Outlook Plugin Will Not Stay Enabled

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  • Problem
  • Updated 3 weeks ago
  • 1
Most of our users are on version 5.3 and they are all working just fine.

I have one user who is on 6.0.1858.0 though and Outlook ALWAYS disables AND inactivates the ShareFile/CitrixFiles plugin on startup. I've manually enabled and activated it a few times now and it refuses to stay enabled. It will even occasionally become disabled if she sends more than a few ShareFiles in a given session. I've uninstalled/reinstalled the plugin as well as purged the Roaming data.

We are using the latest version of Outlook 2016.
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Philip

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Posted 3 weeks ago

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3 weeks ago
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Douglas Goodman, Employee

  • 57 Posts
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Hi Philip - I'm sorry to hear you're having problems with the add-in. Can you please provide the log file? The log.txt file is located here: C:\Users\{{username}}\AppData\Roaming\Citrix\Citrix Files for Outlook

Upload the log file to this link:
https://douglasgoodman.sharefile.com/r-rb1a4c5655dc4a368

In the mean time, try deleting the settings.cfg file in the same folder mentioned above and then restart Outlook and log in again.

Thanks,
Doug
3 weeks ago
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Douglas Goodman, Employee

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Also please try the latest version, available here: https://dl.sharefile.com/sfolp
3 weeks ago
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Philip

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Hi Doug!

I wound up manually installing the latest version (6.1) and the user has not reported any recurrence of the issue since then.

Thanks!
3 weeks ago
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Douglas Goodman, Employee

  • 57 Posts
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Hi Phillip - That's good to hear! Let us know if you see further issues and upload a log file to the link above if you do.

Thanks,
Doug
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