Outlook Add-in not available

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Outlook Add-in not available
 
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michael tobler




Posts: 3
Joined: 2019-06-18
We are working with a client who has had an issue with our Outlook Add-in.
The client had a version of our Outlook Add-in that did not support Office365 Pro Plus.
We created a new version to support Office365 Pro Plus. (they are using Office365 Pro Plus).

The client un-installed the previous Add-in version, then installed our new version.
The Add-in is not listed in Outlook => Options => Add-ins
(also, the previous version was not listed as an Add-in)
It is not listed in the "Disabled Add-in list".

Before the client re-installed the new Add-in, we used Process Monitor to capture Windows activity.
We can see that "LoadBehavior" has a value of 3.
The Add-in is listed in Control => Panel => Uninstall a Program.

We are testing the Add-in with two users of our client: one with Windows 7, other user has Windows 10.

Myself - I have a Windows 7 virtual machine with Office365 ProPlus and our Add-in installed and it works as it should.
I also have the Add-in running on a Windows 10 machine (not a virtual machine). We also have the Add-in running on other machines in our company and at other client installations.

This issue seems is only with this client environment.
For the Windows 7 user, before we re-installed the Add-in, we copied the adxloader.log and adxregistrator.log files, which I show here. I also have a Process Monitor log (500k) that is available.

Any thoughts why the Add-in is not loading with Outlook?

======= adxloader.log ==============
Add-in Express Loader Log File: 05/24/2019 08:40:42:905

Startup directory: C:\Program Files (x86)\Mitratech Holdings\Mitratech Office Link Outlook Add-in\
Loader version: 7.5.4072.0
Operating System: Microsoft Windows 7 Enterprise Edition Service Pack 1 (build 7601), 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
------------------------------------------------------------------------
08:40:42:917 6860 2492 Start.
08:40:42:918 6860 2492 Reading the registry key 'HKEY_CLASSES_ROOT\CLSID\{E9DBAB62-A5BA-4370-B075-D3F2025F9668}'
08:40:42:920 6860 2492 Success. The registry key 'HKEY_CLASSES_ROOT\CLSID\{E9DBAB62-A5BA-4370-B075-D3F2025F9668}' is closed.
08:40:42:920 6860 2492 Converting the '{4BA250A6-8BCA-46A6-982A-F340081187C3}' CLSID from string.
08:40:42:922 6860 2492 Success.
08:40:42:923 6860 2492 Attempting to get the class object by the '{4BA250A6-8BCA-46A6-982A-F340081187C3}' CLSID.
08:40:42:924 6860 2492 Success.
08:40:42:925 6860 2492 Creating a new instance of the add-in loader.
08:40:42:926 6860 2492 Loading mscoree.dll
08:40:42:937 6860 2492 Success.
08:40:42:939 6860 2492 Loading the configuration from the system registry.
08:40:42:941 6860 2492 Getting the latest CLR version.
08:40:42:944 6860 2492 The latest CLR version is 'v4.0.30319'.
08:40:42:946 6860 2492 The configuration has been loaded successfully.
08:40:42:947 6860 2492 Runtime version: v4.0.30319.
08:40:42:948 6860 2492 Assembly name: MitratechOutlookAddIn, PublicKeyToken=90CB1B264FA7CD9C.
08:40:42:949 6860 2492 Class name: MitratechOutlookAddIn.AddinModule.
08:40:42:951 6860 2492 Registry key: CLSID\{E9DBAB62-A5BA-4370-B075-D3F2025F9668}.
08:40:44:253 6860 2492 Attempting to create a new instance of the managed add-in class: CLR - v4.0.30319
08:40:44:255 6860 2492 Loading CLR: v4.0.30319.
08:40:44:257 6860 2492 Calling CLRCreateInstance method.
08:40:44:258 6860 2492 Success.
08:40:44:259 6860 2492 Calling GetRuntime method.
08:40:44:261 6860 2492 Success.
08:40:44:262 6860 2492 Checking if the hosting API of .NET Framework v4.0 beta is installed.
08:40:44:444 6860 2492 The hosting API is up to date.
08:40:44:455 6860 2492 Calling GetInterface method for the CorRuntimeHost interface.
08:40:44:457 6860 2492 Success.
08:40:44:458 6860 2492 Starting CLR...
08:40:44:459 6860 2492 Success.
08:40:44:460 6860 2492 Getting the CLR version.
08:40:44:461 6860 2492 The CLR v4.0.30319 has been initialized successfully.
08:40:44:464 6860 2492 Creating a new domain setup.
08:40:44:469 6860 2492 Success.
08:40:44:472 6860 2492 Getting the add-in directory.
08:40:44:474 6860 2492 Success. The directory is 'C:\Program Files (x86)\Mitratech Holdings\Mitratech Office Link Outlook Add-in\'
08:40:44:477 6860 2492 The configuration file is 'C:\Program Files (x86)\Mitratech Holdings\Mitratech Office Link Outlook Add-in\App.config'
08:40:44:478 6860 2492 The 'shadow copy' is enabled.
08:40:44:480 6860 2492 Creating a new application domain.
08:40:44:520 6860 2492 Success.
08:40:44:523 6860 2492 Creating an instance of the managed class. Assembly identity: 'MitratechOutlookAddIn, PublicKeyToken=90CB1B264FA7CD9C'
08:40:45:835 6860 2492 Attempting to create a new instance of the managed add-in class: CLR - v4.0.30319
08:40:45:836 6860 2492 Creating an instance of the managed class. Assembly identity: 'MitratechOutlookAddIn, PublicKeyToken=90CB1B264FA7CD9C'
08:40:49:889 6860 2492 Attempting to create a new instance of the managed add-in class: CLR - v4.0.30319
08:40:49:890 6860 2492 Creating an instance of the managed class. Assembly identity: 'MitratechOutlookAddIn, PublicKeyToken=90CB1B264FA7CD9C'
09:15:28:858 6860 2492 Attempting to create a new instance of the managed add-in class: CLR - v4.0.30319
09:15:28:860 6860 2492 Creating an instance of the managed class. Assembly identity: 'MitratechOutlookAddIn, PublicKeyToken=90CB1B264FA7CD9C'

======== adxregistrator.log ===============
Add-in Express Registrator Log File: 06/25/2018 14:02:24

Installation directory: C:\Program Files (x86)\Mitratech Holdings\Mitratech Office Link Outlook Add-in\
Registrator version: 8.2.4371.0
Operating System: Microsoft Windows 7 Enterprise Edition Service Pack 1 (build 7601), 64-bit
Process Owner: Administrator
Command Line: "C:\Program Files (x86)\Mitratech Holdings\Mitratech Office Link Outlook Add-in\adxregistrator.exe" /uninstall="MitratechOutlookAddIn.dll" /privileges=user /generateLogFile=true
Run 'As Administrator': Yes
Process Elevated: Yes
Integrity Level: High
UAC (User Account Control): Off
--------------------------------------------------------------
14:02:24 0280 Starting the add-in unregistration process.
14:02:24 0280 Loading mscoree.dll
14:02:24 0280 Success.
14:02:24 0280 .NET Framework installation directory:
14:02:24 0280 The latest version of .NET Framework: 'v4.0.30319'
14:02:24 0280 Loading CLR: v4.0.30319.
14:02:24 0280 Calling CLRCreateInstance method.
14:02:24 0280 Success.
14:02:24 0280 Calling GetRuntime method.
14:02:24 0280 Success.
14:02:24 0280 Checking if the hosting API of .NET Framework v4.0 beta is installed.
14:02:24 0280 The hosting API is up to date.
14:02:24 0280 Calling GetInterface method for the CorRuntimeHost interface.
14:02:24 0280 Success.
14:02:24 0280 Starting CLR...
14:02:24 0280 Success.
14:02:24 0280 Getting the CLR version.
14:02:24 0280 The CLR v4.0.30319 has been initialized successfully.
14:02:24 0280 Creating a new domain setup.
14:02:24 0280 Success.
14:02:24 0280 Getting the add-in directory.
14:02:24 0280 Success. The directory is 'C:\Program Files (x86)\Mitratech Holdings\Mitratech Office Link Outlook Add-in\'
14:02:24 0280 The 'shadow copy' is disabled.
14:02:24 0280 Creating a new application domain.
14:02:24 0280 Success.
14:02:24 0280 Getting the base directory for the domain.
14:02:24 0280 Success. The directory is 'C:\Program Files (x86)\Mitratech Holdings\Mitratech Office Link Outlook Add-in\'.
14:02:24 0280 Searching for the Add-in Express core library.
14:02:24 0280 Success. The 'AddinExpress.MSO.2005.dll' file is found.
14:02:24 0280 Creating an instance of the 'AddinExpress.Deployment.ADXRegistrator' class.
14:02:24 0280 Assembly identity is 'AddinExpress.MSO.2005'.
14:02:24 0280 Success.
14:02:24 0280 Unwrapping the instance of the 'AddinExpress.Deployment.ADXRegistrator' class.
14:02:24 0280 Success.
14:02:24 0280 Calling the managed unregistration procedure (DISPID = 1610743823).
14:02:26 0280 Success.
14:02:26 0280 The add-in unregistration process is completed with HRESULT = 0.
Posted 18 Jun, 2019 11:46:45 Top
Andrei Smolin


Add-in Express team


Posts: 16325
Joined: 2006-05-11
Hello Michael,

Thank you for providing the log files. On the Windows 7 machine, reinstall all .NET Framework versions (except for those pre-installed).

Also, make sure the Loader folder of your add-in project contains loaders from the installed Add-in Express version and your setup project deploys these loaders as well as adxregistrator.exe from the installed Add-in Express version.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 19 Jun, 2019 06:33:17 Top
michael tobler




Posts: 3
Joined: 2019-06-18
Thank you Andrei!

Unfortunately, our client has strong security set in their environment, so a user can not install software or Windows components (such as .NET frameworks). All software on a user's machine is pushed to their machine from their IT department software repository.

To install software (like our Add-in) to be installed on a user computer, an IT administrator must connect to the user's machine (such as RDP) - during the install, Windows security prompts for "admin credentials". No, the software is not "installed as administrator", it is a security policy that users can not install software.

Maybe I ask "what versions of .NET are installed"? Is that what we want to know?
Or do you think there is something wrong with the .NET libraries already installed?

Related to your comment about "the loaders". To remind, the Add-in works at other client installations, and it works in our environment. It seems for this client environment, "something" does not allow the Add-in to load.

Should I do a WebEx with the user and run "Process Monitor"[1] then execute Outlook - what can we look for?
Registry entries? File system activity (exe or dll loaded)?

[1] https://docs.microsoft.com/en-us/sysinternals/downloads/procmon
Posted 19 Jun, 2019 08:35:50 Top
Andrei Smolin


Add-in Express team


Posts: 16325
Joined: 2006-05-11
Hello Michael,

michael tobler writes:
Unfortunately, our client has strong security set in their environment, so a user can not install software or Windows components (such as .NET frameworks). All software on a user's machine is pushed to their machine from their IT department software repository.


Then, you should talk to their administrator. The adxloader.log shows several attempts to create an instance of the add-in module's class. We attribute such an issue to s problem in the .NET Framework version used. I suggest that the .NET Framework versions (other than pre-installed) should be uninstalled and then installed in the natural order (from older to newer).

michael tobler writes:
Related to your comment about "the loaders".


This isn't about errors/problems. This is about diagnostics and reporting.

michael tobler writes:
Should I do a WebEx with the user


I don't think this can help as the issue relates to the add-in module's class not getting created.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 19 Jun, 2019 08:52:06 Top
michael tobler




Posts: 3
Joined: 2019-06-18
Yes, this reply is a long time from other replies - the client takes a long time to do work.

We asked the client to uninstall all .NET Framework versions and then install .NET Framework on the user test machine. Then they installed our add-in (remember, we only have an issue at this client - other client's have no issue with add-in).

The user starts up Outlook, and our add-in is not visible.

There is no adxloader.log.
The new adxregistrator.log is below.

a) Can we see what is wrong - why Add-in does not load and display?

b) why is the "Date" as 05/14/2018 15:05:37 in new log,
but in the old log in my first post date: 06/25/2018 14:02:24??

c) I am also curious - this new log shows
Starting the add-in registration process.
--- but in first log we see
Starting the add-in unregistration process.


Add-in Express Registrator Log File: 05/14/2018 15:05:37

Installation directory: C:Program Files (x86)Mitratech HoldingsMitratech Office Link Outlook Add-in
Registrator version: 8.2.4371.0
Operating System: Microsoft Windows 7 Enterprise Edition Service Pack 1 (build 7601), 64-bit
Process Owner: System
Command Line: "C:Program Files (x86)Mitratech HoldingsMitratech Office Link Outlook Add-indxregistrator.exe" /install="MitratechOutlookAddIn.dll" /privileges=user /generateLogFile=true
Run 'As Administrator': Yes
Process Elevated: Yes
Integrity Level: System
UAC (User Account Control): Off
--------------------------------------------------------------
15:05:37 0276 Starting the add-in registration process.
15:05:37 0276 Loading mscoree.dll
15:05:37 0276 Success.
15:05:37 0276 .NET Framework installation directory: 
15:05:37 0276 The latest version of .NET Framework: 'v4.0.30319'
15:05:37 0276 Loading CLR: v4.0.30319.
15:05:37 0276 Calling CLRCreateInstance method.
15:05:37 0276 Success.
15:05:37 0276 Calling GetRuntime method.
15:05:37 0276 Success.
15:05:37 0276 Checking if the hosting API of .NET Framework v4.0 beta is installed.
15:05:37 0276 The hosting API is up to date.
15:05:37 0276 Calling GetInterface method for the CorRuntimeHost interface.
15:05:37 0276 Success.
15:05:37 0276 Starting CLR...
15:05:37 0276 Success.
15:05:37 0276 Getting the CLR version.
15:05:37 0276 The CLR v4.0.30319 has been initialized successfully.
15:05:37 0276 Creating a new domain setup.
15:05:37 0276 Success.
15:05:37 0276 Getting the add-in directory.
15:05:37 0276 Success. The directory is 'C:Program Files (x86)Mitratech HoldingsMitratech Office Link Outlook Add-in'
15:05:37 0276 The 'shadow copy' is disabled.
15:05:37 0276 Creating a new application domain.
15:05:37 0276 Success.
15:05:37 0276 Getting the base directory for the domain.
15:05:37 0276 Success. The directory is 'C:Program Files (x86)Mitratech HoldingsMitratech Office Link Outlook Add-in'.
15:05:37 0276 Searching for the Add-in Express core library.
15:05:37 0276 Success. The 'AddinExpress.MSO.2005.dll' file is found.
15:05:37 0276 Creating an instance of the 'AddinExpress.Deployment.ADXRegistrator' class.
15:05:37 0276 Assembly identity is 'AddinExpress.MSO.2005'.
15:05:37 0276 Success.
15:05:37 0276 Unwrapping the instance of the 'AddinExpress.Deployment.ADXRegistrator' class.
15:05:37 0276 Success.
15:05:37 0276 Calling the managed registration procedure (DISPID = 1610743823).
15:05:38 0276 Success.
15:05:38 0276 The add-in registration process is completed with HRESULT = 0.
Posted 19 Sep, 2019 13:34:32 Top