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nate009's avatar
nate009
Level 2
5 years ago

Enterprise Vault crashing randomly - Outlook 365

Hi,

Currently a few of our users are having issues with Enterprise Vault randomly crashing and i wondered if i could get some assistance.

The version of EV we are using is 12.3.1.XXX and we upgraded from the symantec version of 11.0.1.XXX

Since the upgrade EV randomly crashes throughout the day but only on a handful of devices, I cant seem to work out why and just wondered if this had been reported already.

The logs of the machine show:

Add-in execution error. Outlook crashed during the 'Close' callback of the 'ItemEvents_10' interface while calling into the 'Enterprise Vault Add-in' add-in.

I have attached a screenshot of one of the other errors we are seeing.

If anyone has any advice it would be appreciated.

Thank you

 

Enterprise Vault
enterprise vault crash
Outlook 365
outlook crash
  • nate009's avatar
    nate009
    5 years ago

    Hi Gertjan 

    Its funny you post this today as I have just finished tested and indeed Forcepoint is the culprit.
    For those who don't know Forcepoint is a proxy to the internet and is blocking outgoing connections from EV to whatever it is EV is trying to connect to which causes Outlook to hang and crash.

    I am currently running a wireshark on a machine trying to replicate the crash and see what the destination is that EV is trying to connect to so we can create a rule in Forcepoint to allow access.

    Once I have all the details i will post!

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  • GertjanA's avatar
    GertjanA
    Moderator
    5 years ago

    Hello Nate,

    Exactly which Outlook version are those devices using? Are they by any chance Click-to-run Outlook? I Googled, and found THIS link. This seems to point to something called ForcePoint? Do you use that?

    • nate009's avatar
      nate009
      Level 2
      5 years ago

      Hi Gertjan

      We are using a Office 365 click-to-run with various build numbers. And yes we are using ForcePoint.

      I did find that article but it was dismissed as none of the errors pointed to that application, its a web proxy and shouldn't interfere with EV, however I am going to test it today and remove it from a few devices that have been erroring daily and see what happens.

      I will update this and let you know the result.

      • GertjanA's avatar
        GertjanA
        Moderator
        5 years ago

        Hello Nate,

        I'm curious about the result of your tests, if you had time to do so.

        Thanks!