Add-In installed successfully, but doesn't show up in Outlook

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Add-In installed successfully, but doesn't show up in Outlook
 
Remco




Posts: 13
Joined: 2015-01-13
A customer of us bought a new MacBook and uses Boot Camp with Windows 10 and Office 2016. Last week I installed our Outlook add-in and it showed up fine in the Outlook menu's. Unfortunately I discovered a bug. I fixed it and tried to install our update this morning.

First I uninstalled the previous Add-in using the Windows Apps & features. Then I installed the update and restarted Outlook. However the Add-in did not show up in the menu. Using the Outlook Options I found the Add-in was Inactive, so I activated it and it did show up again in the menu. But when I closed Outlook and restarted it, the Add-in was again Inactive and invisible.

I decided to uninstall the Add-in again. When I restarted Outlook and checked the Add-ins in Outlook our Add-in was still visible as Inactive. I thought the uninstall did not fully uninstall the Add-in, so I deleted the Inactive Add-in reference manually.

Then I reinstalled the Add-in again, but now it does not show up in the menu's, and it is also not visible as an Add-in in the Outlook Add-ins. I uninstalled and reinstalled again with Administrator rights, but that did not help.

The adxloader.log and adxregistrator.log look perfectly fine: no warnings, no errors (see attached logs).

Any idea what could be the problem? The Add-in is working fine with several other customers and on our machines.

Regards. Remco


ADXLOADER.LOG
Add-in Express Loader Log File: 06/13/2017 14:29:23:209

Startup directory: C:\Program Files (x86)\Logicworks BV\Logicworks CRM Outlook Add-in\
Loader version: 8.4.4395.0
Operating System: Microsoft Windows 10 Professional (build 15063), 64-bit
Process Owner: Administrator
Command Line: "C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE"
Run 'As Administrator': No
Process Elevated: No
Integrity Level: Medium
UAC (User Account Control): On
------------------------------------------------------------------------
14:29:23:210 0780 11440 Starting the add-in registration process.
14:29:23:210 0780 11440 Loading mscoree.dll
14:29:23:210 0780 11440 Getting the latest CLR version.
14:29:23:211 0780 11440 The latest CLR version is 'v4.0.30319'.
14:29:23:211 0780 11440 Loading CLR: v4.0.30319.
14:29:23:211 0780 11440 Calling CLRCreateInstance method.
14:29:23:211 0780 11440 Success.
14:29:23:211 0780 11440 Calling GetRuntime method.
14:29:23:211 0780 11440 Success.
14:29:23:211 0780 11440 Checking if the hosting API of .NET Framework v4.0 beta is installed.
14:29:23:211 0780 11440 The hosting API is up to date.
14:29:23:211 0780 11440 Calling GetInterface method for the CorRuntimeHost interface.
14:29:23:211 0780 11440 Success.
14:29:23:211 0780 11440 Starting CLR...
14:29:23:211 0780 11440 Success.
14:29:23:211 0780 11440 Getting the CLR version.
14:29:23:211 0780 11440 The CLR v4.0.30319 has been initialized successfully.
14:29:23:211 0780 11440 Creating a new domain setup.
14:29:23:211 0780 11440 Success.
14:29:23:211 0780 11440 Getting the add-in directory.
14:29:23:211 0780 11440 Success. The directory is 'C:\Program Files (x86)\Logicworks BV\Logicworks CRM Outlook Add-in\'
14:29:23:211 0780 11440 The 'shadow copy' is disabled.
14:29:23:211 0780 11440 Creating a new application domain.
14:29:23:212 0780 11440 Success.
14:29:23:212 0780 11440 Getting the base directory for the domain.
14:29:23:212 0780 11440 Success. The directory is 'C:\Program Files (x86)\Logicworks BV\Logicworks CRM Outlook Add-in\'.
14:29:23:213 0780 11440 Searching for the Add-in Express core library.
14:29:23:213 0780 11440 Success. The 'AddinExpress.MSO.2005.dll' file has been found.
14:29:23:213 0780 11440 Creating an instance of the 'AddinExpress.MSO.ADXLoaderSupport' class.
14:29:23:213 0780 11440 Assembly identity is 'AddinExpress.MSO.2005'.
14:29:23:223 0780 11440 Success.
14:29:23:223 0780 11440 Unwrapping the instance of the 'AddinExpress.MSO.ADXLoaderSupport' class.
14:29:23:224 0780 11440 Success.
14:29:23:224 0780 11440 Creating an instance of the XML parser class.
14:29:23:224 0780 11440 Success.
14:29:23:224 0780 11440 Loading the manifest file (C:\Program Files (x86)\Logicworks BV\Logicworks CRM Outlook Add-in\adxloader.dll.manifest).
14:29:23:225 0780 11440 Success.
14:29:23:225 0780 11440 Getting the root element of the manifest (C:\Program Files (x86)\Logicworks BV\Logicworks CRM Outlook Add-in\adxloader.dll.manifest).
14:29:23:225 0780 11440 Success.
14:29:23:225 0780 11440 Getting the 'assemblyIdentity' element of the manifest (C:\Program Files (x86)\Logicworks BV\Logicworks CRM Outlook Add-in\adxloader.dll.manifest).
14:29:23:225 0780 11440 Success.
14:29:23:225 0780 11440 Searching for the 'name' attribute of the 'assemblyIdentity' element.
14:29:23:225 0780 11440 Success. The name is 'Logicworks CRM Outlook Add-in, PublicKeyToken=f5812924bf74842e'.
14:29:23:225 0780 11440 Calling the managed procedure to register the 'Logicworks CRM Outlook Add-in, PublicKeyToken=f5812924bf74842e' assembly.
14:29:23 11072 11440 Connecting to the application domain of the Add-in Express loader.
14:29:23 11072 11440 Success.
14:29:23 11072 11440 Loading the 'Logicworks CRM Outlook Add-in, PublicKeyToken=f5812924bf74842e' assembly.
14:29:23 11072 11440 Success.
14:29:23 11072 11440 Registering the 'Logicworks CRM Outlook Add-in, PublicKeyToken=f5812924bf74842e' assembly (administrator).
14:29:23 11072 11440 The ' Logicworks CRM Outlook Add-in, PublicKeyToken=f5812924bf74842e' assembly has been registered successfully.
14:29:23 11072 11440 The managed registration process is complete with HRESULT = 0.
14:29:23:550 0780 11440 The add-in registration process is completed with HRESULT = 0.


ADXREGISTRATOR.LOG
Add-in Express Registrator Log File: 06/13/2017 14:37:49

Installation directory: C:\Windows\Installer\
Registrator version: 8.6.4408.0
Operating System: Microsoft Windows 10 Professional (build 15063), 64-bit
Process Owner: System
Command Line: "C:\Windows\Installer\MSIE26C.tmp" /install="C:\Users\Tim Looijenga\AppData\Local\Programs\Logicworks BV\Logicworks CRM Outlook Add-in\Logicworks CRM Outlook Add-in.dll" /scope="perMachine"
Run 'As Administrator': Yes
Process Elevated: Yes
Integrity Level: System
UAC (User Account Control): On
--------------------------------------------------------------
14:37:49 0664 Starting the add-in registration process.
14:37:49 0664 Loading mscoree.dll
14:37:49 0664 Success.
14:37:49 0664 .NET Framework installation directory:
14:37:49 0664 The latest version of .NET Framework: 'v4.0.30319'
14:37:49 0664 Loading CLR: v4.0.30319.
14:37:49 0664 Calling CLRCreateInstance method.
14:37:49 0664 Success.
14:37:49 0664 Calling GetRuntime method.
14:37:49 0664 Success.
14:37:49 0664 Checking if the hosting API of .NET Framework v4.0 beta is installed.
14:37:49 0664 The hosting API is up to date.
14:37:49 0664 Calling GetInterface method for the CorRuntimeHost interface.
14:37:49 0664 Success.
14:37:49 0664 Starting CLR...
14:37:49 0664 Success.
14:37:49 0664 Getting the CLR version.
14:37:49 0664 The CLR v4.0.30319 has been initialized successfully.
14:37:49 0664 Creating a new domain setup.
14:37:49 0664 Success.
14:37:49 0664 The 'shadow copy' is disabled.
14:37:49 0664 Creating a new application domain.
14:37:49 0664 Success.
14:37:49 0664 Getting the base directory for the domain.
14:37:49 0664 Success. The directory is 'C:\Users\Tim Looijenga\AppData\Local\Programs\Logicworks BV\Logicworks CRM Outlook Add-in\'.
14:37:49 0664 Searching for the Add-in Express core library.
14:37:49 0664 Success. The 'AddinExpress.MSO.2005.dll' file is found.
14:37:49 0664 Creating an instance of the 'AddinExpress.Deployment.ADXRegistrator' class.
14:37:49 0664 Assembly identity is 'AddinExpress.MSO.2005'.
14:37:49 0664 Success.
14:37:49 0664 Unwrapping the instance of the 'AddinExpress.Deployment.ADXRegistrator' class.
14:37:49 0664 Success.
14:37:49 0664 Calling the managed registration procedure (DISPID = 1610743823).
14:37:49 0664 Registration success.
14:37:49 0664 The add-in registration process is completed with HRESULT = 0.
Posted 13 Jun, 2017 08:54:14 Top
Andrei Smolin


Add-in Express team


Posts: 14126
Joined: 2006-05-11
Hello Remco,

Remco writes:
First I uninstalled the previous Add-in using the Windows Apps & features.


Use Control Panel to uninstall a per-machine add-in. As far as I remember, Windows "Apps & features" doesn't elevate the MSI as required.

adxregistrator.log is okay. ADXLOADER.LOG - it looks like you used the COM Add-ins dialog to register the add-in; don't do this. Uninstall the add-in, install it anew, start the host application, and, if your add-in isn't loaded - right in this moment get copies of adxregistrator.log and adxloader.log and send them to the support email address. Find it in readme.txt; make sure your email contains a link to this topic.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 13 Jun, 2017 10:13:35 Top
Remco




Posts: 13
Joined: 2015-01-13
I call the client again tomorrow and uninstall the Add-in using the Control Panel.

I did not use the 'COM Add-ins dialog to register the add-in', just the MSI created with VS 2015 and WiX Toolset. I only opened the Dialog to try and find out if the Add-in was showing up in the Add-in list.

Regards. Remco
Posted 13 Jun, 2017 10:24:40 Top
Andrei Smolin


Add-in Express team


Posts: 14126
Joined: 2006-05-11
Hello Remco,

Remco writes:
I did not use the 'COM Add-ins dialog to register the add-in'


Aha, I've noticed that the adxloader.log you provided is created before the adxregistrator.log. This means adxloader.log wasn't updated when you started the host application. And this means, Office didn't even try to load your add-in. If this issue persists, you'll need to check section Troubleshooting add-in loading, see the PDF file in the folder {Add-in Express}\Docs on your development PC.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 14 Jun, 2017 08:27:20 Top
Remco




Posts: 13
Joined: 2015-01-13
I uninstalled the Add-in via de Control Panel and tried to install the Add-in again, but to no avail. The Add-in is not showing up and I tried to follow the troubleshooting instructions, but I cannot figure out what is the problem. I saw one strange thing in the Registry: adxstartmode = uninstall ?!

I made some screenshots of the registry and copied the adxregistrator.log. I'll sent it to the indicated support email adress.

Regards, Remco
Posted 14 Jun, 2017 09:08:06 Top
Andrei Smolin


Add-in Express team


Posts: 14126
Joined: 2006-05-11
I've received your email. The error message shown in the last screenshot doesn't relate to Add-in Express. I assume being unable to create a registry key in that location is what causes the installer to fail.

I'd start with checking if you are able to create that key using regedit.exe. If it isn't possible to create that key, I'd talk to an admin.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 14 Jun, 2017 09:21:21 Top
Remco




Posts: 13
Joined: 2015-01-13
I'm not very interested in the per User installation. I was just curious if that installation would work.

My issue deals with the 'Anyone' installation. It succeeds without any errors and the registry entries looks like I mailed you. Do they look okay? No issues with the adxregistrator.log? Do they give you an insight why the add-in does not load?

What does ADXStartMode = UNINSTALL mean? Isn't that strange?

Gr. Remco
Posted 14 Jun, 2017 09:59:11 Top
Andrei Smolin


Add-in Express team


Posts: 14126
Joined: 2006-05-11
Hello Remco,

It is set when you use adxregistrator.exe to unregister the add-in. There are other strange things: when adxregistrator calls into the module, that call sets a) ADXStartMode to Uninstall, b) LoadBehavior to 0, c) then it deletes the {HKLM and HKCU}\Software\Microsoft\Office\Outlook\Addins\{your add-in} key. What you have is in disagreement with this logic.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 15 Jun, 2017 04:10:41 Top
Remco




Posts: 13
Joined: 2015-01-13
Thanks for your reply, Andrei. I'm getting a bit frustrated, already spent too many hours trying to solve this issue. And editing the Registry of a clients workstation always makes me a bit nervous.

But if I uninstall the Add-in and manually remove all remaining Registry references to OutlookAddIn2.AddInModule, would that be sufficient to try another clean install? Or should I also remove other Registry references?

The Add-in has worked before on this MacBook, but somehow uninstalling and reinstalling messed things up.

Regards, Remco
Posted 15 Jun, 2017 07:35:23 Top
Andrei Smolin


Add-in Express team


Posts: 14126
Joined: 2006-05-11
Hello Remco,

All the keys are described in section Locating COM Add-ins in the Registry, see the PDF file in the folder {Add-in Express}\Docs on your development PC. You can install the add-in on your machine and find all of the keys. When doing this, note that HKCR is a mixed view of HKCU\Software\Classes and HKLM\Software\Classes. Also pay attention that the CLSID key (as it called in the manual) has two different incarnations: 32bit and 64bit; they refer to different loader DLLs.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 15 Jun, 2017 09:16:05 Top