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The information in this article applies to:

- Microsoft Outlook 2000
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SUMMARY
=======

This article describes troubleshooting tips that you can use if you receive the
following error message:

OUTLOOK caused an invalid page fault in module OUTLLIB.DLL at address>

MORE INFORMATION
================

This article discusses how to troubleshoot Invalid Page Faults (IPF) in
Outllib.dll. The methods described below start with the easiest and most likely
fixes, and progress to the more difficult fixes.

The troubleshooting methods listed and described below are:

1. Rename the Outcmd.dat File

2. Disable Extensions

3. Start in Safe Mode

4. Create a New Profile and Personal Folders File

5. Reinstall Outlook

6. Check your version of WinFax Pro

7. Do not use Microsoft Word 97 as your e-mail editor

Method 1: Rename the Outcmd.dat File
------------------------------------

If the IPF occurs when you start Outlook, locate the file Outcmd.dat, rename it
to Outcmd.old, and then restart Outlook.

1. Quit Outlook.

2. Click Start, point to Find, and click Files or Folders.

3. In the Named box, type "outcmd.dat" (without the quotation marks).

4. Click to select Include subfolders, click to select My Computer and then
click Find Now.

5. Click the file name in the results pane, click Rename on the File menu, type
"old" (without the quotation marks) in place of dat in the file name, and
press ENTER.

6. Click Close on the File menu to close the Find window.

7. Start Outlook.

Outcmd.dat stores any custom changes you make to your toolbar buttons. If
renaming this file solves the problem, you must recreate any toolbar
customizations.

Method 2: Disable Extensions
----------------------------

Outlook may have problems with incompatible or invalid extension information.
Extensions may cause Outlook to not start or create IPFs while running. To
troubleshoot extension problems, follow these steps.

If Outlook Does Not Start:

If Outlook does not start, try replacing the Extend.dat file. This file caches
extension information gathered from the Windows registry. To replace the
Extend.dat file, follow these steps:

1. Quit all programs.

2. Click Start, point to Find, and then click Files Or Folders.

3. In the Named box, type "extend.dat" (without the quotation marks).

4. In the Look In list, click to select your hard drive.

5. Click to select Include Subfolders and click Find Now.

6. In the Name list, right-click the file Extend.dat, and on the shortcut menu,
click Rename; change the file extension from dat to "old" (without the
quotation marks), and then press ENTER.

7. On the File menu, click Close to quit Find File.

8. Restart Outlook. Restarting Outlook creates a new Extend.dat file.

If Outlook Does Start:

If you can start Outlook and you suspect an extension problem, follow these steps
to disable extensions: >

1. Start Outlook.

2. On the Tools menu, click Options, and click the Other tab.

3. Click Advanced Options, and then click Add-In Manager.

4. In the Add-in list, click to clear the check box for the add-in you suspect.

5. Click OK three times to close all dialog boxes.

For more information on Outlook extension issues, please see the following
articles in the Microsoft Knowledge Base:

Q196634 : OL2000: ErrMsg "Unable to load NXPEXT32.DLL"

Method 3: Start in Safe Mode
----------------------------

Start Outlook with the /safe command-line switch. This will cause Outlook to load
without COM Add-ins, and extensions. For additional information about
command-line switches, please click the article number below to view the article
in the Microsoft Knowledge Base:

Q197180 OL2000: Additional Command-Line Switches

If the /safe command-line switch does not help, restart your computer in Safe
Mode. Safe Mode will disable programs that start automatically. For more
information on Safe Mode, please see the following articles in the Microsoft
Knowledge Base:

Q180902 : How to Start a Windows 98-Based Computer in Safe Mode Q156126:
Troubleshooting Windows 95 Using Safe Mode

If starting in Safe Mode resolves the issue then you may want to examine how Safe
Mode starts your computer. For more information on Safe Mode, please see the
following article in the Microsoft Knowledge Base:

Q122051 : How Windows 95 Performs a Safe-Mode Start

Method 4: Create a New Profile and Personal Folders File
--------------------------------------------------------

NOTE: If you are using the Internet Mail Only (IMO) version of Outlook, skip to
the section titled "Create a New Internet Mail Only (IMO) Profile."

If you are using the Corporate Workgroup version (CW) of Outlook, create a new
Profile, and then create a new Personal Folders (PST) file.

Create a New Profile and PST file (CW):

To create a new profile, follow these steps:

1. In Windows Control Panel, double-click the Mail And Fax icon. (The icon is a
Mail icon if you did not install fax services.)

2. On the Services tab, click Show Profiles to list your profiles.

3. Click Add to start the Inbox Setup Wizard.

4. Check that the default is set to "Use the following information services."

5. Click to clear all services except the one you are troubleshooting. For
troubleshooting purposes, add only one service at a time.

6. Click Next and in the Profile Name box, type a name for the new profile.

7. Follow the Inbox Setup Wizard prompts, answering the questions for your
service. Make sure you specify a new Personal Folders file (*.pst) and do not
use the existing file when prompted by the wizard.

NOTE: Because you are not using the old .pst file while troubleshooting, you
will not see any of your old .pst folders or files.

Create a New Internet Mail Only (IMO) Profile:

If you installed the Internet Mail Only version of Outlook, follow these steps:

1. Click Start, point to Settings, and then click Control Panel.

2. Double-click the Mail icon.

3. Select and remove each Internet mail account from the Internet Accounts
Manager. Be sure you know all the Properties for each account before
removing.

NOTE: Do not remove Fax accounts.

4. Add the Accounts back one at a time.

For more information on creating a new set of Personal Folders, please see the
following articles in the Microsoft Knowledge Base:

Q195723 : OL2000IMO) Creating a New Personal Folder For an IMO Account
Q195787 : OL2000: (IMO) How to Create a New E-mail Account with Internet Only
Support

Create a New Personal Folders File (IMO):

1. Start Outlook.

2. On the File menu, point to New, and then click Personal Folders File (.pst).

3. Select a location, type a name, and then click Create. Select any options you
wish to use, and click OK.

NOTE: Do not use the name "mailbox.pst."

4. On the View menu, click Folder List if it is not already displayed.

5. Right-click the new Personal Folders File, and click Properties.

6. On the General tab, check "Deliver POP mail to this personal folders file,"
and click OK.

Method 5: Reinstall Outlook
---------------------------

Rename the Outllib.dll file and reinstall to repair the Outlook installation.

Rename the Outllib.dll file:

1. Click Start, point to Find, and then click Files Or Folders.

2. In the Name box, type Outllib.dll and in the Look In list, click to select
the hard drive that contains Outlook. Click to select Include Subfolders.

3. In the Name list, right-click Outllib.dll and on the shortcut menu, click
Rename. Rename the file to Outllib.old, and then press ENTER.

To Reinstall Outlook:

1. Click Start, point to Settings, and then click Control Panel.

2. In Control Panel, double-click Add/Remove Programs.

3. On the Install/Uninstall tab, click to select Office 2000 Premium and click
Add/Remove.

4. In the Maintenance Wizard, click Repair Office.

5. Click Repair errors in my Office 2000 Premium installation, and then click
Finish.

6. Click OK, and then restart Outlook.

Method 6: Check your version of WinFax Pro
------------------------------------------

If you have WinFax Pro installed and are using Outlook in the Internet Mail Only
(IMO) setup configuration, check that your version of WinFax Pro is at least
version 9.03. Information about the latest version of WinFax Pro is available at
http://www.symantec.com (http://www.symantec.com).

Method 7: Turn off Word as the E-mail Editor
--------------------------------------------

1. On the Tools menu, click Options.

2. On the Mail Format tab, click to clear the "Use Microsoft Word to edit e-mail
messages" checkbox

3. Click OK to save and close the Options.