Outlook crashing - help please

JezNolan
Member

Hi, no matter what I do I cannot get this add-in to work. Outlook 365 Version 2109 Build 14430.20306 Click-to-run installed on a Windows PC. If I don't disable the Sales add-in Outlook crashes on sending email no matter whether the Track Email or Log to CRM is selected or not. I have folowed the article that talks about clearing the \AppData\Roaming\Sidekick folder. I have removed and reinstalled. Any help on this would be appreciated as I cannot use this at all at the moment.

 

This is the error in the log file:
Sidekick Error: 0 : MeetingsClient.cs:65 [RefreshMeetingsLinksAsync]: Failed to get meeting links: Sidekick.Api.SidekickWebException: Error 404 (Not Found) accessing api-eu1.hubspot.com/meetings/v1/link
at Sidekick.Api.ApiClient.<GetAsync>d__16.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Sidekick.Api.ApiClient.<GetJsonAsync>d__18`1.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Sidekick.Api.HubSpotApiClient.<RetryOnAuthFailure>d__5`1.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Sidekick.Meetings.MeetingsClient.<RefreshMeetingsLinksAsync>d__8.MoveNext()
DateTime=2021-10-27T16:05:25.0687922Z

0 Upvotes
36 Replies 36
JezNolan
Member

Made the mistake of trying all this and wasting even more time on this. Same problem. Really am giving up now.

0 Upvotes
tcross81
Participant

@JezNolan Before I posted in here I actually ran ccleaner before it was mentioned. Here is what I did and it seems to have held up. This issue was affecting 1 out of 10 users using the Desktop Outlook plugin. As far as I could tell when it would happen was completely random. I uninstalled the Outlook plugin. Wiped %appdata%/sidekick. Installed ccleaner. Cleaned temp files/cookies/cache etc with ccleaner. Then cleaned the registry with ccleaner. Finally re-installed the Outlook plugin. Hope this helps. Hubspot support was no help at all.

0 Upvotes
Flik168
Participant

I don't quite know how it happened but I uninstalled the previous version, ran CCleaner to remove all the old lines in the registry and reinstalled following Mia's instructions, it somehow seems to work.

 

I run Outlook within the Office 365 suite in Windows, which is in turn running within Parallels on a Mac OS Monterey, all installed in a MBP 16" 

MiaSrebrnjak
Community Manager

Hi @Flik168, thank you for sharing!

 

@tcross81 I would recommend uninstalling the add-in as a first step and also running CCleaner before reinstalling as @Flik168 suggested. Please make sure to clear all cookie data during the process. Thank you!

 

Cheers
Mia, Community Team


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0 Upvotes
tcross81
Participant

I believe this issue described by JezNolan is still an issue.

0 Upvotes
JezNolan
Member

Giving up on this

Flik168
Participant

Hi Mia,

 

I followed your instructions and downloaded the extension, but when I open Outlook and try to reply or write a new email with an email address, the same error message appears. I am afraid that hasn't resolved the problem for me either.

 

Please advise.

 

0 Upvotes
MiaSrebrnjak
Community Manager

Hi @Flik168,

 

thank you for checking! 

Could you send me the following information in a direct message via my Community profile? 

  • your account ID and user email address
  •  a screenshot of your Outlook version (you can see how to check the Outlook version here)

Thank you!

 

Mia


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MiaSrebrnjak
Community Manager

Hi @Flik168,

 

this error message is related to the Microsoft's web control WebView2 and we expect this to be resolved in the HubSpot Sales add-in version 3.0.1.262, which was released on Friday (12.11.2021).

Could you close Outlook and restart to pick up the latest update?

You can also download the latest version via your HubSpot app: Settings > General > Email > Download the email extension.

 

Hi @JezNolan@lroberts9@AJVC I also wanted to inform you about the new version of the Outlook add-in that was released on Friday and contains a couple of improvements for Outlook users. Could you close Outlook and restart to pick up the latest update? It would be great if you can let me know if this solves the problem. Thank you! 

 

Mia, Community Team 


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0 Upvotes
JezNolan
Member

Still crashes Outlook when sending an email as before without Track Email or Log to CRM ticked.

I think you have a wider problem here and need to address this. I am running out of patience.

0 Upvotes
MiaSrebrnjak
Community Manager

Hi @JezNolan,

 

I just reached out to you via DM. Thank you!

 

Mia 


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0 Upvotes
lroberts9
Member

Hi Mia, 

 

Do I need to uninstall the sales extension and then re-install? 

Throughout the week I have closed outlook down and opened again and the problem has persisted. At the moment I just have the add-in disabled, but I am having some issues with my outlook not always synchronizing or closing down properly and I have to restart my computer to get it working again. this problem disappears when I completely uninstall the add-in though, so I@m sure its related. 

 

Sorry I haven't sent you the info you requested the other day, I've just been really busy but if this new update doesn't work, I will do so later in the week. 

0 Upvotes
MiaSrebrnjak
Community Manager

Hi @lroberts9,

 

thank you for your reply! 

If restarting Outlook won't automatically pick up the latest version of the add-in (3.0.1.262, you can see how to check the version of the plugin here), you can uninstall and then re-install, correct. Thank you!

 

Cheers
Mia, Community Team


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0 Upvotes
Flik168
Participant

Hi Mia, I don't know if my email reaches you...but I get the error message that says:

 

Flik168_0-1636741559343.png

 

 

Value does not fall within the expected range.


************** Exception Text **************
System.ArgumentException: Value does not fall within the expected range.
at Microsoft.Web.WebView2.Core.Raw.ICoreWebView2Controller.MoveFocus(COREWEBVIEW2_MOVE_FOCUS_REASON reason)
at Microsoft.Web.WebView2.Core.CoreWebView2Controller.MoveFocus(CoreWebView2MoveFocusReason reason)
at Microsoft.Web.WebView2.WinForms.WebView2.OnGotFocus(EventArgs e)
at System.Windows.Forms.Control.InvokeGotFocus(Control toInvoke, EventArgs e)
at System.Windows.Forms.Control.WmSetFocus(Message& m)
at System.Windows.Forms.Control.WndProc(Message& m)
at Microsoft.Web.WebView2.WinForms.WebView2.WndProc(Message& m)
at System.Windows.Forms.Control.ControlNativeWindow.OnMessage(Message& m)
at System.Windows.Forms.Control.ControlNativeWindow.WndProc(Message& m)
at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)


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please advise. Thank you in advance. Have a good weekend.

 

0 Upvotes
Flik168
Participant

Me too! I had the same problem with Outlook crashing and now I removed Hubspot...no more crashes, but it also means no more logging emails.

 

Disappointing. 

 

I don't use IE to start with. 

0 Upvotes
MiaSrebrnjak
Community Manager

Hi @Flik168

 

Before you start with troubleshooting, please ensure that you've installed the right add-in, you can find a list of requirements here. 

I would then recommend following the instructions in this article and checking if there are any conflicting plugins in Outlook:  

  1. Go to File > Options > Add-ins and click GO at the bottom of the screen
  2. Uncheck the boxes next to the other plugins and click OK
  3. See if HubSpot enables and works.

If this won't help, you can also add HubSpot to trusted sites in Internet Explorer. We usually recommend this troubleshooting step even if this is not your prefered browser, because Outlook uses Internet Explorer in the background. You should be able to find IE in your app list. 

 

 

Let me know if this helps! Thank you! 

 

Cheers
Mia, Community Team


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AJVC
Participant

We are experiencing the same issue, tried the standard fix - https://knowledge.hubspot.com/settings/what-can-i-do-if-outlook-is-crashing-with-hubspot-sales-insta..., but it did not resolve the issue....very annoying as it started happening on all computers

0 Upvotes
tcross81
Participant

Did you ever get this solved?

0 Upvotes
MiaSrebrnjak
Community Manager

Hi @AJVC,

 

have you also checked your Internet Explorer configuration? There are a couple of things you could add/change, you can find instructions in this article.  

Outlook uses Internet Explorer in the background (event if it's not your preferred browser) and it might cause the behavior you're describing if it's not configured correctly. 

 

Thanks, 

Mia

 


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0 Upvotes
lroberts9
Member
I tried the standard fix too and no joy. I've had to uninstall the add-in as
it started crashing every time I sent an email, and was causing major issues
with my outlook, failing to close down properly. Failing to synchronise etc.

0 Upvotes