Applies to: Desktop Client Admin and Adminless
Symptoms & Error:
- Outlook crashes on opening any specific email.
- Outlook goes in Not Responding mode after opening email with long email chain.
- Outlook crashes when mails with ATT attachments are opened.
- Outlook freezes when there are images in Digital Signature
- Delay in previewing email
- Outlook freezes or goes in not responding mode after clicking on New Email.
General Troubleshooting Steps:
1.Disable Plugins
Outlook issue might be caused due to conflict between different Plugins.
Please follow below steps to check if the issue is caused due to Seclore
1.Open Outlook
2.Go to File>Option>Add-ins.
3.At the bottom Select COM Add-ins and click on GO
4.Uncheck all the other Add-ins and keep only Seclore Email Protector. Click on OK.
5.Relaunch Outlook and check if the issue still persists
If the issue still persist kindly follow the below steps for diagnosis.
1.Recreate the scenario and note the timing for the crash or hang.
2.Open Event Viewer
3.On the left hand pane Select Application Under Windows Logs
4.Select the Event of the Application Hang and check for the faulting module.
The faulting module can be of Antivirus/other applications which might conflict with the Seclore. Kindly add the Seclore Exception List to resolve this issue.
Please follow the below KB Article for adding Exception List.
https://seclore.freshdesk.com/support/solutions/articles/11000080122-desktop-client-exception-list
2.Install Latest Version of Seclore Client and check if the issue is still reproducible
We have fixed various Outlook related issues in the latest client.
3.Check Policy Server URL's connectivity and SSL Certificate.
Outlook might go in not responding state after clicking on New Email. Kindly validate if Policy Server URL is accessible and valid SSL Certificate is seen. If SSL Certificate is superimposed by Proxy Server such issues can be seen.
4.Isolate the reason if issue is specific to few emails.
If the issue is observed only for specific emails try to narrow down the reason for the issue by following the below steps.
- Send the same email to another recipient and validate if the issue is reproducible on other machines as well. If the issue is not reproducible compare the addins, Outlook Version, Machines hardware.
- Compare the problematic email with other emails.
- Try to send the email by removing the content which might look like have caused the issue and check the behavior.
5.Enable Cached Exchange Mode
Ensure that Cached Exchange Mode is enabled to avoid slowness in Outlook. Follow below link for same.
FAQ
1.Unable to proceed 
2.Preview disabled in Outlook.
It is an expected behavior.
Reason:
- In MS Office, the Explorer preview pane displays file previews by running the Office application in the background. Office loads our plugin, rendering the document as if opened in the native app. The plugin cannot distinguish whether it is running in the preview pane or the main app.
- The way data is rendered in the preview pane is - Windows runs MSOffice in the background to render it in Windows Explorer. Windows Explorer doesn't provide us with any mechanism to control user's activities within the explorer context. For some of the formats, Explorer allows users to extract data from the preview pane. This becomes a security challenge. This is the reason the preview option is blocked. Unfortunately, there is no way for us to do this selectively for only protected files
- We do allow previews for some of the extension for unprotected files on File Explorer and Outlook wherever possible.
Need more help ?
Contact Seclore Support
