question

SamMoaga-1840 avatar image
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SamMoaga-1840 asked ·

Why do we constanty get Safemode error and when can Microsoft provide a permanent fix to solve the problem? Is there a known issue with MS Outlook 365 and Webex Meeting/Productivity Tool Add-in?

This seems to be an on going issue and it has gone back to early days when Office 365 was launch. We are currently having issues with MS Office application freezes and wants to open in Safe mode. Some users gets repeat of the issues.

We had apply all or some of post recommendations from Microsoft but yet the issue still exist. some use's have to repeat signing in to their Microsoft Account to be able to use Office.

I there a know issue between MS Office 365 and Webex meeting and Webex productivity Tool Add in to MS Office 365?

If there's a permanent solutions please send it this way so we can try. We spend millions on Microsoft products but, yet they always try to push and point fingers to someone else to blame instead of working on a fix.

thank you,

office-outlook-itprooffice-deploymentoffice-for-mac-itpro
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JeffYang-MSFT avatar image
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JeffYang-MSFT answered ·

Hi @SamMoaga-1840,
Are you using Outlook for Mac client along with Cisco Webex Meeting add-in like below? If so, before going further, please make sure you have already update your Outlook to the latest version.
23709-16-22-34.png
I did a lot of search about know issues and only found this known issue related to Webex plugin: "Unsupported version of Webex plugin is detected" message, just check if this could be helpful to you.

Does the freeze issue only happen in Outlook? Or happen to all the Microsoft Office programs as well?
Does this issue only happen to one specific user? Or all the users in your working environment?
To confirm if your issue is related to your Outlook client, please try to temporarily remove this specific add-in from your Outlook and see if the issue has any difference.

According to my tests, I added Cisco Webex Meeting Scheduler via Get Add-ins button in Outlook(Version 16.40) and run Outlook for quite a long while, but seems have not met the freeze issue you mentioned. (Due to the limitations, I can only proceed to the following interface, and have not met any performance issues yet, for your comparison)
23746-16-29-49.png

And if Outlook still have freeze issues after removing this specific Add-in, I'm afraid that your issue might be related to your Outlook client. Please try to completely uninstall your Office for mac and then re-install it to see if it works.

If Outlook could work fine without this specific add-in, seems that your issue might be more related to the add-in itself. Since here we mainly focus on general issues about Outlook desktop client, it is suggested to post your feedback of add-ins to developer forums via the steps in this article: Office Store FAQ.


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Hi @SamMoaga-1840,
Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back.

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Hi @SamMoaga-1840,
It has been a while, how is everything going?
If you have any update about this issue, please feel free to let me know.

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SamMoaga-1840 avatar image
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SamMoaga-1840 answered ·

Hi JeffYang,

Using MS Office Outlook 365 and we constantly get New updates pushed when available. Issue happens mostly on Outlook and Webex Meetings. It could also affect Word and Excel while open and cause all MS Office applications to freeze. Sometimes also get drop off in the middle of meetings.

This is still an ongoing issue and sometimes Microsoft accounts gets drop like sign out users. Still wish there's a better solution and fixes available cause all other Microsoft fix are not working.

thank you,
Sam,

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SamMoaga-1840 avatar image
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SamMoaga-1840 answered ·

Does the freeze issue only happen in Outlook? Happens to both Outlook and Webex Meeting and if you have some other MS Office applications open it might freeze some times and ther mostly wants says crash and needs to Open in Safe mode or not open at all.

Or happen to all the Microsoft Office programs as well? This issue happens varies some all MS Office and Webex Meeting or majority Outlook Webex Meeting and sometimes with Word.

Does this issue only happen to one specific user? This is a spread out issue some are repeated users.

Or all the users in your working environment? For the most part spread out

Three things that I feel might be factoring in the issue. MS Office, Webex Meeting and Global Protect VPN besides Add-ons. This is happening quite often maybe because all are working from home remotely as well? Internet connections is the other factor.

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Hi @SamMoaga-1840,
Agree with what you said, this issue might be related to MS Office, Webex Meeting and Global Protect VPN these several factors. Please ensure that you have also upgraded all these programs (including Webex Meeting and Global Protect VPN) to the latest version to avoid possible version issues.
To further confirm whether the problem is related to the Outlook client itself, it is suggested for you to temporarily exit other programs (Webex Meeting and Global Protect VPN) and run Office programs alone to see if the issue could be reproduced.

Besides, is this article ""Unsupported version of Webex plugin is detected" message" which mentioned above helpful to you? I indeed searched a lot about your issue but have not found other documents about your issue. Please try to wait for the later Office update and check if the issue could be better.

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I'm writing to see if you have any update about this issue. Any updates, please feel free to let me know.

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