Troubleshooting Outlook 2013 Crashed In Wwlib.dll

TroubleshootingThere’s a growing number of reports of issues with Outlook 2013 crashing when users attempt to open certain calendar entries or contact objects. When Outlook 2013 crashes, it indicates a fault with wwlib.dll. This DLL is a part of Word 2013, and was updated by a patch released with the October 2013 security updates. If you or your users are seeing this behaviour, you will want to read more about it below.

Problem:

When opening items from the calendar or contacts, Outlook 2013 crashes with

Faulting application name: OUTLOOK.EXE, version: 15.0.4535.1508
Faulting module name:wwlib.dll, version: 15.0.4535.1507

Cause:

There’s apparently an issue that was introduced with the installation of the October update to Word 2013 (KB 2817631) This update replaced an earlier version of the Word 2013 wwlib.dll with a new version, 15.0.4535.1507. It addressed both stability and performance issues with Word 2013, but not any security issues. The functionality addressed is with the UIA-based screen reader, which is probably not a significant component for most of your users.

Resolution:

That version of the wwlib.dll is set to be updated with a new fix, currently slated for release with the December 2013 updates. If this issue is not causing significant problems for your users, or if you have users that rely upon the UIA-based screen reader,  it’s probably best to wait until the December patch is released and apply the fix then. However, if this is a chronic or impacting issue for users, you can revert to the earlier wwlib.dll by following one of the following methods.

MSI based installs of Office 2013

If you are running the MSI based install of Office 2013, you simply need to uninstall update KB2817631.

  1. Open Control Panel.
  2. Select Programs and Features.
  3. Select View installed updates.
  4. In the list of installed updates, search for and select the update for KB2817631.
  5. Click Uninstall.

Click-to-Run based installs of Office 2013

If you are running a C2R based install of Office 2013, you will need to revert to an earlier version. Since C2R versions of Office 2013 automatically update, you will need to disable that until the fix is released in December, and then revert to a previous install version. Those steps are below, and also documented in KB 2770432.

Step 1: Set a reminder to enable automatic updates at a future date

Before you revert an Office 2013 Click-to-Run installation, you should disable automatic updates. To make sure that you don’t miss future updates, set a reminder to manually check for future versions. When a new version becomes available, and if the new version doesn’t exhibit the same issue that you experienced earlier, you should re-enable automatic updates. Create a reminder to re-enable automatic updates. You can do this in Microsoft Outlook, on Outlook.com, or by using another application that has a calendar. We recommended that you check monthly for updates. For more information about Office 2013 Click-to-Run updates, see Microsoft Office 2013 Click-to-Run virtualization

(http://support.microsoft.com/gp/office-2013-click-to-run)

.

Step 2: Install the previous version of Office 2013 Click-to-Run

To install the previous version of Office 2013 Click-to-Run, follow these steps:

  1. Determine and note the previous version number. Use the following Microsoft website to find the update version that is previous to the current version: Microsoft Office 2013 Click-to-Run virtualization

(http://support.microsoft.com/gp/office-2013-click-to-run)

  1. Determine the bit level of the operating system. For more information about how to do this, click the following article number to go to the article KB 827218

(http://support.microsoft.com/kb/827218/ )

How to determine whether a computer is running a 32-bit version or 64-bit version of the Windows operating system

  1. Open an elevated Command Prompt window. To do this, click Start, type cmd in the Start Search box, right-click cmd.exe, and then click Run as administrator.
  2. At the command prompt, run one of the following commands: For an Office installation in a 32-bit version of Windows:

cd %programfiles%\Microsoft Office 15\ClientX86

For an Office installation in a 64-bit version of Windows:

cd %programfiles%\Microsoft Office 15\ClientX64

  1. Run the following command:

integratedoffice.exe REPAIRUI RERUNMODE version 15.0.xxxx.yyyy

Note In this command, 15.0.xxxx.yyyy represents the full version number that you noted in step 1.

  1. When the repair dialog box appears, click Online Repair.
  2. Click Repair, and then click Repair again. Note If you are prompted to activate Office again, enter your Microsoft account and password. This step does not add your computer to your account a second time.

Step 3: Disable automatic updates for Office 2013 Click-to-Run

This step is very important. The repair process re-enables automatic updates. To prevent the newest version of Office 2013 Click-to-Run from being automatically reinstalled, follow these steps:

  1. Start Outlook.
  2. Click File, and then click Office Account.

In the Product Information column, click Update Options, and then click Disable Updates.

Keep an eye out for the updates to be released this month, and if you are both impacted by this issue, and chose to fall back, you will want to apply the relevant updates and then C2R users will want to reenable updates.

 

Written by Casper Manes

I currently work as a Senior Messaging Consultant for one of the premier consulting firms in the world, I cut my teeth on Exchange 5.0, and have worked with every version of Microsoft’s awesome email package since then, as well as MHS, Sendmail, and MailEnable systems. I've written dozens of articles on behalf of my past employers, their partners, and others, and I finally decided to embrace blogging and social media, so please follow me on Twitter @caspermanes if you enjoy my posts.

1 Comment

  1. Willmer · December 31, 2013

    Thank you for this!…This is exactly what I found on the Microsoft.com support page, only, this is easier to understand – and there are other options that I can use. I did not install the October 8 update, but my partner did, so I’m turning over this information to him. I’d like to note that Microsoft also reminds the importance of checking your Application Event Log if you suspect that you are having WWlib.dll problems – specifically for the 15.0.4535.1507 version. This will help to determine if you’re really having legitimate problems. I think this should be the first step before moving on to the troubleshooting phase.

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