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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / CRM 2013 - Outlook crash
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CRM 2013 - Outlook crash

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Posted on by Extincted101 15

Hey all,

we have a lot of users who complain about Outlook just closing or crashing regularly. We suspect that the problem is in the crm 2013 for Outlook plug-in. Only users who have this plugin installed are complaining. 

our setup is as follows: 

CRM 2013 is installed on Windows Server 2008 R2 with IIS 7

Clients use Windows 10 with Office 2016/2019 and both 64-bit with Crm 2013 Outlook plug-in 

does someone know what could be the problem? 

we have tried to install the latest rollup (5), checked the config, register the DLL (some cases the event log pointed ntdll being the problem) 

  • Suggested answer
    Zenifer Profile Picture
    Zenifer 2 on at
    CRM 2013 - Outlook crash
    Hello Extincted101,

    I appreciate you for sharing the in details information regarding the operating system. Here are a few things to check for this issue:
    • Turn off the CRM add-in to see if the crashes continue.
    • Check for any conflicts with other Outlook plugins that might be causing the issue.
    • Temporarily disable antivirus software to see if it's the cause of the crash.
    Can you please share any specific error messages if you're getting during the crash for a better understanding.

    I found this resource related to your issue check if it can help you: Troubleshooting CRM Outlook Errors.

    Additionally, you may check this helpful article: Outlook Keeps Crashing - Here's How to Fix.

    Hope it helps!!
  • Suggested answer
    Bhartendu B Pandey Profile Picture
    Bhartendu B Pandey on at
    RE: CRM 2013 - Outlook crash

    Thank you for your reply . 

    This would then mean the CRM add in isnt causing any crash . I think with the information in hand it would be best to ask it on the Outlook forum suport .

    I could see some of the information mentioned as below

    https://answers.microsoft.com/en-us/msoffice/forum/msoffice_outlook-mso_win10-mso_o365b/outlook-crashes-with-fault-in-ntdlldll-but-the/80ee44ee-0694-4541-82ae-51119599e763

    Please mark my answer as verified if you found it helpful. Please let me know if you have any other questions around the above.

    Bhartendu Pandey

    Support Engineer - Customer Engagement- Dynamics CRM/PowerApps/Power Automate

    Microsoft

  • Extincted101 Profile Picture
    Extincted101 15 on at
    RE: CRM 2013 - Outlook crash

    When the plug-in is disabled Outlook keeps running properly

  • Suggested answer
    Bhartendu B Pandey Profile Picture
    Bhartendu B Pandey on at
    RE: CRM 2013 - Outlook crash

    Thank you for sharing the details . I wanted to Do we happen to see the behavior with the CRM add ins disabled?

    Please mark my answer as verified if you found it helpful. Please let me know if you have any other questions around the above.

    Bhartendu Pandey

    Support Engineer - Customer Engagement- Dynamics CRM/PowerApps/Power Automate

    Microsoft

  • Extincted101 Profile Picture
    Extincted101 15 on at
    RE: CRM 2013 - Outlook crash

    This is an error that we find on most PCs.

    Name of application: OUTLOOK.EXE, versie: 16.0.10374.20040, timestamp: 0x608a93d1 Name of module: ntdll.dll, version: 10.0.19041.964, timestamp: 0xbd2c3c23 Exceptioncode: 0xc0000409 Margin: 0x000000000008c57f Id of process with error: 0x3c44 Starttime: 0x01d7512e23e32435 Path to application: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE Path to module: C:\WINDOWS\SYSTEM32\ntdll.dll Report-id: 78a4c579-2f0a-4e70-ae6e-a98c9baa193e

  • Suggested answer
    Bhartendu B Pandey Profile Picture
    Bhartendu B Pandey on at
    RE: CRM 2013 - Outlook crash

    Hello ,

     

    Thank you for writing to us .

    I see we have the Outlook crashing . To investigate I wanted to understand the below

     

    Does the outlook crash if the CRM add in is disabled? - If it doesn’t then it is not related to CRM.

    What is the action users are performing when they see the outlook crashing? Is it always a common operation?

    Are we using any other plugins like CRM 2015 outlook or CRM 2016 outlook etc?

    I would recommend to check if we have any antivirus installed . Disable Antiviurs and check if we have a different behaviors.

     

    Sharing some links that can help in the investigation

     

    https://www.crmsoftwareblog.com/2015/03/troubleshooting-crm-outlook-errors/

     

    You can share the error messages we receive when we  observe the crash.

     

    Please mark my answer as verified if you found it helpful. Please let me know if you have any other questions around the above.

    Bhartendu Pandey

    Support Engineer - Customer Engagement- Dynamics CRM/PowerApps/Power Automate

    Microsoft

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