Skype for Business (Lync) client crash when add a group to outlook

An end user found this issue and I was able to replicate on other environments.
If you have Outlook (2013 version tested) installed you are able to search on Lync for Users or Distribution Lists (DL) and add them to your personal contacts address list.
But for DL, the Skype for Business (Lync) client will crash:

  1. Search for an DL and right-click on the ‘see contact card’
  2. Click on the ‘add’ option
    Lync-addDL
  3. The Outlook contact card management window will open, but S4B/Lync client will crash and restart
    Lync-addDL-crash2
  4. The Outlook window will still be open, so you can still add the DL to your personal contacts

Additional notes:
– It will also happens by right clicking on any existing DL that you have on the Lync contacts;
– The issue occurs with the Lync or S4B skins. In either cases the error windows will display ‘Microsoft Lync has stopped working…’
– If you add the DL on Outlook, the contact card option changes to ‘Edit’ and you can successfully change the DL using the Lync interface without any issues;
– Adding an user doesn’t causing any problem (maybe because only the Lync client interface is used?).

(UPDATE 11.11.2015 1:05am) CAUSE
After dump analysis and a lot of KB add/remove sequence I found the reason(s).
Turns out that Outlook updates and Lync/SfB updates are ‘not tested together’:

  • if you install KB3085495 (Outlook Set2015) with KB3085581 (Lync/SfB Oct2015) already installed you will get the issue;
  • (Not fully tested) you will also have the issue if you install previous Outlook updates and/or with KB3085500 (Lync/SfB Set2015) installed

SOLUTION / WORKAROUND
I haven’t found yet a decent solution or workaround and several KB repairs/remove, really change the behaviour of the issue:

  • sometime it doesn’t crash but the add button doesn’t work anymore.
  • Warning: uninstalling the outlook update can make Outlook client unable to connect to Exchange 😦
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6 thoughts on “Skype for Business (Lync) client crash when add a group to outlook

  1. NJR 06/11/2015 / 12:33

    Dear Luis, even we have the same problem and also work for a swiss company.
    When I checked the crash report it says the apphelp.dll could not load and that could be the reason for the crash.
    LoadedModule[198]=C:\WINDOWS\system32\apphelp.dll
    Sec[0].Key=LCID
    Sec[0].Value=1033
    State[0].Key=Transport.DoneStage1
    State[0].Value=1
    State[1].Key=DataRequest
    State[1].Value=Bucket=81284629/nBucketTable=27/nResponse=1/n
    FriendlyEventName=Stopped working
    ConsentKey=BEX
    AppName=Microsoft Lync
    AppPath=C:\Program Files (x86)\Microsoft Office\Office15\lync.exe
    Can you check if you have the same logs in the eventviewer, and yes I am also looking for some help here.

    • LuisR 10/11/2015 / 14:09

      In 99% of the reporting events (%LOCALAPPDATA%\Local\Microsoft\Windows\WER\ReportArchive folder) it finishes with the apphelp.dll module and it starts with an unknown failure.
      Sig[0].Name=Application Name
      Sig[0].Value=lync.exe
      Sig[1].Name=Application Version
      Sig[1].Value=15.0.4763.1001
      Sig[2].Name=Application Timestamp
      Sig[2].Value=560a3df0
      Sig[3].Name=Fault Module Name
      Sig[3].Value=unknown
      Sig[4].Name=Fault Module Version
      Sig[4].Value=0.0.0.0
      Sig[5].Name=Fault Module Timestamp
      Sig[5].Value=00000000
      Sig[6].Name=Exception Offset
      Sig[6].Value=cf8b5350
      Sig[7].Name=Exception Code
      Sig[7].Value=c0000005
      Sig[8].Name=Exception Data
      Sig[8].Value=00000008
      DynamicSig[1].Name=OS Version
      DynamicSig[1].Value=6.1.7601.2.1.0.256.4
      DynamicSig[2].Name=Locale ID
      DynamicSig[2].Value=2055
      UI[2]=C:\PROGRA~2\MICROS~1\Office15\lync.exe
      UI[3]=Microsoft Lync has stopped working
      UI[4]=Windows can check online for a solution to the problem and try to restart the program.
      UI[5]=Check online for a solution and restart the program
      UI[6]=Check online for a solution later and close the program
      UI[7]=Close the program

    • LuisR 10/11/2015 / 14:23

      I would not bet too much on a apphelp.dll issue. It’s a generic dll from Microsoft to help troubleshooting application crashes.

      I’m more tempted too point to a Microsoft Office (common dll) that Lync uses to open Outlook contacts interface.
      He manages to open correctly, but it looks like the call returns some ‘code result exception’ back to Lync .

    • LuisR 10/11/2015 / 17:38

      looks like an execute page violation of MSO.DLL. A debug to a crash dump file is not fully clear.

      STACK_COMMAND: ~0s; .ecxr ; kb
      SYMBOL_STACK_INDEX: 1
      SYMBOL_NAME: mso!Ordinal9739+30a
      FOLLOWUP_NAME: MachineOwner
      MODULE_NAME: MSO
      IMAGE_NAME: MSO.DLL
      DEBUG_FLR_IMAGE_TIMESTAMP: 55f7f3fc
      FAILURE_BUCKET_ID: SOFTWARE_NX_FAULT_INVALID_c0000005_MSO.DLL!Ordinal9739
      BUCKET_ID: APPLICATION_FAULT_SOFTWARE_NX_FAULT_INVALID_BAD_IP_mso!Ordinal9739+30a
      ANALYSIS_SOURCE: UM
      FAILURE_ID_HASH_STRING: um:software_nx_fault_invalid_c0000005_mso.dll!ordinal9739

  2. LuisR 10/11/2015 / 23:33

    Updated the post with the root cause

  3. LuisR 11/12/2015 / 08:20

    So far Nov SU 2015 and December SU 2015 (KB3114351), didn’t minimize the issue.

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