How to Resolve Outlook Crashing Problems

If you find that Outlook is crashing after installing PoliteMail, the most common problem is a corrupt Outlook PST file.

While Outlook may run fine most of the time with a corrupt PST, because PoliteMail reads the Outlook PST often, the corruption results in more frequent crashes.

Follow these steps to repair your Outlook PST/OST file(s).

Microsoft provides a tool specifically to fix corrupt PST files, and once fixed, PoliteMail and Outlook typically cooperate without crashing.
Get the Microsoft Outlook Repair Tool

How to Scan and Repair corrupted Outlook PST/OST files:


Some of the other typical issues related to Outlook crashing:

  • Anti-virus software with email-scanning add-ins
    (suggestion: turn-off out-bound email scanning)
  • Out-of-date Outlook/Office Software
    (use Windows update or Office update to install the latest updates from Microsoft)
  • Out-of-date Windows software (or Windows component DLLs)
  • Damaged/Corrupted Outlook PST/OST files
  • Problems with your Outlook profile
  • Conflicting add-in software (multiple add-ins)
  • Registry Issues (damaged software installations – bad data with HKEY_CURRENT USER)
  • System specific problems (memory/hard-drive/system software)

Some of the methods to resolve these issues are:

  • If the crash occurs on a specific mail item (or calendar event), then remove/delete that item
  • Run Windows Update and Office Update
  • Scan and repair the damaged or corrupted Outlook PST/OST files
  • If you have a damaged profile, you can restart Outlook using the /cleanprofile switch
  • If you are running desktop security software (such as Norton, McAfee, AVG or others) that provide email anti-virus scanning, these may interfere with the PoliteMail processing (as they compete to use Outlook objects).  You will want to turn off any outbound email scanning (this prevents you from sending viruses, but you will still be covered from receiving any). You will also want to uninstall or disable any Outlook add-ins these tools have installed – they can still provide incoming email protection without being embedded into Outlook.  Once these changes are made, restart your system.To determine if the problem is your Outlook profile, create a new Outlook profile, then run Outlook when signed into this profile. If it doesn’t crash, then add your existing PST file(s) to the profile. If it still doesn’t crash. Modify the profile and use this as your primary Outlook login profile, then delete the old one. If however, Outlook crashes after you add the PST, then follow the directions to scan/repair your Outlook PST/OST files.
  • Add-in software may conflict with each-other trying to use the same Outlook resources.
    You might start the resolution by restarting Outlook using the /noextensions switch or /safe mode, and if that
    stops the crashing, then use Outlook Tools > Trust Center > Add-ins (on the left) > Manage COM Add-ins GO (at the bottom)
    and selectively turn on/off the add-ins you actually use, to determine which is causing the issue/conflict. Remove any unused add-ins.
  • If Outlook continues to crash after adding a new profile, then you might try creating a new Windows user profile. Then restart your computer and login using the new Windows profile, then start Outlook and login. If the problem is resolved, make this your primary Windows login profile and delete/remove the old profile.
  • Registry Issues may sometimes be resolved by uninstalling/reinstalling all related software (including Outlook/Office).
  • To determine if your issue is system specific, trying installing and running the software on another computer. If the problem doesn’t occur, then consider replacing faulty RAM, hard drives, performing a Windows clean boot, etc.

How to Scan and Repair corrupted Outlook PST/OST files:

Outgoing Messages Stuck in the Outlook Outbox

If email is stuck in your Outbox, it could one of several possible issues outlined below. However, if you are using Outlook 2007, it is most likely related to a known bug in Outlook 2007.

In Outlook 2007, there is a *stuck in Outbox* bug, documented all over the internet.  PoliteMail runs into, it seems to be related to HTML formatting, but we have not been able to isolate it.

While Outlook 2007 does have a stuck in Outbox bug, if you are getting this issue on every tracked message, or are getting it when using Outlook 2010 or Outlook 2007sp3, then the likely cause is one of two issues. 1) You do not have persmissions to send from the address you are selecting, or you are trying to send a message using a draft created by someone else, or 2) Your Outlook pst file has become corrupted.

The permissions issue must be resolved by your Exchange administrator (we recommend using PoliteMail templates instead of shared drafts).

Three things usually help resolve this issue:

  1. Run the latest sp3 version of Outlook2007  – download update here
  2. Use the PoliteMail > Process Outbox feature
    This is a work-around we developed to help overcome the Outlook bug, and will force the messages out of the Outbox to be sent.
  3. Once you are running the latest Outlook 2007 version, or Outlook 2010, then repair your Outlook data file.

How to manually re-send email that is stuck in your Outbox:
1. Click the outbox folder to view the items in your outbox
2. Double-click the items to open them
3. Switch back to your inbox – this is important, because if you are in your outbox while you are resending message, they won’t go out
4. If you send the email track, the make sure 1to1 with Tracking is unchecked before you re-send (it’s already been tracked)
5. Send each item

Important Note:  Just because the item is in your sent items folder, it doesn’t mean it went out.  When the item is put into the outbox, Outlook considers it as sent (as does PoliteMail is you are sending tracked email).

Another Important Note: When you click on a message within your outbox, it will never be sent.  This means, when you select the outbox folder, and the top message is selected/highlighted by default – it will never go out until you resend it.  This is because that mail item will be marked as open, and Outlook will not send open mail items.


How to send via the PoliteMail Mail Server, instead of the Outbox:

1. Use the PoliteMail menu at the top of your Inbox, PoliteMail > Connection Settings

2. Click the PoliteMail Server tab

3. Change the Send Email Via: to PoliteMail mail server


Below are the other reasons you email may be stuck in your Outbox:

1. Your ISP has send limitations
The most common would be that your Internet Service Provider (ISP) has a daily send limitation. Once you hit this limit, the remaining email will sit in your inbox until the next day, when your ISP will accept more email from you (e.g. Comcast provides internet access with email services, but limits outgoing email to 250 per day, Google Gmail has a 500 per day limit).  You can overcome this limitation by sending from the PoliteMail Mail Server instead of your Outbox (see page 5).

2. You do not have adequate Exchange permissions for this address (typically occurs when using a shared mailbox)
If you do no have permission to send from the email address you are selecting, or do no have permissions to save a draft to a shared mailbox (e.g. a draft created by someone else), or to send from the shared mailbox, the Exchange may not accept the messages from the Outbox. Your Exchange admin may be able to assign the adequate permissions for your account(s).

3. You used the delivery delay or schedule send options
When you use these features, and set a data and time in the future when you want the email to go out, Outlook will place the items into the outbox, but will not release them until after that specific date and time. Note that Outlook must be running in order for such email to go out.

4. Conflicts with other Outlook add-ins
This problem is linked to other Outlook add-ins which use the Outlook Object Model to access the message and inadvertently mark it as read. As Outlook won’t send read messages, it remains in the Outbox until you open the message and resend it.  Add-ins that read or access your email as you are sending it are known to potentially cause this issue, such as Business Contact Manager (BCM), Norton Anti-Spam Outlook Plug-in, MS CRM 3.0 Add-in, iTunes Outlook Add-in, Outlook Add-in.  You may disable these add-ins or try to install newer versions of these add-ins to prevent the issue.

5. Conflicts with RTF/HTML code
Outlook is very particular about the HTML it can handle. Outlook adds Word compatibility code to the email during the editing process, such as RTF and VML code for it’s display of images or objects that are aligned. It removes some of that code immediately prior to sending the email.  If you are forwarding or replying to a long thread that contains images, that alone may introduce enough complexity to cause an issue.  If you are using HTML templaate or importing HTML code that is overly complex or otherwise not compatible with Outlook’s processing, it usually results in the message hanging in the outbox.  While we do not have access to the Outlook internals, we believe this is most likely a result of the unexpected/incompatible HTML code causing Outlook’s pre-send RTF/HTML conversion and image handling processes to exit prematurely, leaving the email in an *open* state, and therefore unable to send).  For these messages, use the re-send instructions above.


Multiple Opens

There is a 3-hour filter on multiple opens, to prevent the
effect of getting multiple opens as a result of simply scrolling through your

If however you opened the email from both your desktop as well
as your smartphone within that time window, you would see that event as a
multiple open.

The non-unique count is the net of all recorded open events,

PoliteMail missing or disappeared? PoliteMail toolbars gone? Here's how to get them back.

If Outlook unexpectedly quits, it may restart and automatically disable add-ins.This may happen if Outlook unexpectedly quits. For example, you leave Outlook running overnight and Windows does an auto-update and restarts your system.  When the PoliteMail add-in is disabled, you will not seen any PoliteMail menus, toolbars or control panels within Outlook.You do not need to reinstall PoliteMail, you just need to re-enable the add-in.

To Re-Enable PoliteMail for Outlook 2013

  1. Go to the Outlook File menu
  2. Click Manage Add-ins: Slow and Disabled Add-ins
  3. Select the add-in PoliteMail v4, and click the Enable button
  4. Then go back to the Outlook File menu, click Options, then Add-ins
  5. At the bottom of the dialog box you will see Manage: Click the arrow on the selection box to select COM Add-ins, then click Go
  6. Ensure that the PoliteMail add-in is checked, and click OK
  7. Now restart Outlook, and PoliteMail should come back up


To Re-Enable PoliteMail for Outlook 2010

  1. Go to the Outlook File menu, click Options, then Add-ins
  2. At the bottom of the dialog box you will see Manage: Click the arrow on the selection box to change the COM Add-ins to Disabled Items, then click Go
  3. Now select the Add-in: PoliteMail v3, and click the Enable button
  4. Back on the Add-ins dialog, next to Manage: Click the arrow on the selection box to select COM Add-ins, then click Go
  5. Ensure that PoliteMail add-in is checked, and click OK
  6. Now restart Outlook, and PoliteMail should come back up


To Re-Enable PoliteMail for Outlook 2007

  1. Go to the Outlook menu Tools > Trust Center > Add-ins (left side menu)
  2. Click the Go button at the bottom of the dialog: Manage: [ COM Add-ins ] GO
  3. Ensure the check box for PoliteMail is checked, then click OK
  4. Now go to Outlook’s Help menu > Disabled Items and click to select PoliteMail, then click Enable. If PoliteMail doesn’t immediate load, restart Outlook and repeat this process.


To Re-Enable PoliteMail for Outlook 2003

  1. Use the Outlook menu Tools > Options > Other > Advanced > COM Add-ins (button at the bottom of the page) and ensure the checkbox for PoliteMail is checked, then click OK.
  2. Next, go to Outlook’s Help menu > About Microsoft Outlook and click the button at the bottom for Disabled Items, and click to select PoliteMail, then click Enable
  3. Now PoliteMail should come back.  If not, restart Outlook and repeat this process.