Add in crashes outlook when forwarding email from outlook

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Add in crashes outlook when forwarding email from outlook
 
css@factset.com




Posts: 11
Joined: 2015-05-15
Hello,

We have a selection of customers that are reporting that outlook is crashing when our add-in is enabled. We have verified this behavior. We have isolated it to our add-in. If it is enabled on these client machines, it crashes. When we disable the add-in, it does not. We have shown that there is no error or problem in the code we wrote for the add-in. This isn't reproducible on any of our QA machines but we've seen different customers are reporting this issue.

Steps to crashing the outlook:

After my outlook plug-ins got enabled in the outlook, the user is unable to forward any emails from outlook. if plugins are disabled, the forward option is working fine.

There are there ways to forward an email in outlook.
1. One is by using forward and popout options – Crashing outlook
2. Another way is by double-clicking the email and forward – crashing outlook
3. Forwarding emails work as long as a new window doesn’t open (i.e. the forward is contained within the preview pane). – Not crashing outlook

I looked at the Add-in express installation log, application log file but didn't find any error related information.


Thread 14 - System ID 170488
Entry point mso20win32client!Ordinal1436+96
Create time 1/8/2019 4:42:24 PM
Time spent in user mode 0 Days 00:00:00.031
Time spent in kernel mode 0 Days 00:00:00.000

Entry point mso20win32client!Ordinal1436+96
Create time 1/8/2019 4:42:24 PM
Time spent in user mode 0 Days 00:00:00.031
Time spent in kernel mode 0 Days 00:00:00.000

This thread is not fully resolved and may or may not be a problem. Further analysis of these threads may be required.

KERNELBASE!RaiseException+62
rpcrt4!RpcpRaiseException+27
rpcrt4!NdrClientCall2+2730
rpcrt4!NdrClientCall4+14
sppc+861b
sppc!SLUnregisterPlugin+a87
sppc+86e0
sppc+100f8
sppc+fb59
sppc!SLGetPolicyInformation+35
mso30win32client!Ordinal1589+54c
mso30win32client!Ordinal1589+41b
mso30win32client!Ordinal1589+ebf
mso30win32client!Ordinal1589+db0
mso30win32client!Ordinal2002+33e
mso30win32client!Ordinal1991+24a
mso30win32client!Ordinal1991+16
mso98win32client+43135
mso98win32client+42ef8
mso98win32client+425f6
mso98win32client+40d67
mso98win32client+576b7
mso98win32client+572c7
mso98win32client+5723d
mso98win32client+56b8f
mso98win32client+5689a
mso20win32client!Ordinal1324+380
mso20win32client!Ordinal1225+87
mso20win32client!Ordinal1664+50b
mso20win32client!Ordinal1225+87
mso20win32client!Ordinal2193+1db
mso20win32client!Ordinal1358+6a11
mso20win32client!Ordinal3+aea
mso20win32client!Ordinal1093+249
mso20win32client!Ordinal1436+102
0x80000000`00000000
kernel32!BaseThreadInitThunk+19
ntdll!__RtlUserThreadStart+2f
ntdll!_RtlUserThreadStart+1b

Here are the version details:

Outlook: Microsoft Outlook office 365 MSO (16.0.11029.20045) 32- bit
Windows: Windows 10 Pro 64 bit OS, X64 bit processor
Add-in Express: 8.7.4425.2005

1) are you aware of any incompatibilities with recent outlook updates or current issues?

2) how do we better debug what's happening to cause this crash?
Posted 01 Mar, 2019 07:43:20 Top
Andrei Smolin


Add-in Express team


Posts: 17242
Joined: 2006-05-11
Hello,

I suggest that you look at https://www.add-in-express.com/creating-addins-blog/2018/09/24/panes-problems-solved/ and check if selecting the Optimize for compatibility option in Display Settings as suggested in that blog solves the issue for you. If so, I suggest that you switch to using the latest Add-in Express version.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 01 Mar, 2019 08:11:49 Top
css@factset.com




Posts: 11
Joined: 2015-05-15
Hello Andrei,

Thanks for the link. But it didn't work in my case.
On further troubleshooting, we came to know that along with my plugin client is also using " The MS Azure Information Protection" plugin which is also trying to load some ribbons exactly in the same place where we are adding our symbol ribbon controls and that's causing to crash the outlook. when we disable the MS Azure plugin outlook stared working when user trying to forward email.

i created my own plugins and trying to load at the same place but i am not getting any issue.
I cant attach images here. Did you came across any such kind of scenarios?
Posted 21 Mar, 2019 02:16:43 Top
Andrei Smolin


Add-in Express team


Posts: 17242
Joined: 2006-05-11
Hello,

Customized Ribbons do not interfere: all add-ins provide them to Office via XMLs and Office should solve any possible issues in this or that way.

I suppose they show an Add-in Express pane and it interferes with your pane. Could you please check what version of AddinExpress.OL.2005.dll they use?


Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 21 Mar, 2019 03:16:26 Top
Andrei Smolin


Add-in Express team


Posts: 17242
Joined: 2006-05-11
css@factset.com writes:
2. Another way is by double-clicking the email and forward – crashing outlook


When does the crash occur: when the received email is opened in the inspector window? Or when you click Forward?

Do you have any panes in the inspector Window?

Do you handle any inspector-related events such as InspectorActivate? Do you handle any events related to sending emails such as ItemSend? If yes, try to comment our any code in these events.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 22 Mar, 2019 08:27:50 Top
css@factset.com




Posts: 11
Joined: 2015-05-15
Hello Andrei,

Sure, I will check that the version of AddinExpress.OL.2005.dll they are using. Do you think, my plug-in and their plugin are referring to two different versions of AddinExpress.OL.2005.dll? so that might be causing the crash?
I am using 8.7.4425.2005.
I will check with the client and verify what version of AddinExpress.OL.2005.dll is referred by The MS Azure Information Protection" plugin.

Any idea of how can I verify (location)the version of AddinExpress.OL.2005.dll used by MS Azure Information Protection" plugin.
Thanks
Swamy
Posted 29 Mar, 2019 03:43:11 Top
Dmitry Kostochko


Add-in Express team


Posts: 2841
Joined: 2004-04-05
Hello Bryce,

Do you think, my plug-in and their plugin are referring to two different versions of AddinExpress.OL.2005.dll? so that might be causing the crash?


It is a bit early to make any assumption or conclusion. Moreover, as far as I understand, you have already tested your add-in with MS Azure Information Protection and did not reproduce the crash, correct?

Any idea of how can I verify (location)the version of AddinExpress.OL.2005.dll used by MS Azure Information Protection" plugin.


You can try to check its Outlook add-in installation folder. Open the Add-ins tab of the Outlook Options dialog, select the add-in in the list and see Location.
Posted 29 Mar, 2019 05:36:59 Top
css@factset.com




Posts: 11
Joined: 2015-05-15
Hello Andrei,
The crash occurs when the email is opened in the inspector window not click on forward.

"Do you have any panes in the inspector Window? "
No, I don't have any panes in the inspector window. I have a simple ribbon UI at TopSubPane.

"Do you handle any inspector-related events such as InspectorActivate? Do you handle any events related to sending emails such as ItemSend? If yes, try to comment our any code in these events. "
No, I am not using any of above-mentioned events.


Btw, I am not able to attach any images to the comment here. is there a way to do that. so that will give more clarity.

Thanks
Swamy
Posted 29 Mar, 2019 09:23:46 Top
css@factset.com




Posts: 11
Joined: 2015-05-15
[QUOTE][quote]Dmitry Kostochko writes:
QUOTE[/quote]

It is a bit early to make any assumption or conclusion. Moreover, as far as I understand, you have already tested your add-in with MS Azure Information Protection and did not reproduce the crash, correct?

No Dmitry Kostochko, Since Azure plugin is paid and as I didn't have a license, I didn't test with the Azure plugin. I have created my test plugin and tried to load two plugins at the same locations. but this way I can't reproduce the issue.
Posted 01 Apr, 2019 00:35:53 Top
Andrei Smolin


Add-in Express team


Posts: 17242
Joined: 2006-05-11
Hello Swamy,

A way to locate the issue would be to exclude functionality blocks in your real add-in or to enhance your test add-in with functionality blocks from the real add-in.

Can you please copy here the adxloader.log created by your add-in and the log file created by the MS Azure Information Protection add-in? Note that the log file file name can be redefined in their adxloader.dll.manifest file. Alternatively, you can send us those logs to the support email address; see readme.txt in {Add-in Express installation folder}.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 01 Apr, 2019 03:49:31 Top