For example, if a subkey is called TestOutlookAddin.11, rename this subkey to TestOutlookAddin.11-disabled.
  7. Start Outlook to see if there is an improvement in product stability.
Identify the COM add-in the causes Outlook to crash

If Outlook stopped crashing after you disabled COM add-ins using the steps in the previous section, you can use the following process to isolate and identify the COM add-in causing the problem.

Note If Outlook continued to crash after disabling COM add-ins, re-enable all of the COM add-ins using the following steps (without restarting Outlook in-between each step) and proceed to the next section of this article.
  1. Exit Outlook.
  2. Start Registry Editor.
  3. Locate the following key in the registry.

    HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins
  4. Locate the first subkey that you renamed by adding -disabled to its name. Then, rename this subkey again by removing -disabled from the subkey's name.
  5. Start Outlook.
  6. If Outlook does not crash when you start it in this configuration, repeat steps 1-5 until Outlook crashes again.
    1. If Outlook still does not crash after you rename (remove -disabled) all the subkeys under HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins, continue to step 7.
    2. If Outlook crashes after renaming one of the subkeys under HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins, this COM add-in is probably the cause of your crash. Either disable the COM add-in again or contact the add-in vendor for an update.
  7. If Outlook still does not crash after you rename all the subkeys under HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins, exit Outlook.
  8. Locate the folllowing key in the registry.

    HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins
  9. Locate the first subkey that you renamed by adding -disabled to its name. Then, rename this subkey again by removing -disabled from the subkey's name.
  10. Start Outlook.
  11. If Outlook does not crash when you start it in this configuration, repeat steps 7-10 until Outlook crashes again.

    If Outlook crashes after renaming one of the subkeys under HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins, this COM add-in is probably the cause of your crash. Either disable the COM add-in again or contact the add-in vendor for an update.

Scope the problem to see if you can isolate the cause of the crashes

The practice of “Scoping” means that you try to reduce the possible sources that are causing Outlook to crash. The following sets of steps are frequently used by Microsoft product support engineers to help customers scope many Outlook problems, including crashes.
  1. Try a new Outlook profile that has no e-mail accounts.

    Outlook can be started by using a profile that contains no e-mail accounts. By using a profile that contains no e-mail accounts, you can test whether Outlook is crashing because of functions that are usually performed while sending and receiving e-mail messages or while synchronizing with Microsoft Exchange.

    To create an Outlook profile that contains no e-mail accounts, follow these steps
    1. Close Outlook if it is running.
    2. Open the Mail control panel, and then click Show Profiles.
    3. Click Add.
    4. Type "PIM" for the name of the new profile, and then click OK.
    5. In the E-mail Accounts dialog box, click Close.
    6. Click OK when you are prompted to create a profile that contains no e-mail accounts.
    7. Configure the "PIM" profile so that it is your default profile. To do this, check Always use this profile and then select "PIM".
    8. Start Outlook.
    9. In the Outlook 2003 Startup dialog box click Next.
    10. In the Account Configuration dialog box, select No and then click Next.
    11. In the Cancel Configuration dialog box, select Continue with no e-mail support and then click Finish.

    After you complete the previous steps, Outlook is running without any e-mail accounts. Therefore, you cannot send or receive e-mail. However, you can add your existing .pst files to the PIM profile to see whether these .pst files are the cause of your problem.

    If Outlook does not crash when you use the PIM profile, we recommend that you continue to the “Try a new Outlook profile using your regular e-mail account” section.

    If Outlook continues to crash when you use the PIM profile, continue to the “Try a new Windows profile” section

  2. Try a new Outlook profile using your regular e-mail account.

    Use the Mail control panel to create a new Outlook profile that contains all your regular e-mail accounts. However, when you create the new profile, we recommend that you do the following:
    • Do not delete your original Outlook profile.
    • Do not create your new profile by using a copy of your original profile.

    Notes

    We recommend that you keep your original profile because the original profile may not be the source of your problem. Creating a new Outlook profile is only a test to help you see whether your original profile is causing Outlook to crash.

    If you have more than one e-mail account in your profile, you may test your problem by adding only one e-mail account at a time. This practice will let you isolate a problematic e-mail account much as you isolated problematic add-ins and extensions.

    For more information about how to create a new Outlook profile, refer to the following Microsoft KB article:

    How to create and configure an e-mail profile in Outlook 2007 and Outlook 2003
    http://support.Microsoft.com/KB/829918

    Outlook does not crash when you use a new Outlook profile

    If Outlook does not crash after you create a new profile, the easiest solution is use the new profile that you created. If you have .pst files that are associated with your original profile, you can use the Mail item in Control Panel to update your new Outlook profile so it references these .pst files. For more information about how to manage .pst files in Outlook refer to the following Microsoft KB article:

    How to manage .pst files in Outlook 2007, in Outlook 2003, and in Outlook 2002
    http://support.Microsoft.com/KB/287070

    Outlook continues to crash when you use a new Outlook profile

    If the problem continues when you use a new Outlook profile, the problem may be related to the data in your mailbox. This data may be visible or hidden. To determine whether this data is the cause of your problem, try to use a different mailbox. To do this, follow these steps:
    1. Do not log off from your current Windows profile.
    2. Use the Mail item in Control Panel to create a new Outlook profile for another user's mailbox.
    3. If this is an Exchange mailbox, configure this new profile to always prompt for credentials.
      1. On the E-mail Accounts tab in the Account Settings dialog box, select the Exchange mailbox and then click Change.
      2. Click More Settings in the Change E-mail Account dialog box.
      3. On the Security tab of the Microsoft Exchange Server dialog box, select “Always prompt for user name and password”.
    4. Start Outlook by using this new profile.
    5. Test Outlook to confirm whether Outlook still crashes.

    If the problem no longer continues when you use Outlook together with a different mailbox, you should contact your system administrator. Your system administrator may be able to help with mailbox corruption.

    If the problem continues when you use Outlook together with a different mailbox, continue to the “Try a new Windows profile” section of this article for additional scoping tests.
  3. Try a new Windows profile.

    Outlook uses data that is located in several different registry hives under the HKEY_CURRENT_USER key and in data files in your local Windows profile. Therefore, you can test Outlook by using a new Windows profile to eliminate many of these settings and files as the cause of your problem.

    NoteDo not delete your current Windows profile for this test. Instead, create a new Windows profile and test Outlook by using this new profile.

    To test Outlook by using a new Windows profile, follow these steps

    1. Log off from Windows.
    2. Log on to Windows by using a different account.

      Note You may have to create a new local account for testing purposes. As there are several ways to create a Windows profile, please refer to your Windows Help documentation for information if you need help creating a new Windows profile.
    3. Using the Mail control panel, create an Outlook profile for your mailbox.
    4. Start Outlook, and then test to see if Outlook still crashes.

    If Outlook still crashes when you use a new Windows profile, continue to the “Outlook still crashes when you use a new Windows profile” section.

    If Outlook does not crash when you use a new Windows profile, continue to the “Outlook does not crash when you use a new Windows profile” section.

    Outlook still crashes when you use a new Windows profile

    If Outlook still crashes when you use a new Windows profile, perform the following steps.

    Note At this point in the troubleshooting process, you have determined that your problem is not caused by the user data in your original Windows profile.
    1. Close Outlook.
    2. Log off from this new Windows account and log back into your original Windows account.
    3. Continue to the "Test to see if the problem is related to your computer" section of this document.

    Outlook does not crash when you use a new Windows profile

    If Outlook does not crash when you use a new Windows profile, you have the following options:
    • Continue to use the new Windows profile

      If you want to continue using the new Windows profile, you can retrieve your personal documents from the original profile. By default, your personal documents are stored in the \My Documents folder in the profile path of the Windows account. For example, on a Windows XP-based computer, your documents are stored in the following location: C:\Documents and Settings\<user name>\My Documents.

      Note The placeholder <user name>represents the user name of your Windows profile.

      If you cannot access this folder location by using the new Windows profile, you can use the following steps to recover your documents from the original Windows profile
      1. Log off from Windows.
      2. Log on to Windows by using your original Windows profile.
      3. Locate the documents and files that you want to transfer to the new Windows profile.
      4. Copy these documents and files to a separate drive or to a folder path on a drive that can be accessed by all Windows accounts. For example, you can copy your documents to a USB storage device, or to the C:\Backup folder (which may need to be created).
      5. Log off from Windows.
      6. Log on to Windows using the new Windows profile.
      7. Copy your documents and files to the desired folder locations in the new Windows profile.
    • Continue to troubleshoot the problem by using your original Windows profile.

      Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

      If you decide you do not want to use the new Windows profile, you can try to locate the specific user data that is causing the problem. To do this, follow these steps
      1. Log off from Windows.
      2. Log on to Windows using your original Windows profile.
      3. Check whether the problem is caused by data files in your Windows profile. To do this, locate the files that are listed in the following table, and then rename these files by adding ".old" to the filename.

        FileDefault location (Windows XP)
        Extend.datC:\Documents and Settings\<username>\
        Local Settings\Application Data\Microsoft\Outlook
        Frmcache.datC:\Documents and Settings\<username>\
        Local Settings\Application Data\Microsoft\Forms
        Outcmd.datC:\Documents and Settings\<username>\
        Application Data\Microsoft\Outlook


        FileDefault location (Windows 7 or Windows Vista)
        Extend.datC:\Users\<username>\AppData\Local\Microsoft\Outlook
        Frmcache.datC:\Users\<username>\AppData\Local\Microsoft\Forms
        Outcmd.datC:\Users\<username>\AppData\Roaming\Microsoft\Outlook

      4. Start Outlook.

        If Outlook does not crash when you start it, we recommended that you do not revert to using the original versions of the files you just renamed. Outlook will generate new default copies of these files.

        If Outlook still crashes after you rename the files that are mentioned in the table, follow these steps

        1. Close Outlook if it is running.
        2. Start Registry Editor.
        3. Navigate to the following registry location:

          HKEY_CURRENT_USER\Software\Microsoft\Office\11.0
        4. Rename the \11.0 key to \11.0-old.
        5. Restart Outlook.

        After you do this, Outlook will start a new first-run launch. Because of this, Outlook should prompt for your user name and your initials again.

        If Outlook does not crash after you rename the \11.0 registry key, we recommend that you keep the current modifications to the registry. This means that you will have to reconfigure some previous customizations to your Office programs. Isolating the specific registry data that caused Outlook to crash is very difficult without using advanced debugging tools.

        If Outlook still crashes after you rename the \11.0 registry key, we recommended that you restore the registry. To do this, follow these steps.
        1. Close Outlook if running.
        2. Start Registry Editor.
        3. Navigate to the following location in the registry:

          HKEY_CURRENT_USER\Software\Microsoft\Office\11.0
        4. Rename the \11.0 key to \11.0-new.
        5. Rename the \11.0-old key to \11.0.

        After you do this, we recommend that you use your new Windows profile instead of your current Windows profile. To help you migrate your data to the new Windows profile, you should follow the steps in the “Continue to use the new Windows profile” section earlier in this article.

Test to see if the problem is related to your computer

It is possible that your problem is related this specific computer. This might be because of bad RAM, conflicting software, corrupted files, incorrect registry data under the HKEY_LOCAL_MACHINE hive, or even a problem with your Windows installation. To see whether your problem is related to this specific computer, you can use the following tests to isolate the problem.

Use Outlook on a different computer

If you have access to another computer that has Outlook 2003 installed, try to log on to that computer, and then use Outlook together with your mailbox.
  • Outlook does not crash when you use a different computer

    If Outlook does not crash when you use a different computer, you can use the following tools to help further diagnose the problem on your original computer.

    1. Windows Clean Boot

      Try to use the System Configuration utility to troubleshoot your problem. To do this, follow the steps in the following KB articles as appropriate for your operating system.

      310560 How to troubleshoot configuration errors by using the System Configuration utility in Windows XP

      950093 How to use the System Configuration utility to troubleshoot configuration errors in Windows Vista
  • Outlook continues to crash when you use a different computer

    If Outlook still crashes even after you perform all the troubleshooting steps in this article, we recommended that you contact Microsoft Customer Support to help diagnose the problem. An issue that has not yet been fixed may be the cause of the problem. Your support engineer can help you make that determination.

    Note If you do contact the Outlook support team at Microsoft; please give them the results and data for all the previous tests

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Id. de artículo: 2764344 - Última revisión: 21 mar. 2014 - Revisión: 1

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