A COM add-in can cause Outlook 2003 to quit unexpectedly (870553)

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Microsoft thanks you for taking the time to send us information about the program error that you just experienced. After investigating error reports provided by users like you, our engineers devised a workaround for this problem. This article contains information that may help you to avoid this problem in the future.

Error signature

This article describes a program error that can have the following error signature:

 Application name  Application version  Module name  Module version  Offset
 ----------------------------------------------------------------------------
 Outlook.exe       11.0.5510.0          Mso.dll      11.0.5606.0     0038cb3d

Additionally, other offsets are possible.

SYMPTOMS

When you work in Microsoft Office Outlook 2003, Outlook 2003 may quit unexpectedly, and you may receive an error message similar to the following:

Microsoft Office Outlook has encountered a problem and needs to close. We are sorry for the inconvenience.
Please tell Microsoft about this problem.
We have created an error report that you can send to help us improve Office Outlook. We will treat this report as confidential and anonymous.
To see what data this error report contains, click here.

Note To view the details of the error signature, click the link in the following text:

To see what data this error report contains, click here.

CAUSE

This problem may occur occasionally when an Outlook 2003 COM add-in releases memory in an unsupported manner that causes Microsoft Outlook to retain a reference to the released memory. Outlook may quit unexpectedly in the future when Outlook is trying to access the released memory.

Although this problem is not specific to any one COM add-in, we have confirmed that this problem can be caused by the COM add-in that is installed by Kingsoft Power Word 2002. This problem appears to be resolved in more recent versions of this add-in.

For more information about the Kingsoft Power Word add-in, see the following Kingsoft Web site:

http://www.iciba.com/

WORKAROUND

To work around this problem, remove any installed Outlook COM add-ins. To do this, follow these steps:

Start Outlook 2003.
On the Tools menu, click Options.
On the Other tab, do one of the following:
- Remove COM add-ins. To do this, follow these steps:
  1. Click Advanced Options.
  2. In the Advanced Options dialog box, click COM Add-ins.
  3. In the Add-Ins available list, click to clear the check box for any add-ins that are installed.
  4. Click OK to close the COM Add-Ins dialog box.
- Remove add-ins in the Add-In Manager. To do this, follow these steps:
  1. Click Add-In Manager.
  2. Click to clear the check box of any installed add-ins that are listed in the Add-In Manager dialog box.
  3. Click OK.
Click OK to close the Advanced Options dialog box.
Click OK to close the Options dialog box.

Notes

If you have multiple COM add-ins, and you want to determine the COM add-in that is causing the problem, use the previous steps to click to select a check box for one COM add-in. Then, use Outlook normally for several days.
If you do not experience the symptoms that are described in this article after you have used Outlook for several days, use the previous steps to select another COM add-in until you find the COM add-in that is causing Outlook to quit unexpectedly.
After you have determined the COM add-in that is causing the problem, contact the vendor for the COM add-in to determine whether an update is available

For information about how to contact the vendor for the COM add-in that is causing the problem, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and software vendor contact information, A-K

60781 Hardware and software vendor contact information, L-P

60782 Hardware and software vendor contact information, Q-Z

MORE INFORMATION

The Office Error Reporting dialog box appears when an error occurs that causes a fatal event in the program. The dialog box includes a button to send the information about the fatal event to Microsoft. Microsoft gathers information about these types of events in a database to try to identify the cause. For more information about the Microsoft Data Collection Policy, visit the following Microsoft Web site:

http://oca.microsoft.com/en/dcp20.asp

For more information, click the following article numbers to view the articles in the Microsoft Knowledge Base:

283768 Description of the end user privacy policy in application error reporting when you are using Office

289508 How to view error signatures if an Office program experiences a serious error and quits