Outlook 12 Crashes when attempt to Create New Mail

[BSc Chem Eng Rick]

Hi,

Recently I have started experiencing a really strange problem. Outlook 12
crashes when I try to create a new mail. it seems that the shared mso.dll is
the guilty party. The details of the error are as follows:

Event ID:1000

Description:
Faulting application outlook.exe, version 12.0.6423.1000, stamp 49b08185,
faulting module mso.dll, version 12.0.6425.1000, stamp 49d65443, debug? 0,
fault address 0x0019dc71.

I tried the following:
1. Run office diagnostics and update (no luck)
2. Reset toolbars by renaming outcmd.dat to outcmd.old (no luck)
3. Opened outlook in safe mode (works perfectly but not a permanent solution)
4. Installed Office 12 SP2 from MSOffice website (did not fix the problem)
5. Tryed disabling each COM add-in to locate the problem, and this is where
it gets interesting:
Long story short, regardless of the add-in disabled, things work fine after
I close the add-in manager. So I restart outlook, and it still crashes with a
new mail, I then simply open add-in manager (Tools --> Trust Centre -->
Add-ins --> Go) and then close it again and everything works fine until I
restart Outlook.

I've trauled the net for people who have had similar issues as well as for
mso.dll updates but no luck. This is my last resort.

 

[Roady [MVP]]

Locate your extend.dat file and rename it to .old
See http://www.msoutlook.info/question/19

 

[BSc Chem Eng Rick]

Thanks Roady
I've tried your suggestion. It doesn't fix the problem. The workaround still
works.
Also when I go back to the location of extend.dat, extend.old is there but a
new extend.dat file has appeared, is this supposed to happen?

 

[Roady [MVP]]

That is supposed to happen indeed.

Which add-ins do you have installed?
If you disable them all, does it solve the issue then?
See http://www.msoutlook.info/question/88

 

[BSc Chem Eng Rick]

Hi Roady

I have located the troublesome Add-in:
"eDataSecurity Outlook Add-in" which comes preinstalled on all Acer
computers. Disabling this add-in resolves the issue. I would like to
understand why this has only now become an issue when everything was working
fine previously but I am fast realising that "understanding" in the relm of
software is a very loosly used term.

Many thanks for your guidance.

 

[Roady [MVP]]

You're welcome!

It often depends on how the software is programmed and what it does and if
it gets updated when needed (because of changes made to Outlook via an
update or a Service Pack for example). Some add-ins simply don't play nice
to begin with or could act up when another add-in is installed and conflict
with each other.

That said, this particular add-in is quite known to cause issues and even
corruptions to the default Outlook installation files in order to get itself
to work. It could be that a later update restored the modified file and
changed it back to the proper one.