Outlook 2016 crashes when using the Endpoint Protection Add-in

Hi Experts

I'm on Windows 10, and getting the error message with Outlook 2016 (Click-to-Run) installations:

Outlook 2016 crashes when using the Endpoint Protection Add-in

Symantec has this article on it, which recommends passing to Microsoft:


Has anyone else seen this, or have any solution to this issue?

Thanks in advance.
Ron ShortsAsked:
Who is Participating?
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

Edward PamiasTeam Lead RRS DeskCommented:
According to the Symantec site Microsoft has released KB4011570 to fix that issue. See link below.

REF: https://support.symantec.com/en_US/article.TECH248059.html
Ron ShortsAuthor Commented:
Edward, the article states "the above patches do NOT apply to Click-to-Run installations" which we currently have.
Edward PamiasTeam Lead RRS DeskCommented:
I see you posted the same link. My apologies. Let me look further.
Determine the Perfect Price for Your IT Services

Do you wonder if your IT business is truly profitable or if you should raise your prices? Learn how to calculate your overhead burden with our free interactive tool and use it to determine the right price for your IT services. Download your free eBook now!

Edward PamiasTeam Lead RRS DeskCommented:
I was reading another article that said most Anti-Malware Solutions are not yet compatible with Click-to-Run installations and no further information is given. :(
Edward PamiasTeam Lead RRS DeskCommented:
The only other solutions I found was to disable Symantec in Outlook, which I assume you do not want to do.
Ron ShortsAuthor Commented:
I saw that also about disabling Symantec, we have other security components in place, but that's still not something we'd like to do.  Thanks
Edward PamiasTeam Lead RRS DeskCommented:
I figured that, and of course Symantec is saying to contact Microsoft for help which I am pretty sure has not helped.
Edward PamiasTeam Lead RRS DeskCommented:
Here is a comment from another site which I cannot post the link to. See if it helps.

"Disabling the Symantec Outlook Add on is not an option. Why bother. Here is the solution.

Outlook 2016 (has stopped working) (I have a similar fix for Outlook 2013)

cmd (run as administrator)
 cd %programfiles%\Common Files\Microsoft Shared\ClickToRun
 officec2rclient.exe /update user updatetoversion=16.0.8431.2094
 (8431.2094 brings office back to the beginning of October 2017)

1.Start Outlook.
 2.Click File, and then click Office Account.
 3.In the Product Information column, click Update Options, and then click Disable Updates

Symantec Endpoint 14 latest service patches
 Windows 10 1709 latest service packs
 Office 2016 latest service packs

Two computers were the same, one friggin failed, the other did not fail. days to troubleshoot. Symantec did not solve the problem, but was extremely helpful in the thinking process and a super catalyst to get to this solution. This post will allow Symantec to provide the solution to their clients!

No reboot required. Fixed. Symantec Endpoint Outlook Add on is enabled and working."

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
JohnBusiness Consultant (Owner)Commented:
I have used Symantec Endpoint with Office Click to Run, but no SEP add-ins. Attachments continue to be checked and otherwise Spam Filters keep the bad stuff out.
Andrew LeniartIT Consultant & Freelance JournalistCommented:
Hi Ron,

but that's still not something we'd like to do.

I respect your wanting to leave the add-in enabled, but may I ask why if it is currently causing you crashing issues and Symantec and Microsoft are playing the blame game on each other? Until they get their act together to resolve the problem, you do realize that Symantec Endpoint will still protect you (if it's able) when an infected file or email is accessed or opened?

To get a solution to this problem before Microsoft issues a patch, your only option may be to abandon the use of click to run and install a desktop copy of Office 365 instead.
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Microsoft Office

From novice to tech pro — start learning today.