Windows 7/Outlook/SBS2003 crashing issue

I have a client with a new Windows 7 laptop. Added it to his SBS2003 domain
via http://servername/connectcomputer, all seemed to work as normal.
Installed Office 2007 and SP2, setup Outlook for him, added his extra
mailboxes, all looked fine. After the weekend, he came in and was unable to
open Outlook, it crashed with an uninformative error. I narrowed the issue
down to communication with the server : with a clean Outlook profile, as soon
as I put in a server name and clicked Check Name, Outlook would crash.
Resolved this temporarily by doing a system restore back to before installing
Office, reinstalled it, set Outlook up again, all seemed well. For 3 days.
Now this has recurred again, and I'd like some help in resolving it
permanently.

I have seen this on one other site, client running Windows 7 on a SBS2003
domain, with Outlook 2003. I worked around the issue in that case by setting
him up with a POP account to the server, as he wasn't making use of a lot of
the extra functionality, he was happy with that. This is not an appropriate
solution for my current client.

The error in the event log:

Faulting application name: OUTLOOK.EXE, version: 12.0.4518.1014, time stamp:
0x4542840f
Faulting module name: ntdll.dll, version: 6.1.7600.16385, time stamp:
0x4a5bdadb
Exception code: 0xc0000005
Fault offset: 0x0005205b
Faulting process id: 0xe9c
Faulting application start time: 0x01caa84f964cc7c5
Faulting application path: C:\Program Files\Microsoft
Office\Office12\OUTLOOK.EXE
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll

I've not been able to find any reference to any similar error online, and
would greatly appreciate any help.

That's Definitely Odd

Since it sounds like you are a IT Consultant.
I'd Post the question in the partner group.
http://social.microsoft.com/Forums/e...utlook/threads

Russ

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"Nigel Benfell" <Nigel > wrote in message
news:7FF07F5F-27A6-4007-9C8C-...
> I have a client with a new Windows 7 laptop. Added it to his SBS2003
> domain
> via http://servername/connectcomputer, all seemed to work as normal.
> Installed Office 2007 and SP2, setup Outlook for him, added his extra
> mailboxes, all looked fine. After the weekend, he came in and was unable
> to
> open Outlook, it crashed with an uninformative error. I narrowed the
> issue
> down to communication with the server : with a clean Outlook profile, as
> soon
> as I put in a server name and clicked Check Name, Outlook would crash.
> Resolved this temporarily by doing a system restore back to before
> installing
> Office, reinstalled it, set Outlook up again, all seemed well. For 3
> days.
> Now this has recurred again, and I'd like some help in resolving it
> permanently.
>
> I have seen this on one other site, client running Windows 7 on a SBS2003
> domain, with Outlook 2003. I worked around the issue in that case by
> setting
> him up with a POP account to the server, as he wasn't making use of a lot
> of
> the extra functionality, he was happy with that. This is not an
> appropriate
> solution for my current client.
>
> The error in the event log:
>
> Faulting application name: OUTLOOK.EXE, version: 12.0.4518.1014, time
> stamp:
> 0x4542840f
> Faulting module name: ntdll.dll, version: 6.1.7600.16385, time stamp:
> 0x4a5bdadb
> Exception code: 0xc0000005
> Fault offset: 0x0005205b
> Faulting process id: 0xe9c
> Faulting application start time: 0x01caa84f964cc7c5
> Faulting application path: C:\Program Files\Microsoft
> Office\Office12\OUTLOOK.EXE
> Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
>
> I've not been able to find any reference to any similar error online, and
> would greatly appreciate any help.
>

Nigel Benfell wrote:
> I have a client with a new Windows 7 laptop. Added it to his SBS2003 domain
> via http://servername/connectcomputer, all seemed to work as normal.
> Installed Office 2007 and SP2, setup Outlook for him, added his extra
> mailboxes, all looked fine. After the weekend, he came in and was unable to
> open Outlook, it crashed with an uninformative error. I narrowed the issue
> down to communication with the server : with a clean Outlook profile, as soon
> as I put in a server name and clicked Check Name, Outlook would crash.
> Resolved this temporarily by doing a system restore back to before installing
> Office, reinstalled it, set Outlook up again, all seemed well. For 3 days.
> Now this has recurred again, and I'd like some help in resolving it
> permanently.
>
> I have seen this on one other site, client running Windows 7 on a SBS2003
> domain, with Outlook 2003. I worked around the issue in that case by setting
> him up with a POP account to the server, as he wasn't making use of a lot of
> the extra functionality, he was happy with that. This is not an appropriate
> solution for my current client.
>
> The error in the event log:
>
> Faulting application name: OUTLOOK.EXE, version: 12.0.4518.1014, time stamp:
> 0x4542840f
> Faulting module name: ntdll.dll, version: 6.1.7600.16385, time stamp:
> 0x4a5bdadb
> Exception code: 0xc0000005
> Fault offset: 0x0005205b
> Faulting process id: 0xe9c
> Faulting application start time: 0x01caa84f964cc7c5
> Faulting application path: C:\Program Files\Microsoft
> Office\Office12\OUTLOOK.EXE
> Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
>
> I've not been able to find any reference to any similar error online, and
> would greatly appreciate any help.
>
>
I'm just guessing here but I'd start by insuring that the bios is up to
date and the nic cards are flashed.

I've never seen this on my setup for what it's worth.

Hello Nigel,

Thanks for your post and others' input.

Generally I also agree that it is an odd issue since it will occurs when trying to resolve the user's recipient from Exchange/GC server. As supplement, there is a known
compatibility issue that you may have a look at:

Windows Small Business Server 2003: Windows 7, Windows Vista and Outlook 2007 compatibility update
http://support.microsoft.com/kb/926505

After the above steps, please use the Outlook "Connection Status" and "Test E-mail AutoConfiguration" feature to confirm this issue again. E.g. you can see at which step
Outlook begin to hang if you click Reconnect button and reconnect AD and Exchange server.

Little known Outlook feature - Hold down [Ctrl], right click on tray icon - "Connection Status" appears
http://blog.tiensivu.com/aaron/archi...s-appears.html

Please also make sure both Windows 7 client and SBS server has applied the latest Service Pack and updates.

Hope this helps.



Best regards,
Robbin Meng(MSFT)
Microsoft Online Newsgroup Support

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Hi Robbin,

Thanks for the info. KB926505 has been on the server since it was released,
as the domain has several Vista clients. Starting Outlook with /rpcdiag is
unhelpful, as it is usually still blank when Outlook crashes. On the odd
occasion where it wasn't, it had two lines saying connecting. During testing
this morning, I have had occasional errors mentioning the NTDSAPI.dll cannot
be found, when it does this it will display the list of folders before
crashing, it doesn't usually get this far. NTDSAPI.DLL is quite happily
sitting in windows\system32 where it belongs, however.

I have also found that if I start in Safe Mode with Networking, it works
fine. If I stop all the processes/services after booting normally that don't
run in safe mode, it still crashes. There are 4 services that can't be
stopped normally, Security Account Manager, Group Policy Client, Task
Scheduler, and Application Information. Disabled SAM and AI, edited the
registry to disable GPC and TS, restarted, Outlook still crashed and a number
of other things didn't work properly, reversed those changes.

The server and the client are both completely up to date with service packs
and Windows Updates.

Any other ideas?

Regards,

Nigel

""Robbin Meng [MSFT]"" wrote:

>
> Hello Nigel,
>
> Thanks for your post and others' input.
>
> Generally I also agree that it is an odd issue since it will occurs when trying to resolve the user's recipient from Exchange/GC server. As supplement, there is a known
> compatibility issue that you may have a look at:
>
> Windows Small Business Server 2003: Windows 7, Windows Vista and Outlook 2007 compatibility update
> http://support.microsoft.com/kb/926505
>
> After the above steps, please use the Outlook "Connection Status" and "Test E-mail AutoConfiguration" feature to confirm this issue again. E.g. you can see at which step
> Outlook begin to hang if you click Reconnect button and reconnect AD and Exchange server.
>
> Little known Outlook feature - Hold down [Ctrl], right click on tray icon - "Connection Status" appears
> http://blog.tiensivu.com/aaron/archi...s-appears.html
>
> Please also make sure both Windows 7 client and SBS server has applied the latest Service Pack and updates.
>
> Hope this helps.
>
>
>
> Best regards,
> Robbin Meng(MSFT)
> Microsoft Online Newsgroup Support
>
> ================================================== ================
> Please post your SBS 2008 related questions to the SBS newsgroup on Connect website:
> https://connect.microsoft.com/sbs08/...i/default.aspx
>
> Please post your EBS related questions to the EBS newsgroup on Connect website:
> https://connect.microsoft.com/ebs08/...i/default.aspx
>
> If you want to use a newsreader other than a web forum to access these newsgroups,
> please refer to the following blog to apply NNTP password and configure a newsreader:
> http://msmvps.com/blogs/bradley/arch...ewsgroups.aspx
> ================================================== ================
> 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.
> ================================================== ================
>
>
>
> .
>

Hi Nigel,

Thanks for your update.

Based on your tests, since it works fine under Safe Mode with Networking, it seems the Outlook dll files are conflict with other 3rd party processes or services that caused the
crash. Let's try a Clean Boot to narrow down the root cause this time.


Clean boot
=================
Let's disable all startup items and third party services when booting. This method will help us determine if this issue is caused by a loading program or service. Please
perform the following steps:

1. Click the Start Button type "msconfig" (without quotation marks) in the Start Search box, and then press Enter.
Note: If prompted, please click Continue on the User Account Control (UAC) window.

2. Click the "Services" tab, check the "Hide All Microsoft Services" box and click "Disable All" (if it is not gray).
3. Click the "Startup" tab, click "Disable All" and click "OK".

Then, restart the computer. When the "System Configuration Utility" window appears, please check the "Don't show this message or launch the System Configuration Utility
when Windows starts" box and click OK.

Please test this issue in the Clean Boot environment, if the issue disappears in the Clean Boot environment, we can use a 50/50 approach to quickly narrow down which entry
is causing the issue.

For more information about this step, please refer to the following KB article:

How to troubleshoot a problem by performing a clean boot in Windows Vista (it can be used for Windows 7 too)
http://support.microsoft.com//kb/929135

Please have a try.



Best regards,
Robbin Meng(MSFT)
Microsoft Online Newsgroup Support

================================================== ================
Please post your SBS 2008 related questions to the SBS newsgroup on Connect website:
https://connect.microsoft.com/sbs08/...i/default.aspx

Please post your EBS related questions to the EBS newsgroup on Connect website:
https://connect.microsoft.com/ebs08/...i/default.aspx

If you want to use a newsreader other than a web forum to access these newsgroups,
please refer to the following blog to apply NNTP password and configure a newsreader:
http://msmvps.com/blogs/bradley/arch...ewsgroups.aspx
================================================== ================
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.
================================================== ================

Oddly, this did help narrow it down. I say oddly, because I thought I'd
replicated this by stopping services/killing processes when trying to get the
same level of services running as safe mode with networking. After much
renabling, rebooting, and testing, it appears to have been the Pest Patrol
component of CA's Etrust Integrated Threat Management product causing the
issue. I have left it disabled for now and will contact CA regarding a fix.
Thank you for your help.

Nigel

Hi Nigel,

Glad to know the information was helpful and you find a work round. You are welcome.

Actually we are on the same track, "Clean Boot" does the similar job as you did but just in a more " systemic" way : )

Please do not hesitate to post back if there is positive feedback from CA or if you need any further assistance from me.

Have a good day.



Best regards,
Robbin Meng(MSFT)
Microsoft Online Newsgroup Support

Hello Nigel,

Microsoft does have an official Windows 7 Support Forum located here Windows 7 IT Pro Category . It is supported by product specialists as well as engineers and support teams. You may want to check the threads available there for additional assitance and support.

John M
Microsoft Windows Client Team

I've just had the same problem and disabling PP fixed it. Did you get a fix from CA?