Opening existing or adding new pst crashes outlook

[Syd]

Hello,
My user's pc is running Outlook 2003 SP3 under Windows Vista.

The problem is that when we try to open an existing pst file (File -> open
-> outlook data file) outlook crashes (Outlook encountered a problem...).
The same thing happens if we try File -> new -> outlook data file, trying to
create a new empty pst file.

The following is logged in the app log when outlook crashes:

Log Name: Application
Source: Application Error
Date: 4/2/2008 4:37:11 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Pepe-PC
Description:
Faulting application OUTLOOK.EXE, version 11.0.8169.0, time stamp
0x465f28e3, faulting module msmapi32.dll, version 11.0.8164.0, time stamp
0x4627afa6, exception code 0xc0000005, fault offset 0x000ffccf, process id
0x1234, application start time 0x01c8951a6fe0760e.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2008-04-02T23:37:11.000Z" />
<EventRecordID>18664</EventRecordID>
<Channel>Application</Channel>
<Computer>Pepe-PC</Computer>
<Security />
</System>
<EventData>
<Data>OUTLOOK.EXE</Data>
<Data>11.0.8169.0</Data>
<Data>465f28e3</Data>
<Data>msmapi32.dll</Data>
<Data>11.0.8164.0</Data>
<Data>4627afa6</Data>
<Data>c0000005</Data>
<Data>000ffccf</Data>
<Data>1234</Data>
<Data>01c8951a6fe0760e</Data>
</EventData>
</Event>

Noting that the faulting module was msmapi32.dll, i tried renaming that file
and then doing detect and repair, making sure a new copy was actually
installed of that file. the symptoms did not change.

I tried running scanpst on existing pst files. They showed as clean.
I tried uninstalling office, rebooting, and reinstalling and repatching
office.
I tried renaming both extend.dat and outcmd.dll and restarting... same
symptoms.
I tried sfc /scannow from an admin command prompt,

I tried creating a new mail profile in control panel, but when you try to
start outlook with the new profile, it crashes immediately (I assume at the
point where it's trying to create the pst.)

I'm not sure what to try next... I appreciate any help you can offer.

 

[Syd]

More details:
I next tried creating a new user account in windows-- and in the new user
account on the same machine, outlook is able to mount pst files and create
new pst files fine.

Figuring this meant this was a corrupt profile issue, I went back to my
problem user and I looked in the \users\username\appdata\roaming\microsoft\
folder and renamed the outlook folder in that location. When i next opened
outlook the folder got recreated and new outcmd.dll (etc) files were created,
but the problem persists.

What else could it be?

 

[Syd]

Further details after a couple more hours of hitting my head against the
wall...

This is a sony vaio notebook which I believe had a 60-day office 2007 trial
installed on it when first purchased, 2007 was uninstalled and 2003 standard
put on instead, so we may be seeing an issue related to that... but as i
mentioned, when you create a new windows user and start outlook there, there
are no issues... so that's why I guessed it was something weird in his
userprofile.

Still not sure what could be wrong.

 

[Ada Pan [MSFT]]

Hello Panchi,

I notice that you have rename some files: msmapi32.dll, extend.dat and
outcmd.dll. But I would like to know if you have rename a file named
outcmd.dat file. If not, please try to rename it and then check the
result.

Note: The outcmd.dat file is located the C:\Documents and
Settings\<username>\Application Data\Microsoft\Outlook folder by default.

In the meantime, I would like to confirm with you if the local user profile
or roaming profile, as you mentioned that "I looked in the
\users\username\appdata\roaming\microsoft\ folder". Please help confirm
this with us.

Also, let us perform the following test to see if the problem persists in
Outlook safe mode:

1. Test in Outlook Safe Mode
===================
Outlook Safe Mode can narrow down issues which are caused by any
extensions, corrupted resources, files, registries, or templates.

1. Click Start | Run.
2. In the Open box, type: "Outlook /safe" (without the quotation marks)
Notes: There is a space character between Outlook and the forward slash (/).
3. Click OK.
4. Try to add or create new profiles in Outlook.

2. Replace the mapi32.dll
======================
I understand that you have tried renaming this file. I would like to know
if you have ever tried the following steps to replace this file.

1. Please go to c:\Windows\System32 and find mapi32.dll
2. Rename the file to mapi32.old
3. Go to "C:\Program Files\Common Files\System\MSMAPI\1033"
4. Copy the mapi32.dll to "c:\Windows\System32"

If you have any questions, please let me know.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
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[Syd]

Ada,
Thanks for the reply.

1. The problem does persist in outlook safe mode. (agian, only this one
user account seems affected, another user on the same machine is able to open
and create pst files just fine).

2. I tried renaming outcmd.dat, and i noticed outlook recreated the file the
next time I ran outlook. The problem still persists.

3. That is the correct path to the profile folder. This is a local profile
on a system not joined to a domain.

4. I tried replacing mapi32.dll in windows\system32 with the copy of the
file found in "C:\Program Files\Common Files\System\MSMAPI\1033". The
problem persists.

I really appreciate the help, and any next steps you can provide would be
greatly appreciated.

I do notice that this notebook, a sony viao, seems like at somepoint was
preloaded by OEM with a trial install of office 2007, which must have been
uninstalled by the user at somepoint. I know many people have reported
issues using Office 2003 on systems that at some point had 2007 on them...
perhaps I need to take steps to ensure that the removal process is complete
and clean? Anything you can suggest?

Many thanks,

Sydney

 

[Ada Pan [MSFT]]

Hello Sydney,

Thanks for providing additional information.

Let us first perform the following steps to manually completely remove
Office 2007 folders\files\registry keys from this laptop:

How to uninstall the 2007 Office system if you cannot uninstall it by using
the "Add or Remove Programs" feature
http://support.microsoft.com/kb/928218

Then, check if this issue recurs.

If the problem still persists, let us try to remove and reinstall Office
2003 again on the laptop:

Note: Before you perform the following steps, please refer to the following
Microsoft Knowledge Base (KB) articles to backup the Outlook data and
Office program settings.

How to manage .pst files in Outlook 2002 and in Outlook 2003
http://support.microsoft.com/kb/287070

1. Quit all running programs.

2. Download and install the Windows Installer Cleanup Utility.
<
<http://download.microsoft.com/download/E/9/D/E9D80355-7AB4-45B8-80E8-983A48
D5E1BD/msicuu2.exe> >

3. After you install the Windows Installer CleanUp Utility, click Start
menu-> All Programs-> Windows Install Clean Up.

4. Highlight Microsoft Office 2003 entry in the list and then click Remove.
Click OK and wait for the process to end. Then, click Exit to close the
Windows Installer Cleanup utility.

Note: If you have got any other old or redundant office entries or other
Office stand alone products such as Visio in the list, please remove them
together.

5. Click Start menu-> Run, type "regedit" (without the quotation marks) in
the Open box and press Enter.

6. Locate the registry keys below and click Delete from the Edit menu.
Click OK on the following warning dialog box.
Note: Please go to File | Export and backup all the registry first. '#'
represents any number {0-9, A-F}

HKEY_CURRENT_USER\Software\Microsoft\Office
HKEY_LOCAL_MACHINE\Software\Microsoft\Office
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{9###
0409-6000-11D3-8CFE-0150048383C9}

Quit Registry Editor.

7. Delete or rename the following folders if they exist:
C:\Program Files\Microsoft Office
C:\Program Files\Common Files\Microsoft Shared\OFFICE11
C:\Documents and Settings\<UserName>\Application Data\Microsoft\Office
C:\Documents and Settings\All Users\Application Data\Microsoft\Office

If Office 2003 has been updated, also remove the following folder:
C:\Program Files\OfficeUpdate11


8. Click Start menu-> Run, type "%Temp%" (without the quotation marks) in
the Open box and press Enter, and then empty the temp folder.

9. Empty the Recycle Bin.

10. To remove MAPI, search for and rename the following files/folders if
existing:

C:\Windows\system32\mapi32.dll
C:\Windows\system32\mapisvc.inf
C:\Program Files\Common Files\System\Msmapi\1033
C:\Program Files\Common Files\System\Mapi

11. Restart your computer and install Office 2003 again.

12. Visit the following web page to download and install Office 2003 SP3.

Office 2003 SP3 update download link:
http://www.microsoft.com/downloads/details.aspx?familyid=E25B7049-3E13-433B-
B9D2-5E3C1132F206&displaylang=en

13. Go to Office Product Updates Web site to check for all available
updates:
http://office.microsoft.com/en-us/officeupdate/default.aspx

Please take your time to try the suggestions and let me know the result at
your earliest convenience. I look forward to your progress.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.

 

[Ada Pan [MSFT]]

Hello Sydney,

How are you?

I am currently standing by for an update from you and would like to know
how things are going there. Please let me know if there is anything else I
can do further assistance.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
====================================================
When responding to posts, please "Reply to Group" via your newsreader so
that others may learn and benefit from your issue.
====================================================
This posting is provided "AS IS" with no warranties, and confers no rights.