Resolving Outlook Crashes Related to the Savance Workplace Add-In or Cached Exchange Mode

If you are having issues with Outlook crashing and disabling the Savance Workplace Add-In stops Outlook from crashing, this article will guide you through the steps, including checking if Cached Exchange Mode is enabled and additional troubleshooting tips. Please try the following steps:

Step 1: Check if “Cached Exchange Mode” is Enabled

Having Cached Exchange Mode enabled might cause issues with the Savance Workplace Add-In. To check if it’s enabled:

1. Open Outlook
2. Go to the “File” tab in the upper left corner of the window
3. Select “Account Settings”, and then choose “Account Settings” again from the drop-down menu
4. In the “Email” tab, select your email account and click “Change” (if you see that your account is not “Exchange” then skip to Step 3)
5. Look for the “Use Cached Exchange Mode” option

Step 2: If “Cached Exchange Mode” is Enabled

If Cached Exchange Mode is enabled, it might be causing the crash. Try the following steps:

Disable Cached Exchange Mode

1. Uncheck the “Use Cached Exchange Mode” option
2. Restart Outlook to see if the issue is resolved
3. Warning: This could cause Outlook to run slow

Lower the Length of Time Cached

1. Open Outlook and go to the “File” tab
2. Select “Account Settings”, then “Account Settings” again
3. In the “Email” tab, select your email account and click “Change”
4. Adjust the slider under “Mail to keep offline” to a shorter time period (preferably 1 month)
5. Click “Next”, then “Finish”, and restart Outlook

Delete the OST File

1. Close Outlook
2. Navigate to the OST file location (usually found at C:\Users\[Your Username]\AppData\Local\Microsoft\Outlook)
3. Delete the OST file. Outlook will recreate this file the next time it starts
4. Restart Outlook

Step 3: If “Cached Exchange Mode” is Not Available

If you don’t see the “Cached Exchange Mode” option, it means your Outlook profile likely is not an Exchange account. In this case, the crashes are likely due to another issue. Refer to this article for further troubleshooting steps.

How to Troubleshoot Outlook Add-in Issues

Step 4: Contact Support

If none of the above steps fix the issue, please reach out to support@savance.com for further assistance. When you contact support, attach your SW Outlook Add-In logs, which are usually found at C:\Users\[Your Username]\AppData\Local\Microsoft Corporation\Microsoft Outlook\EBSession. Providing additional information such as the Add-In version, Outlook version, and when the issue started occurring will also be very helpful.