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    Outlook/Kopano OL extension crash when sending from other software

    Kopano OL Extension (KOE)
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    • metagmbh
      metagmbh last edited by metagmbh

      Hi,

      I have done this on 2 clients reproduceable. Do the following:

      1. Open Excel or a PDF (I have not tested other software) and send it via email out of the software (Excel: File, share, send via email)
      2. Send the email to anyone or yourself
      3. Outlook crashes: 0_1498813627863_Unbenannt.JPG
      4. The email will be send anyway
        __
        Problemsignatur:
        Problemereignisname: APPCRASH
        Anwendungsname: OUTLOOK.EXE
        Anwendungsversion: 15.0.4937.1000
        Anwendungszeitstempel: 591aa454
        Fehlermodulname: KERNELBASE.dll
        Fehlermodulversion: 6.1.7601.23807
        Fehlermodulzeitstempel: 5915f98e
        Ausnahmecode: e0434352
        Ausnahmeoffset: 0000c54f
        Betriebsystemversion: 6.1.7601.2.1.0.256.48
        Gebietsschema-ID: 1031

      Zusatzinformationen zum Problem:
      LCID: 1031
      skulcid: 1031
      __
      Outlook Kopano Extension 1.4.202

      Z-Push: 2.3.7+0
      PHP-MAPI: 8.3.0-1042

      root@mail:~# kopano-admin -V
      Product version: 8,3,0,1042
      File version: 1042

      Any hints?

      fbartels 1 Reply Last reply Reply Quote 0
      • fbartels
        fbartels Kopano @metagmbh last edited by

        Hi @metagmbh ,

        I don’t have an Outlook 2013 at hand, but was unable to reproduce your crash with Outlook 2016. Do you have Outlook already opened when trying to send the mail from Excel?

        Regards Felix

        Resources:
        https://kopano.com/blog/how-to-get-kopano/
        https://documentation.kopano.io/
        https://kb.kopano.io/

        Support overview:
        https://kopano.com/support/

        1 Reply Last reply Reply Quote 0
        • metagmbh
          metagmbh last edited by

          Hi,

          yes, I had Outlook already opened when sending out of Excel.

          fbartels 1 Reply Last reply Reply Quote 0
          • fbartels
            fbartels Kopano @metagmbh last edited by

            @metagmbh ok, then it seems the same steps either don’t apply to Outlook 2016 or are depending on other yet unknown factors (as i’ve had Outlook open as well, when sharing the file from excel).

            Regards Felix

            Resources:
            https://kopano.com/blog/how-to-get-kopano/
            https://documentation.kopano.io/
            https://kb.kopano.io/

            Support overview:
            https://kopano.com/support/

            leroyk2 1 Reply Last reply Reply Quote 0
            • metagmbh
              metagmbh last edited by

              Yes, we can not reproduce this error on 2016, too, but I can borrow a Office 2013 licence if you want.

              fbartels 1 Reply Last reply Reply Quote 0
              • fbartels
                fbartels Kopano @metagmbh last edited by

                @metagmbh just as an fyi. we were able to reproduce this internally with Outlook 2013 as well. we created a ticket to further investigate and fix. ticket is https://jira.kopano.io/browse/KOE-132.

                Regards Felix

                Resources:
                https://kopano.com/blog/how-to-get-kopano/
                https://documentation.kopano.io/
                https://kb.kopano.io/

                Support overview:
                https://kopano.com/support/

                1 Reply Last reply Reply Quote 0
                • petervbeck
                  petervbeck last edited by

                  is this issue similar to “send as pdf” (also with OL2013) ?

                  I have some users complaining about this error when using Word, then click “Share” - “E-Mail” - “Send as PDF” with Outlook 2013, OL-Extension 1.4:

                  0_1499268621325_mail_pdf_olmapi.png

                  1 Reply Last reply Reply Quote 0
                  • metagmbh
                    metagmbh last edited by metagmbh

                    Thanks for the information. I will wait for a fix.

                    When the patch is finished, I could test it for you in advance.

                    fbartels 1 Reply Last reply Reply Quote 0
                    • fbartels
                      fbartels Kopano @metagmbh last edited by

                      @metagmbh thanks. will keep that in mind.

                      Regards Felix

                      Resources:
                      https://kopano.com/blog/how-to-get-kopano/
                      https://documentation.kopano.io/
                      https://kb.kopano.io/

                      Support overview:
                      https://kopano.com/support/

                      1 Reply Last reply Reply Quote 0
                      • leroyk2
                        leroyk2 @fbartels last edited by

                        @fbartels

                        We have the same problem with Outlook 2016 (office 365, 32bit).

                        Reprosteps

                        • Outlook is already opened
                        • Send mail from Adobe Acrobat Reader DC
                        • KOE crashed
                        1 Reply Last reply Reply Quote 0
                        • Coffee_is_life
                          Coffee_is_life last edited by Coffee_is_life

                          @fbartels

                          Tested aswell and Outlook 2016 crashes.
                          Reposteps
                          same as @leroyk2

                          Adobe-version: 11.0.20.17
                          Outlook-Version: Outlook 2016 H&B 16.0.7830 - 64Bit

                          Problemsignatur:
                            Problemereignisname:	APPCRASH
                            Anwendungsname:	OUTLOOK.EXE
                            Anwendungsversion:	16.0.7870.2031
                            Anwendungszeitstempel:	58d814b0
                            Fehlermodulname:	ucrtbase.DLL
                            Fehlermodulversion:	10.0.10586.788
                            Fehlermodulzeitstempel:	5879ab76
                            Ausnahmecode:	40000015
                            Ausnahmeoffset:	000000000006990f
                            Betriebsystemversion:	6.1.7601.2.1.0.256.48
                            Gebietsschema-ID:	1031
                          
                          Zusatzinformationen zum Problem:
                            LCID:	1031
                            skulcid:	1031
                          
                          

                          Error appears when sending. Can edit the mailbody and can see the file as attachment

                          Coffee_is_life

                          1 Reply Last reply Reply Quote 0
                          • fbartels
                            fbartels Kopano last edited by

                            The issue with Adobe Acrobat has been reproduced a while ago as well, the ticket for this is https://jira.kopano.io/browse/KOE-133.

                            Some fixes for that have btw already found the way into the nightly build, but the mentioned ones still occur.

                            Fun fact: if you disable KOE and share a pdf from Adobe Acrobat Outlook will not crash, but completely freeze once you select a different folder in your inbox. But that might be a topic for an Adobe Acrobat forum.

                            Regards Felix

                            Resources:
                            https://kopano.com/blog/how-to-get-kopano/
                            https://documentation.kopano.io/
                            https://kb.kopano.io/

                            Support overview:
                            https://kopano.com/support/

                            1 Reply Last reply Reply Quote 0
                            • timsexton
                              timsexton last edited by

                              We have a customer who use an accounting package that emails invoices in pdf format via Outlook. KOE 1.3 is fine but 1.4 and 1.5 beta cause OL 2016 to crash. KOE disabled it works fine so KOE related. Could this be the same issue before we open a ticket?

                              fbartels 1 Reply Last reply Reply Quote 0
                              • fbartels
                                fbartels Kopano @timsexton last edited by

                                @timsexton support tickets from customers with active subscriptions always help when prioritising development ;-)

                                Regards Felix

                                Resources:
                                https://kopano.com/blog/how-to-get-kopano/
                                https://documentation.kopano.io/
                                https://kb.kopano.io/

                                Support overview:
                                https://kopano.com/support/

                                timsexton 1 Reply Last reply Reply Quote 0
                                • timsexton
                                  timsexton @fbartels last edited by

                                  @fbartels Customer is Secon Solar - a new Kopano client who is having several problems. One is that flags and categories don’t sync in Outlook on shared mailboxes and with feedback from Kopano we have been asked to try KOE1.5 beta. Unfortunately 1.5 crashes OL 2016 when they try and send an email from their accounts package which sends pdf files to OL via MS Publisher. Shall I raise a ticket?

                                  fbartels 1 Reply Last reply Reply Quote 0
                                  • fbartels
                                    fbartels Kopano @timsexton last edited by fbartels

                                    @timsexton support tickets from customers with active subscriptions always help when prioritising development ;-)

                                    PS I should add: this is a community forum, so if you depend on answers then you always should open a support case.

                                    Regards Felix

                                    Resources:
                                    https://kopano.com/blog/how-to-get-kopano/
                                    https://documentation.kopano.io/
                                    https://kb.kopano.io/

                                    Support overview:
                                    https://kopano.com/support/

                                    1 Reply Last reply Reply Quote 0
                                    • eli
                                      eli last edited by

                                      We have the same problem with Outlook 2016 and sending from Excel (not a rare occurrence). The support told me, it’s handled in the jira case 132, But there is only talk of Outlook 2013 and Word - and no activity in bug fixing. Any idea if there will be a fix soon?

                                      1 Reply Last reply Reply Quote 0
                                      • fbartels
                                        fbartels Kopano last edited by

                                        There is also https://jira.kopano.io/projects/KOE/issues/KOE-133

                                        Regards Felix

                                        Resources:
                                        https://kopano.com/blog/how-to-get-kopano/
                                        https://documentation.kopano.io/
                                        https://kb.kopano.io/

                                        Support overview:
                                        https://kopano.com/support/

                                        1 Reply Last reply Reply Quote 0
                                        • eli
                                          eli last edited by

                                          @fbartels said in Outlook/Kopano OL extension crash when sending from other software:

                                          KOE-133

                                          but the last comment in KOE-133 says : “The freeze seems specific to Acrobat, from Office apps it works fine in both cases now”

                                          So both cases are ignoring Office 2016 - and the importance. We had just 15 PC’s migrated to KOE 1.4.209, and two detected the crashes. So we stopped the roll out and went back to KOE 1.3 - the bugs fixed in 1.4 are not so hard than this crashes.
                                          The message that comes up says “KOE caused Outlook to crash” - that creates immediately bad associations with Kopano. The good functionality that it adds to Outlook will get of the mind.

                                          fbartels 1 Reply Last reply Reply Quote 0
                                          • fbartels
                                            fbartels Kopano @eli last edited by

                                            @eli said in Outlook/Kopano OL extension crash when sending from other software:

                                            but the last comment in KOE-133 says : “The freeze seems specific to Acrobat, from Office apps it works fine in both cases now”

                                            The most important word here seems to be the last one, e.g. “now”. I have not tried it myself yet but you could test with the latest development build available from https://download.kopano.io/community/olextension:/.

                                            Regards Felix

                                            Resources:
                                            https://kopano.com/blog/how-to-get-kopano/
                                            https://documentation.kopano.io/
                                            https://kb.kopano.io/

                                            Support overview:
                                            https://kopano.com/support/

                                            1 Reply Last reply Reply Quote 0
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