Add-in suddenly disabled due to Resiliency\DisabledItems

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Add-in suddenly disabled due to Resiliency\DisabledItems
 
EnterpriseDev


Guest


Hi,

We have a customer with a few thousand users who are running Outlook 2016 with the monthly update channel. For some reason, they needed to do an Outlook Profile Refresh which they triggered from the Exchange server. As a result of that, our add-in became disabled for the absolute majority of the users due to an entry being created in Resiliency\DisabledItems. We do not have any log information yet, but I assume that it must be our startup logic that cannot handle the profile being rebuilt while it is starting, which is causing Outlook to either treat our add-in as "unsafe" due to either taking too long or crashing and therefore disable it and create a Resiliency\DisabledItems entry. The only way to solve this was to uninstall the add-in, clear the Resiliency\DisabledItems entry, and then install the add-in again. Unfortunately, it did not work to only clear the Resiliency\DisabledItems and a full uninstallation/installation around that operation was required. We have also seen how it is possible to clear those registry values centrally and prevent it from happening again by looking at https://blogs.msdn.microsoft.com/emeamsgdev/2017/08/02/outlooks-slow-add-ins-resiliency-logic-and-how-to-always-enable-slow-add-ins/. Now my question to you.

Have you seen this before? What is your experience with Resiliency\DisabledItems? What would you recommend as next step for us to prevent this from happening again (recommend to always use Resiliency\AddinList to be safe? etc..)?

Many thanks.
Posted 17 Sep, 2018 13:52:54 Top
Andrei Smolin


Add-in Express team


Posts: 18793
Joined: 2006-05-11
Hello,

We've never seen this before.
An Add-in Express based add-in doesn't trigger the Outlook resiliency logic at startup because Add-in Express loads the add-in in the way that Outlook doesn't control. A demonstration of this can be an add-in showing a message box for e.g. a minute or ten minutes: such an add-in is never punished by Outlook.

But all other ways for the Outlook resiliency logic are still open. So, if you have any extra info from your logs, please let us look in it; you can send it to the support email address; see {Add-in Express installation folder}\readme.txt.


Andrei Smolin
Add-in Express Team Leader
Posted 18 Sep, 2018 01:19:13 Top
EnterpriseDev


Guest


Hi Andrei,

After screen sharing it turns out the information we received was incorrect and that it was not related to Resiliency\DisabledItems. It was instead the HKCU/LoadBehaviour that was set to 2 (In-active). The customer will force that value to 3 using SCCM instead and solve the issue that one. Thanks again.
Posted 18 Sep, 2018 04:24:09 Top
Andrei Smolin


Add-in Express team


Posts: 18793
Joined: 2006-05-11
Check adxloader.log and your logs: they may contain traces of an exception that caused Office to set LoadBehavior = 2.


Andrei Smolin
Add-in Express Team Leader
Posted 18 Sep, 2018 05:16:53 Top