Microsoft Outlook Application Crash due to UCRTBASE.DLL

Anonymous

Windows 10 Build 2004

Outlook crashes intermittently and generates the following Application Event Log error.

Event 1000, Application Error (11:06AM, 12/7/2020) Faulting application name: OUTLOOK.EXE, version: 16.0.13426.20308, time stamp: 0x5fc6ea9b Faulting module name: ucrtbase.dll, version: 10.0.19041.546, time stamp: 0x73123758 Exception code: 0xc0000409 Fault offset: 0x0009edbb Faulting process id: 0x41c0 Faulting application start time: 0x01d6ccaedccaa9fa Faulting application path: C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE Faulting module path: C:\WINDOWS\System32\ucrtbase.dll Report Id: f8791f7b-faf7-452a-8ff2-7268662a6db2 Faulting package full name: Faulting package-relative application ID:

I have run SFC /SCANNOW

I have completely uninstalled and reinstalled Microsoft Office 365

Here are the properties of the failing file:

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69 answers

Anonymous

2021-01-18T13:58:15+00:00

Sophos have replied with following request:

1) Access the following folder: C:\Windows\System32\drivers\

    2) Rename hmpalert.sys to hmpalert.orig

    3) Reboot the computer.

    4) Test the issue and share result

    5) Revert the changes

    1) Access the following folder: C:\Windows\System32\

    2) Rename hmpalert.dll to hmpalert.orig

    3) Access the following folder:C:\Windows\SysWOW64\

    4) Rename hmpalert.dll to hmpalert.orig

    5) Reboot the computer

    6) Test the issue and share result

    7) Revert the changes

    1) Access the following folder: C:\Windows\System32\drivers\

    2) Rename savonaccess.sys to savonaccess.orig

    3) Reboot the computer.

    4) Test the issue and share result

    5) Revert the changes

Unfortunately, the crashes can go hours between occurences so thats a lot of reboots and waiting.
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Anonymous

2021-01-18T13:36:13+00:00

Latest test results with Sophos completely turned-off: no new crashes of Outlook.

I just created a support ticket by Sophos.

For the meantime I added

C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE

and

C:\WINDOWS\System32\ucrtbase.dll

to the Global Exclusion list within Sophos Central, hopefully to prevent our users from getting annoyed by sudden crashes of Outlook.

At Microsoft support's request I have completely uninstalled and reinstalled Sophos on the affected computers. Waiting to see if this actually resolves the issue, if not I will be implementing these exclusions myself.
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Anonymous

2021-01-17T19:21:59+00:00

Latest test results with Sophos completely turned-off: no new crashes of Outlook.

I just created a support ticket by Sophos.

For the meantime I added

C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE

and

C:\WINDOWS\System32\ucrtbase.dll

to the Global Exclusion list within Sophos Central, hopefully to prevent our users from getting annoyed by sudden crashes of Outlook.
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Anonymous

2021-01-15T20:52:19+00:00

Running Sophos Endpoint here as well. Out of 50 people, only 1 has indicated this is an issue. They are using spinning HDD.

I've tried installing the latest Visual C++ Redistributable, reinstalling Office 2016, and applying all Windows Updates/driver updates.

I will look into Sophos as well.
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Anonymous

2021-01-15T17:47:19+00:00

Sophos here as well. I will be interested in knowing if disabling Sophos resolves this. I will open a case with Sophos if we have some evidence that this may be the case.
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