Access violation when copying Outlook 2016 messages to UR via extension

[cnewtonne]

Hi all ...
Any idea what can be done to resolve this issue, please. It reproducible every time I use the Outlook plugin to 'copy' a message to UR. I tried several messages from several folders, same result.

Ultra Recall Professional 5.2
Copyright © 2004-2016 Kinook Software, Inc.
Registered to: ############ (1-user license)
Windows version: Windows 10 Pro
Install path: C:\Program Files (x86)\UltraRecall
hrs32.dll version 5.0.1.3
hts11.dll version 11,0,2,3
mimepp.dll version 3.0.4
MSPTLS.DLL version 16.0.6925.1014
PolarSpellChecker.dll version 4.0.5.4
RICHED20.DLL version 16.0.6925.1014
SftPrintPreview_IX86_U_20.dll version 2.04
ter16.dll version 16.0.5.0
UltraRecall.exe version 5.2.0.7
unins000.exe version 51.52.0.0
Database filename: C:\Users\...\XXXX.urd
Database version: 4.0.1 [FTS]

[cnewtonne]

Error occurs when using 'copy' or 'link'.

[kinook]

Not really, that works in my tests.

[cnewtonne]

Do you mind posting help / about. I'm suspecting rich20.dll thing again. Also, this was working fine till last week. I did an office update over the weekend and it has not worked since then.

[kinook]

Ultra Recall Professional 5.2
Copyright © 2004-2016 Kinook Software, Inc.
Registered to:
Windows version: Windows 10 Pro
Install path: C:\Program Files (x86)\UltraRecall
hrs32.dll version 5.0.1.3
hts11.dll version 11,0,2,3
mimepp.dll version 3.0.4
PolarSpellChecker.dll version 4.0.5.4
SftPrintPreview_IX86_U_20.dll version 2.04
ter16.dll version 16.0.5.0
UltraRecall.exe version 5.2.0.7
unins000.exe version 51.52.0.0
C:\Windows\SYSTEM32\MsftEdit.dll version 10.0.10586.0 (th2_release.151029-1700)
C:\Windows\SYSTEM32\RichEd20.dll version 5.31.23.1231
Database filename:
Database version: 4.0.1 [FTS]

[cnewtonne]

Thank you.
I tried using 5 different releases of riched20.dll/msptls including %windir% default ones. All of them produce same problem.

I appreciate that you took the time to test it in your lab. It is not conclusive, however, as to why it is crashing on mine.

What can be done to advance our troubleshooting for this failure. I do not see mso20win32client.dll in the folder location described in the message. It exists in C:\Program Files (x86)\Microsoft Office\root\vfs\ProgramFilesCommonX64\Microsoft Shared\OFFICE16

There are 2 files of same version, yet different sizes. Not sure why.

How do these files compare to your setup. Again, I'm using Windows 10 and Office 16 with latest updates for both.

Can UR be debugged? Can we trace its calls?

Thanks

[kinook]

Office uses some sort of weird virtual file system redirection for loading DLLs. One of the DLLs is 64-bit and the other is 32-bit. The versions/sizes of that file on my test system is:

Directory of C:\Program Files (x86)\Microsoft Office\root\VFS\ProgramFilesCommonX64\Microsoft Shared\OFFICE16

05/26/2016 02:28 PM 3,469,568 Mso20win32client.dll

Version: 16.0.6925.1014


Directory of C:\Program Files (x86)\Microsoft Office\root\VFS\ProgramFilesCommonX86\Microsoft Shared\OFFICE16

05/26/2016 02:23 PM 2,323,712 Mso20win32client.dll

Version: 16.0.6925.1014


I would guess that a recent Office update is the reason for the different behavior on your machine (I don't have automatic updates enabled on the test system).

The access violation is occurring in the Office DLL, not UR code that we could debug.

[cnewtonne]

Does not look like humanity at large has yet known of my issue. Googling 'Mso20win32client.dll 16.0.6925.1014' yields 0 hits :)

All I can find is this file got updated April 5, 2016, update for Office 2016 (KB3114535) Mso20win32client.dll 16.0.4366.1000

This is a major step in my daily workflow. Sad to see it broken like this. Change is hard specially at my age.

I'll keep an eye for future UR & Office updates. Hoping one day it will fix itself.

[cnewtonne]

Kinook ...
The error message says 'error processing command line'. What command line it is referring to?

What command line/API is it calling?

[kinook]

The UR Outlook add-in calls UR with a command-line flag of /linkoutlook or /copyoutlook.
http://www.kinook.com/UltraRecall/Manual/command_linesyntax.htm

UR then uses the MAPI & Outlook object model APIs to locate and process the selected Outlook item(s).

[cnewtonne]

So may be the Outlook 2016 API's or the object model got changed. UR may be using older version of the calls.

Not sure if Office 2016 guarantees backward comparability. Does it?

Thanks

[kinook]

I'm sure Microsoft wouldn't intentionally break an API in this way.

[cnewtonne]

So, what can we do now.

As an end-user, I'm left now with a broken functionality that is essential and advertised as a major feature of the product. UR ability to sync with Outlook.

I do not believe it is reasonable to ask the user to downgrade Windows or Office. Kinook built the product to integrate with Outlook. I believe they need to do whatever is necessary to make sure the product works.

We can not blame Microsoft for this. They lead on this technology of Office and when third party developers integrate with it, they have to continue to maintain their apps accordingly.

I will do whatever it takes on my part to help.

[kinook]

Yes, we can blame Microsoft and can't be expected to debug or work around every one of their bugs. After installing all Windows & Office updates on our test system,

C:\Program Files (x86)\Microsoft Office\root\VFS\ProgramFilesCommonX86\Microsoft Shared\OFFICE16\Mso20win32client.dll

version is now 16.0.6925.1016, and I could reproduce the behavior you reported with Outlook sync. Restoring the previous version of that DLL (16.0.6925.1014) resolved the issue. Here is the .1014 version of the DLL in case you don't have it:

http://www.kinook.com/Download/Misc/Mso20win32client.dll

[cnewtonne]

I'm missing something. I'm still getting same error.

I copied the file from the link you provided to ...
- C:\Program Files (x86)\Microsoft Office\root\vfs\ProgramFilesCommonX86\Microsoft Shared\OFFICE16
- C:\Program Files (x86)\Common Files\Microsoft Shared\OFFICE16\ (as reported by error message)

I verified 'details' tab for both. It pointed to *.1014

Did an UR/Office as well as system reboots. No luch.

[kinook]

I don't know. All I did was copy the .1014 version of Mso20win32client.dll to

C:\Program Files (x86)\Microsoft Office\root\VFS\ProgramFilesCommonX86\Microsoft Shared\OFFICE16

started Outlook 2016, copied a message into UR using the add-in button, and it worked.

[cnewtonne]

This is my setup & I verified it using process explorer.

[cnewtonne]

Can UR be configured to load these DLL's from its install folder, similar to riched20.dll. This way. UR can be made immune from Office updates that can potentially break its integration with it.

[kinook]

No, because UR itself does not load or call that DLL.

I've collected all the MSO*.DLL files in that folder that changed with the Office update (the versions from before the update), along with


C:\Program Files (x86)\Microsoft Office\root\VFS\ProgramFilesCommonX86\System\MSMAP I\1033\MSMAPI32.DLL


and put them at http://www.kinook.com/Download/Misc/MSO.7z

in case it helps on your system. That's about all the help I can offer.

[cnewtonne]

OK. Help appreciated.
Replacing these 7 files did not work.

May be it is a good idea to notify users not to apply the latest Office 16 updates. It will break UR's Outlook sync functionality.

Life goes on, I will learn to live without this feature.

Thanks

[cnewtonne]

I have been able to resolve it few seconds ago. It is WORKING :) :) :)

1) Disable office 2016 automatic updates
2) Revert Office to the May, 2016 release. Last known version to work with UR is 16.0.6868.2067

officec2rclient.exe /update user updatetoversion=16.0.6868.2067

3) Wait For The Software To Download. Once The Progress Windows Disappears, Reboot the PC.

Full procedure documented here
- https://support.microsoft.com/en-us/kb/2770432
- https://technet.microsoft.com/en-us/library/mt592918.aspx

[cnewtonne]

Looks like MS fixed the crash.
I have my office updated to the august release and UR imports OL items successfully.

Looks like the fix is made available in August 2, 2016, update for Office 2016 (KB3115141)

Thanks

[wingvet]

I wonder if I could get help with a very similar problem. I can't live without UR for management of all of my thousands of journal articles, there is absolutely nothing else like it. I also have a UR database for management of information for a professional association. I am the president-elect and I am heavily involved with helping manage our annual conference. Although I have had UR for years to manage my journal articles without any concerns, I have never been able to sync Outlook tasks, or calendar events. Syncing of emails has been sketchy at best. But that never mattered too much until now. Now that I am trying to use UR to help me manage all the tasks and events involved in our annual conference, this feature has become very important to me. I can't seem to make it work. I am using Outlook 2016 on Windows 10 with UR 5.2 (see below). I get the following error when I try to copy to UR ("Error processing command-line: Access violation. Exception 0xC0000005 occurred in module C:\Program Files (x86)\Common Files\Microsoft Shared\Office16\mso20win32client.dll at address 0x6396E519, offset 0x000AE519.") When I try to link to UR, the screen freezes. I dread having to be forced to revert back to an older version of Outlook, that is not what I want to do at all. Plus, the syncing feature has never worked for me for tasks and calendar events. Please help!

Thanks,
Lauren


Ultra Recall Professional 5.2
Copyright © 2004-2016 Kinook Software, Inc.
Windows version: Windows 10 Home
Install path: C:\Program Files (x86)\UltraRecall
hrs32.dll version 5.0.1.3
hts11.dll version 11,0,2,3
mimepp.dll version 3.0.4
PolarSpellChecker.dll version 4.0.5.4
riched20.dll version 5.50.99.2050
SftPrintPreview_IX86_U_20.dll version 2.04
ter16.dll version 16.0.5.0
UltraRecall.exe version 5.2.0.5
unins000.exe version 51.52.0.0
Database version: 4.0.1 [FTS]

[wingvet]

Any thoughts that might help me?

[kinook]

Nothing beyond what's described in this thread. It sounds like the same issue.

[wingvet]

Thank you. So what does that mean, that I need to try and install an older version of Outlook?

Lauren.

[kinook]

I'm not sure. The person that originally reported the problem indicated that for them, the problem occurred with Office v16.0.6965.2053 (June 2016 release?), and rolling back to v16.0.6868.2067 (May 2016 release) worked, and then later updating to v16.0.7167.2040 (August 2016 release) also worked. I assume it's still working for them with later releases.

[wingvet]

Thanks! OMG, updating Outlook just now WORKED! Yay! I can copy and link tasks and events for the first time. Thanks!

Lauren.

[wingvet]

Ugh, having lots of problems with UR crashing while I test this. Have some work ahead to do...

[cnewtonne]

Just in case some one runs into same issue.

I had to reinstall MS Office 365 ProPlus (2016). It got installed using an older release of Office 16.0.6965.2115. This release causes the access violation. Attempting to update Office via file / account / update now kept telling me office is up to date. I could not force it.

Looking next to the 'office update' button, I saw it configured to use 'deferred channel'. This channel pushes updates every 4 months. This is why my installation did not update.

To force an update, I found this MS site that allowed me to run a 'fix it' utility. It did the trick. Once I ran it, Office updated to the latest release by switching the update channel from 'deferred' to 'current'.

https://support.microsoft.com/en-us/kb/3185078

Hope this helps.