Capturing a Process Dump File When Outlook Crashes

Background

• Outlook crashes or silently closes while using the Riva Insight Windows Add-in
• No errors related to the crash can be found in the client logs 
• There are 2 ways to collect the crash dump files for Outlook:
  • Using procdump.exe to capture crash dump files
  • Configuring registry settings to capture dump files through WER (Windows Error Reporting)

Using procdump.exe to capture crash dump files

1. Download procdump from Microsoft Sysinternals onto the client machine that Outlook was encountering the issue
2. Extract the files from procdump.zip
3. From command prompt:
   1. ensure you are in the same location as the procdump files
   2. run procdump.exe -ma -e -t -g -w OUTLOOK.EXE
4. Run Outlook
5. Replicate the steps until Outlook crashes or closes

Configuring registry settings to capture dump files through WER (Windows Error Reporting)

1. Note: Riva still needs to verify if this method will capture the appopriate information needed to troubleshoot crashes
2. We have created a registry settings file based on the Microsoft article on collection user dumps, to install:
   1. Download Outlook Dump Registry Settings
   2. Rename the file so that it has a ".reg" extension (instead of .txt)
   3. Double-click on the file to add the registry settings
3. Run Outlook
4. Replicate the steps until Outlook crashes or closes
5. Collect the logs by pasting or typing %localappdata%\Riva Insight\Logs into the Windows file explorer
6. Remove the registry settings if you no longer need to capture the crash logs:
   1. Open regedit.exe
   2. navigate to Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\
   3. Remove the Outlook.exe key