Sugar Outlook plug-in disconnects Outlook when sending and receiving

We are experiencing issues with the Sugar Outlook plug-in on three CRM instances (two on 10.0.4 and one on 12.0.3) while using Outlook 2302 and CRM Plug-in for Outlook 2.7.7.

When attempting to send and receive, Outlook disconnects, but we can still manually archive records to CRM. Disabling the plug-in COM and restarting Outlook resolves the issue until we enable the plug-in again.

We received a Sugar Log error message [VSTA_Main] WARN Sugar.Outlook.Outlook - Network problems are preventing connection to Microsoft Exchange.

So far, we have been unable to replicate the issue using either an admin or test regular user account.

Can anyone offer suggestions?

Regards

Christopher

Copy: Brady Clark

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0 Alexandre Moulin over 1 year ago

a client reported the same issue, we reproduced with fresh 13.0 instance. we created a case on sugar support, if anyone finds a workaround please share !
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0 Christopher Hart over 1 year ago in reply to Alexandre Moulin

I did some reasearch and found that the Sugar Outlook Plugin is only compatible with the Outlook Semi-Annual Channel releases.

The latest Semi-Annual Enterprise Channel is Version 2208. We downgraded the Outlook version to a Semi-Annual Channel release to resolve the issue.

learn.microsoft.com/.../update-history-microsoft365-apps-by-date
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0 Christopher Hart over 1 year ago in reply to Alexandre Moulin

I did some reasearch and found that the Sugar Outlook Plugin is only compatible with the Outlook Semi-Annual Channel releases.

The latest Semi-Annual Enterprise Channel is Version 2208. We downgraded the Outlook version to a Semi-Annual Channel release to resolve the issue.

learn.microsoft.com/.../update-history-microsoft365-apps-by-date
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0 Alexandre Moulin over 1 year ago in reply to Christopher Hart

thanks for this feedback, I followed the steps here to downgrade: https://support.microsoft.com/en-us/topic/how-to-revert-to-an-earlier-version-of-office-2bd5c457-a917-d57e-35a1-f709e3dda841 and using this information for parameters of ODT xml config : https://learn.microsoft.com/fr-ch/deployoffice/office-deployment-tool-configuration-options#channel-attribute-part-of-updates-element

I also had to restart outlook after enabling the add-in to make it work
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