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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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New Outlook for Mac: Addins in sent items mostly get greyed out #5015

Open m2loeffler opened 1 month ago

m2loeffler commented 1 month ago

Provide required information needed to triage your issue

Your Environment

Expected behavior

The custom Outlook plugin created with OfficeJS should consistently remain active and available, and should not disable itself automatically.

Current behavior

The custom Outlook plugin together with all other addins (even native ones likes "share with teams" and "send to onenote") often disables itself, appearing grayed out. This issue primarily occurs in the new Outlook for Mac. In the old version of Outlook, the issue only sometimes occurs on the first call occasionally, with a significantly lower error rate. On windows, the exact same plugin does not grey out and is fully useable.

In particular, the plugin is grayed out approximately 80% of the time when viewing emails that the user has sent.

We just found out that even using a fresh example from the microsoft documentation results in the example addin being greyed out

This issue occurs on multiple mac devices and does not resolve by reinstalling outlook/office.

Steps to reproduce

  1. Install and enable the custom Outlook plugin in Outlook for Mac.
  2. Open the new Outlook for Mac application.
  3. Navigate to the "Sent" mail folder and open an email sent by the user.
  4. Observe the status of the plugin (active or grayed out).

Provide additional details

  1. Issue does not appear in the web version of Outlook.
  2. Older Outlook version on Mac shows this issue intermittently on the first call only.
  3. Other Office plugins are not affected and remain active.

Context

Useful logs

contoso_creation.log

Screenshots

image Example of addins working as intended

image Example of addins being greyed out

Thank you for taking the time to report an issue. Our triage team will respond to you in less than 72 hours. Normally, response time is <10 hours Monday through Friday. We do not triage on weekends.

DivyaPatidar commented 4 weeks ago

@m2loeffler Could you please provide the following details:

  1. A repro video of the issue.
  2. Diagnostic logs as mentioned here
  3. Are you using multiple accounts or a unified mailbox scenario?
  4. Are these add-ins installed for the account from which email was sent?"
m2loeffler commented 4 weeks ago

Thank you @DivyaPatidar, here are the requested infos:

  1. https://drive.google.com/file/d/1QiaGHOthRr2h9j3a1wcQ2AE4s34OdPI_/view?usp=sharing
  2. Incident ID: RTTNFCPJ
  3. The issue occurs in a single user mailbox. Some coworkers have multiple inboxes added, happens to them too
  4. Yes, installed per user
anjalitp commented 2 weeks ago

@m2loeffler We had a look at the repro video and saw that issue is occurring on encrypted e-mails. Could you please help with following details?

  1. What type of encryption is being used in the email?
  2. Does the issue occur consistently with a particular email or is it intermittent?
  3. Does the issue resolve if you stay on the email for a few minutes?
  4. Can you try accessing non-encrypted emails and see if the issue persists?
m2loeffler commented 2 weeks ago

Good morning @anjalitp,

thank you for your idea. We tried your solution and couldn't narrow down the problem. We sent one mail with signature and one without.

Here's a mail without a signature and as you can see, the addins won't work in the new outlook as seen here: image

Same issue occurs in the other mail with a certificate: image

And as we can see here: In the old outlook, both image image

  1. We're using the RSA-encryption with 2048 bytes.
  2. In the legacy outlook, it's resolvable by just reloading/reopening the mail. In the new outlook, it seems very random, sometimes reopening a mail helps, and then later it's the same issue again. But the issue on the new outlook is very persistant (the issue occurs 95% of the time).
  3. Even after 25 minutes, nothing changes
  4. yes, as you've seen above

Here's the certificate we're using. But as I've already told, turning off the certificate/encryption does not help with the issue. image

Please note that we are not able to remain on the old outlook for much longer.

Thank you for your help! Best regards

m2loeffler commented 2 weeks ago

Our customer has informed us that they are becoming increasingly impatient and urgently require a solution for this issue. We would like to request a solution as soon as possible.

Thank you for your support and understanding of the urgency.

Best regards

anjalitp commented 1 week ago

@m2loeffler We are not able to repro this issue on our side. Would you be able to share a test account with us where this issue occurs? How many users are facing this issue?

m2loeffler commented 1 week ago

Thank you for your response. In our environment, actually everyone using a Mac is facing the issue.

I've requested a testuser account for your team to our AAD. Could you provide us a way to securely forward you the credentials if/once our team decided?

Also, just in case if you missded it, I'd like to reiterate:

mobisw-msft commented 1 week ago

Hey @m2loeffler ,

You can share test credentials to us by creating a private repository, and assigning us permissions to access the same. You can grand @anjalitp or myself access to the repository.

m2loeffler commented 1 week ago

Good day @mobisw-msft and @anjalitp,

after discussing the next steps internally, our Data Protection Officer has raised concerns regarding this matter. Therefore, we would like to propose a guided session during a joint appointment, allowing you to observe the behavior on a newly created user account.

Could you send an appointment request? Best (but not exclusively) times would be from monday-friday, 09:00 - 18:00 UTC+1 (03:00AM - 12:00 AM EST).

Also, if you want to have a look at our domain administration, it needs to be within our given timeframe.

Best regards

m2loeffler commented 11 hours ago

I hope you're both doing well. I wanted to follow up on my previous message regarding the guided session for observing the behavior on a newly created user account.

If you've already reviewed the message and are planning a solution, a quick acknowledgment would be greatly appreciated. It would help us ensure we're aligned while waiting for the next steps.

We're happy to work with you to find a suitable time, and if there's anything else we can provide or clarify, please let me know.

Thanks again for your attention to this matter.

Best regards