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Bug #61337

Outlook crashes on startup

Added by Werner Nell 6 months ago. Updated 5 months ago.

Status:
New
Priority:
Normal
Assignee:
OutlookMAPIClientDevsGroup
Category:
Outlook
Target version:
Start date:
12/18/2019
Due date:
% Done:

0%

Estimated time:
Operation System:
Windows 10

Description

Outlook crashes on startup
User has changed colour of a flag last day
ommon shows serious errors

Outlook 2016
Scalix Connect 12.8.0.9221

scalix-res-12.8.0.25760-1.noarch
scalix-wireless-12.8.0.29254-1.noarch
scalix-postgres-12.8.0-15983.noarch
scalix-chardet-1.0.20071031-2.rhel7.i686
scalix-sac-12.8.0.25760-1.noarch
scalix-swa-12.8.0.29010-0.noarch
scalix-platform-12.8.0.29009-0.noarch
scalix-libical-0.44.976-2.rhel7.i686
scalix-tomcat-connector-12.6.0-14721.rhel7.noarch
scalix-sis-12.8.0.26795-1.noarch
scalix-text-extractors-1.0-3.rhel7.i686
scalix-tomcat-9.0.24-57.noarch
scalix-server-12.8.0.15039-1.rhel7.x86_64
scalix-iconv-extras-1.2-6.rhel7.i686


Files

ommon.log ommon.log 4.79 KB part of ommon output Werner Nell, 12/18/2019 02:29 AM
Screenshot_20191218_131716.png View Screenshot_20191218_131716.png 92.2 KB Alexey Bobyr, 12/18/2019 06:18 AM
Screenshot_20191218_133205.png View Screenshot_20191218_133205.png 52 KB Alexey Bobyr, 12/18/2019 06:33 AM
install.log install.log 8.71 KB Werner Nell, 01/02/2020 03:31 AM
Screenshot_20200102_155056.png View Screenshot_20200102_155056.png 142 KB Alexey Bobyr, 01/02/2020 09:30 AM
Screenshot_20200102_201931.png View Screenshot_20200102_201931.png 105 KB Alexey Bobyr, 01/02/2020 01:24 PM
Screenshot_20200103_114301.png View Screenshot_20200103_114301.png 31.1 KB Alexey Bobyr, 01/03/2020 04:44 AM
scalixmail.csv scalixmail.csv 2.65 KB Werner Nell, 01/03/2020 05:01 AM
scalixmail_crashtail.csv scalixmail_crashtail.csv 185 KB Werner Nell, 01/03/2020 05:01 AM
scalixmail_crashtail_2.csv scalixmail_crashtail_2.csv 205 KB Werner Nell, 01/10/2020 03:33 AM
scalixmail_crashtail_rename.csv scalixmail_crashtail_rename.csv 428 KB Werner Nell, 01/10/2020 04:52 AM
scalixmail_crashtail_after_rename.csv scalixmail_crashtail_after_rename.csv 161 KB Werner Nell, 01/10/2020 04:52 AM

History

#1

Updated by Alexey Bobyr 6 months ago

Connector profile with SmartCache (Full/ Headers only ) or profile without SmartCache?

#2

Updated by Alexey Bobyr 6 months ago

Are we talking about Categories or Follow up ?

#3

Updated by Werner Nell 6 months ago

Without SmartCache

User told me that he has renamed a category. He didn't changed the colour of whatever

#4

Updated by Alexey Bobyr 6 months ago

Well in my case its not crashing

but I'm using not released (stable it seems) but not released version of connector.

I have Builds only for German lang. If its ok I can send you / or attach here latest connector to try.

#5

Updated by Alexey Bobyr 6 months ago

But it stuck on renaming Category.

Well everything that I can suggest is to try to recreate profile. Maybe it would help until we will have fix

#6

Updated by Werner Nell 6 months ago

German lang is the one we use.
We can try with latest build.

User has found a workaround:
right click on Outlook and choose "new email"
After that he starts outlook and closes the new email window

#7

Updated by Alexey Bobyr 5 months ago

You may try that version of connector. All in one details here #61110#note-47

Connector available at https://downloads.scalix.com/upcoming/connector/

#8

Updated by Werner Nell 5 months ago

Installation fails with error code 0x80070643

#9

Updated by Alexey Bobyr 5 months ago

Werner Nell wrote:

Installation fails with error code 0x80070643

Hi, 0x80070643 - pending restart.
I have not had it because I had installed everything .

From another ticket one customer restarted OS and installation started again after reboot.

Please restart your computer and installation should start again. Let me know if it will help I would need to add some information about reboot require

#10

Updated by Alexey Bobyr 5 months ago

As an update issue comes for WIN 10 1903 build. I have 1909 build. working on issue

#11

Updated by Werner Nell 5 months ago

Installation on Win10 1909 works fine. Installation error was on Win7
Nevertheless outlook crashes on startup

#12

Updated by Alexey Bobyr 5 months ago

Werner Nell wrote:

Installation on Win10 1909 works fine. Installation error was on Win7
Nevertheless outlook crashes on startup

its something with MSI package.

Nevertheless outlook crashes on startup

Can you please provide crash_tail log file. Well with in folder where log file located on crash creates crash_... log file .

#13

Updated by Alexey Bobyr 5 months ago

Nevertheless outlook crashes on startup

So this build does not help for your user's issue's or its crashing on start for all users?

#14

Updated by Alexey Bobyr 5 months ago

As for installation failure Win 7 do you have 'Mail' item in Control Panel ?

I have installed office and has a patched Scalix Connector. but

Windows Control Panel is missing 'Mail' account configure item it can be the root cause of issue

#15

Updated by Alexey Bobyr 5 months ago

There are new builds https://rm.scalix.com/issues/61110#note-48

I had to uninstall prev version of Scalix Connector installer with
https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed

But even without running `rundll32.exe "C:\Program Files (x86)\Scalix\Connect\sxdll.dll",UpdateMapiSVC` I have Scalix during profile creation.
Its some float issue with mapisvc.ini ....

#16

Updated by Werner Nell 5 months ago

Let's forget Win7. We're on Win10 now on each client now.
But to inform you, yes I had Mail icon in Control Panel

Connector crashes only for one user.
He has installed version 9231
Can't find crash log, neither on any clients he uses nor on the server!?.

#17

Updated by Alexey Bobyr 5 months ago

file crash_tail should be exists in the same directory as scalixmail.csv

here you can configure location for SX Conector log files or take a directory where you can find log files.

#18

Updated by Werner Nell 5 months ago

Found 2 files

#19

Updated by Alexey Bobyr 5 months ago

Does not know for sure but maybe


"   83 09:46:12.205","   DetectAndProcessModeChange failed. Reverting to SCM." 
" 2563 09:46:20.533",,,,,,,,,,,,,,,,,"   ValidateFlags - Invalid flags: ulFlags = 10200091  ulValidFlags = 806040BD" 
" 2564 09:46:20.533",,,,,,,,,,,,,,,,,"   Caught exception:" 
" 2565 09:46:20.533",,,,,,,,,,,,,,,,,"   " 
" 2566 09:46:20.533",,,,,,,,,,,,,,,,,"   " 
" 2567 09:46:20.533",,,,,,,,,,,,,,,,,"   Unknown flags passed to the service provider. Check the versions of MAPI and of the provider." 
" 2609 09:46:20.549",,,,,,,,,,,,,,,,,"   ValidateFlags - Invalid flags: ulFlags = 10200091  ulValidFlags = 806040BD" 
" 2610 09:46:20.549",,,,,,,,,,,,,,,,,"   Caught exception:" 
" 2611 09:46:20.550",,,,,,,,,,,,,,,,,"   " 
" 2612 09:46:20.550",,,,,,,,,,,,,,,,,"   " 
" 2613 09:46:20.550",,,,,,,,,,,,,,,,,"   Unknown flags passed to the service provider. Check the versions of MAPI and of the provider." 

this is the cause .
#20

Updated by Werner Nell 5 months ago

As I mentioned in the beginning
"User told me that he has renamed a category"
Maybe this category was used for the mail mentioned in ommon.log

#21

Updated by Alexey Bobyr 5 months ago

Well there are new builds.

At this moment I can not reproduce crash . Well tried to rename Category in many places. From log file as far as I can see can not change flags for Contact maybe in Public folder.

Also OU crashes at 'CMsgStore::RefreshUI' which should show dialog 'Refreshing ....' connection to server was dropped and we are trying to re-init it.

Please try 12.8.0.9235. Maybe that version will help.

Also when you last time run omscan in active mode ? Maybe scalix server storage is broken and all issues comes from it.

#22

Updated by Werner Nell 5 months ago

I've run omscan several times since user told me about the problem.
User tried Scalix Connect for Microsoft Outlook 12.8.0.9236 (x86) German (de-de).msi
Issue still remains
uploaded new crashtail

#23

Updated by Alexey Bobyr 5 months ago

well client go further

" 9221 09:22:24.948",,,,,,,,,,,,,,,,,,,,,,,,,,,,," A>CMsgStore::RefreshUI[buero_sc2 16316090,  PUBLIC, PRINCIPAL: ,]" 
" 9222 09:22:27.094",,,,,,,,,,,,,,,,,,,,,,,,,,,,,,"30 SXCacheMgr 3858:415C" 
" 9223 09:22:27.094",,,,,,,,,,,,,,,,,,,,,,,,,,,,,," CacheMgr logging initialized" 
" 9224 09:22:27.095",,,,,,,,,,,,,,,,,,,,,,,,,,,,,," A>CCacheMgr::OnClientTerminateWithoutRelease[buero_sc2]" 
" 9225 09:22:27.095",,,,,,,,,,,,,,,,,,,,,,,,,,,,,,"   " 
" 9226 09:22:27.096",,,,,,,,,,,,,,,,,,,,,,,,,,,,,,"   *** Cleanup: 'OUTLOOK' (0x320C) exited with code FF WITHOUT RELEASING CM 1 for profile 'buero_sc2' ***" 
" 9227 09:22:27.096",,,,,,,,,,,,,,,,,,,,,,,,,,,,,,"    " 

last time it crashed at

" 9221 09:22:24.948",,,,,,,,,,,,,,,,,,,,,,,,,,,,," A>CMsgStore::RefreshUI[buero_sc2 16316090, PUBLIC, PRINCIPAL: ,]"

Well will take a look how I can avoid it. its hard to do because I can not reproduce it. will inform when will have something.

Well I know that I would not get access but I will ask . Can I have access to that user mailbox?

Or can you please copy users mail into new account (sxmboxexp/sxmboxexp) delete messages in Inbox / SentItems and if it fails gave access to me - but more likely that everything should be fine. sxmboxexp/sxmboximp will skip broken items and user will clean mailbox.

Well yes you may try to recreate user's mailbox.

1. sxmboxexp
2. omaddu -n SOMEUSER2
3. sxmboximp FILE into SOMEUSER2
4. and check OU Connector.

if it will helps just ommodu to original user account ...

#24

Updated by Alexey Bobyr 5 months ago

1. sxmboxexp
2. omaddu -n SOMEUSER2
3. sxmboximp FILE into SOMEUSER2
4. and check OU Connector.

Well terrible solution from my side. But it should work.

#25

Updated by Werner Nell 5 months ago

User has 2 PCs
User tried to rename another category on PC1
I've added 2 new crash logs:
the first one was written when Outlook crashes while renaming
after restarting Outlook the second log was created
Outlook is doing some reconnection but now it seems to work on PC1
User said that Outlook still crashes on PC2
he had to repeat renaming on PC2 to get it work

#26

Updated by Alexey Bobyr 5 months ago

from logs what I see its user has some Delegated mailbox yes?

Customer see's other user mailbox(or all folders or some of them) .

and in PC1 - renaming category first crashed, but after several attempts to start OU show reconnect dialog but OU is loading eventually ?

on PC2 where issue pop up first OU still crashing ?

#27

Updated by Alexey Bobyr 5 months ago

Well it can take a long time to fix it.

Here is solution which may help you. We can stop renaming Category.

find user

[root@mail ~]# omshowu -m all | grep test
test /uk,hq/CN=test
[root@mail ~]# 

nano ./test.sh

with content

cat ./test.sh 
#!/bin/bash

omcontain -p <<END2
PASSWD
u
test /uk,hq
l

o

1
l

c

c

q

END2

than exec

chmod +x ./test.sh
./test.sh | grep grep RenameCateg

output would be

[root@mail ~]# ./test.sh | grep RenameCateg

WARNING: This is a diagnostic tool for use by Scalix trained personnel.
    Improper use can cause serious damage, use at your own risk.
    Hit return now to exit, or enter (any if root) password to continue.
   73) IPM.Microsoft.PendingChange.RenameCateg (MESSAGE)

73) IPM.Microsoft.PendingChange.RenameCateg (MESSAGE)

is what we need

than

[root@mail ~]# omcontain 

WARNING: This is a diagnostic tool for use by Scalix trained personnel.
    Improper use can cause serious damage, use at your own risk.
    Hit return now to exit, or enter (any if root) password to continue.

Common Options are:
  u - open user folder               l - list container content
  b - open bulletin board area       r - read container entry
  o - open container entry           d - delete container entry
  O - open container file            D - erase container entry
  c - close container                a - attach container
  w - format/conversion tool         A - attach basic item
  t - tf.browse container entry      i - item.browse container entry
  T - tf.browse TF file              I - item.browse container file
  x - check container extension      R - reorder content records
  X - fix container extension        v - move container
  p - list container access PIDs     s - show open containers
  h - list files in header           lsf - list file details
  f - find all IS children           F - find all IS parents
  n - re-create missing container    E - Delete View Status File
  ? - list options                   q - quit
  ?? - more detailed help.
Option?u
User:test /uk,hq

User Name = test /uk,hq
User Number = 180
Ctr Handle = 3001
Done

Option?o
Ctr Handle (3001):
Entry Number:1
Ctr Handle = 3002
Done

Ok we are in Intray lets check 73 is right message
Option?i
Ctr Handle (3002):
Entry Number:73
File Name: ~/data/00000nl/03fb7k1:1
MESSAGE                                                 Dated: 01/11/20 at 11:16
Subject: IPM.Microsoft.PendingChange.RenameCategory                  Contents: 0
Sender:  test / uk, hq/CN=test

Message Id: LEA3ABA7E967445cf8B5CAAF2C29DE56C.1578759380.mail.scalix.com
Priority: Normal    Importance: Normal    Sensitivity: None
Submission Date: 01/11/20 11:16:20  
Message Properties:
  Conversion Prohibited                NO
  Alternate Recipient Allowed          YES
  Contents returned on Non-Delivery    NO
  Auto-Forward Allowed                 YES
  Auto-Reply Allowed                   YES
  Distribution List Expansion Allowed  YES
  Disclose Envelope Recipients         NO 
  Short Acks Allowed                   NO 
  Delivery Envelope Present            NO 
  Conversion with Loss Prohibited      NO
  Recipient Reassignment Prohibited    NO 

Done

Here we are going to delete so be careful to input right entry number
Option?D
Ctr Handle (3002):
Entry Number:73
Done

and you may press 2 times `c` to close containers and `q` to exit.

It will delete job to rename the category since there wont be a job for renaming OU should start normally .

lets try this. If you have some questions please feel free to ask . If you need my help you may give me TeamViewr or other access and I will do it for you with you.

#28

Updated by Werner Nell 5 months ago

from logs what I see its user has some Delegated mailbox yes?
Customer see's other user mailbox(or all folders or some of them) .

yes

and in PC1 - renaming category first crashed, but after several attempts to start OU show reconnect dialog but OU is loading eventually ?
on PC2 where issue pop up first OU still crashing ?

Problem raised again on both PCs, workaround was only temporarly

Here is solution which may help you. We can stop renaming Category.

It works. User can start Outlook without crashing

Thanks

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