I have a user whose Outlook 2010 (32-bit) client crashes when attempting to view mail with Japanese text in the body. The client crashes both when I use the reading pane and when I try to open the message without the reading pane. The user is running 64-bit Windows 7 Professional.
This is what showed up in the Application log at first:
Faulting application name: OUTLOOK.EXE, version: 14.0.6126.5003, time stamp: 0x505b1685
Faulting module name: riched20.dll, version: 14.0.6015.1000, time stamp: 0x4d1933c2
Exception code: 0xc0000005
Fault offset: 0x0001dcc0
Faulting process id: 0xecc
Faulting application start time: 0x01cdc6f530bbbd29
Faulting application path: C:\PROGRA~2\MIF5BA~1\Office14\OUTLOOK.EXE
Faulting module path: C:\Program Files (x86)\Common Files\Microsoft Shared\office14\riched20.dll
Report Id: 12c33f72-32f2-11e2-ad30-f0def1549eda
So I renamed riched20.dll and repaired Office. It got replaced, but the log entry for each crash looks now like this:
Faulting application name: OUTLOOK.EXE, version: 14.0.6126.5003, time stamp: 0x505b1685
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc000041d
Fault offset: 0x745f4c4f
Faulting process id: 0x17b8
Faulting application start time: 0x01cdc795daf5b339
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE
Faulting module path: unknown
Report Id: abc57e29-3389-11e2-86b6-f0def1549eda
I've tried:
- Rebooting (of course)
- Repairing Office
- Removing and reinstalling Office
- Running Outlook in safe mode
- Removing the antivirus client temporarily
No luck so far. Any ideas?