KACE Product Support Question

Outlook 2016 crashing after KACE patches

11/20/2017 2860 views
Seemingly without fail, we have a nearly 100% rate of Outlook 2016 crashes and errors after our K1000 applies patches to our test machines. If we remove that month's Outlook patch, the issue goes away. If we patch these machines with WSUS and they get the EXACT SAME PATCH, we do not see the issue.There is definitely something going on with the files from Patchlink, numerous KACE admins are reporting the same exact issue on the PatchManagement.org mailing list. I'm at a point where I need to roll Office 2016 to close to 700 machines and KACE isn't allowing me to patch due to the errors we are seeing on the clients. Has anyone else run into this, and if so, how did you resolve it? FWIW, we are still on 6.4 simply due to the fact that the agent for 7.0 is all Powershell, which is not allowed in our environment.
4 Comments   [ + ] Show comments


  • Do you have the exact patch KB number?

    Are you using outlook 32 or 64?

    I use KACE 8.0 and office 2013, so I don't think I can help you, but if you could post more detailed information, we might be able to narrow it down.
  • 32 bit Office 2016 Pro Plus MSI installer. It's a different KB each month. This month it's KB401162. Prior months, KB4011091. Tends to crash on startup, or any time calendar data is accessed. Removal of the update restores Outlook to a usable state. Applying said updates manually, or via WSUS works fine.
    • You had a typo, I will assume is KB4011162.

      Found these on google:

      "Anyone else having issues with CRM Outlook client after Outlook security update KB4011196"

      "Microsoft Dynamics 365 for Outlook is unable to render webpages after installing the October 2017 Microsoft Outlook security update"

      "Outlook 2016 Keeps Crashing?"

      Update KB4011162 seems to be involved, and they are not patching with KACE.

      Maybe check with support. This is going to require a test subject machine, and some logs.
      • I would normally agree, but we've been seeing this behavior with several patches for Outlook 2016. We're not using a CRM client. For whatever reason, some other KACE admins I've talked to have said that , a second D&D with reboot from KACE on an affected client seems to resolve the issue as well (without manual uninstall), but at the moment I can’t tell why. KB4011240 appears to be detected and reinstalled with a success (102) on the second D&D, and Outlook works again.

        With close to 800 endpoints, running a 2nd D&D cycle is not exactly the best solution.

        I'd be more than happy to open another case with support, but I just get told to upgrade my K1000 to 7.x. ...this is not an option currently due to the use of Powershell being banned in our environment.
  • Channeler, the problem KB this month was 4011240, not *62.

    Kelley, we verified in testing that this was specific to patching with KACE. We also got limited support from Quest on the issue, and were already running latest version at the time the issue presented. It isn't version specific. What we have taken to doing is a deployment that starts with our IST group, they sit on it for a week to see if anything comes up specific to general workflows, and then it goes to the rest of the org. Usually, that combined with the patchmanagement mailer for other peer-found issues, we can avoid problems getting out to the organization at large. We've experienced the same problems with Office2016 (since well before Summer, when Patchlink's gentle touch was causing Office apps to close without warning and lose client work) and the Outlook specific ones over the past few Patch Tuesdays crashing Outlook. It's a real bummer, and we are already piloting other products as a result.
    • I've just decided to stop patching Office 2016 with KACE, and use WSUS for that suite only. Not happy about it, but it works.
    • If you remove the patch manually, make sure is completely removed.

      Then go to here https://www.microsoft.com/en-us/download/details.aspx?id=56166

      Download the patch and install it manually, Do you still see Outlook crashing?
      • We have done that, and the crashing stops. It's ONLY when the patch is applied via KACE that we have the aforementioned issues.
  • We have been noticing similar symptoms here with Office 2016 that we have just rolled out to about 100 users. Doesn't seem to affect everyone. Maybe 1/10 of users affected (just a guess). We're monitoring and will see whether this continues on into January. If it does, then this might be the final nail in the KACE K1000 patching coffin.

All Answers

We have seen this issue periodically with Outlook patches as well. This month it seems that KB4011240 is partially causing the problem. From what we have determined, when KB4011240 is installed it removes KB4011162, even though it is not listed as being superseded. In some instances, however, KB4011162 gets uninstalled, but KB4011240 does not install successfully. Machines in this case will experience issues with Outlook. Installing KB4011240 resolves their issues.

Answered 11/21/2017 by: chucksteel
Red Belt

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