Browser Out of Date when Signing into Outlook PlugIn

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  • Updated 3 weeks ago
We are using the Sharefile plugin, version 5.3.1663.0 with Outlook 2016, Version 1808 Build 10730.20102.  I have a portion of my users receiving the error Browser is Out of Date after entering their subdomain when attempting to authenticate.  

I have been in contact with Citrix and tried the fixes outlined in the links below, with none poviding mitigation to this issue.

https://community.sharefilesupport.com/citrixsharefile/topics/bug-report-trigger-and-fix-for-browser-out-of-date-error

https://support.citrix.com/article/CTX232021

https://community.sharefilesupport.com/citrixsharefile/topics/browser-out-of-date 

Lookng for any additional advice or information that may help in fixing this issue.
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Joshua Hudson

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Posted 1 month ago

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Kevin Glenn, Senior Technical Support Engineer

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Hi Joshua,

After setting the registry value to '2af8', does it automatically revert to '2711' upon launching Outlook? Can you also provide the registry path you are using?

Additionally, can you please upgrade to current version and let me know if the issue persists? Current version can be downloaded here: https://www.citrix.com/downloads/sharefile/clients-and-plug-ins/citrix-files-for-outlook.html


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Joshua Hudson

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I currently have a total of four users experiencing this issue.

Installing the newest version of the plugin and changing the registry key HKCU\Software\Policies\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION
HKEY\outlook.exe to 02af8 worked to correct the issue for User 1.

User 2 still gets the Browser Out of Date message when trying to sign in using the Sharefile plugin Button on her Outlook ribbon, but when she actually creates a new message, she has full functionality to send or request secured files. (Note: I also deleted the config file under %user%\AppData\Roaming\Sharefile for all users)

I have removed and reinstalled the newest version  and deleted configs for Users 3 and 4 but I am waiting for them to return to their offices before we can edit their registry keys and test .

On User 2, the registry key did not change once Outlook was restarted.

Thank You,
Joshua
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Kevin Glenn, Senior Technical Support Engineer

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Hi Joshua,

If you deleted the configuration file prior to launching Outlook and the user is receiving the browser out of date error I'm not sure how functionally would be possible since there hasn't been any form of authentication. Do you know if GPO is configured on the machine for User 2 as outlined in this article? https://support.citrix.com/article/CTX207689#Admin
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Joshua Hudson

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If we are referring to the HKCU\Software\Cirtix\ShareFile\SSO registry entries, no, they do not exist for that user and machine.  Reviewing my own registry, I do not even have an entry for Citrix under my HKCU\Software section.
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Joshua Hudson

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Finally got to sit down with User 2, and uninstalled/reinstalled Outlook and the ShareFile plugin.  No effect.  Still getting the Browser Out of Date message.  As a last resort, we attempted to remove her entire user profile (as she has no issue on other machines and other users have no problem on this one) and rebuild it.  
Once set up, we had to reinstall the plugin yet again, but now Outlook does not see it at all.  It does not appear as an add on under options despite running install four times.  Further, both after the first reinstall and after the new profile, the registry key HKEY_CURRENT_USER\Software\Policies\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION   does not exist.  Key HKCU\Software\Cirtix\ShareFile\SSO does not exist. (They do not for users who have no issues either though).

What's worse, as of this morning, User 1, who we were able to fix by installing the latest version of the plugin, now gets the browser out of date message again.
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Tom Steingass

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Try Launching Outlook in safe mode (Hold down CTRL and open outlook) Accept the EULA, then close outlook, and reopen in normal mode, see if this fixes it

If not, go to  HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\ExperimentTas\outlook\Flights
and see if 
Microsoft.Office.Outlook.FeatureBrowserEmulation
exists, if it does, remove it and relaunch outlook
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Douglas Goodman, Employee

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Hi Josh.

That is not the recommended action. There is no need to uninstall the add-in or recreate profiles. Those have nothing to do with the "browser out of date" error.

Please try setting the value as described in this article:
https://support.citrix.com/article/CTX232021

Specifically set the value in the key path containing "\Policies\" (step 4). Alternatively you can set the value in HKLM, but be sure to take the WOW6432NODE into account.

If the key does not exist, please create it. Let us know if that works.

Thanks,
Doug

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Joshua Hudson

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If you view my replies above you will notice that I have referenced that article.  It does not correct the issue.  I have created the key for four different users at this point on four different PCs (it does not exist for them by default) and they are still receiving the Browser Out of Date message.  In all cases, both Internet Explorer and Outlook are running the newest version and patch.  All four users have identical permissions and settings.  What's more, they have identical permissions and settings to  my 120 other users who are not experiencing this problem (and also DO NOT have the policies key shown in step 4).
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Douglas Goodman, Employee

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Hi Joshua - I'm sorry to hear that solution isn't working. In all of the tests we've done that method has worked. There must be something else interfering with that registry value. This shouldn't be a permissions issue.

I'm not sure what you mean when you say that the users do not have the policies key shown in step 4? Who doesn't have the key? The ones not experiencing the problem?

Can you please confirm a few things for me from the PCs where you're still experiencing the issue:

What version of Outlook? Is it Office 365?

Can you provide the full path of the registry key and value you set? Did you create the value as a DWORD? What integer value did you use?

Are you setting it in HKCU or HKLM? If on a 64 bit system, are you changing the value under "HKLM\Software\WOW6432NODE\Policies\..."?

If you set the value in the original key (below) to 0x2af8 and then start outlook, is it reset to 0x2711?
(HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION)

Basically I want to narrow down the issue. Setting the value in the "policies" key has worked on all the systems we've tested.

Thanks,
Doug


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Joshua Hudson

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Douglas,

 

To answer your questions in order:

 

Upon initial installation of the Sharefile Plugin, none of my users have the registry key: HKEY_CURRENT_USER\Software\Policies\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION.

This key value does not exist for any of my users, whether they have the Out of Date message or not.  I have manually created it for the effected users with the dword value “outlook.exe” set at 2af8.  The remaining users who ARE NOT experiencing the issue DO NOT HAVE this registry key. 

 

Version is Outlook 2016 Version 1809 (Build 10827.20181 Click-to-Run)

 

The full registry path is hkey_current_user\software\policies\microsoft\internet explorer\main\feature_browser_emulation\  dword: outlook.exe (value: 2af8)

 

I am setting the key value in HKCU.  I have CREATED an outlook.exe dword value 2af8 under HKLM\Software\WOW6432NODE\Policies\...  The value did not exist at all after installation.  I had to create it manually in each case.  I have checked other, unaffected PCs, and this value does not exist for them either. 

 

Outlook does NOT change the value on either string at start up from 2af8 to 2711.

 

Again, it’s not a matter of simply setting these values, as the keys themselves do not exist on any of my machines whether the user can function normally or not.  Further, the user who had been corrected by a simple plugin update had both strings manually created and again started getting the error message, but neither dword value was changed from 2fa8.  As far as I can narrow down, it is something in the specific user profile, as someone else can log into these four machines and set up their outlook and sharfile and never see this error.
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Douglas Goodman, Employee

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Josh - Thanks for the response.

To simplify how I refer to the keys below:

"Non-policies" key ==>
HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION

"Policies" key ==>
HKEY_CURRENT_USER\Software\Policies\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION


Upon add-in installation, the PC probably will not have the "policies" registry key. It is not created as part of add-in installation. It is purely a work around that must be set manually. If the key does not exist it must be created.

I understand that the keys do not exist on the affected machines. This is expected. They must be manually created. That's what the article describes. The add-in installer does not create the "policies" key. It does however create the "non-policies" key and sets the outlook.exe=2af8 value there. But that value is overwritten by Outlook in new versions of Outlook 365.

Note: the same applies to the SSO key. It is not created by the installer and won't exist after installation. You need to manually create it.

The instructions for setting the "policies" key only applies to Office 365 as far as we can tell. 

For users on non-office365 outlook, this will not need to be done. The registry value that the add-in installer DOES set should be sufficient:


For a little history: Previous to a Microsoft Office 365 update, the outlook.exe=2af8 value was required to be set in the "non-policies" key to address the browser out of date error. The add-in installer sets that value automatically.

About two months ago, Microsoft pushed an update to Outlook 365 which causes Outlook to overwrite this value every time it starts. This renders the value set by the installer in the "non-policies" key useless and causes the browser out of date error to be shown.

As a work around to this, we can set a value in the "policies" key. Outlook will prefer this value, if it is set, and ignore the old ("non-policies" key) value.

There is no support for creating the "policies" key or setting the outlook.exe value in the add-in installer and there will be none going forward because of technical limitations.

So bottom line - If you're running Outlook 365, and you're seeing the browser out of date error, you must create the "policies" key, if it doesn't exist, and set the DWORD value outlook.exe=2af8.

Hope this helps.

-Doug
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Michael Matteson

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Douglas

Why does it affect some users and not others? Note we are experiencing this on computers with identical builds as users who are not experiencing this issue. 

So to reiterate Josh's statement...

"This key value does not exist for any of my users, whether they have the Out of Date message or not.  I have manually created it for the effected users with the dword value “outlook.exe” set at 2af8.  The remaining users who ARE NOT experiencing the issue DO NOT HAVE this registry key. "

My question is why does this "fix it" even though users who don't have this are NOT experiencing the issue?
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Douglas Goodman, Employee

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Hi Michael - I'm not sure why it affects only some users. There are a few factors at play here. Most importantly the Outlook version and whether or not it's Office 365.

Please see my explanation above.

As far as "the value does not exist of any of my users", I explained above that BY DEFAULT the value does not exist in the registry and must be manually added. It is not something that either Office or the CFO installer creates.

To answer your question "why does this fix it": The value under the "policies" key is used by Outlook OVER the "non-policies" value. Some users just may not be experiencing this issue.

The workaround is very clear. If it is not working for you for some reason, please contact support: https://www.sharefile.com/support/request

Thanks,
Doug
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Michael Matteson

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Doug

You sort of answered my question with the "I'm not sure" answer. However both users have identical outlook versions, are fully up to date on Windows updates and all of our users are on 365. 

The "why does this fix it" question was more about why do some users need it and some don't even though they all have identical builds/computer models, and office versions. 

I understand how the policy works and you're right the workaround is very clear. But neither of those were my questions. Modifying the registry did "fix" the issue but my question was more about curiosity. 

If both person A and B have identical builds why does person A have the issue and person B doesn't. 

Michael
(Edited)
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Douglas Goodman, Employee

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Michael - In the case that both users are on the same version they should both get a "browser out of date" error when logging into the add-in with company credentials to the same account.

Beyond that, without any specifics I'm not able to give you any other info. Hope that helps.

Doug
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Anthony Price, Quality Engineer / Release Manager

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Hey everyone,

In case you hadn't seen, we released Citrix Files for Outlook v6.2 yesterday.

https://community.sharefilesupport.com/citrixsharefile/topics/release-notes-citrix-files-for-outlook...

We did our best to help with the Browser Out of Date issue with this release and will continue to look at ways to improve it in future releases.

We recommend updating to the latest version and continuing to use the Policies entries in the Registry discussed above.

Thanks!
(Edited)