Outlook related issues

This article provides a guide on how to proceed in case of Outlook-related issues.

 

In this article, you will learn more about:

• Requirements
• Prerequisites for capturing the email communication
• Identifying potential collision of add-ons
• Log collection

Requirements

Safetica Maintenance Console

• In Safetica ONE 10 – Named Safetica Management Console and available to administrators by default.
• In unified Safetica – Renamed to Safetica Maintenance console. Available upon manual installation from here.

Review exceptions for Safetica in your other security solutions: How to set up exceptions for Safetica Client in your antivirus

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Prerequisites for capturing the email communication:

This feature can be in Outlook potentially covered by two Safetica modules. The used one is chosen based on the protocols.

1. SMTP/POP3_IMAP – This can be handled by both the MAPI extension and the NetMonitor service.
   1. The MAPI extension is used as the default option. If you struggle to get any email activity, you can try disabling the MAPI and see how it goes when the Network layer + NetMonitor service steps in.
      1. The deactivation can be found in:
         (Safetica Maintenance Console > Maintenance > Endpoint deactivation)
2. MAPI over HTTP – This can be handled only by MAPI in combination with the NetMonitor service.

In case this doesn’t resolve your issue, set your changes to the default state and proceed with "Identifying potential collision of add-ons" as it dives deeper.

 

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Identifying potential collision of add-ons

If the issue is related to the Outlook stability, please test the client deactivation first, so you can ensure that the collision happens with the Safetica product. 

Client deactivation

1. The client deactivation can be found under:
   (Safetica Maintenance Console > Maintenance > Endpoint deactivation)
    
2. Save your changes at the top right corner, wait for a few minutes for changes to apply, and then restart your Outlook.
3. If the issues remain the same, it’s not caused by Safetica. If the issues disappear, enable the Safetica Client and test, that the issue is reproducible again.

Testing add-on compatibility

Add-ons can be found in Outlook under the [File] > [Options] > [Add-ins].

1. See if multiple solutions imported their own add-ons and try their deactivations to see, whether anything collides with Safetica's add-on called "MAPI Addin".
   Important: Restart Outlook with each deactivation to see the changes.
2. If you find any conflict, evaluate, whether you need that other add-on or, if your used email protocol allows you to capture the traffic using only NetMonitor.
   (Options described in the upper paragraph "Prerequisites for capturing the email communication")
3. If you need both add-ons to be activated, proceed with the Log collection.
   
   

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Log collection:

1. In the Safetica Maintenance Console > Maintenance > Endpoint settings, select the affected endpoint in the tree on the left-hand side.
2. Change the “Logging level” to “Verbose” and save the change using the confirmation button in the top right corner:
   
3. Wait for a few minutes for changes to apply
4. Replicate the issue with Outlook
5. Situations:
   1. If Outlook hangs, please create a process dump manually at least 2-3 times in a row.
   2. If Outlook crashes, see how to collect the crash dump in the following article.
   3. If there is just a monitoring issue, proceed with the next step.
6. In the Safetica Maintenance Console > Maintenance > Information collection, set up a new collection task, leave the preset configuration and finish the wizard while selecting your tested workstation.
7. Download the collected log files. Upload everything to upload.safetica.com along with the information you were able to capture in the process of the analysis.