Skip to content
Contact us Customer portal Sign in
  • There are no suggestions because the search field is empty.

💻Safetica: Outlook related issues

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

 

Applies to: Safetica On-Prem/partially Cloud

 

In this article, you will learn more about:

 

 

Requirements

Safetica Maintenance Console

  • In Safetica - Access to the Safetica Console

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

 

 


Prerequisites for capturing the email communication classic/New Outlook:

Classic Outlook

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.

New Outlook

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

Network layer, or new Safetica add-in.

For Safetica add-in check this article - 

 Outlook protection: Known issues 

For network Layer check log collection part

 


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 Console > Devices> Endpoint Detail)
     
  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 for classic outlook

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.

 

 


Log collection Classic Outlook/New Outlook:

  1. In the Safetica Console > Devices > Endpoint detail, activate Run troubleshooting and wait for activation.

  2. Wait for a few minutes for changes to apply
  3. Replicate the issue with Outlook
  4. 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.
  5. In the Safetica Console > Devices > Device detail > Collect device logs.
  6. 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. 

  7. In new Outlook collect logs manually from support tool. Follow up this article in the section Advanced network logs 💻Safetica On-Prem/Cloud: Connectivity issues