Sharefile Outlook addin causing Multiple outlook crashes accross a handful of businesses

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  • Updated 1 month ago
I work for an MSP and we have been getting multiple reports of Outlook crashes from a small handful of our clients, up to 5-6 times a day. The versions of outlook vary from 2010, 2013 and 2016, all experiencing the same issue. We found that the only thing in common between the users who were experiencing the issue was that they were using the Sharefile Outlook addin. We requested to remove the addin and the problem went away with it, and, upon re-installing, the issue returned. We have installed the most current version as of Nov/3 4.2.88x and the problem continues. This issue is being reported again from different businesses, and different versions of outlook. And we have absolutely confirmed that the problem stems from the addin for each user who confirmed the issue is occurring. I have read that wiping out the Appdata for sharefile post re-install would cure this problem, but it has not. Any Ideas?
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Justin Southard

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  • Concerned.

Posted 2 years ago

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KPC

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Hi Justin,

It sounds pretty nasty the problem you are experiencing.. We have the latest Outlook plugin but have not seen any crashes as yet. We are mainly on Outlook 2016 + Windows 10 with office 356 Exchange email accounts.

What version of windows are you using? Once your crash occurs and you restart Outlook is the ShareFile plugin disabled by Outlook or do you manually disable it within Options?

Regards
Kevin
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Justin Southard

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One I am looking at now is on windows 8.1, using Outlook 2016. The client is on office 365. There are two others in his office Using Windows 10 and office 2016. 
I have 4 on Windows 7 using office 2010, using on prem exchange, at a seperate office seperate client.
The behavior is the same across all of them and goes as follows: 
Outlooks behavior is that it will promptly crash, ask if the user would like to send an error report, then immediately relaunches to Outlook app. The sharefile addin is not disabled upon reloading. 
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KPC

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Hi Justin,

With so many systems experiencing the same problem I'd suggest contacting ShareFile Support. It might also be worth looking in the Event Viewer -> Applications -> Outlook logs in case this provides more information for Support.
Regards
Kevin
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TJV

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I am having the same issue at multiple sites.  Doesn't seem to matter on OS version or Outlook version.  Uninstall/disable Sharefile plug-in and problem goes away.  Reinstall/enable and problem is back.
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Margaret Black

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We have the same issue here, Windows 10, Outlook 2016 (Office package). Crashes everytime and have to uninstall the plugin so can logon onto server.
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Garrett Bogner

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I'm am seeing the same issue between Nuance Paperport 14 Pro and the sharefile outlook add-in on win 7 & win 10 Pc's. The image view module within paperport crashes when exiting or saving everytime.
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Anthony Price, Software Quality Engineer / Release Manager

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Hey everyone,

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

Was a case ever opened with our Support team about this issue? We'd like to review case for the logs and specifics of environmental details if so. 

In case you hadn't seen, we released Citrix Files for Outlook v6.2 yesterday. We recommend updating to the latest version.

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

Thanks!
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Bruce P Pollock

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We experienced a similar issue and this was the resolution provided:

Updated Addin to latest version 6.3.xx, Rebooted device then Ran outlook.exe /cleanviews.