Outlook/Kopano OL extension crash when sending from other software

leroyk2

@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

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

fbartels

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.

timsexton

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

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

timsexton

@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

@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.

eli

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

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

eli

@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

@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:/.

eli

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

ps-drinks

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

psimpson

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.