Outlook 2016 crashes when using the Endpoint Protection Add-in

Ron Shorts
Ron Shorts used Ask the Experts™
on
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:

https://support.symantec.com/en_US/article.TECH248059.html 

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

Thanks in advance.
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Edward PamiasTeam Lead RRS Desk
Top Expert 2016

Commented:
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

Author

Commented:
Edward, the article states "the above patches do NOT apply to Click-to-Run installations" which we currently have.
Edward PamiasTeam Lead RRS Desk
Top Expert 2016

Commented:
I see you posted the same link. My apologies. Let me look further.
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Edward PamiasTeam Lead RRS Desk
Top Expert 2016

Commented:
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 Desk
Top Expert 2016

Commented:
The only other solutions I found was to disable Symantec in Outlook, which I assume you do not want to do.

Author

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 Desk
Top Expert 2016

Commented:
I figured that, and of course Symantec is saying to contact Microsoft for help which I am pretty sure has not helped.
Team Lead RRS Desk
Top Expert 2016
Commented:
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."
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

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 Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
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.

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