Sugar Outlook plugin not opening properly

Hi Philippe Maly

We are experiencing the same "effects" with Plugin 2.6 and Outlook verion 1808 (build 10730.20088), Win 10. Hope we can some answers soon. Just happened one day! Users are quit using Sugar functionality due to this  :/

Thanks, KGM

Hi Philippe Maly

I filed a support case and this is the answer I got from Amber Strickland (haven´t tried it yet):

This floating window issue is caused because you are using an unsupported version of Outlook. Outlook has 3 update channels, Monthly Channel, Semi-Annual Channel, and Semi-Annual Channel (Targeted). The version of Outlook you are using indicates that you are on the Monthly Channel, while our plugins only support the Semi-Annual release channel ( http://support.sugarcrm.com/Resources/Supported_Platforms/Plug-ins_Supported_Platforms/ ).
Microsoft's documentation does not recommend the Monthly Channel if you use plug-ins, outlined here:
https://docs.microsoft.com/en-us/deployoffice/overview-of-update-channels-for-office-365-proplus#semi-annual-channel-for-office-365-proplus

To switch your version of Outlook back to the Semi-Annual solution, Microsoft has provided the following documentation:
https://blogs.technet.microsoft.com/odsupport/2017/05/10/how-to-switch-channels-for-office-2016-proplus/

While this is an issue with Outlook, we are tracking this issue as Defect #81485 ( https://portal.sugarondemand.com/#supp_Bugs/81485 ), to ensure future compatibility.
As a temporary workaround, you can set Outlook to "Optimize for compatibility" by going to File->Options->General and tick "Optimize for compatibility" radio button. After closing and restarting Outlook, the SugarCRM panel should return to its docked position. Please note that this is only a partial workaround, since we do not support the Monthly Channel, you may experience other unexpected behavior.
For the time being we strongly advise you change Outlook channels and continue to use the Semi-Annual Channel.

Hi there,

I am also having this issue with some users and have 'fixed' it by using the temporary workaround that Kristjan Geir Mathiesen mentions above.

Hi KGM,

same here and I got the same answear but they are mixing up Outlook 2016 and Office 365 which are different products.

i.e. this KB entry is named for Outlook 2016 but when you read it it is Office 365: How to ‘Switch Channels’ for Office 2016 ProPlus – Office Deployment Support Team Blog 

None of the solutions worked here.

According to http://support.sugarcrm.com/Resources/Supported_Platforms/Plug-ins_Supported_Platforms/  only Office 365 is supported with Semi-Annual Channel Version.

Very strange.

Bests

Björn

For all users who are using Outlook 2016 which is not tied to an Office 365 account, this solution delivered by Haiyin Qiu from SugarCRM support solved this issue

in File -> Options -> General and tick "Optimize for compatibility"

https://www.screencast.com/t/AOPOTphcU 

works great! Thanks Haiyin!

Bests

Björn

Haiyin Qiu is the best!

HI Björn,

Nice to hear that the issue is solved by the workaround.

Up to now most reported issues are from the following build Outlook 1808 Build 10730.20088

I add this information here to make an easy search for the other users. Detail you can follow up the bug ( Defect #81485)  that Kritijan mentioned above.

Indeed that is usefull:

The build this solution works on is Version 1808 (Build 10730.20102)

On the info panel it shows

Bests

Björn Canales Pfisterer

Technical Support Manager

provalida GmbH

We had the same issue and the compatability fix resolved the issue. 

Hello, 

We continue to have problems with Outlook and Sugar this week. 

We think it may have something to do with Avast antivirus interacting with the Sugar plug-in, which we’re investigating, but we could use some assistance.  All week we’ve had a number of computer displaying problems with Outlook freezing, failing to load, and delaying the sending of mail among other things.  We’re seeing the error below quite a bit, too. I tried upgrading to the 2.6 client but I continue to have issues. 

Can you tell me anything in particular about the attached error? Do you think this is more related due to the Outlook Update?

Regards,

 Angel M.