Outlook/Kopano OL extension crash when sending from other software

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?

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?

Hi,

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

@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).

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

@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.

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

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

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

@metagmbh thanks. will keep that in mind.

@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

@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

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.

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?

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

@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?

@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.

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?

@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.

@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:/.