Citrix ShareFile plugin causes Outlook 2016 to crash when attempting to open a folder of a PST file

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Citrix ShareFile plugin causes Outlook 2016 to crash when attempting to open a folder of a PST file. I have multiple accounts set up in Outlook and no issues accessing those, just the datafile for a pst file.

I looked at Citrix log and nothing seems to show in the log at the time of the crash... Outlook automatically restarts and the first event in the log after triggering the crash is the normal "start up" entries in the log (at least as far as I can tell).

In the event viewer, I do get an application entry for Outlook at the time of crash (partially duplicated below):

Faulting application name: OUTLOOK.EXE, version: 16.0.10827.20138, time stamp: 0x5bac3d90
Faulting module name: OUTLOOK.EXE, version: 16.0.10827.20138, time stamp: 0x5bac3d90
Exception code: 0xc0000005
Fault offset: 0x000000000033c9e5
Faulting process id: 0x2a00
Faulting application start time: 0x01d45f6323a5a211
Faulting application path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE
Faulting module path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE
Report Id: c9a45e72-7110-474e-a44a-5aef3b3b84b7
Faulting package full name: 
Faulting package-relative application ID:
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Darren Gibson

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Posted 2 months ago

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Anthony Price, Quality Engineer / Release Manager

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Hi Darren, 

I'm on the Engineering team that works on Citrix Files for Outlook (ShareFile Outlook Plug-in). 

If I understand correctly you are attempting to open the Outlook Data File for Archived messages and having CFO installed causes Outlook to crash?

The Event Viewer log you posted is for Outlook (which makes sense since the Outlook application crashed) but that doesn't necessarily mean the CFO application caused the crash. 

You've tested this without having CFO enabled in your Ribbon and Outlook does not crash in that circumstance?

Thanks!
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Darren Gibson

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Anthony, any thoughts or is there something I can send over to troubleshoot? I just noticed something quite strange (found it by accident and not sure why it would impact anything) - I can switch to and between the PST folders when Outlook is not maximized... but as soon as Outlook is maximized to full screen mode, that's when it crashes. Still same as my last message - only crashes with CFO enabled.

I've installed v6.2.10.0 but issue remains.
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Darren Gibson

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Hi Anthony,

With CFO disabled, everything works fine and I can open PST folders. For Outlook under "Manage COM Add-ins", I'm getting a "Citrix Files for Outlook - This add-in caused Outlook to switch folders slowly. It wasn't disabled because it's in the Always Enable list."

I also went through and disabled all plug ins except CFO and still encounter the problem.

Some other notes on the "crash behaviour":
  • Sometimes Outlook will crash then automatically reopen... other times it will crash and remain closed. In the former scenario, CFO reloads normally while in the latter scenario, I sometimes (not always) have to re-enter my username and password in CFO after restarting Outlook.
  • Also, I have had cases where the PST folder will open once or twice (without crash) but it won't last more than 2 times going between folders in the PST file.
Would be happy to send across any logs that may help. CFO log file from starting Outlook to crash occurring - note, in this instance, I opened Outlook at 12:50, did nothing (not sure why there are entries at 12:51 as did nothing after opening unless that's just CFO finishing up loading process) until 12:52 - Outlook crashed but automatically reloaded; after Outlook reloaded, I tried to open a PST folder again and Outlook crashed and remained closed:

2018-10-11T 12:50:45|INFO|[GlobalMessageListener] Registering message listeners.
2018-10-11T 12:50:47|INFO|[ConnectionService]  -> True
2018-10-11T 12:50:47|INFO|[Startup] Windows version Windows10 64-bit  (Microsoft Windows NT 10.0.17134.0)
2018-10-11T 12:50:47|INFO|[Startup] .NET Framework CLR version 4.0.30319.42000
2018-10-11T 12:50:47|INFO|[Startup] .NET Framework Version47OrLater
2018-10-11T 12:50:47|INFO|[Startup] Outlook version Outlook 2016 64-bit (16.0.0.10827)
2018-10-11T 12:50:47|INFO|[Startup] Plugin version 6.1.1949.0
2018-10-11T 12:50:47|INFO|[Startup] Current UI culture en-US
2018-10-11T 12:50:47|INFO|[Startup] Install Context PerUser
2018-10-11T 12:50:47|INFO|[InspectorService] Starting.
2018-10-11T 12:50:47|INFO|[ExplorerService] Starting.
2018-10-11T 12:50:47|INFO|[ExplorerService] Explorer opening. 1 explorers currently open.
2018-10-11T 12:50:48|INFO|[RibbonService] Disabling all controls
2018-10-11T 12:50:53|INFO|[LoginService] Attempting Login.
2018-10-11T 12:50:53|INFO|[LoginService] Token found, attempting reauthentication.
2018-10-11T 12:50:53|INFO|Adding OAuth Credentials using oauthToken
2018-10-11T 12:50:53|INFO|[LoginService] Attempting to log in to https://nkpg.sf-api.com/sf/v3/ with token, 1 attempts remaining.
2018-10-11T 12:50:53|INFO|[LoginService] Refreshing ShareFile settings.
2018-10-11T 12:50:54|INFO|[LoginService] Refreshing Outlook settings.
2018-10-11T 12:50:54|INFO|[LoginService] Performing login success tasks.
2018-10-11T 12:50:54|INFO|[LifecycleService] Enabling Add-in
2018-10-11T 12:50:54|INFO|[UploadService] Starting service.
2018-10-11T 12:50:54|INFO|[UploadService] Starting upload loop timer.
2018-10-11T 12:50:54|INFO|[RibbonService] Enabling all controls
2018-10-11T 12:50:54|INFO|[UpdateService] Initialized, using appCastUrl=http://www.sf-cdn.net/downloads/outlookplugin/updates2.xml
2018-10-11T 12:50:54|INFO|[UpdateService] Starting auto update loop.
2018-10-11T 12:50:54|INFO|[UpdateService] Sparkle:Void StartLoop(Boolean, System.Nullable`1[System.TimeSpan]) Initial check prohibited, going to wait
2018-10-11T 12:50:55|INFO|[UploadService] Checking for interrupted uploads.
2018-10-11T 12:51:10|INFO|[InspectorService] New inspector opened for MailItem.EntryID=
2018-10-11T 12:51:19|INFO|[MailService] Preparing item for send.
2018-10-11T 12:52:19|INFO|[GlobalMessageListener] Registering message listeners.
2018-10-11T 12:52:20|INFO|[ConnectionService]  -> True
2018-10-11T 12:52:20|INFO|[Startup] Windows version Windows10 64-bit  (Microsoft Windows NT 10.0.17134.0)
2018-10-11T 12:52:20|INFO|[Startup] .NET Framework CLR version 4.0.30319.42000
2018-10-11T 12:52:20|INFO|[Startup] .NET Framework Version47OrLater
2018-10-11T 12:52:20|INFO|[Startup] Outlook version Outlook 2016 64-bit (16.0.0.10827)
2018-10-11T 12:52:20|INFO|[Startup] Plugin version 6.1.1949.0
2018-10-11T 12:52:20|INFO|[Startup] Current UI culture en-US
2018-10-11T 12:52:20|INFO|[Startup] Install Context PerUser
2018-10-11T 12:52:20|INFO|[InspectorService] Starting.
2018-10-11T 12:52:20|INFO|[ExplorerService] Starting.
2018-10-11T 12:52:20|INFO|[ExplorerService] Explorer opening. 1 explorers currently open.
2018-10-11T 12:52:21|INFO|[RibbonService] Disabling all controls

Thanks