Outlook crashing when switching to deleted or sent emails. 100% certain it is Sharefile plug-in.

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  • Updated 11 months ago
Yes there are lots of posts on this problem but none recently, so I'll ask again. I have many of our machines experiencing this problem. If a user has the Outlook Plug-in enabled and clicks on sent or deleted emails (possibly other folders as well, Inbox works) then Outlook crashes. Disable Sharefile Plug-in and it works every time. It is 100% repeatable. All machines are Windows 7 pro, Outlook 2016.

The problem went away after one patch a while ago, but it's back again. This needs to be fixed once and for all.
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Kevin Erskine

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Posted 11 months ago

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Leo, Official Rep

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Hi Kevin,

I'm sorry to hear you're still having this problem.  Have you submitted any logs from the machines involved yet?

Since it is crashing, we would need you to set the logs to a troubleshooting level of detail outside of Outlook.  You can do so by going to the folder where the Outlook Plugin is installed (normally in %localappdata%\ShareFile\OutlookPlugin) and:
1. Open the log4net.config file there with a text editor
2. Finding the line that says "<level value="INFO" />" and changing "INFO" to "DEBUG"
3. Saving the changes
Then restart Outlook with the plugin enabled and trigger the crash again.

The logs are located in %appdata%\ShareFile\Outlook 

Because it is crashing, we would also need the crash logs from Event Viewer.  Microsoft has instructions for how to export those here: https://msdn.microsoft.com/en-us/library/gg163107(v=bts.70).aspx

Please take all the requested data and upload them here: