Good Morning,

     I was wondering if anyone had an explanation for why Microsoft Updates break IMAP connections in Outlook 2010 every month? It is not always the same KB, but it is always an update titled "Update for Microsoft Outlook 2010". This month (April) was KB2965295. Our environment is described below;

-Windows 7 Enterprise x64

-Microsoft Office 2010 Professional Plus (32-bit)

-Each user has 2 mailboxes. An Exchange Account for email and an IMAP account that connects to our Cisco Unity Voicemail Server.

After the updates gets installed, whenever a user attempts to open their IMAP account Outlook crashes and provides no error code.

• Edited by Andrew Trnka Tuesday, April 28, 2015 2:00 PM

Thank you for your help. Uninstalling the updates does resolve the issue, but we would like to reap the benefits of the updates.

Here is the event summary;

Faulting application name: OUTLOOK.EXE, version: 14.0.7147.5001, time stamp: 0x5512c64b

Faulting module name: pstprx32.dll, version: 14.0.7147.5000, time stamp: 0x5509dcee

Exception code: 0xc0000005

Fault offset: 0x0000000000030b8c

Faulting process id: 0xbfc

Faulting application start time: 0x01d08350d7dfc937

Faulting application path: C:\Program Files\Microsoft Office\Office14\OUTLOOK.EXE

Faulting module path: C:\Program Files\Microsoft Office\Office14\pstprx32.dll

Report Id: d690d4ec-ef44-11e4-b19a-005056c00008

I am not able to email the DMP file as it is too large. Can you send me an FTP link?

• Edited by Andrew Trnka Thursday, April 30, 2015 2:41 PM

Hi Andrew:

Thanks for the update.

1. For thedump file, Do you mind opening a public share with a network drive? Like Onedrive, then mail the download link to me? (Keep tread url or tittle as the mail
subject).

2. After checking the Event log you provided, some people mentioned shared calendar or iCalendar. I wonder if you have them associate with the IMAP account.  OffCAT scan result will be very helpful for determine that.

Please help me with above information. Thanks for your understanding.

• Edited by Chloe WangMicrosoft employee, Moderator 23 hours 8 minutes ago

Hi Andrew:

Thanks for the update.

1. For thedump file, Do you mind opening a public share with a network drive? Like Onedrive, then mail the download link to me? (Keep tread url or tittle as the mail
subject).

2. After checking the Event log you provided, some people mentioned shared calendar or iCalendar. I wonder if you have them associate with the IMAP account.  OffCAT scan result will be very helpful for determine that.

Please help me with above information. Thanks for your understanding.

• Edited by Chloe WangMicrosoft employee, Moderator Tuesday, May 05, 2015 8:25 AM

Our firewall blocks OneDrive, Box etc. We do not have shared calendars (or any calendars) associated with the IMAP accounts, only Exchange.

I am having the same issues. It occurs when I have unity voicemail setup as IMAP.  Removing the updates resolves the issue but as you stated we do not get the benefits of the updates.  I did an OFCAT and nothing major showed. I disabled one add on and installed two suggested fixes but still no luck. 

Chloe, I would be willing to provide a dump report via dropbox.   This might be helpful for Andrew since that is blocked by the firewall. Please let me know if I should do so.

Yes please, thank you.

OffCAT just threw a notification for me, it looks like it directs to the KB Microsoft created for this issue. There is nothing too useful there at the time of this post, but something to keep an eye on.

https://support.microsoft.com/en-us/kb/3061014

Add KB3054881 to the list of updates hat breaks IMAP.

Microsoft, an update on the situation would be appreciated.

Hi Andrew:

Could you help to provide more information below:

1. Errors in Events log when Outlook crashing.

2. Follow this article for a full crash troubleshooting step, see what the result is and share the report file generated in the first step with Email: ibsofc@microsoft.com (Keep the thread url or tittle as the mail subject)

3. Use perfmon.exe to monitor the computer performance while you are lunching to Outlook

• Choose your review type as report
• Click add button add following counters

Memory-> Available Mbytes

PhysicalDisk -> Disk Bytes/sec

IPv4->Datagrams/sec

IPv6->Datagrams/sec

• After above steps done, lunch to Outlook to see if there any spikes. Let me know which counter increased enormously

4. What is your IMAP account? Is it Gmail? Or other mail?

5. What is the symptoms, is Outlook just restarting itself or stop responding?

Meanwhile, I will collect affected user among forum see how many user has been affected to decide what should be taken next. However as mentioned before, Dump file will be the most efficient way to check this kind of issue, thats why I recommended you to contact our premier support on this.

Thank you for your understanding.

Hi Andrew:

Could you help to provide more information below:

1. Errors in Events log when Outlook crashing.

2. Follow this article for a full crash troubleshooting step, see what the result is and share the report file generated in the first step with Email: ibsofc@microsoft.com (Keep the thread url or tittle as the mail subject)

3. Use perfmon.exe to monitor the computer performance while you are lunching to Outlook

• Choose your review type as report
• Click add button add following counters

Memory-> Available Mbytes

PhysicalDisk -> Disk Bytes/sec

IPv4->Datagrams/sec

IPv6->Datagrams/sec

• After above steps done, lunch to Outlook to see if      there any spikes. Let me know which counter increased enormously

4. What is your IMAP account? Is it Gmail? Or other mail?

5. What is the symptoms, is Outlook just restarting itself or stop responding?

Meanwhile, I will collect affected user among forum see how many user has been affected to decide what should be taken next. However as mentioned before, Dump file will be the most efficient way to check this kind of issue, thats why I recommended you to contact our premier support on this.

Thank you for your understanding.

• Edited by Chloe WangMicrosoft employee, Moderator 19 hours 15 minutes ago

Hi Andrew:

Could you help to provide more information below:

1. Errors in Events log when Outlook crashing.

2. Follow this article for a full crash troubleshooting step, see what the result is and share the report file generated in the first step with Email: ibsofc@microsoft.com (Keep the thread url or tittle as the mail subject)

3. Use perfmon.exe to monitor the computer performance while you are lunching to Outlook

• Choose your review type as report
• Click add button add following counters

Memory-> Available Mbytes

PhysicalDisk -> Disk Bytes/sec

IPv4->Datagrams/sec

IPv6->Datagrams/sec

• After above steps done, lunch to Outlook to see if      there any spikes. Let me know which counter increased enormously

4. What is your IMAP account? Is it Gmail? Or other mail?

5. What is the symptoms, is Outlook just restarting itself or stop responding?

Meanwhile, I will collect affected user among forum see how many user has been affected to decide what should be taken next. However as mentioned before, Dump file will be the most efficient way to check this kind of issue, thats why I recommended you to contact our premier support on this.

Thank you for your understanding.

• Edited by Chloe WangMicrosoft employee, Moderator Thursday, June 25, 2015 12:14 PM

All Outlook updates released this year cause Outlook to crash when IMAP is in place.  The only temp resolution is to not deploy any Outlook updates. I opened an SR with Microsoft this week and will update you with the resolution. 

• Edited by badjad 17 hours 0 minutes ago

All Outlook updates released this year cause Outlook to crash when IMAP is in place.  The only temp resolution is to not deploy any Outlook updates. I opened an SR with Microsoft this week and will update you with the resolution. 

• Edited by badjad Thursday, June 25, 2015 2:29 PM

All Outlook updates released this year cause Outlook to crash when IMAP is in place.  The only temp resolution is to not deploy any Outlook updates. I opened an SR with Microsoft this week and will update you with the resolution. 

Here is the link to the known issue.  Microsoft doesn't have a resolution at this time but I am to be notified when they do.

https://support.microsoft.com/en-us/kb/3061014

Looks like this may be addressed in an August update...more information to come in August.