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OfficeDev / office-js

A repo and NPM package for Office.js, corresponding to a copy of what gets published to the official "evergreen" Office.js CDN, at https://appsforoffice.microsoft.com/lib/1/hosted/office.js.
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Outlook desktop app consistently disconnects from Exchange within a minute after office add-in is opened #4068

Closed junhuiluosalesforce closed 7 months ago

junhuiluosalesforce commented 7 months ago

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Your Environment

Expected behavior

Outlook desktop app and office add-in running in Outlook should stay connected with Office365

Current behavior

Once the user opens the Salesforce (Outlook integration office add-in https://appsource.microsoft.com/en-us/product/office/WA104379334?src=office), within a minute Outlook desktop app and the office add-in both disconnect from Office 365, as seen in the Outlook main window status bar at the bottom of the Outlook window. If the office add-in is not opened, Outlook desktop app stays connected to Office365.

Steps to reproduce

  1. _The issue is only reported by one of our (Salesforce's) customers. This customer can consistently reproduce the issue. We (Salesforce) cannot. This Salesforce customer opened a support case 2312140040005873 with Microsoft Support and Microsoft Support concluded that the issue is with the following log entry captured in Fiddler logs:
  2. <?xml version="1.0"?> <q:Envelope xmlns:ex12t="http://schemas.microsoft.com/exchange/services/2006/types" xmlns:ex12m="http://schemas.microsoft.com/exchange/services/2006/messages" xmlns:q="http://schemas.xmlsoap.org/soap/envelope/"> 1.13 1.1 a:ErrorAccessDenied The requested web method is unavailable to this caller or application. ErrorAccessDenied The requested web method is unavailable to this caller or application.

Microsoft Support said (in support case 2312140040005873) "Note: GetAppMarketPlaceUrl error is specific to add-in while connecting with that perticular add-in. The EWS is working fine as per the remote connectivity logs and fiddlers.". But Salesforce code in the office add-in does not call GetAppMarketplaceUrl and it appears the call is made from the office.js framework and we do not know how to address the issue. Also Outlook app status bar clearly shows it is disconnected from Exchange.

Screenshot 2024-01-30 at 10 59 25 PM

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junhuiluosalesforce commented 7 months ago

For context, I notice another reported issue here https://github.com/OfficeDev/office-js/issues/3178 also mentions calls to GetAppMarketplaceUrl.

avisheknand commented 7 months ago

I am not sure if this will solve the issue. We have encountered this before with COM-Addins , where Outlook gets disconnected. From our diagnosis, we encountered that Outlook Addin Viva insight was conflicting with the COM addin. Check if Viva insight is enabled inside outlook , try to remove and test if the SalesForce app works

junhuiluosalesforce commented 7 months ago

@avisheknand Thanks. The user does not have any other add-ins, including Viva insights.

millerds commented 7 months ago

When you say not any other add-ins does that include COM addins?

junhuiluosalesforce commented 7 months ago

@millerds Thank you very much for the clue. We were able to identify which COM based add-in was in conflict.

junhuiluosalesforce commented 7 months ago

Some COM based office add-in was causing this behavior.