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Lync, Skype for Business, or Outlook 2016 or 2013 Crash

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Symptoms

After you install either the April 2016 or May 2016 updates for Microsoft Office 2016 or Office 2013, you may experience random crashes of Microsoft Skype for Business 2016, Lync 2013, Outlook 2016 or Outlook 2013. When this issue occurs, you may find an Application Error that resembles the following in the Application event log on the affected computer:
Log Name: Application
Source: Application Error
Date: date time
Event ID: 1000
Task Category: Application Crashing Events
Level: Error
Keywords: Classic
User: N/A
Description:
Faulting application name: lync.exe, version: 15.0.4805.1000, time stamp: 0x56b99a83
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x16aeb4e8
Faulting process id: 0x13f4
Faulting application start time: 0x01d195c6a5a21379
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\lync.exe
Faulting module path: unknown
Report Id: report_ID
Faulting package full name: %14
Faulting package-relative application ID: %15


Note If you review the events in the Application event log on the affected computer, you may find any of the following crash signatures for Event ID 1000.

Application NameApplication versionModule nameModule versionOffset
Lync.exe15.0.4805.1000Ntdll.dll6.1.7601.191600x0003dae8
Lync.exe15.0.4805.1000Ntdll.dll6.1.7601.233920xC0000005
Lync.exe15.0.4809.1000Ntdll.dll10.0.10240.166830x00055425
Outlook.exe15.0.4815.1000Ntdll.dll6.3.9600.182580x0001DD93
Outlook.exe15.0.4815.1000Ntdll.dll10.0.10240.166830x00055425
ucmapi.exe15.0.4805.1000Ntdll.dll6.3.9600.182580x0001dd93
ucmapi.exe15.0.4805.1000Ntdll.dll10.0.10240.166830x000540ca
Lync.exe16.0.4363.1000Ntdll.dll10.0.10586.306000000000002fd74
Lync.exe16.0.4351.1000Ntdll.dll6.3.9600.182330001dd93
Outlook.exe16.0.4378.1000Ntdll.dll10.0.14355.1000000000000000e12f
Outlook.exe16.0.4366.1000Ntdll.dll6.3.9600.177360001df63
ucmapi.exe16.0.4366.1000Ntdll.dll10.0.10586.306000000000002fe34
ucmapi.exe16.0.4366.1000Ntdll.dll6.3.9600.1823300034c50
Note The Application version, Module version and Offset may vary.

If you have not yet scanned Lync (Skype for Business) and Outlook by using the Office Configuration Analyzer Tool (OffCAT), you can do so to help determine whether you are affected by this issue. You can download and install OffCAT from the Microsoft Download Center:

https://www.microsoft.com/download/details.aspx?id=36852


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Resolution

To fix this issue, follow the steps for your Office version and installation type. See the 'More Information' section to determine whether your Office installation is Click-to-Run or MSI-based.

Office 2016:

MSI-based Installations:

To fix this issue, install the June 7, 2016, update for Outlook 2016. For information about this update, click the following article number to view the article in the Microsoft Knowledge Base:

3115147  June 7, 2016, update for Outlook 2016 (KB3115147)


Office 2013:

Click-to-Run based Installations:

To fix this issue, make sure that your Office 2013 Click-to-Run installation is at version 15.0.4815.1002 or a later version. If it is not at this version or a later version, update your Office 2013 installation. To do this, follow these steps.

  1. Open any Office application, such as Outlook or Word.
  2. Click File, and then click Office Account or Account.
  3. View the Version that is listed under Office Updates.
  4. If the version is not at 15.0.4815.1002 or a later version, click Update Options, and then click Update Now.

    Note If you had previously disabled updates, click Enable updates after you click Update Options, and then click Update Now.

For more information about Click-to-Run for Office 2013, see the following article: Update Office 2013 or Office 365


MSI-based Installations:

To fix this issue, install the May 3, 2016, update for Outlook 2013. For information about this update, click the following article number to view the article in the Microsoft Knowledge Base:

3115031 May 3, 2016, update for Outlook 2013 (KB3115031)

Note If you had previously followed the workaround to disable MSOAuth, remove the MsoAuthDisabled registry data after you have installed the this update to resolve this issue.


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Workaround

If you are running Office 2016, you can work around the issue by following the steps in method 1. If you can't install the appropriate update that's mentioned in the 'Resolution' section for Office 2013 to fix this issue, you can work around the issue by using one of the following methods:

Method 1: Uninstall the relevant update(s)

Follow the steps to uninstall the relevant updates based on your Office installation type and version. See the 'More Information' section to determine whether your Office installation is Click-to-Run or MSI-based.

MSI-based Installations:

Office 2016:
Uninstall the April 5, 2016, and May 3, 2016 updates for Outlook 2016 and Office 2016 by following the steps in the 'How to uninstall this update' section of the following articles:

3115101 May 3, 2016, update for Outlook 2016 (KB3115101)

3115096 May 3, 2016, update for Office 2016 (KB3115096)

3114972 April 5, 2016, update for Outlook 2016 (KB3114972)

3114970 April 5, 2016, update for Office 2016 (KB3114970)


Office 2013:
Uninstall the April 5, 2016, update for Outlook 2013 and the April 5, 2016, update for Office 2013 by following the steps in the 'How to uninstall this update' section of the following articles:

3114941  April 5, 2016, update for Office Outlook (KB3114941)

3114928 April 5, 2016, update for Office 2013 (KB3114928)


Click-to-Run based Installations:

Office 2016:
Revert to the March 2016 version of Office 2016 by following the steps in the following article in the Microsoft Knowledge Base:

2770432  How to revert to an earlier version of Office 2013 or Office 2016 Click-to-Run

For more information about Click-to-Run based installations of Office 2016, see the following article:

https://technet.microsoft.com/library/mt592918.aspx



Office 2013:
Revert to the March 2016 version of Office 2013 by following the steps in the following article in the Microsoft Knowledge Base:

2770432 How to revert to an earlier version of Office 2013 or Office 2016 Click-to-Run

For more information about Click-to-Run based installations of Office 2013, see the following article:

https://support.microsoft.com/en-us/gp/office-2013-365-update



Method 2: Disable MSOAuth (Office 2013 only)

Disable MSOAuth in Outlook 2013 by following these steps:

  1. Exit Outlook.
  2. Start Registry Editor. To do this, use one of the following procedures, as appropriate for your version of Windows.
    • Windows 10, Windows 8.1 and Windows 8: Press Windows Key + R to open a Run dialog box. Type regedit.exe and then press OK.
    • Windows 7: Click Start, type regedit.exe in the search box, and then press Enter.

  3. Locate and select the following key in the registry.

    HKEY_CURRENT_USER\Software\Microsoft\Exchange
  4. After you select the key that was specified in step 3, click the Edit menu, point to New, then select DWORD Value.
  5. Type MsoAuthDisabled, and then press Enter.
  6. Right-click MsoAuthDisabled, and then click Modify.
  7. In the Value data box, type 1, and then click OK.
  8. Exit Registry Editor.
  9. Start Outlook.

Notes:
  • This method is only applicable to Outlook 2013. You cannot use the MsoAuthDisabled registry data for Outlook 2016.
  • After you disable MSOAuth, you may be prompted for credentials when you start Outlook or Skype for Business.
  • Remove the MsoAuthDisabled registry data after you have installed the appropriate update in the Resolution section to resolve this issue.

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More Information

You can follow these steps to review the Application event log:
  1. In Control Panel, open Administrative Tools.
  2. Double-click Event Viewer.
  3. In the left pane, select Application under Windows Logs.
  4. In the Actions pane, click Filter Current Log.
  5. In the Filter Current Log dialog box, enter 1000 (as shown in the following figure) and then click OK.
    enter 1000 (as shown in the following figure) and then click OK
     

To determine whether your Office installation is Click-to-Run or MSI-based, follow these steps:
  1. Start an Office application, such as Outlook or Word.
  2. On the File menu, click Office Account or Account.
  3. For Office Click-to-Run installations, an Update Options item is displayed. For MSI-based installations, the Update Options item is not displayed.

    Update Options

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Keywords: kb, kbsurveynew, kbqfe

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Article Info
Article ID : 3158521
Revision : 4
Created on : 8/20/2020
Published on : 8/20/2020
Exists online : False
Views : 506