Creating Cases not functioning properly with Outlook 2016

[samperd]

Environment CMS: Wordpress 4.9.5 CiviCrm version: 4.6.36 CiviCRM Outlook Plugin: 2.1.5 (also tested 3.0.1 first, then removed) CiviCRM Outlook API extension: 2.1.5 (also tested 3.0.1 first, then removed) Outlook Version: 2016 Windows Version: Windows 7 Enterprise

Situation:

• Wordpress install OK
• Outlook 2016 install OK
• CiviCRM in worpress Install: OK
• sending email from outlook registered as activity in Civicrm: 2.1.5 OK (3.0.1: all e-mails tracked as activities instead of just the ones I click "yes" to, so I removed and downgraded to 2.1.5)
• tracking e-mail as part of a case: Fails (also fails in 3.0.1)

To replicate issue:

• install CiviCRM extension and outlook plugins as per docs
• in outlook under CiviCRM tab check off "prompt for all e-mails" and "prompt for case"
• create a new e-mail and send
• click "yes" to track in CiviCRM
• no case identified (whether or not zero, one or multiple cases for contact exist in CiviCRM) so enter required information
• press submit

Actual Result:

• the submit button show a moving circle indefinately
• a case is registerd in CiviCRM, but Outlook hangs.
• ctrl+alt+delete > Task Manager > Kill outlook process
• restart outlook
• uncheck "prompt for case"
• resend e-mail
• email is captured as an activity without a case and sent to recipient.

Expected result:

• email is sent
• CiviCRM activity captured and associated with new or existing case.

Attempts to fix the issue

• I started with a 3.0.1 install of both plugin and extension. CiviCRM activities were generated for all mailings even when you select "no", same problem with case implenmentation. So I removed both and installed 2.1.5 which fixed the issue with e-mail activities but same problem with cases.
• Check for other issues related to outlook 2016 https://github.com/veda-consulting/uk.co.vedaconsulting.outlookapi/issues/26 https://github.com/veda-consulting/uk.co.vedaconsulting.outlookapi/issues/41 ** https://github.com/veda-consulting/uk.co.vedaconsulting.outlookapi/issues/25
• Checked Outlook Logs: C:/OutlookAccessLogs/access_log.txt (see some snippets below)

Suggestions

• Provide a "cancel" button in the "create case" window to back out of the process

Outlook Access logs:

• 03-04-2018 08:38:39: Add account: Invalid URI: The format of the URI could not be determined. 03-04-2018 09:07:10: Add account: Invalid URI: The format of the URI could not be determined. 03-04-2018 09:08:14: Add account: Invalid URI: The format of the URI could not be determined. 03-04-2018 09:10:11: Add account: Invalid URI: The format of the URI could not be determined. 03-04-2018 09:10:11: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object. 03-04-2018 09:11:01: Add account: Invalid URI: The format of the URI could not be determined. 03-04-2018 09:11:01: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object. 03-04-2018 09:59:12: Authenticating account from Outlook, Function name - addAccount: API (CiviOutlook, getdomain) does not exist (join the API team and implement it!) 03-04-2018 10:10:38: Authenticating account from Outlook, Function name - addAccount: API (CiviOutlook, getdomain) does not exist (join the API team and implement it!) 03-04-2018 11:35:25: Action - Just before activity is created, ContactID is valid: 15 03-04-2018 11:35:26: ActivityID - 1 is related to ContactID - 15 03-04-2018 11:57:10: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object. 03-04-2018 13:11:58: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object. 03-04-2018 13:57:25: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 13:57:30: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 13:58:20: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 13:58:21: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 13:58:53: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 13:59:01: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 14:07:56: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 14:08:26: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 14:08:43: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 14:08:47: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 14:08:57: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 03-04-2018 14:08:58: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 04-04-2018 08:36:30: Send Email, Function name - sendEmail: The remote server returned an error: (403) Forbidden. 04-04-2018 08:36:38: Send Email, Function name - sendEmail: The remote server returned an error: (403) Forbidden. 04-04-2018 08:42:42: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object. 04-04-2018 08:46:05: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object. 04-04-2018 09:04:52: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object. 04-04-2018 09:51:23: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object. 04-04-2018 13:19:42: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 04-04-2018 13:20:50: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero. Parameter name: length 04-04-2018 13:25:50: Action - Just before activity is created, ContactID is valid: 17 04-04-2018 13:25:51: ActivityID - 114 is related to ContactID - 17 04-04-2018 13:27:07: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object. 04-04-2018 22:08:33: Add account: The operation has timed out 04-04-2018 23:31:47: Action - Just before activity is created, ContactID is valid: 15 04-04-2018 23:31:49: ActivityID - 118 is related to ContactID15

[adevapp]

Confirmed with 3.04 and 3.06. This process creates a dialogue box which you can't exit. When you hit submit, it creates the contact and case.. and every time you hit the send button it creates another case against the contact.

11-04-2019 16:59:15: Add account: The remote server returned an error: (404) Not Found.
11-04-2019 16:59:17: Invalid Credentials
11-04-2019 17:01:02: Action - Just before activity is created, ContactID is valid: 11270
11-04-2019 17:01:04: ActivityID - 11510 is related to ContactID - 11270
11-04-2019 17:01:04: Get attached files and post to CiviCRM, Function name - getAttachmentsInfo: Cannot save the attachment. Cannot add the attachment; no data source was provided.
11-04-2019 17:08:56: Action - Just before activity is created, ContactID is valid: 11270
11-04-2019 17:08:58: ActivityID - 11511 is related to ContactID11270
11-04-2019 17:08:59: Attachments, Function name - sendEmail: The remote server returned an error: (500) Internal Server Error.
11-04-2019 17:09:00: ActivityID - 11511 is related to ContactID - 11270
11-04-2019 17:09:00: Get attached files and post to CiviCRM, Function name - getAttachmentsInfo: Cannot save the attachment. Cannot add the attachment; no data source was provided.
11-04-2019 17:12:51: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object.
11-04-2019 17:13:03: Item Send Event, Function name - adxOutlookEvents_ItemSend: Object reference not set to an instance of an object.
11-04-2019 17:20:35: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero.
Parameter name: length
11-04-2019 17:20:47: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero.
Parameter name: length
11-04-2019 17:21:05: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero.
Parameter name: length
11-04-2019 17:21:07: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero.
Parameter name: length
11-04-2019 17:21:26: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero.
Parameter name: length
11-04-2019 17:28:02: Create sync folder, Function name - CreateCustomSyncFolder: Cannot create the folder.
11-04-2019 17:29:56: Action - Just before activity is created, ContactID is valid: 20521
11-04-2019 17:29:57: ActivityID - 11546 is related to ContactID20521
11-04-2019 17:29:59: Attachments, Function name - sendEmail: The remote server returned an error: (500) Internal Server Error.
11-04-2019 17:30:00: ActivityID - 11546 is related to ContactID - 20521
11-04-2019 17:30:00: Get attached files and post to CiviCRM, Function name - getAttachmentsInfo: Cannot save the attachment. Cannot add the attachment; no data source was provided.
11-04-2019 17:31:46: Action - Just before activity is created, ContactID is valid: 20521
11-04-2019 17:31:48: ActivityID - 11547 is related to ContactID20521
11-04-2019 17:31:49: Attachments, Function name - sendEmail: The remote server returned an error: (500) Internal Server Error.
11-04-2019 17:31:50: ActivityID - 11547 is related to ContactID - 20521
11-04-2019 17:31:50: Get attached files and post to CiviCRM, Function name - getAttachmentsInfo: Cannot save the attachment. Cannot add the attachment; no data source was provided.
11-04-2019 17:33:52: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero.
Parameter name: length
11-04-2019 17:34:01: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero.
Parameter name: length
11-04-2019 17:34:26: Create New Case, Function name - btnConfirm_Click: Length cannot be less than zero.
Parameter name: length

[mrandraspal]

I have the same problem in Outlook 2016 and Joomla Civicrm. Case created but cannot close the submit window in outlook.

[adevapp]

Can the windows source code be uploaded to git lab, so we can fix the issue and provide a patch back to the repo? I have been trying to arrange a paid bug fix for many months now with the author, with no response. The issue it is becoming urgent for our client.

If we have access to the source code, we can provide this patch and supply to everyone. The source code should really be provided given this is an open source module and we are happy to help in the maintenance/cost of implementing the bug fix.

Cheers.