Outlook shutting down after sending emails from Opera (Office 365 16.0.12430.20112 )

One of our customer's have been having a intermittent issue where Outlook will close in the background when emailing from Opera.
This could be after 1 email or it could be after 10 emails. There is no message Outlook just closes.

The IT company have performed some testing and recreated this issue on another users PC's on site and offsite with the same version of Office 365. This has been tested with the AV turned off and Office has been fully repaired and is up to date.

Office 365 - 16.0.12430.20112 32bit semi annual channel.

They have installed an unlicensed Office 2016 VL as a temporary measure on one PC and this is behaving as we would expect without closing down. No option to upgrade as they have purchased this version.

Has anyone else come across issues with this verson of Office? Or any idea's on whether there is something that could be causing it?

Thanks

Jodie

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jodie

I've been doing some digging into this and this appears to happen if Outlook isn't opened before sending an email from Opera.

Outlook then crashes leaving a grey closing icon in the system tray which you have to then close with task manager before Outlook will work again.

Here are the steps to recreate -

1. Close Outlook if already open.
2. Go to Sales > Processing > Action > View > Account > Ok
3. Highlight the most recent invoice > Action > Email document
4. Click send on the email pop up.
5. Outlook will send the email but will leave a grey Outlook icon in the system tray, Outlook won't open until this has been closed with task manager.

Generally this happens the first time, although it may take a few tries but I've managed to recreate this locally and at our customers site consistently.
Once the grey Outlook icon is in the tray you are unable to open Outlook and unable to close it without finding the background process in task manager.

This was first noticed in Office 365 - 16.0.12430.20112 32bit semi annual channel but is still present in 16.0.12527.20612 (Version 2002 Build 12527.20988) of Outlook.

Our customer is quite set in his ways and can't get into the habit of opening Outlook first, he isn't great with computers either so is struggling to close Outlook with task manager.

Has anyone else seen this and managed to resolve it?

Thanks

Jodie

alan-bourke

Does he have any add-ins in Outlook? Try disabling them.

By default (IIRC) Outlook starts with the '/recycle' switch. Check the Outlook shortcut and remove that switch and see if that helps.

richardd

Hi Jodie, does your customer have the CRM module? Does not matter if they do not use it.

unknown

The only thing I can add to this is similar to what Richard has put. We found a weird issue where the user could use Opera, email "anyhting", then go straight in to SPM>company procesing & opera would just "close" - no error message. if they went into anything after emaliing eg sales processing ,or SPM contacts prcesing - fine. But as soon as they clickec on SPM company processing it closed OPera.

And the weird thing was that it wasnt on every machine! Turned out it neeed a new spm bespoke

Not sure if this helps!

Regards

James

Attachment_4280.zip

richardd

Add this command to your library James - the command below would have fixed it. Pegasus know all about this, they have removed certain libraries from later versions of Opera / SPM/CRM so it can continue work with outlook. We still had issues after installing the latest version of Opera so we still have 1 site where we need to run the command. Customer does not have any bespoke.

bcdedit.exe /set {current} nx AlwaysOff

unknown

hi Richard, it wasnt that - they had some bespoke on each site that was using an old spm file that needed updated - but thanks for the reply

unknown

just read your customer doesnt have any bespoke - strange that its still happening!

jodie

Hi Alan,

I've removed all add-ins hoping that it would help but unfortunately it doesn't seem to be the problem.

I can't seem to find the switch, its Outlook 2016. I've right clicked and gone into the properties on the shortcut, is that the right place?

Thanks

Jodie

jodie

Hi Richard,

No they don't have the CRM module included on their license.

Jodie

jodie

Hi James,

They don't have the CRM module included on their license or any bespoke - I wish they did as this would be an easy fix!

Thanks

Jódie

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