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    Outlook/Kopano OL extension crash when sending from other software

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

                            Even the latest version 1.5-218 has the same problem. I fear that all clients that have version 1.4 installed have this issue, they may just not send files out of other applications. Steps to reproduce the issue

                            • open Outlook
                            • open a file in Excel
                            • select “send file as attachment to an e-mail recipient”
                            • switch to Outlook
                              • it may be not responding, otherwise just close it
                              • if you start it again KOE is deactivated
                            1 Reply Last reply Reply Quote 0
                            • ps-drinks
                              ps-drinks last edited by

                              We are actual facing also Problems like this. Our ERP System calls Outlook via Official MS .NET libs to open a Message with attachments. After this Kopano OL Extension is killing Outlook and is disabled after restart. In Windows Application Logs the following error msg comes up:

                              Fehler bei der Ausführung des Add-Ins. Outlook ist während des Rückrufs 'Read' der Schnittstelle 'ItemEvents_10' beim Aufrufen des Add-Ins 'Kopano OL Extension' abgestürzt.

                              Outlook 2016
                              KopanoOLExtension-1.4-209

                              kopano-admin -V
                              Product version: 8,3,4,12
                              File version: 12

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

                                This sounds like an issue that has been fixed in 1.5 (KOE-132), which is currently in beta, and in 1.6.
                                There is still an issue when sending from Acrobat, but all Office applications seem to work now. I would guess they use the official MS libs too. If the issue persists, could you let me know which libraries you are using specifically? Thanks.

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