Outlook 2013 crashing - AFTER the fixed KB3097877 update installed

[gshaw]

Will be interesting to see what combination of updates are on the unaffected machines too if you get a moment

[stgoodyeara]

Im getting a mixture of these error messages with faulting modules ntldll.dll and stackhash.dll

 

Im just switching off hardware acceleration to see if that helps. Is anyone else experiencing the stackhash errors? Its really wide spread 75% of workstation opening word or powerpoint will get a "XXX has stopped working" with a faulting module of stackhash_XXX

 

is this as similar situation you guys are in, or am i barking up the wrong tree?

[LeMarchand]

Im getting a mixture of these error messages with faulting modules ntldll.dll and stackhash.dll

 

Im just switching off hardware acceleration to see if that helps. Is anyone else experiencing the stackhash errors? Its really wide spread 75% of workstation opening word or powerpoint will get a "XXX has stopped working" with a faulting module of stackhash_XXX

 

is this as similar situation you guys are in, or am i barking up the wrong tree?

 

Can't remember seeing the stackhash error, definitely getting the ntl one.

[LeMarchand]

@LeMarchand not the outcome we were hoping for. How about uninstalling KB3101488?

@gshaw - not installed, and not being offered via a manual Windows Update, either. Just installed as many updates as MS offered; still no joy.

 

List of updates attached.

InstalledUpdates.zip

[gshaw]

@LeMarchand @stgoodyeara

 

Just tried applying KB2975838 on a test VM after it seemed to help a couple of users... launched Outlook and boom... crashed again

 

Problem Event Name: APPCRASH

Application Name: OUTLOOK.EXE

Application Version: 15.0.4771.1000

Application Timestamp: 561cc988

Fault Module Name: StackHash_cee3

Fault Module Version: 6.1.7601.19045

Fault Module Timestamp: 56258e62

 

Will have to see what Patch Tuesday brings tomorrow...

[stgoodyeara]

we dont use outlook with our end users, we make them use the web version, saves having to port pst/ost files around in their roaming profiles. So ive not experienced this in outlook, but powerpoint and word will all through this error withing 40 seconds of starting it.

 

Interestingly if they close it and immediately re-open it it works fine.... then giving this error again at the save point. We've round that using F12 rather than the office button to be more reliable. Im convinced this issue is around these sorts of pages (anything with a side menu:

 

Edited December 8, 2015 by stgoodyeara

[burgemaster]

Ive not seen to many that address office applications crashing, this one could be interesting:

https://support.microsoft.com/en-gb/kb/3114346

•When you use custom add-ins in Office 2013 applications, Office 2013 applications may crash.

[stgoodyeara]

I've used office group policies to disable all add ins made no difference to my errors

[burgemaster]

Just noticed it only applies to home/student anyhow. We only have 2 new required updates in total! one definition update for office 2013/2016 and one for win764bit and that has no description yet or anything on google...

https://support.microsoft.com/en-gb/kb/3112148

 

edit: ignore that we have 14 that were auto approved

 

https://support.microsoft.com/en-gb/kb/3114349

•Outlook crashes frequently after update 3101488 is installed.

Edited December 8, 2015 by burgemaster

[gshaw]

KB3114349 sounds promising, perhaps a reworked version of the previous KB2975838 patch that didn't make it onto WSUS. Will see how it goes...

[LeMarchand]

Have just applied all the current updates to my test machine. Office hasn't crashed yet...

[LeMarchand]

Have just applied all the current updates to my test machine. Office hasn't crashed yet...

 

Lucky I said yet!

 

Actually, test machine is fine - others not. AAaaarrrgghhh!!

 

Going to see if the 2 have different updates tomorrow. Neither has 3114409.

[stgoodyeara]

Ive pushed all last nights updates today, and did see an improvements, from at least 50% errors to a small handful that seem to now be doing not responding, please wait while the program restarts type messages, what are different to what we had before.

[LeMarchand]

Ive pushed all last nights updates today, and did see an improvements, from at least 50% errors to a small handful that seem to now be doing not responding, please wait while the program restarts type messages, what are different to what we had before.

 

OK, as I'd gone to MS (rather than WSUS) on my test machine I figured I'd better try the same on all of them. The first one I looked at was already fully up to date, but decided it wasn't going to crash out in Office like it did last night. Unfortunately the suite was then swarmed by children, so I'll have to wait until later to investigate further. Some of the machines were already fully updated while others weren't. The stability of Office seemed better (as far as I could tell in the short time I had) but it was still crashing on some machines without any obvious pattern beyond that it only seems to be my spanking new suite that's affected even though there are scattered laptops with the same image.

[LeMarchand]

Logged on as a pupil on one of the "working" machines. Office crashed. Rebooted. Seems fine. Same trick on another machine: Office crashes. Still getting the ntdll in the logs.

[LeMarchand]

Anyone else using Avast? Found a forum post where people were having problems just opening an Office app when a certain version of Avast was in use.

[gshaw]

Nope, Sophos here

[mattgrimley]

It's taken me too long to find this thread.

"me too".

 

FIY, there are no issues on Windows 10 with Office 2016 (which has been my only recourse for the last month, but of course Capita aren't ready to support that yet).

 

For me, this problem applies to Windows 8.1 clients running Office 2013 (x86) and started during the second week of November.

 

 

Steps i've taken so far:

I've replaced my Windows 8.1 images with completely clean (latest available build).

Replaced my Office 2013 (x86) admin install.

Rebuild machines with very limited application assignments to eliminate as much as possible.

 

Finally, when I stripped all of the office updates out of WSUS and rebuilt 7 machines; No crashes in 2 days.

 

Last night, i told WSUS to go and get all of the updates again and 2 of the seven crashed today twice each.

 

I have about 58 Office related updates on those machines from approximately 1200 on the WSUS server, so i'm not gonna spend some time setting up different test groups in an attempt to narrow it down some.

 

 

I'll update if i find anything, but i've thought i've solved this so many times over the last month.. i'll need a few days testing before i have any confidence.

 

Matt

 

p.s. FYI, we use "Microsoft System Center Endpoint Protection 2012 R2" for av purposes.

Edited December 11, 2015 by mattgrimley

[LeMarchand]

Obviously not Avast, then!

[burgemaster]

Fully Patched and Outlook 2013 is still crashing.... ntdll still.

[LeMarchand]

Tried a repair installation yesterday - no good.

 

Going to try 2016 tomorrow (at a different site today).

[mattgrimley]

Yep, i'm still working on narrowing it down. I now have a list of 19 updates which when assigned are the difference between a crashing Office and a stable Office. Still narrowing down, but will update this thread if i get a clear winner!

 

Matt

[stgoodyeara]

@burgemaster same here. Also tried removing ALL WSUS updates on a test group. Still doing it.

 

Now considering a rushed Office 2016 implementation. Merry Christmas Microsoft.... Guess what ill be doing...

[mattgrimley]

@burgemaster same here. Also tried removing ALL WSUS updates on a test group. Still doing it.

 

Hey @stgoodyeara - can you clarify the steps you took there.. did you re-image without the updates or just unassign / uninstall them? I removed all Office updates from WSUS and my machines stopped crashing (but now you have me worried, so i'm redoing that step). Obviously that's not satisfactory as i am running a totally unpatched office on those clients then.

 

Office 2016 seems to work fine, but don't forget it isn't supported by Capita, so don't expect them to be to helpful if you have issues in SIMS.

 

Matt

[stgoodyeara]

Created a group in wsus and approved for removal all 9000 updates in the wsus install. That was 4 days ago still no sign of improvement