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Custom UI Runtime Error in Sophos Outlook Add-in for Secure File Sharing

We deployed the "Sophos Outlook Add-in for Secure File Sharing" via Sophos Central many months ago and we have one machine that is unable to load it.

All of the machines this was deployed to are running the same hardware and software versions.

Windows 10 Pro (10.0.17763) (en-US)
Office 2016

One machine is receiving the following when opening outlook and creating messages:

"Custom UI Runtime Error in Sophos Outlook Add-in for Secure File Sharing
Error found in Custom UI XML of "Sophos Outlook Add-in for Secure File Sharing":

Line: 3
Column: 10
Error Code 0x80004005
Failed to find Office control by ID
ID: TabNewMailMessage
P1: 701656
P2: 16.0.11929.20300
P3:
P4:

Has anyone come across this and/or have any tips for troubleshooting?

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0 Jasmin over 5 years ago

Hi Kyle Parrish

Would you please confirm whether the product which is related to this add-in is Sophos Email?

Regards,

Jasmin
Community Support Engineer | Sophos Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
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0 Kyle Parrish over 5 years ago in reply to Jasmin
We are not using Sophos Email.

The add-in was deployed via Sophos Central (Encryption Policy).

Outlook 2016

Windows 10

Exchange 2013/Office 365
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0 Jasmin over 5 years ago in reply to Kyle Parrish

Hi Kyle Parrish

Would you please suggest how do you download the above Add-in?

Also, please suggest the name of that Add-in on the other user's laptop is "Protect Attachments" or it is different?

Regards,

Jasmin
Community Support Engineer | Sophos Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
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0 Jasmin over 5 years ago in reply to Kyle Parrish

Hi Kyle Parrish

Would you please suggest how do you download the above Add-in?

Also, please suggest the name of that Add-in on the other user's laptop is "Protect Attachments" or it is different?

Regards,

Jasmin
Community Support Engineer | Sophos Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
If a post solves your question use the 'This helped me' link
Cancel
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0 Kyle Parrish over 5 years ago in reply to Jasmin
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0 Jasmin over 5 years ago in reply to Kyle Parrish

Hi Kyle Parrish

Thank you for your patience. I'd like to know whether do you have any other outlook add-in enabled with this one as well.

If yes, Would you try disabling other add-ins and then open the Outlook and see if the error still exists?

Regards,

Jasmin
Community Support Engineer | Sophos Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
If a post solves your question use the 'This helped me' link
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