Outlook is freezing when loading add-in

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Outlook is freezing when loading add-in
Outlook is freezing when loading add-in 
Sam Vaynshtok




Posts: 23
Joined: 2010-05-24
We have a very frustrating problem we have a customer that installed our add-in on a hundred or so machines with no issues. For only one individual running Office 2010 on XP SP3 Outlook is freezing during add-in loading. They have a lot of add-ins besides one developed by us and they all show in their toolbars, but email pane never loads. Clicking one any toolbar button will blank out all toolbars. CPU goes constantly up to 50%.

The weird thing is that another user can login on the same machine with no problems whatsoever. Both users have admin rights on this machine. They tried to change the Outlook profile for the user in question with no luck. Logging the same user on another machine produces similar but slightly different results outlook seems to load email pane, but then freezes up when clicking on a toolbar.

Any pointers as to how debug the issue are much appreciated.

Thanks,

Sam

Here is adxloader.log

Add-in Express Loader Log File: 06/09/2011 16:00:06

Startup directory: C:\Program Files\Oncontact\7\bin\
Loader version: 6.0.3040
------------------
16:00:06 3852 4004 Start.
16:00:06 3852 4004 Reading the registry key 'HKEY_CLASSES_ROOT\CLSID\{EAE93F91-CB17-48E7-8A57-B1FADEAC1D78}'
16:00:06 3852 4004 Success. The registry key 'HKEY_CLASSES_ROOT\CLSID\{EAE93F91-CB17-48E7-8A57-B1FADEAC1D78}' is closed.
16:00:06 3852 4004 Converting the '{4BA250A6-8BCA-46A6-982A-F340081187C3}' CLSID from string.
16:00:06 3852 4004 Success.
16:00:06 3852 4004 Attempting to get the class object by the '{4BA250A6-8BCA-46A6-982A-F340081187C3}' CLSID.
16:00:06 3852 4004 Success.
16:00:06 3852 4004 Creating a new instance of the add-in loader.
16:00:06 3852 4004 Success.
16:00:06 3852 4004 Loading the configuration from the system registry.
16:00:06 3852 4004 Getting the latest CLR version.
16:00:06 3852 4004 The latest CLR version is 'v4.0.30319'.
16:00:06 3852 4004 The configuration has been loaded successfully.
16:00:06 3852 4004 Runtime version: v4.0.30319.
16:00:06 3852 4004 Assembly name: Oncontact.BaseApp.Client.Outlook.Addin.
16:00:06 3852 4004 Class name: Oncontact.BaseApp.Client.Outlook.Addin.AddinModule.
16:00:06 3852 4004 Attempting to create a new instance of the managed add-in class: CLR - v4.0.30319
16:00:06 3852 4004 Loading CLR: v4.0.30319.
16:00:06 3852 4004 Calling GetCLRMetaHost method.
16:00:06 3852 4004 Success.
16:00:06 3852 4004 Calling GetRuntime method.
16:00:06 3852 4004 Success.
16:00:06 3852 4004 Calling GetInterface method.
16:00:06 3852 4004 The GetInterface method returned 'No such interface supported'
16:00:06 3852 4004 Calling GetInterface method for the CorRuntimeHost interface.
16:00:06 3852 4004 Success.
16:00:06 3852 4004 Starting CLR...
16:00:06 3852 4004 Success.
16:00:06 3852 4004 The CLR v4.0.30319 has been initialized successfully.
16:00:06 3852 4004 Creating a new domain setup.
16:00:06 3852 4004 Success.
16:00:06 3852 4004 Getting the add-in directory.
16:00:06 3852 4004 Success. The directory is 'C:\Program Files\Oncontact\7\bin\'
16:00:06 3852 4004 The configuration file is 'C:\Program Files\Oncontact\7\bin\app.config'
16:00:06 3852 4004 The 'shadow copy' is enabled.
16:00:06 3852 4004 Creating a new application domain.
16:00:06 3852 4004 Success.
16:00:06 3852 4004 Unwrapping the managed class.
16:00:07 3852 4004 Success.
16:00:07 3852 4004 Querying the add-in extensibility.
16:00:07 3852 4004 Querying the custom task panes.
16:00:07 3852 4004 Querying the ribbon extensibility.
16:00:07 3852 4004 Success.
16:00:07 3852 4004 Querying the form regions.
16:00:07 3852 4004 Success.
16:00:07 3852 4004 Getting the dispid of the 'Dispose' method.
16:00:07 3852 4004 Success.
16:00:07 3852 4004 The managed add-in class has been created successfully.

Here is adxregistrator.log

Add-in Express Registrator Log File: 06/09/2011 13:07:56

Installation directory: C:\Program Files\Oncontact\7\bin\
Registrator version: 6.0.3043.0
-------------------------------
13:07:56 Starting the add-in registration process.
13:07:56 Loading mscoree.dll
13:07:56 Success.
13:07:56 .NET Framework installation directory:
13:07:56 The latest version of .NET Framework: 'v4.0.30319'
13:07:56 Loading CLR: v4.0.30319.
13:07:56 Calling GetCLRMetaHost method.
13:07:56 Failed.
13:07:56 The loader will try to use the old Framework API.
13:07:57 The CLR v4.0.30319 has been initialized successfully.
13:07:57 Creating a new domain setup.
13:07:57 Success.
13:07:57 Getting the add-in directory.
13:07:57 Success. The directory is 'C:\Program Files\Oncontact\7\bin\'
13:07:57 The configuration file is '(null)'
13:07:57 The 'shadow copy' is disabled.
13:07:57 Creating a new application domain.
13:07:57 Success.
13:07:57 Getting the base directory for the domain.
13:07:57 Success. The directory is 'C:\Program Files\Oncontact\7\bin\'.
13:07:57 Searching for the Add-in Express core library.
13:07:57 Success. The 'AddinExpress.MSO.2005.dll' file is found.
13:07:57 Creating an instance of the 'AddinExpress.Deployment.ADXRegistrator' class.
13:07:57 Assembly identity is 'AddinExpress.MSO.2005'.
13:07:57 Success.
13:07:57 Unwrapping the instance of the 'AddinExpress.Deployment.ADXRegistrator' class.
13:07:57 Success.
13:07:57 Calling the managed registration procedure.
13:07:57 Success.
13:07:57 The add-in registration process is completed with HRESULT = 0.
Posted 10 Jun, 2011 09:22:30 Top
Eugene Astafiev


Add-in Express team


Posts: 8540
Joined: 2007-07-25
Hi Sam,

Thank you for providing me with the log files. I have noticed the following line in the log files:

Registrator version: 6.0.3043.0
Loader version: 6.0.3040


It looks like you use an old build of Add-in Express 2010. You can download the latest build from our web site. Then please don't forget to replace the adxloader.dll in the Loader folder of your project with a new one (see the Redistributables folder).

Is the certificate revocation option enabled on your problematic PC?
.NET, Extended MAPI, Windows Phone & RT
Posted 10 Jun, 2011 09:38:06 Top
Sam Vaynshtok




Posts: 23
Joined: 2010-05-24
I will get the latest version, but as I mentioned, more than hundred users have no problems, while one particular user does, even when logged in on a different machine.
It well might be that she has some starnge Outlook layout settings that others don't have and this is locking up. However, I need advise on how to identify the problem.
When they disable our add-in - Outlook loads just fine.

Regarding certificate revocation - since other users can work from the same machine - I suspect this is not an issue. They do, however, have Proxy Server, but I don't know if Outlook is using certificates. Does outlook have some logging or debugging that can give me any clue on what it is trying to do while locking up?

Thanks,

Sam
Posted 10 Jun, 2011 11:07:39 Top
Andrei Smolin


Add-in Express team


Posts: 14983
Joined: 2006-05-11
Hi Sam,

Do you use ADXOlForm-based classes in your code? Do you show thme in the Web ViewPane layout?

Is the customer connected to Exchanged? if so, is it Cached or NonCached mode?

Regards from Belarus (GMT+2),

Andrei Smolin
Add-in Express Team Leader
Posted 10 Jun, 2011 11:20:25 Top
Sam Vaynshtok




Posts: 23
Joined: 2010-05-24
Andrei,

We don't use any form classes - only toolbar buttons that invoke our WPF controls. We do have some code that deals with Outlook Inspectors and events (mostly to enable / disable buttons).

We did think about cached vs. Exchange mode - that is one question that we asked the customer and don't have an answer yet. It also seems like this user has roaming profile, don't know if this is an issue, but we'll try to look there also.
Posted 10 Jun, 2011 11:55:46 Top
Eugene Astafiev


Add-in Express team


Posts: 8540
Joined: 2007-07-25
Hi Sam,

Are you able to reproduce the issue without any Add-in Express based add-in installed?
.NET, Extended MAPI, Windows Phone & RT
Posted 12 Jun, 2011 09:02:32 Top
Sam Vaynshtok




Posts: 23
Joined: 2010-05-24
No, as I mentioned before - if our add-in is disabled - then everything works.
Posted 12 Jun, 2011 14:40:35 Top
Andrei Smolin


Add-in Express team


Posts: 14983
Joined: 2006-05-11
Hi Sam,

Try checking if there's outlook.exe.config in the Office folder. If it exists, please let me look into it.

Sam Vaynshtok wrote:
The weird thing is that another user can login on the same machine with no problems whatsoever. Both users have admin rights on this machine.


Do they have the same list of add-ins? If this is possible, please let me look into such a list. You can send an email to our support email address, please find it in readme.txt.

Regards from Belarus (GMT+2),

Andrei Smolin
Add-in Express Team Leader
Posted 13 Jun, 2011 04:44:19 Top
Sam Vaynshtok




Posts: 23
Joined: 2010-05-24
There is no outlook.exe.config in the Office folder. They did not give us the list of add-ins, but they did disable all of them, bit ours and Outlook still hangs. As I mentioned before - loging in as that user on a different machine produces similar results, while different user on the same machines works just fine. They install add-ins per-machine, so it shouldn't be an issue.
I am at complete loss - I even looked at Fusion logs and it seems that correct assemblies are loaded. Does Outlook have any logging that can give us at least some clue?
Posted 20 Jun, 2011 08:22:52 Top
Andrei Smolin


Add-in Express team


Posts: 14983
Joined: 2006-05-11
Hi Sam,

I'd check if the users have the same permissions to the add-in installation folder, to the registry, etc.

I'd also check if the correct registry entries are written to the HKCU of that user. Plus there should be no similar entry in the HKLM.

Regards from Belarus (GMT+2),

Andrei Smolin
Add-in Express Team Leader
Posted 20 Jun, 2011 08:31:52 Top