Outlook Add-in 10.0.3 inactive in Outlook 2013

[dgoodyear]

We are running Enterprise Vault 9.0.2 for Exchange 2007.  I have a client running windows 8 with Microsoft Office 2013 professional installed.  I have installed the 10.0.3 outlook add-in.  However, the Enterprise Vault tab will not display.  I looked under Add-Ins and Enterprise Vault Add-In is listed under "Inactive Application Add-ins".  I verified the few forum discussions I saw related to this.  We have rpc over http restrictions set to None in the desktop policy.  I made sure I ran the setup.exe for the add-in as administrator (and am a local admin on the pc).  I also tried setting the registry key for LoggingLevel to 3 under HKCU\Software\KVS\Enterprise Vault\Client.  However, setting this key does not seem to give me any new logs unless they are not located under the local profile temp directory for the user.  I see some logs called ev_client_log_<datetime>.txt but they only contain a few lines for when I first install or uninstall the application.  The first line being "Log file created (level 1)."

Is there a different location or registry setting for Windows 8 to change the logging level?  Any other thoughts on why the client stays inactive?

Thanks!

[JesusWept3]

What version of the client you using? You may want to try the cumulative hotfix2 client as there was an issue where the client wouldn't load in certain circumstances

[dgoodyear]

I'm currently using 10.0.3.1090.  I'll look for the hotfix client.

[AndrewB]

EV 10.0.4 was released today. Maybe that new client version would be helpful too.

[JesusWept3]

actually yeah, use 10 SP4, thanks for the heads up :)

[dgoodyear]

The Cumulative Hotfix 2 did not resolve the issue, but I will try 10.0.4.  Thanks for the info.

[JesusWept3]

if you go to C:\Users\yourUser\AppData\Local\Temp
Can you find the ev_client_log_20130717xxxxxx.log file?

It may have more information as to why its shutting down
you can also go to 

HKEY_CURRENT_USER\SOFTWARE\KVS\Enterprise Vault\
Add a dword "LoggingLevel" and set to 3 and restart outlook and may give extra info in the log files

[dgoodyear]

I checked the temp directory and the log files only seem to be appearing when I install or uninstall the add-in.  The contents of the file are only this:

17/07/2013 13:52:50.728[6988][H]: Log file created (level 1).

17/07/2013 13:52:50.729[6988][H]: Updated environment path to: <TONS OF PATH LOCATIONS>

17/07/2013 13:52:50.902[6988][H]: Enterprise Vault desktop exited successfully

17/07/2013 13:52:50.902[6988][H]: Log file closed.

I tried the registry key both in HKEY_CURRENT_USER\SOFTWARE\KVS\Enterprise Vault\ as you suggested and also in HKEY_CURRENT_USER\SOFTWARE\KVS\Enterprise Vault\Client as I've seen it suggested elsewhere.

There seems to be no logging going on though or anything above level 1.   Interestingly, if I leave the registry key for logging there and set to 3, then try a client repair or reinstall, I get two log files with the same timestamp.  The first logfile is longer and starts with:

17/07/2013 14:20:40.139[6452][H]: Log file created (level 3).

17/07/2013 14:20:40.140[6452][L]: EnvironmentPath::EnvironmentPath

17/07/2013 14:20:40.140[6452][M]: Original environment path is set to: <Long list of paths>

17/07/2013 14:20:40.143[6452][L]: ~EnvironmentPath::EnvironmentPath

17/07/2013 14:20:40.143[6452][L]: EnvironmentPath::Append

17/07/2013 14:20:40.143[6452][L]: EnvironmentPath::IsInPath

17/07/2013 14:20:40.143[6452][L]: ~EnvironmentPath::IsInPath

17/07/2013 14:20:40.143[6452][L]: EnvironmentPath::SetPath

17/07/2013 14:20:40.150[6452][L]: EVMSPConfig::RemoveEVMSPFromRegistryProfiles

17/07/2013 14:20:40.150[6452][L]: EVMSPConfig::RemoveEVMSPFromRegistryProfile

and contains information that is logged during the client repair before the log closes.  There is also a second log file which looks like the first few lines I posted (with client logging set to 1).

Its very odd.  I haven't seen a posted link to 10.0.4 yet or seen it in the fileconnect site.

[JesusWept3]

thats bizarre
what if you were to entirely uninstall the client, remove the registry entries and then reinstall?
i know its not ideal, but we know the client is at least being called at somepoint, just not entirely sure why its disconnecting, especially since it unloads itself gracefully

[JesusWept3]

Oh heres something
Can you check the default delivery location?
does it happen to go to a PST file per chance? if that happens i know that the client unloads itself because it has to be going to the exchange mailbox store

[dgoodyear]

I tried uninstalling the client completely, including registry entries and reinstalling the Cumulative Hotfix 2 version.  There is no change.  It still shows as an inactive add-in.  

I checked default delivery location and it is Inbox on the exchange server.  

We used cached exchange mode in Outlook, I tried disabling that and restarting outlook with no change.

[ManishN]

AFAIK Outlook 2013 is not supported for Exchange 2007 and it only supports Exchange 2013. In my experience we use EV 10. Please ref. Compatibility

[JesusWept3 · Accepted solution]

From the EV Compatibility guide it just says it requires EV 10 SP3, though doesnt mention whether thats server backend, or the client

From the Microsoft side:
http://technet.microsoft.com/en-us/library/ee624351.aspx#section10

For integration with Exchange

Be sure to connect Outlook 2013 to the supported versions of Exchange: Exchange 2007, Exchange 2010, or Exchange Server 2013. Outlook 2013 is not supported on Exchange 200

[dgoodyear]

I did some more research into Inactive Add-Ins for Outlook 2013.  I found that in windows registry under

HKCU\Software\Microsoft\Office\Outlook\Addins there was a key entry called EnterpriseVault.DesktopUI.

It had a dword value of LoadBehavior = 2.  Since I had uninstalled the Enterprise Vault Add-In and this key was still there, I removed it.  I then reinstalled the Outlook Add-In. Before I launched Outlook, I checked the registry again.  This key was not there yet.

I launched Outlook and noticed that the Enterprise Vault tab appeared briefly.  Then I received an Outlook message stating that "Outlook detected an add-in problem.  These add-ins decreased performance or caused outlook to crash"  It listed the Enterprise Vault add-in as the culprit with a reason of "Caused Outlook to start slowly" and gave me a button that said "Always enable this add-in"

I decided not to select anything and just close the window.  I looked at Outlook Add-ins under the options menu and Enterprise Vault was listed as a disabled add-in now, which makes sense based on the Outlook warning.  I selected the add-in and selected Enable. When I restarted Outlook, the Enterprise Vault tab was not visible.  I checked outlook addins again and found that it was listed once more under the Inactive Add-ins.  Also, the EnterpriseVault.DesktopUI registry key had now been recreated with the same LoadBehavior value.

[dgoodyear]

Update - I uninstalled the client again and removed the EnterpriseVault.DesktopUI registry key.  I reinstalled the outlook add-in.  When I launched Outlook, I did not receive the warning this time regarding the add-in.  The Enterprise Vault tab has appeared and is functioning well.  I have tried opening and closing outlook a few times, including a computer reboot.  So far, no more problems.

[ManishN]

Thanks i didn't looked properly i guess from the Microsoft side i had ref. once

http://social.technet.microsoft.com/wiki/contents/articles/845.outlook-versions-supported-by-exchang...

[dgoodyear]

I have been testing with a few more users.  I can't quite narrow the issue down.  Testing with two additional users, one user installed the add-in and has had no problems.  The other user installed the outlook add-in and is having the same problems that I had with Outlook marking the add-in Inactive.  These are all Windows 8 pc's with Office 2013 professional.

I've noticed that with all of the machines that are working, if I go into Outlook and select the File tab, there is a new button in the list below Rules and Alerts called "Slow and Disabled Add-Ins"  When I open it, Enterprise Vault Add-In is always in the list.  It seems like there is a problem with Outlook and what it determines is a problem with the EV Add-in.  

[PeterWendell]

There are significant improvements in the add-in in 10.0.4, including the resolution of a particularly nasty bug that would cause Outlook 2010 to hang while loading that has exisited since 9.0.3. You might want to give it a try.

[Rob_Wilcox1]

I had this same inactive addin issue on a windows 7 machine running outlook 2010 and the EV 10.0.4 addin. Could not enable it from inside Outlook. In the end, I uninstalled and installed 10.0.3 and that fixed it. Then I upgraded to 10.0.4 and it stayed fixed. Very odd... And it isn't the first time I have seen it.

[Rob_Wilcox1]

Is anything else needed on this thread? If not then perhaps mark one or more of the threads that were most helpful as the solution.