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Question
Thursday, March 30, 2017 7:25 PM
Hello all,
One of my client have O365 Outlook 2016 installed.
1-2 times daily Outlook crash. The screen goes blank for a few seconds and comes back on. when the screen comes on, outlook is starting again. what can it be?
This is from eventviewer, I can see some errors
Program name with error: Outlook.exe, Version: 16.0.7870.2024, time stamp: 0x58bf8d83
Module name with error: igd10iumd32.dll version: 20.19.15.4531, time stamp: 0x5670d489
Exception code: 0xc0000005
Error Offset: 0x0004a983
Error processing ID: 0x2034
Error starting time of the program: 0x01d2a947895daf16
Incorrect application path: C: \ Program Files (x86) \ Microsoft Office \ Root \ Office16 \ Outlook.exe
Incorrect module path: C: \ windows \ system32 \ igd10iumd32.dll
Report ID: b4a7f650-153d-11e7-ada4-448500b0c28b
Complete name of the wrong package:% 14
Relative Application ID error package:% 15
Program name with error: lync.exe version: 16.0.7870.2024, time stamp: 0x58bcecc3
Module name with error: igd10iumd32.dll version: 20.19.15.4531, time stamp: 0x5670d489
Exception code: 0xc0000005
Error Offset: 0x0004a983
Error processing ID: 0x1df4
Error starting time of the program: 0x01d2a94794da8177
Incorrect application path: C: \ Program Files (x86) \ Microsoft Office \ root \ Office16 \ lync.exe
Incorrect module path: C: \ windows \ system32 \ igd10iumd32.dll
Report ID: b4809830-153d-11e7-ada4-448500b0c28b
Complete name of the wrong package:% 14
Relative Application ID error package:% 15
Generate Activation Context failed for C: \ Program Files (x86) \ Microsoft Office \ Root \ Office16 \ lync.exe.Manifest. Errors in manifest- or policy file C: \ Program Files (x86) \ Microsoft Office \ Root \ Office16 \ UccApi.DLL in line 1. Component identity in the manifest does not match the requested component. Reference is UccApi, processor architecture = "AMD64", type = "win32", version = "16.0.0.0". The definition is UccApi, processor architecture = "x86", type = "win32", version = "16.0.0.0". Use Sxstrace.exe for detailed diagnosis.
All replies (1)
Friday, March 31, 2017 10:54 AM
Hi,
igd10iumd32.dll is part of Intel HD Graphics Drivers for Windows. Try to install the latest version of LDDM User Mode Driver for Intel(R) Graphics, then monitor the issue again.
More reference:
Another thing that might be worth a try is to test with a new windows user profile, it might be due to some corruptions in his/her current user profile.
Regards,
Ethan Hua
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