Outlook 2016 crashes when using the Endpoint Protection Add-in

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Article ID: 170414

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Microsoft Outlook 2016 may crash when using the Symantec Endpoint Protection (SEP) Outlook Scanner Add-in. Uninstalling or disabling the Symantec add-in resolves the symptoms.

An example of Application Error ID 1000 in Windows event log (details may vary):

Faulting application name: OUTLOOK.EXE, version: 16.0.8528.2139, time stamp: 0x59e046a3
Faulting module name: OUTLOOK.EXE, version: 16.0.8528.2139, time stamp: 0x59e046a3
Exception code: 0xc0000005
Fault offset: 0x000c2662
Faulting process id: 0x15ec
Faulting application start time: 0x01d34c526d64aeaf
Faulting application path: C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE
Faulting module path: C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE
Report Id: b4fe13c7-b845-11e7-8688-9453300cf0e4

Process dump analysis may reveal mso30win32client.dll or OUTLOOK.exe as the affected module.

Environment

Windows
Outlook 2016

Resolution

Microsoft has released KB4011570 for Outlook 2016 and KB4011282 for Outlook 2013, both of which address crashing behavior. Installing the applicable KB for your version of Outlook has been found to resolve the crashing behavior when the SEP Outlook add-in is installed. If you are experiencing the crash in Outlook, it is thus recommended that you download and install the appropriate KB for your version of Outlook, then verify no further crashing behavior is experienced.

If you are unable to apply the KB from Microsoft at this time, uninstalling or disabling the SEP Outlook Add-in has been confirmed as a work around for this issue.

Note (as describe in Microsoft articles) the above patches do NOT apply to Click-to-Run installations of Office or newer versions of Outlook. Reference the "File information" section at the bottom of the KS KB articles and Outook.exe version. In any case, please ensure that Office is up-to-date. Symantec is aware of similar crashes occurring in newer versions of Outlook and have been advising customers to consult with Microsoft technical support in these instances. Crashes may only occur when SEP add-in is enabled because this is when the related Microsoft API calls are being made. 

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