Outlook OnBase Add-in Crashing and Removing Itself From Outlook

Owned by John Behrendt (Deactivated)
Last updated: 03 15, 2019

Issue/Symptom/Question

After installing the OnBase Outlook add-on, Outlook starts regularly crashing and lists the Outlook integration toolkit as the reason for the crashes. When logging into Outlook after a crash, the OnBase add-on may be disabled or missing from the toolbar/ribbon.

The error message when launching Outlook again states that Outlook detected a COM add-in problem. Hyland.Office2016.Outlook.Addin had a problem because "This add-in caused Outlook to start slowly. It wasn't disabled because it's controlled by your system administrator."  

Applies To

  • OnBase 17 or older
  • OnBase Outlook Integration Add-in
  • Microsoft Office 365

Resolution/Fix/Answer

To fix this issue, install the OnBase Outlook integration toolkit via the command line and utilize the  SKIPLAUNCHCONDITIONS=true switch for the msiexec command.

  1. Uninstall current OnBase Outlook integration toolkit.

  2. Install the OnBase Outlook integration toolkit via the command line options with SKIPLAUNCHCONDITIONS=true.

    Below is an example of the command with a sample server and environment names. Additional configuration options can be appended to the command so that the end user isn't prompted to enter configuration settings during the install.

    msiexec /i "\\{ServerName}\Install_Files\Shipping Media\Office 2016\Hyland Office 2016 Integration x86.msi" SKIPLAUNCHCONDITIONS=true

Penta support can supply you with the Hyland MRG for your version of OnBase that you can use to run the command line install.

If you experience this problem, please submit a Service Desk ticket and reference this article.  Please provide the following information in your Service Desk ticket:

  • Version of Microsoft Outlook installed (Please note if it is Office 365)
  • Environment that the error is occuring in. Example: PROD, TEST or TRAIN.

Cause 

This issue is commonly related to using OnBase 17 or older with Microsoft Office 365. The launch conditions can commonly fail for Outlook when the Onbase Add-in is loaded as part of Outlook (Office 365). Hyland has a fix for this scheduled to be deployed in OnBase 18 when it is released.