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Known issues with Outlook Add-in for Office 365

In Outlook desktop or Microsoft Edge Legacy browser the add-in crashes when attaching local files. Outlook displays a message "Sorry, we had to restart because this add-in wasn't responding" and the add-in is reloaded. This usually happens if the user spends more than 5 seconds in the dialog to select local files.

Version 10.4.1 reduces the frequency of these crashes, but the problem might not be completely solved for some users, especially those with slower devices. As a workaround the administrator of the PC can set a registry flag, which will provide more resources to the add-in and Outlook will not terminate it.

The registry key is a 32-bit DWORD value, called AlertInterval located under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\16.0\WEF or HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\WEF. The default value is 5 and gives the add-in 5 seconds to respond. Set the value to a reasonably high number, such as 30, restart Outlook and observe if the add-in crashes. To remove the limit completely, set the value to 0. Note that this setting applies to all office add-ins, not just Syncplicity Outlook Add-in for Office 365.

If you are not using Outlook desktop or Microsoft Edge Legacy browser, or if you do not observe the above issue, do not modify the registry settings.
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