Add-In TaskPane cannot be opened after x time

[JordanBCX]

Provide required information needed to triage your issue

Your Environment

• Platform [PC desktop, Mac, iOS, Office on the web]: Outlook Web and Outlook Desktop for Windows (New Outlook)

• Host [Excel, Word, PowerPoint, etc.]: Outlook

• Office version number: Web + Desktop (New) 1.2024.417.100

  • Version is from System information because Outlook settings was stuck on loading

• Operating System: Microsoft Windows 11 Pro 10.0.22631 Build 22631

• Browser (if using Office on the web): Tested using Chrome 124.0.6367.61 (Official Build) (64-bit) (cohort: Stable) + Edge 124.0.2478.51 (Official build) (64-bit)

Expected behavior

I expect the TaskPane to open to the side of Outlook when activated by clicking the add-in.

Current behavior

After 24 hours (or before) of the add-in being installed, I am no longer able to open the TaskPane. I have replicated this across multiple manifests with varying content, IDs, and versions. The same issue has been replicated in different tenants in different regions.

Steps to reproduce

1. Sideload manifest xml
2. Wait up to 24 hours
3. Add-In TaskPane no longer loads

Link to live example(s)

I'm attaching the manifest I sideloaded to test which has the content of the poll add-in.

Provide additional details

Context

We are currently ready to launch our product which previously worked across all platforms, but we're currently hindered by this bug. I do not believe that we are the only add-in to experiencing this issue as I've replicated it with first part add-ins.

Useful logs

• Video 1 - Shows all add-ins functioning on Outlook Web
• Video 2 - Shows add-in not working on Outlook Desktop (New)
• Video 3 - Shows add-in not working on Outlook Web
• Video 4 - Shows add-in working on Outlook Desktop
• Video 5 - Shows first-party add-ins not working on Outlook Web
• Manifest XML Provided

1.Addin.Working.mp4

2.Not.Working.Outlook.Desktop.New.mp4

3.Not.Working.Outlook.Web.mp4

4.Working.Outlook.Desktop.mp4

5.No.addins.working.mp4

<?xml version="1.0" encoding="UTF-8"?>
<OfficeApp xmlns="http://schemas.microsoft.com/office/appforoffice/1.1" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:bt="http://schemas.microsoft.com/office/officeappbasictypes/1.0" xmlns:mailappor="http://schemas.microsoft.com/office/mailappversionoverrides" xsi:type="MailApp">
  <Id>{54B0C135-B43A-48B1-ACB2-185AFDF5D09C}</Id>
  <Version>2.5.0.0</Version>
  <ProviderName>Test</ProviderName>
  <DefaultLocale>en-GB</DefaultLocale>
  <DisplayName DefaultValue="Test"/>
  <Description DefaultValue="Test"/>
  <IconUrl DefaultValue="https://forms.office.com/cdn/images/addin/polls-80.png"/>
  <HighResolutionIconUrl DefaultValue="https://forms.office.com/cdn/images/addin/polls-80.png"/>
  <SupportUrl DefaultValue="https://example.com"/>
  <AppDomains>
    <AppDomain>https://forms.office.com</AppDomain>
  </AppDomains>
  <Requirements>
    <Sets DefaultMinVersion="1.3">
      <Set Name="Mailbox"/>
    </Sets>
  </Requirements>
  <FormSettings>
    <Form xsi:type="ItemRead">
      <DesktopSettings>
        <SourceLocation DefaultValue="https://forms.office.com/Pages/OutlookCreatePollPage.aspx?origin=nativepoll"/>
        <RequestedHeight>450</RequestedHeight>
      </DesktopSettings>
    </Form>
  </FormSettings>
  <Permissions>ReadWriteMailbox</Permissions>
  <Rule xsi:type="RuleCollection" Mode="Or">
    <Rule xsi:type="ItemIs" ItemType="Message" FormType="Read"/>
  </Rule>
  <DisableEntityHighlighting>false</DisableEntityHighlighting>
  <VersionOverrides xmlns="http://schemas.microsoft.com/office/mailappversionoverrides" xsi:type="VersionOverridesV1_0">
    <VersionOverrides xmlns="http://schemas.microsoft.com/office/mailappversionoverrides/1.1" xsi:type="VersionOverridesV1_1">
      <Requirements>
        <bt:Sets DefaultMinVersion="1.3">
          <bt:Set Name="Mailbox"/>
        </bt:Sets>
      </Requirements>
      <Hosts>
        <Host xsi:type="MailHost">
          <DesktopFormFactor>
            <FunctionFile resid="residFunctionFileUrl"/>
            <ExtensionPoint xsi:type="MessageReadCommandSurface">
              <OfficeTab id="TabDefault">
                <Group id="idGroupXXX220">
                  <Label resid="residGroupLabel"/>
                  <Control xsi:type="Button" id="TaskpaneOpenButtonXXX665">
                    <Label resid="residOpenButton"/>
                    <Tooltip resid="residOpenButtonTooltip"/>
                    <Supertip>
                      <Title resid="residOpenButton"/>
                      <Description resid="residOpenButtonTooltip"/>
                    </Supertip>
                    <Icon>
                      <bt:Image size="16" resid="residTaskPaneIcon16"/>
                      <bt:Image size="25" resid="residTaskPaneIcon25"/>
                      <bt:Image size="32" resid="residTaskPaneIcon32"/>
                      <bt:Image size="48" resid="residTaskPaneIcon48"/>
                      <bt:Image size="80" resid="residTaskPaneIcon80"/>
                    </Icon>
                    <Action xsi:type="ShowTaskpane">
                      <SourceLocation resid="residExtensionPointUrl"/>
                      <SupportsPinning>true</SupportsPinning>
                    </Action>
                  </Control>
                </Group>
              </OfficeTab>
            </ExtensionPoint>
            <ExtensionPoint xsi:type="MessageComposeCommandSurface">
              <OfficeTab id="TabDefault">
                <Group id="idGroupXXX868">
                  <Label resid="residGroupLabel"/>
                  <Control xsi:type="Button" id="TaskpaneOpenButtonXXX930">
                    <Label resid="residOpenButton"/>
                    <Tooltip resid="residOpenButtonTooltip"/>
                    <Supertip>
                      <Title resid="residOpenButton"/>
                      <Description resid="residOpenButtonTooltip"/>
                    </Supertip>
                    <Icon>
                      <bt:Image size="16" resid="residTaskPaneIcon16"/>
                      <bt:Image size="25" resid="residTaskPaneIcon25"/>
                      <bt:Image size="32" resid="residTaskPaneIcon32"/>
                      <bt:Image size="48" resid="residTaskPaneIcon48"/>
                      <bt:Image size="80" resid="residTaskPaneIcon80"/>
                    </Icon>
                    <Action xsi:type="ShowTaskpane">
                      <SourceLocation resid="residExtensionPointUrl"/>
                      <SupportsPinning>true</SupportsPinning>
                    </Action>
                  </Control>
                </Group>
              </OfficeTab>
            </ExtensionPoint>
          </DesktopFormFactor>
        </Host>
      </Hosts>
      <Resources>
        <bt:Images>
          <bt:Image id="residTaskPaneIcon16" DefaultValue="https://forms.office.com/cdn/images/addin/polls-80.png"/>
          <bt:Image id="residTaskPaneIcon25" DefaultValue="https://forms.office.com/cdn/images/addin/polls-80.png"/>
          <bt:Image id="residTaskPaneIcon32" DefaultValue="https://forms.office.com/cdn/images/addin/polls-80.png"/>
          <bt:Image id="residTaskPaneIcon48" DefaultValue="https://forms.office.com/cdn/images/addin/polls-80.png"/>
          <bt:Image id="residTaskPaneIcon80" DefaultValue="https://forms.office.com/cdn/images/addin/polls-80.png"/>
        </bt:Images>
        <bt:Urls>
          <bt:Url id="residFunctionFileUrl" DefaultValue="https://forms.office.com/Pages/OutlookCreatePollPage.aspx?origin=nativepoll"/>
          <bt:Url id="residExtensionPointUrl" DefaultValue="https://forms.office.com/Pages/OutlookCreatePollPage.aspx?origin=nativepoll"/>
        </bt:Urls>
        <bt:ShortStrings>
          <bt:String id="residExtensionPointLabel" DefaultValue="Test"/>
          <bt:String id="residGroupLabel" DefaultValue="Test"/>
          <bt:String id="residCustomTabLabel" DefaultValue="Test"/>
          <bt:String id="residOpenButton" DefaultValue="Toggle Sidebar"/>
        </bt:ShortStrings>
        <bt:LongStrings>
          <bt:String id="residVersionOverrideDesc" DefaultValue="Version override description"/>
          <bt:String id="residOpenButtonTooltip" DefaultValue="Toggle the Test Sidebar"/>
        </bt:LongStrings>
      </Resources>
    </VersionOverrides>
  </VersionOverrides>
</OfficeApp>

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.

[anjalitp]

Could you please gather network logs for the non-working scenario and share?

[JordanBCX]

Could you please gather network logs for the non-working scenario and share?

Sure. What format do you want that in? I'll just need to sanitise the content.

Edit: Is there any specific route or service you want? There are about 1000 requests by the time I select the add-in...

Thank you for the reply!

[anjalitp]

You can share in .har format.Please follow the instructions here.
We need to look at multiple request, so It would be ideal to share the entire log file.

[JordanBCX]

Thank you, I have the HAR. Do you have a preferred way to receive it? I'm conscious that it contains cookies and authentication strings.

[ajays-msft]

@JordanBCX - Please share logs in a private github repo and give access to @exextoc.

[neprasad-microsoft]

Hi @JordanBCX
Thanks for reporting this issue regarding sideloaded add-in not launching on OWA. It has been put on our backlog. We unfortunately have no timelines to share at this point.

Internal tracking id: Office: 4533027

[JordanBCX]

@JordanBCX - Please share logs in a private github repo and give access to @exextoc.

Not a problem, I have done this.

Hi @JordanBCX Thanks for reporting this issue regarding sideloaded add-in not launching on OWA. It has been put on our backlog. We unfortunately have no timelines to share at this point.

Internal tracking id: Office: 4533027

Just to play devil's advocate, the issue did also occur to non-sideloaded addins as shown in the video.

I appreciate your help so far!

[ajays-msft]

@JordanBCX - Thank you. Is the repro always consistent, or does it start working after sometime?

[JordanBCX]

@JordanBCX - Thank you. Is the repro always consistent, or does it start working after sometime?

I have been able to replicate it at least 3 times with varying times between install and the TaskPane not opening, but have not been able to start the TaskPane again any time after.

[exextoc]

@JordanBCX - Please share logs in a private github repo and give access to @exextoc.

Not a problem, I have done this.

Hi @JordanBCX Thanks for reporting this issue regarding sideloaded add-in not launching on OWA. It has been put on our backlog. We unfortunately have no timelines to share at this point.
Internal tracking id: Office: 4533027

Just to play devil's advocate, the issue did also occur to non-sideloaded addins as shown in the video.

I appreciate your help so far!

Can you please share the link for the logs?

[ajays-msft]

@JordanBCX - Can you please share the private repo link that has the logs?

[JordanBCX]

@ajays-msft @exextoc

https://github.com/JordanBCX/msft-har

[ajays-msft]

@JordanBCX - I downloaded the harfile. You can revoke my access to the repository if you want. Will investigate and get back.

[neprasad-microsoft]

@JordanBCX in this har file are no add-ins working or just the test add-in is not working?

[JordanBCX]

@JordanBCX in this har file are no add-ins working or just the test add-in is not working?

The HAR is just the test add-in not working. I can try to get a one with no add-ins working but that is an intermittent issue?

[neprasad-microsoft]

Thanks @JordanBCX for confirming. Please gather the logs whenever you have the add-ins not working issue and share it with us.
We are working on fixing the test add-in not working, but as a workaround, could you try removing the curly braces in the manifest from the Id field ? i.e change {54B0C135-B43A-48B1-ACB2-185AFDF5D09C} to 54B0C135-B43A-48B1-ACB2-185AFDF5D09C

[JordanBCX]

Thank you @neprasad-microsoft, I've tested the workaround with two manifests, one with and one without braces in the ID. The one with braces stopped working as expected, and the one without braces continues to work 3 hours on.

I'll try throughout the day to get logs for the scenario where all the add-ins do not work, and if it occurs again I will upload the HAR again.

Thank you so much for your help.

[JordanBCX]

@neprasad-microsoft I have been able to replicate the issue in "New Outlook" on Windows Desktop. I've added the file this repo and invited you https://github.com/JordanBCX/msft-har filename is "All add-ins not working.har.gz".

This happened when I reopened Outlook after adding a new addin to https://admin.microsoft.com/#/Settings/AddIns

[neprasad-microsoft]

Thanks for sharing this @JordanBCX . We are looking into this issue. Could you also let us know, does this all add-ins not working issue keep happening for a user or starts working on refresh?

[JordanBCX]

Thanks for sharing this @JordanBCX . We are looking into this issue. Could you also let us know, does this all add-ins not working issue keep happening for a user or starts working on refresh?

Not a problem! It's continued to happen to my desktop client across OL restarts and a full PC restart.

[neprasad-microsoft]

@JordanBCX, can you collect the logs again from Outlook start to opening the add-in flyout and then trying to open an add-in(add-in does not open).
This log does not capture all the needed data.

[JordanBCX]

Not a problem, I'll capture again when I see the issue come up again. Thanks

[cody-lettau]

We are also seeing this issue within the new Outlook Windows UI.

The Add-in works fine for some users and doesn't open at all for others (guessing our builds are different maybe?). We have customers reporting this issue as well -- big customers. This needs to be resolved ASAP.

Note: We do not have braces around the ID in our manifest.

[DivyaPatidar]

@cody-lettau Can you please create a separate github issue and share network logs from Outlook start to opening the add-in flyout and then trying to open an add-in(add-in does not open). You can check Collecting log files for Outlook Add‐ins issues for details on how to collect logs

[cody-lettau]

@DivyaPatidar yes we'll get a new issue created.

[cody-lettau]

Opened #4429