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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Dynamics 365 web add-i...
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Dynamics 365 web add-in crashes: "App problem" "A problem was detected with an app and it has been disabled"

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Posted on by David Sydney 75

Hi community,

We are currently performing UAT tests in our Dynamics 365 CRM Sandbox instance as part of our Dynamics CRM 2013 on-premise to cloud migration project.

We are experiencing a severe issue with the Dynamics 365 add-in:

The error “APP PROBLEM   A problem was detected with an app and it has been disabled.” occurs in Outlook 2016 when trying to track emails using the Dynamics 365 add-in.

This does not happen all the time, but I was able to reproduce it multiple times using below steps for different CRM user accounts.

Unfortunately, as a result of this error, the add-in is completely removed from Outlook and from the custom add-ins section, and we don’t know how to get it back.

 

Steps to reproduce:

  1. Open email and click “Dynamics 365”. 
  2. Click into “Set Regarding” field:
  3. Click on “All records”.
  4. Click on “Change View”:
  5. Click on “Contacts” (this step may not be required to reproduce the issue – I think I have seen the App crash just after previous step):
  6. Error message is shown on yellow background with a warning sign: “APP PROBLEM   A problem was detected with an app and it has been disabled.      [view]”
  7. The Dynamics 365 app is now unusable (does not load content anymore etc.), and will completely disappear from Outlook when Outlook is restarted.

Side effects:

  1. The app Is not showing up under “My add-ins” anymore. Expected is to have add-in shown under My add-ins / Custom add-ins (2 screenshots from before the error occurred):
  2. “Appointments, Contacts, and Task Status” status changed under mailbox to Failure (expected is: “Success”):
  3. “Enabled for ACT” is shown as “No” in the table under "Dynamics 365 App for Outlook" (expected: “Yes”):
  4. Even when we then re-enable the mailbox for this user (which then changes the “Appointments, Contacts, and Task Status” status back to “Success” and “Enabled for ACT” to “Yes”), the app is still unavailable in both Outlook 2016 and the user’s web add-ins section.
  5. Also, trying to re-add the add-in manually under My add-ins/Custom add-ins does not work.

Did anyone else experience the same issue?

Many thanks!

I have the same question (0)
  • dwight Profile Picture
    dwight 10 on at

    I have a similar issue as well with Outlook 2016(16.0.4266.1001- minimum version of 2016 supported) and Dynamics 365 App for Outlook.

    I am able to consistently reproduce when I have an existing email open and click on the Dynamics 365 button.

    Technical landscape on the playbook have been verified.

    The machine with outlook 2016 is a VM with corporate image seems like it takes a while for the panel to authenticate and load comparing to on my own machine where I have Click to run Outlook(16.0.11929.20708) connecting to the same CRM instance have have no similar issue.

    - On VM(2016) open from new email: approx. 25 seconds

    - On own machine(Click to run) from new email: approx. 5 seconds

    - On VM(2016) open from sent email: approx. 24 seconds

    - On own machine(Click to run) from sent email: approx. 7 seconds

    Seems to stay on the "Connecting to your organization" view for the longest not sure if it got disabled because outlook thinks it's unresponsive and hence the "Problem" message.

  • Suggested answer
    David Sydney Profile Picture
    David Sydney 75 on at

    Thank you for your response, dwight! We've had some workshops and emails back and forth with Microsoft Premier support.

    Bottom line is: the Outlook 2016 version we were using has an issue and the error is resolved in a later version.

    And it's the same version you have installed as well! 16.0.4266.1001

    It's a shame that Microsoft does not mention anywhere about the bug in this version, and that this now obviously is not the minimum supported version anymore.

    I recommend that you update to Outlook 2016 16.0.5017.1000 which works well for us.

    Below is a list of all updates that need to be installed:

    4484328 Update for Microsoft Office 2016 (KB4484328) 32-Bit Edition
    4484342 Security Update for Microsoft Office 2016 (KB4484342) 32-Bit Edition
    4484394 Update for Microsoft Office 2016 (KB4484394) 32-Bit Edition
    4484392 Update for Microsoft Office 2016 (KB4484392) 32-Bit Edition
    4484171 Update for Microsoft Office 2016 (KB4484171) 32-Bit Edition
    4484335 Update for Microsoft Office 2016 (KB4484335) 32-Bit Edition
    4484327 Update for Microsoft Office 2016 (KB4484327) 32-Bit Edition
    4484258 Security Update for Microsoft Office 2016 (KB4484258) 32-Bit Edition
    4484287 Security Update for Microsoft Office 2016 (KB4484287) 32-Bit Edition
    3128012 Security Update for Microsoft Office 2016 (KB3128012) 32-Bit Edition
    4484136 Update for Microsoft Office 2016 Language Interface Pack (KB4484136) 32-Bit Edition
    4464586 Update for Microsoft Office 2016 (KB4464586) 32-Bit Edition
    4475588 Update for Microsoft Office 2016 (KB4475588) 32-Bit Edition
    4484145 Update for Microsoft Office 2016 (KB4484145) 32-Bit Edition
    4011629 Update for Microsoft Office 2016 (KB4011629) 32-Bit Edition
    3114852 Update for Microsoft Office 2016 (KB3114852) 32-Bit Edition
    4475580 Update for Microsoft Office 2016 (KB4475580) 32-Bit Edition
    4464535 Update for Microsoft Office 2016 (KB4464535) 32-Bit Edition
    4032254 Update for Microsoft Office 2016 (KB4032254) 32-Bit Edition
    3141456 Update for Microsoft Office 2016 (KB3141456) 32-Bit Edition
    3114528 Update for Microsoft Office 2016 (KB3114528) 32-Bit Edition
    4475514 Security Update for Microsoft Office 2016 (KB4475514) 32-Bit Edition
    4464534 Security Update for Microsoft Office 2016 (KB4464534) 32-Bit Edition
    4032236 Update for Microsoft Office 2016 (KB4032236) 32-Bit Edition
    2920717 Update for Microsoft Office 2016 (KB2920717) 32-Bit Edition
    4464538 Update for Microsoft Office 2016 (KB4464538) 32-Bit Edition
    4462119 Update for Microsoft Office 2016 (KB4462119) 32-Bit Edition
    4022161 Update for Microsoft Office 2016 (KB4022161) 32-Bit Edition
    4022162 Security Update for Microsoft Office 2016 (KB4022162) 32-Bit Edition
    4461435 Update for Microsoft Office 2016 (KB4461435) 32-Bit Edition
    4011669 Update for Microsoft Office 2016 (KB4011669) 32-Bit Edition
    4022176 Security Update for Microsoft Office 2016 (KB4022176) 32-Bit Edition
    4022172 Security Update for Microsoft Office 2016 (KB4022172) 32-Bit Edition
    4022193 Update for Microsoft Office 2016 (KB4022193) 32-Bit Edition
    4011634 Update for Microsoft Office 2016 (KB4011634) 32-Bit Edition
    4011628 Security Update for Microsoft Office 2016 (KB4011628) 32-Bit Edition
    4018319 Security Update for Microsoft Office 2016 (KB4018319) 32-Bit Edition
    4011574 Security Update for Microsoft Office 2016 (KB4011574) 32-Bit Edition
    4011225 Update for Microsoft Office 2016 (KB4011225) 32-Bit Edition
    4011259 Update for Microsoft Office 2016 (KB4011259) 32-Bit Edition
    3213551 Security Update for Microsoft Office 2016 (KB3213551) 32-Bit Edition
    4011126 Security Update for Microsoft Office 2016 (KB4011126) 32-Bit Edition
    3213650 Update for Microsoft Office 2016 (KB3213650) 32-Bit Edition
    3178667 Security Update for Microsoft Office 2016 (KB3178667) 32-Bit Edition
    3191929 Update for Microsoft Office 2016 (KB3191929) 32-Bit Edition
    3178666 Update for Microsoft Office 2016 (KB3178666) 32-Bit Edition
    3118263 Update for Microsoft Office 2016 (KB3118263) 32-Bit Edition
    3118264 Update for Microsoft Office 2016 (KB3118264) 32-Bit Edition
    3118262 Update for Microsoft Office 2016 (KB3118262) 32-Bit Edition
    3115276 Update for Microsoft Office 2016 (KB3115276) 32-Bit Edition
    3115407 Definition Update for Microsoft Office 2016 (KB3115407) 32-Bit Edition
    3115081 Update for Microsoft Office 2016 (KB3115081) 32-Bit Edition
    3115103 Security Update for Microsoft Office 2016 (KB3115103) 32-Bit Edition
    3114903 Update for Microsoft Office 2016 (KB3114903) 32-Bit Edition
    2920720 Update for Microsoft Office 2016 (KB2920720) 32-Bit Edition
    2920678 Update for Microsoft Office 2016 (KB2920678) 32-Bit Edition
    2920712 Update for Microsoft Office 2016 (KB2920712) 32-Bit Edition
    2920724 Update for Microsoft Office 2016 (KB2920724) 32-Bit Edition
    3085538 Security Update for Microsoft Office 2016 (KB3085538) 32-Bit Edition

    KB4484274 Security update for Outlook 2016 32-Bit Edition
    KB4484398 Update for Outlook 2016 32-Bit Edition

    I hope that helps you, as this fixed the issue for us.

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