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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.
https://learn.microsoft.com/javascript/api/overview
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Addin not loading for shared mailbox after email address change #4886

Open ArjunSureshKumar92 opened 2 months ago

ArjunSureshKumar92 commented 2 months ago

The addin is not loading for a mailbox after the email address is changed. We tried restarting outlook desktop app and also restarting the addin but no use.

It remains in the state shown in image1.

However, the issue is resolved as soon as we create a new outlook profile.

The addin loads fine for the mailbox as shown in image2.

This issue is only happening for outlook desktop app.

Expected behavior is after some time to sync up, the addin loads for the mailbox.

Current behavior is the addin only loads after creating a new profile

To reproduce the issue:

  1. Change the email and username of a shared mailbox that the user has delegate access to.
  2. Once the changes sync up (give it 10 mins), try and open the addin.
  3. The addin will not load
  4. Create a new outlook profile for the same user
  5. Once the shared mailbox shows up in the profile, the addin will start working.

image1 image2

ArjunSureshKumar92 commented 1 month ago

@exextoc Can we please get an update on this?

ndeleuze commented 1 week ago

@ArjunSureshKumar92 apologies for the late reply here. I am currently trying to reproduce this issue and will get back to you shortly.

ndeleuze commented 5 days ago

@ArjunSureshKumar92 I am not currently able to reproduce this issue, and I have some questions:

  1. What version of Outlook Win32 are you experiencing this on?
  2. After changing the shared mailbox name and email, does this information automatically reflect on Outlook after ~10 minutes?
  3. Does the user need to create a new profile to have the Add-in load or does restarting Outlook resolve this issue?
  4. I don't see from the images above that the name of the shared mailbox is changing. Is "Complex Case Management" the share mailbox that is being changed?
  5. Is this issue happening on the classic Outlook desktop experience or the new experience?
  6. Does this reproduce on any other platforms? (new Outlook desktop experience, web, mac, iOS)
ArjunSureshKumar92 commented 5 days ago

@ArjunSureshKumar92 I am not currently able to reproduce this issue, and I have some questions:

  1. What version of Outlook Win32 are you experiencing this on?
  2. After changing the shared mailbox name and email, does this information automatically reflect on Outlook after ~10 minutes?
  3. Does the user need to create a new profile to have the Add-in load or does restarting Outlook resolve this issue?
  4. I don't see from the images above that the name of the shared mailbox is changing. Is "Complex Case Management" the share mailbox that is being changed?
  5. Is this issue happening on the classic Outlook desktop experience or the new experience?
  6. Does this reproduce on any other platforms? (new Outlook desktop experience, web, mac, iOS)
  1. This is happening for a customer of ours, so I don't have the exact version info with me. I will get back to you with the info. But I remember it was one of the latest version.
  2. No the changes are only reflecting after a new profile is created. Fyi, the shared mailboxes are auto-mapped.
  3. Yes, only re-creating the profile makes the addin work. We have tried all other options available and nothing else worked.
  4. Yes, in the screenshot given, that particular box name was not changed, only the email was changed. But for the ones, we made the name change those did reflect the change after re-creating the profile.
  5. It is happening in classic outlook. The customer does not use "New Outlook" or OWA.
  6. No that we are aware of.
ndeleuze commented 2 days ago

@ArjunSureshKumar92 thank you for the additional information.

  1. Thank you for trying to find the version for the affected customer.
  2. Sorry for the confusion, but from the post it sounds like creating a new profile is what fixes the issue. Just to confirm the full scenario, it sounds like: user's Add-in is working for their mailbox and for their shared mailbox -> admin changes the name or email of the shared mailbox -> after about ten minutes the Add-in stops working only for the shared mailbox even though no change appears to take place for the shared mailbox (name or email) -> after creating a new profile, the shared mailbox is updated in the client and the Add-in is working again. Is that correct?