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SugarCRM - Outlook 2013 - Freezing

Simon Smets

Some of our employees encounter Outlook freezing and eventually crashing if they attempt to close it.

If we leave outlook for a long period of time (About an hour) the following message pops up on screen.

After clicking OK, outlook starts to function again.

Has anyone had similar experience with this?

I've found this thread, but no answer has been provided.

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  • 0

    Hello Simon,

    Can you share your Outlook Plugin logs? This may give us some clues as to what's wrong and find a solution.

    Kind Regards,

    Jason Smith

  • 0 in reply to Jason Smith

    Hi Jason,

    Are these in a specific directory or is this the verbose logging option under Advanced in Outlook?

    Those logs get stored in C:\Users\%USERNAME%\AppData\Local\Temp\outlook logging.

    I however do not know where Outlook stores Plugin logs.

    Kind regards,

    Simon

  • 0 in reply to Simon Smets

    Hello Simon,

    If not mistaken, go to the Logging tab in Outlook Plugin's settings and it should have the full path to where the logs are kept. Alternatively, you could turn on verbose logging and provide the logs shown in the location provided above.

    Kind Regards,

    Jason Smith

  • 0 in reply to Jason Smith

    Hi Jason,

    See attached the log.txt from one of the users.

    An another note, when the function highlighted below is disabled, Outlook does not seem to suffer from any freezing/crashes.

    Maybe this can help giving a direction to look at.

  • 0 in reply to Simon Smets

    Hello Simon,

    I saw this in the logs a lot.

    2016-05-09 12:36:34,608 [VSTA_Main] INFO  Sugar.API.REST.SugarServiceHandler [(null)] - Connection error. Error code: '0'. Error message: 'The remote name could not be resolved: 'rust-oleum.crm-warehouse.be''. Retrying #2

    For some reason, the plugin cannot resolve to that domain name. Is the domain name correct? Perhaps there is something wrong with the connection?

    Kind Regards,

    Jason Smith

  • 0 in reply to Jason Smith

    Hello Jason,

    Users normally only open Outlook whenever they have an internet connection.

    When I get contacted by a user reporting that outlook froze, they also always have a working connection.

    The domain name is correct indeed.

    I'm wondering if it could have had anything to do with the automatic sync that now has been unticked.

    Kind regards,

    Simon

  • 0 in reply to Simon Smets

    Hello Simon,

    While users may be online and have a strong internet connection in general, that doesn't mean that all connections will be strong. They may connect just fine to 99% of sites but due to the server, may experience a hiccup. By unchecking that option, it isn't making as many calls to the server which will in turn result in less of a chance of server connection errors. Your server may very well be throttling the connection resulting in the errors in the log and ultimately the plugin freezing.

    Kind Regards,

    Jason Smith

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  • 0 in reply to Simon Smets

    Hello Simon,

    While users may be online and have a strong internet connection in general, that doesn't mean that all connections will be strong. They may connect just fine to 99% of sites but due to the server, may experience a hiccup. By unchecking that option, it isn't making as many calls to the server which will in turn result in less of a chance of server connection errors. Your server may very well be throttling the connection resulting in the errors in the log and ultimately the plugin freezing.

    Kind Regards,

    Jason Smith

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