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Outlook crashes when it opens if ACT rule is running

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Outlook crashes when it opens if ACT rule is running

I've come accross this one three different computers running either Vista with OL2007 or XPpro with OL2003. Running a variety of anti-virus products (One Care, AVG, McCafee).

 

 

It's difficult to pin down, but it seems that if Outlook is set up to periodically send and receive, and there are emails waiting to be downloaded, Outlook can crash ("Outlook has encountered a problem and needs to close..") shortly after it starts up and attempts to download the first email. This only happens if the ACT! Rule to automatically attach emails to ACT is running, and if there is an email to be downloaded.

 

If you then manage to recover and restart Outlook you will find that it has downloaded the first of the emails before it crashed. It will then crash after downloading the next one.

 

The same crash can happen later after Outlook has been open for a while when it does a send and receive.

 

Doesn't seem to happen every time, and it doesn't happen if there are no emails to download.

 

Has anyone experienced a similar problem?

 

Jeff

Jeff Granger
UK ACT! Specialist and Trainer

ACT Training Throughout The UK
www. bigbluemarketing.co.uk

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Accepted by topic author Jeff_Granger
‎09-25-2015 03:20 AM
Silver Elite Contributor
Posts: 3,340
Country: United_Kingdom

Re: Outlook crashes when it opens if ACT rule is running

Roland

 

Just wanted to report that after I upgraded to ACT! 2010 the problem went away on my system.

 

I now run Outlook rules a s standard. The only issue is that Outlook doesn't shut down properly, which is probably down to an Outlook add-in misbehaving.

 

Jeff

Jeff Granger
UK ACT! Specialist and Trainer

ACT Training Throughout The UK
www. bigbluemarketing.co.uk

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Platinum Elite Contributor
Posts: 14,384
Country: Australia

Re: Outlook crashes when it opens if ACT rule is running

Interesting... I'd love to test it, but I have Exchange, so Outlook doesn't send/receive.

 

Does it matter if the email is one that the rule applies to or not?

Do you have any other rules in set?

 

This is something one of the support guys should see if they can replicate (hint, hint). If not, then a closer look at what's common (other than non-Exchange) on your systems.

Silver Elite Contributor
Posts: 3,340
Country: United_Kingdom

Re: Outlook crashes when it opens if ACT rule is running

Mike

 

It doesn't seem to make any difference whether the email address is in the ACT database or not. Outlook just crashes periodically when it downloads emails.

 

There are no other rules running. Turn off the rule (if you are quick enough before Outlook crashes) and the problem goes away.

 

I've tried running outlook in safe mode - makes no difference.

 

Tech support UK say they have not seen problem reported before. I would be really interested to know if anyone else out there has seen the same issue or is it just me who's jinxed!

 

I've just set up the rule on a lap-top and that has the same problem; that's five different computers, with different operating systems and different databases. I'll try it with the demo database when I get the opportunity.

 

Jeff

 

 

Jeff Granger
UK ACT! Specialist and Trainer

ACT Training Throughout The UK
www. bigbluemarketing.co.uk
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Posts: 14,384
Country: Australia

Re: Outlook crashes when it opens if ACT rule is running

Also, can you see if there's any error in the Windows Event Log that might give some additional information?

 

I've not heard of it either, but it's possible not many have used Outlook rules yet

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Country: United_Kingdom

Re: Outlook crashes when it opens if ACT rule is running

OK. Outlook just crashed twice as emails were coming in. I turned off the ACT rule and the problem went away.

 

The Windows (Vista) error log reported:

 

Failed to determine if the store is in the crawl scope (error=0x8001010d).

 

and

 

Failed to get the Crawl Scope Manager with error=0x8001010d.

 

and

 

ID: 6, Application Name: Microsoft Office Outlook, Application Version: 12.0.6316.5000, Microsoft Office Version: 12.0.6215.1000. This session lasted 96 seconds with 60 seconds of active time.  This session ended with a hang.

 

and

 

Faulting application OUTLOOK.EXE, version 12.0.6316.5000, time stamp 0x4833a470, faulting module ntdll.dll, version 6.0.6001.18000, time stamp 0x4791a7a6, exception code 0xc0000374, fault offset 0x000b015d, process id 0x16cc, application start time 0x01c91a74eceea0c0.

 

Don't know if this helps.

 

Jeff 

Jeff Granger
UK ACT! Specialist and Trainer

ACT Training Throughout The UK
www. bigbluemarketing.co.uk
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Re: Outlook crashes when it opens if ACT rule is running

Jeff,

 

After searching for crawl scope, its pointing to an issue with the Windows Desktop Search.

 

Try these steps taken from Microsoft's forum.

http://forums.microsoft.com/MSDN/ShowPost.aspx?PostID=1214407&SiteID=1

 

  1. Stop Indexing service "cmd: net stop wsearch" and check in TaskManager's process list that SearchIndexer.exe was really stopped.
  2. Delete %SystemDrive%\ProgramData\Microsoft\Search\Data\Applications\Windows (Vista) or %AllUsersProfile%\Application Data\Microsoft\Search\Data\Applications\Windows (XP) folder with all its files and subfolders.
  3. Delete the following registry keys:
    - "HKLM\Software\Microsoft\Windows Search\Applications\windows"
    - "HKLM\Software\Microsoft\Windows Search\CatalogName\windows"
    - "HKLM\Software\Microsoft\Windows Search\Databases\windows"
    - "HKLM\Software\Microsoft\Windows Search\Gather\windows"
    - "HKLM\Software\Microsoft\Windows Search\Gathering manager\Applications\windows"
    - "HKLM\Software\Microsoft\Windows Search\UsnNotifier\windows"
    You'll have to change reg key ownership and change permission first.
  4. In registry in key "HKLM\Software\Microsoft\Windows Search" switch "SetupCompletedSuccessfully" subkey to "0" - you'll have to change reg key ownership and change permission first.
  5. Start Indexing service back "cmd: net start wsearch"
  6. Wait until "SetupCompletedSuccessfully" subkey switch back to 1. If it's still "0" after 5 minutes, it means the setup is failed again.

Silver Elite Contributor
Posts: 3,340
Country: United_Kingdom

Re: Outlook crashes when it opens if ACT rule is running

By way of an update..

 

Tried the windows desktop search fix above but to no avail. The "setupcompletedsuccessfully" sub key reads 1 and there are no other indications that Windows search isn't functioning properly.  Indeed, I tried disabling the service, but I still get the crashing problem.

 

However, running in selective startup mode does seem to fix it on the one computer I've tried it on. Finding which program is conflicting could take a long time.

 

 

Jeff

Jeff Granger
UK ACT! Specialist and Trainer

ACT Training Throughout The UK
www. bigbluemarketing.co.uk
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Posts: 14,384
Country: Australia

Re: Outlook crashes when it opens if ACT rule is running

It's possible the Crawl error happens because of the Outlook crash. I know McAfee has a problem causing ntdll errors and they have a KB on it. What's the first error in the log when it happens?
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Re: Outlook crashes when it opens if ACT rule is running

Mike

 

I'm inclined to agree; I've seen the same errors in the log from non ACT related Outlook crashes.

 

The entries in the error log have the same timestamp, but the order is:

 

1. Failed to get the Crawl Scope Manager with error=0x8001010d.

 

2. Failed to determine if the store is in the crawl scope (error=0x8001010d).

Jeff

Jeff Granger
UK ACT! Specialist and Trainer

ACT Training Throughout The UK
www. bigbluemarketing.co.uk
Platinum Elite Contributor
Posts: 14,384
Country: Australia

Re: Outlook crashes when it opens if ACT rule is running

If there's no Outlook error before the Crawl Scope crash, it looks like Search is causing it... there are quite a few items on the web on this if you Google it.

 

If the Crawl Scope crash happens because Outlook has crashed, is there an Outlook Crash before it?