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Troubleshooting the Microsoft Outlook Button

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Button Not Working As Expected

If your Microsoft Outlook button is not working as expected, try the following steps in order. You might come to a solution before you reach the end of the list of steps.

  1. Confirm that .NET Framework 4.6.1 is installed.
  2. If .NET Framework 4.6.1 is installed and the Phishing button appears under Add/Remove Programs: Confirm that you have chosen the correct version of the button. This is the most common cause of button issues.
    • Install the version that corresponds to your version of Office/Outlook. If you have the 32-bit version of Office/Outlook, install the 32-bit version of the button plugin. Your version of Windows is not relevant.
  3. If .NET 4.6.1 is installed and you chose the appropriate 32- vs 64-bit button version, but you are having problems retrieving the JSON configuration file or the custom button image, check the phishline.log file (%LOCALAPPDATA%\Phishline) for any messages related to an error.
  4. Check the same directory (%LOCALAPPDATA%\Phishline) to confirm that the JSON configuration file and custom button image are present. If they are not present:
    1. Check the phishline.log, if present, for any error messages related to downloading config.json or button.png. Usually, this would be a timeout or a 404-type error.
    2. Check to make sure the directory permissions allow the logged-in user to write files to that directory.
  5. If you have completed Steps 1-4, check to see if Outlook disabled the plugin.

If you have completed all of the steps and are still having difficulties, please contact Barracuda Technical Support.

Button Does Not Appear or is Dimmed

Review your phishline.log file, usually located in C:\Users\ExampleUserName\AppData\Local\Phishline\phishline.log

Example Error 1:
2018-12-19 09:23:01.5630 ERROR Failed to download config
System.Net.WebException: The request was aborted: Could not create SSL/TLS secure channel.
   at PhishlineService.Configuration.ConfigService.UpdateConfig(String configUrl, Boolean fileExists)
   at PhishlineService.Configuration.ConfigService..ctor(Boolean loadRemoteConfig)

What it means: This message implies that the version of the button on that computer is an older, deprecated version of the Phishline Outlook Button.  Versions less than 1.5.*.* use an old, no longer supported version of TLS. The version of .NET used by that button does not support modern TLS versions.

How to fix: Uninstall the old version of the button, then install and configure the newest version of the button, following the instructions in Customization Options - Microsoft Outlook Button.

Example Error 2:
2018-12-13 10:26:45.9222 ERROR Error configuring button
System.InvalidCastException: Unable to cast COM object of type 'System.__ComObject' to interface type 'Microsoft.Office.Core.IRibbonUI'. This operation failed because the QueryInterface call on the COM component for the interface with IID '{000C03A7-0000-0000-C000-000000000046}' failed due to the following error: Library not registered. (Exception from HRESULT: 0x8002801D (TYPE_E_LIBNOTREGISTERED)).
   at System.StubHelpers.StubHelpers.GetCOMIPFromRCW(Object objSrc, IntPtr pCPCMD, IntPtr& ppTarget, Boolean& pfNeedsRelease)
   at Microsoft.Office.Core.IRibbonUI.InvalidateControl(String ControlID)
   at Microsoft.Office.Tools.Ribbon.RibbonComponentImpl.PerformLayout()
  at Microsoft.Office.Tools.Ribbon.RibbonPropertyStorage.SetDynamicValue[T](T& field, T value)
   at Microsoft.Office.Tools.Ribbon.RibbonControlImpl.set_Visible(Boolean value)
   at PhishlineAddIn.PhishLineRibbon.SetButtonView(String whatToShow)
   at PhishlineAddIn.PhishLineRibbon.OnDoWork(Object sender, DoWorkEventArgs e)

What it means: This error is related to an incomplete Office upgrade and/or having multiple versions of Office installed. This issue often occurs when an old version of Office has been upgraded to a newer version, but some registry keys were not adjusted in the upgrade.

How to fix: The fix can vary from computer to computer. We cannot provide a specific recommendation because this error is caused by the Office installation, and not the PhishLine Outlook Button. The fix is usually one of the following:

  • Examine the error. Using regedit, look up the keys mentioned and fix them.
  • Run a repair on Office from the Windows program Install/Uninstall page.
  • Uninstall and reinstall Office.

See the following link for suggestions on dealing with this and similar errors: https://stackoverflow.com/questions/12957595/error-accessing-com-components/12962795#12962795

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