Outlook M365 2209 Crashing

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Outlook M365 2209 Crashing
 
Craig Callender




Posts: 21
Joined: 2021-07-06
Hi Add-in Express,
We're seeing multiple clients of ours experiencing outlook crashing after upgrading Outlook to 2209 (Monthly Update Channel). We're curious if you've seen similar reports from customers of yours that provide a COM Add-in to Outlook clients. We're still in the investigation phase of trying to determine root cause, but figured we'd check in with you while we do this.

The error is:

Log Name:      Application
Source:        Application Error
Date:          12/5/2022 2:43:22 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      REDACTED

Description:
Faulting application name: OUTLOOK.EXE, version: 16.0.15629.20258, time stamp: 0x63603097
Faulting module name: ucrtbase.dll, version: 10.0.19041.789, time stamp: 0x2bd748bf

Exception code: 0xc0000409
Fault offset: 0x000000000007286e
Faulting process id: 0x7e04
Faulting application start time: 0x01d908ddcc447eb2
Faulting application path: C:Program FilesMicrosoft Office
ootOffice16OUTLOOK.EXE
Faulting module path: C:WINDOWSSystem32ucrtbase.dll
Report Id: 8c2d3043-3af5-4419-b539-970c604c8285
Faulting package full name:
Faulting package-relative application ID:

Event Xml:
<Event xmlns=http://schemas.microsoft.com/win/2004/08/events/event>
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>100</Task>
    <Opcode>0</Opcode>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2022-12-05T19:43:22.9488357Z" />
    <EventRecordID>649109</EventRecordID>
    <Correlation />
    <Execution ProcessID="0" ThreadID="0" />
    <Channel>Application</Channel>
    <Computer>REDACTED</Computer>
    <Security />
  </System>
  <EventData>
    <Data>OUTLOOK.EXE</Data>
    <Data>16.0.15629.20258</Data>
    <Data>63603097</Data>
    <Data>ucrtbase.dll</Data>
    <Data>10.0.19041.789</Data>
    <Data>2bd748bf</Data>
    <Data>c0000409</Data>
    <Data>000000000007286e</Data>
    <Data>7e04</Data>
    <Data>01d908ddcc447eb2</Data>
    <Data>C:Program FilesMicrosoft Office
ootOffice16OUTLOOK.EXE</Data>
    <Data>C:WINDOWSSystem32ucrtbase.dll</Data>
    <Data>8c2d3043-3af5-4419-b539-970c604c8285</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>
Posted 09 Dec, 2022 04:48:49 Top
Andrei Smolin


Add-in Express team


Posts: 18857
Joined: 2006-05-11
Hello Craig,

No, we don't have such reports at the moment. But check https://www.add-in-express.com/forum/read.php?SHOWALL_1=1&FID=5&TID=16369#nav_start; they had the same Exception???code:???0xc0000409.

Regards from Poland (GMT+1),

Andrei Smolin
Add-in Express Team Leader
Posted 09 Dec, 2022 06:34:49 Top
Craig Callender




Posts: 21
Joined: 2021-07-06
Thanks, Andrei. That gives us something to investigate.
Posted 09 Dec, 2022 08:59:15 Top
Craig Callender




Posts: 21
Joined: 2021-07-06
Hey @Andrei,
We've been able to get some process dumps from one of our affected customers. One thing that's interesting is the when the crash occurs, we see this in the main thread: [img]https://imgur.com/a/BFMIXQo[/img]. I have a few questions:
1. Is there a way I could get Add-in Express PDB files to include in a build for this customer to get better stack traces?
2. If we stop our add-in from handling these Add-in Express events, would it stop them from firing at all? (trying to figure out if we can isolate it).

From what I see in the stack trace, the main thread is in Add-in Express code and hasn't hit our add-in code yet, but I'm not an expert on .dmp files.
Posted 13 Dec, 2022 10:06:58 Top
Craig Callender




Posts: 21
Joined: 2021-07-06
Sorry, my screenshot cut off the second event, the full path of it is:
> AddinExpress.MSO.2005.dll!AddinExpress.MSO.ADXAddinModule.OlExplorerEvents_10_SinkHelper.AddinExpress.MSO.IExplorerEvents_10.FolderSwitch()
Posted 13 Dec, 2022 10:09:06 Top
Craig Callender




Posts: 21
Joined: 2021-07-06
Also, we're on Add-in Express 9.5.4661.0
Posted 13 Dec, 2022 10:23:50 Top
Andrei Smolin


Add-in Express team


Posts: 18857
Joined: 2006-05-11
Hello Craig,

I'm not an expert in dumps, either. The dump shows [External Code] before and after these calls. These calls are a reaction to the corresponding Outlook event; that would explain one [External Code] instance. I don't know what causes the second one. In case this is caused by the code of your add-in, you can try to comment our your code that handles the ADXOutlookAppEvents.FolderSwitch event. Also, either this or a similar event may be used by ADXOlForms; so you can try to disable them completely. Anyway, tomorrow, I'll ask our guys for possible explanations.

Outlook allows you to show calendars of other users. This requires some permissions obviously but this is doable. Can it be the the crash occurs on such a Calendar folder? That is, on a folder that doesn't belong to the user. The issue may be caused by getting some properties that aren't available of that I remember researching such a case and the VBA debugger/code correctly handled the property(ies) unavailable for the code; an exception occurred in the .NET based code when I got that property(ies). folder. I can't remember what properties may throw an exception, unfortunately. I suppose such a folder doesn't have Store as the user is given access to the calendar folder only, not the calendar folder's parent store. Also, I suspect that you can't get FolderPath on such a folder. I suppose the issue I was researching was an issue in Add-in Express Outlook forms as this is where we may need to have the FolderPath if your ADXOlFormsCollectionItem settings require us to do so. This is a guess, though.

Regards from Poland (GMT+1),

Andrei Smolin
Add-in Express Team Leader
Posted 13 Dec, 2022 12:06:26 Top
Vincent van Hulst




Posts: 8
Joined: 2022-12-16
Hello Andrei,

I can confirm this behaviour with our addin also since the latest versions of Office/Outlook. More and more of our end users are complaining about crashes of outlook with our addin enabled (which has been running stable for years). I have been experimenting with enabling and disabling some features and it seems that from the moment we are utilizing the adxOutlookEvents.ItemSend command (and use current mailitem etc), things go wrong. We do also use the adxOutlookEvents.ExplorerBeforeFolderSwitch to detect if users switch between calendars.

Could it be that MS is trying to address the outlook mailitem at the same time as addin express (for instance with their ms teams addin) and that somehow everything results in a freeze/crash of outlook?

We are using the latest version of add-in express. This is becoming a huge problem as we can't seem to solve it with our own coding.
Posted 16 Dec, 2022 03:50:27 Top
Craig Callender




Posts: 21
Joined: 2021-07-06
Hi Vincent,
Have you been able to get any type of replication steps? While our users are experiencing it, we have quite a few of our Engineers running tests that exercise a lot of our add-in codebase but have yet experienced a crash.

Our add-in also uses the adxOutlookEvents.ItemSend and the adxOutlookEvents.ExplorerBeforeFolderSwitch (but not to detect switching between calendars, just folders).

Anyways, if you have anything close to replication steps, I'd really appreciate sharing.

Thanks!
Craig
Posted 16 Dec, 2022 05:21:47 Top
Vincent van Hulst




Posts: 8
Joined: 2022-12-16
Hi Craig,

I am sorry to say that we are in the exact same situation. Running all types of simulations but we can't seem to reproduce it. Yes in very rare situations we do experience a freeze or crash but then can't pinpoint why; during a crash/freeze it's not hitting our code so we can't debug anything.

The only helpful thing is that one of our support employees has a couple of freezes/crashes per day, but it can't be allocated to a certain workflow or certain steps to reproduce things. It seems totally random, but then again, it feels like it has to do with different processes which want to access the mail-object or explorer-window or something. So what we currently do is create a 'stripped' version of the addin, have the support employee work with that version and from there on, keep giving her updated versions with minor pieces of functionality re-enabled until she experiences the freezes/crashes again.

So as we speak we seem to have it narrowed down to the utilization of the ItemSend, but not 100% sure.

Vincent
Posted 16 Dec, 2022 05:33:54 Top