Select the Don't ask me about this website again checkbox, and then select Allow. Run the recovery assistant if you've tried all of the preceding steps and Outlook is still crashing or hanging. This step creates detailed information about your Outlook configuration and provides solutions for any known issues that are detected. It also gives you the option to upload your results to Microsoft so that a support engineer can review them. Go to Outlook Advanced Diagnostics.
SaRA will run a set of diagnostic checks, and then return some possible solutions for you to try to fix Outlook connectivity issues. If none of the solutions works, you can use the option to upload your results to Microsoft, or go to Microsoft Community to request help. Need more help? Expand your skills. Get new features first. Was this information helpful? Yes No. The only difference with my issues was I could open PDFs in safe mode.
Our issue boiled down to our AV. My organization uses Vipre for our Anti-Virus protection. We manage our users through a management console which different policies can be configured. There are 3 levels of protection Vipre Endpoint Security that are on by default:. Within the Active Protection, there are close to extensions Vipre scans for. One of these extensions is PDF. I added PDF to the exclusion list.
I tested Outlook after this change and still crashed the application. Email Protection was then disabled completely. After a restart of Outlook, the PDF was able to be opened and previewed within the Outlook preview pane. I tested on different user laptops to verify my updates to the AV policy.
This explains why Intermedia could not reproduce the issue. It also explains why all other mail clients worked, such as webmail, Outlook for Android, Mail for iPhone, etc. Thanks for reaching out about this issue.
Just wanted to let you know that I've forwarded this concern to our support lead and will let you know as soon as I have an answer. Stay tuned. In the meantime, don't hesitate to reach out if you have any other questions or concerns. Regarding the problematic registry, do you happen to remember which registry it was exactly and did you delete those entries? One of our user is experiencing similar issue with one pdf attachment that our billing dept sends. He can open other pdf attachments without any issue just this one attachment is crashing out Outlook.
So far disabling VIPRE email security is on the bottom of the list as we would like to have the email security enabled if possible. I am pretty sure I documented it somewhere I will look it up in the morning when I am back in the office. In my case, it was not the AV Kaspersky but it was the first thing I suspected as well.
It is easy to confirm though if it is the AV:. Temporarily uninstall the AV completely from the machine in question and reboot - don't change anything else. Re-install your AV program. Since you mention that you are using PDF Exchange viewer, what version is it? Again, easy test. If it is the PDF Exchange viewer, uninstall it and run a registry cleaner if you have one. Just re-reading your post What happens if you save the attachment and open it from the hard drive instead of from the email?
When opening a PDF file from an email attachment directly , Outlook freezes not responding and needs to be force-closed and re-opened. The only way I found it to be working is going into OWA and downloading the attachment or forwarding to another user. Did some more testing last night and found out myself and another user running Outlook like the problematic user were also experiencing the same issues as above.
Anyway, cannot find what I thought I had kept somewhere. So I re-created the problem thinking I can 'easily' spot the same thing a second time Anyway, there was entries in the registry that seemed fishy and I had traced them back to the PDF Exchange viewer application. Even though it was NOT the default viewer for PDF files, somehow there were some entries that did not look right - I just can't get my memory to recall the specific keys I had spotted.
Removing the outdated version of PDF Exchange viewer and running a registry cleaner fixed the problem and when I installed the newer version on a few test machines, the problem did not come back.
Your user profile is a collection of settings that let you customize the computer appearance and performance. It contains settings for desktop backgrounds, screen savers, sound settings, and other features. User profiles help make sure that your personal preferences are used when you log on to Windows. To determine whether this problem is caused by a corrupted user profile, create a user profile to see whether the problem still occurs when you use the new profile.
To create a user profile, you must first create a user account. When the new account is created, a profile is also created. Swipe in from the right edge of the screen, and then tap Search. If you are using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and then select Search. Type Command Prompt in the search box, right-click Command Prompt , and then select Run as administrator. If you're prompted for an administrator password or for confirmation, type the password or provide confirmation.
You must have at least three user accounts on the computer to complete these steps. This includes the new account you just created. Log on as a user other than the user that you just created or the user that you want to copy files from. Select the View tab, and then select Show hidden files, folders, and drives. Clear the Hide protected operating system files check box, select Yes to confirm, and then select OK.
Open File Explorer. To do this, Swipe in from the right edge of the screen, and then tap Search. If you have email messages in an email program, you must import your email messages and addresses to the new user profile before you delete the old profile.
If everything is working correctly, you can now delete the old profile. If the information in this article does not help resolve your problem in Outlook , Outlook or Outlook , see the following resources for more information:. Skip to main content. This browser is no longer supported. Download Microsoft Edge More info. Contents Exit focus mode. Please rate your experience Yes No. Any additional feedback? Note This issue may occur for one or more of the reasons in this section.
To fix this issue, you may have to follow the troubleshooting steps in the Resolution section. To start the automated checks, follow these steps: Install the Outlook Advanced Diagnostics tool.
Select Run when you are prompted by your browser. In the report that's generated, review the items on the Issues found tab. For configuration details about Outlook, Windows, and your computer, review the settings on the Detailed View tab.
Note These steps are provided in a specific order based on commonality and complexity. Note The new folder will become a subfolder of the folder you select. Important When you change your antivirus settings, this may make your PC vulnerable to viral, fraudulent, or malicious attacks. Note If you also plan to perform file-level virus scanning of. Note For more information about performing a clean boot, see How to perform a clean boot in Windows. Note If you are prompted for an administrator password or for confirmation, type the password or provide confirmation.
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