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DavidYorkshire's avatar
DavidYorkshire
Steel Contributor
Nov 15, 2022

Outlook failing to run on on Samsung Galaxy A13

We are currently trying to set up the first phones out of a new batch of Samsung Galaxy A13 - these are the first of this model which we have tried to deploy.

 

We use Intune and several apps are installed by this as part of the deployment, including Outlook. We have found that Outlook will not work - it opens, then two or three seconds later it closes again. The following has been tried:

 

1) Making sure that the phones are fully patched (Android, 12 build number is SP1A.210812.016.A137FXXS1AVJ1)

3) Trying a different A13

3) Setting up the phone manually (i.e. without Intune) and installing Outlook manually

 

None of the above made any difference. We have also tested a different recent model, the A03s, also on Android 12 (build number SP1A.210812.016.A035GXXS2BVJ2 - i.e  the same version as on the A13). Works fine on that, so appears to be a model-specific issue.

 

Anyone have any suggestions? We can't think what else to try - it looks very much like some compatibility issue between the A13 and Outlook.

 

Thanks

  • DavidYorkshire's avatar
    DavidYorkshire
    Steel Contributor
    Nov 17, 2022
    Yesterday afternoon I asked Microsoft support to escalate the issue to their complaints department as we were clearly getting nowhere. No communication since.
  • DavidYorkshire's avatar
    DavidYorkshire
    Steel Contributor
    Nov 17, 2022

    More to and from with Microsoft support staff, who are dismissive and extremely arrogant. They refuse to address the issue, and are now trying to close the case because we initially raised one through Intune support before we worked out that it was definitely Outlook. I have pointed out repeatedly that it's definitely an Outlook issuee.

    Most recent response is next stage up in the support hierarchy, who reply with bold text telling me that we are already being assisted as another ticket is 'active' (Intune just told us to contact Samsung - so no actual assistance).


    I've asked again for it to be forwarded to their complaints department - but they seeingly won't do this (or don't have one), and continue to treat us with ignorant contempt.

    If anyone from Microsoft is reading this, you need to get a grip of your support staff - they are utterly dire.

     

    P.s. - I've checked the support portal and they did actually close the case. I've reopened it again.

    • DavidYorkshire's avatar
      DavidYorkshire
      Steel Contributor
      Nov 15, 2022
      Ok, after some further investigation:

      - The version of Outlook on the Galaxy store is 4.2240.1. That works fine on the A13 (until it auto-updates to the latest version, when it stops working)
      - The Play store version of Outlook is 4.2243.1 (the latest version – that is the version which doesn’t work.)

      So there is clearly a problem with version 4.2243.1 on some phones (certainly the Galaxy A13). We have tried that version on the Galaxy A12 and A03s and it works on those.
  • Nikhil_Nair's avatar
    Nikhil_Nair
    Copper Contributor
    Nov 16, 2022
    Same Problem here 😞
    2 models - A13 are reporting this issue. No problem on IOS
    • DavidYorkshire's avatar
      DavidYorkshire
      Steel Contributor
      Nov 16, 2022
      Microsoft has attempted to fob me off again by telling me to submit a case through the in app support (yes, in the app which won't run...). I have responded pointing this out, and that it is not practical to submit details of a complex issue and the diagnostic steps taken using a phone.

      But they end by assuring me that they are "committed to providing excellent customer support"...
      • DavidYorkshire's avatar
        DavidYorkshire
        Steel Contributor
        Nov 16, 2022
        p.s. even if I look on a working phone (not an A13), the in app support seems to have disappeared completely from Outlook - just circular references and you end up back where you started!
  • DavidYorkshire's avatar
    DavidYorkshire
    Steel Contributor
    Nov 16, 2022
    Had some more to-and-fro with Microsoft. It's just hopeless - they keep repeating that it has to be submitted through the in-app support so that it can collect the logs, and every time I point out that the app won't even run they just ignore it and repeat the same thing.

    If anyone from Microsoft is reading this can you please try to escalate this to wherever it needs to go as your technical support line is worse than useless.
  • Markus1725's avatar
    Markus1725
    Copper Contributor
    Nov 18, 2022
    So I think we have stumbled across a solution to this issue as we had the exact same on our Intune / Knox Samsung A13's.
    You can try the below it's worked for us on 3 phones so far:
    1. we install the older working version from the Galaxy app store
    2. configure Outlook for our user
    3. CLOSE ALL APPS on the phone and power the phone fully off
    4. Power back on - update Outlook the latest version appears to be 4.2244.1 but do not load it
    5. CLOSE ALL APPS again and Power the phone fully off
    6. Power back on, load Outlook and it works !!!!! on the new version (also worked on 4.2243.1)

    Good Luck!

      • DavidYorkshire's avatar
        DavidYorkshire
        Steel Contributor
        Nov 18, 2022
        Only one I have to hand immediately is a non-Intune A12. And no - still on version 4.2243.1, and a check in the Play store doesn't find any updates.
  • denismcauliffe's avatar
    denismcauliffe
    Copper Contributor
    Nov 18, 2022

    DavidYorkshire 

     

    I ran into this today, we deploy Microsoft Outlook through Intune on Fully Managed Android devices for a customer.

     

    As a workaround, I created a filter to exclude that device model (SM-A137) from the App Deployment. I then removed the Microsoft Outlook App from the end-users device. I then obtained an APK of a version of Microsoft Outlook (You can search for and find this easily enough) about 2 versions previous, from about 2 weeks ago - downloaded and installed that. It got us back up and running for now.

     

    Hope it helps someone.

    • Ian_GC's avatar
      Ian_GC
      Copper Contributor
      Nov 21, 2022

      denismcauliffe 

      Did you mange to install the older APK via Intune or was it manually? I'm rolling out about 70 of the A13 and while several set them up before the app update and are ok there are many more who picked them up too late. Too many to get them to come in, unfortunately.

      I've managed to get the current version of Outlook to uninstall from my test device by excluding it from the assignment but the APK version I uploaded to Intune isn't installing.

      • denismcauliffe's avatar
        denismcauliffe
        Copper Contributor
        Nov 21, 2022

        Ian_GC 

         

        I have struggled with this since my last post - I created a device filter to exclude the deployment of the official Managed Google Play Store "Outlook" app, then removed it from an end user and installed the APK version. I uploaded the APK version to some web space I had and just browsed to that from the web browser on the users phone.  All looked fine, until Intune decided that it wasnt an approved app and uninstalled it automatically at some stage shortly after.

         

        So, in short, that method just hasnt worked out for me.

         

        What I have ended up doing instead is deploying "Outlook Lite" using the same device filter, to the affected users and advising them to use this version until Microsoft push a fix. 

         

        It's not ideal, as I think Contacts dont sync to the device, but at least it works as a partial workaround.

         

        Hope that helps.

  • Marc_Vervaet's avatar
    Marc_Vervaet
    Copper Contributor
    Nov 23, 2022
    I don't have any suggestions, but I am dealing with the same issue on my A13. Since the update to 4.2244.1 the app crashes in a couple of seconds. Hopefully microsoft comes with an update as soon as possible.

    Marc
  • DavidYorkshire's avatar
    DavidYorkshire
    Steel Contributor
    Nov 23, 2022
    Has anyone got anything back from Microsoft? The Exchange support people eventually agreed to submit my case to the Outlook lot several days ago - heard nothing at all since.
    • Richard_Poulter's avatar
      Richard_Poulter
      Copper Contributor
      Nov 23, 2022
      I have logged a ticket and heard nothing back at all. It's a joke.
  • Alan_McCulloch's avatar
    Alan_McCulloch
    Copper Contributor
    Nov 23, 2022

    DavidYorkshire This seems to be affecting the A13's and any phone with the same chipset particularly. We have used the A12's for years and recently started with the A13 and battling the same issues but here is what I have found.

     

    Outlook Lite works but if you have on-Prem exchange or need shared mailboxes it is a no-go.

    MDM has nothing to do with the issue(broken with or without)

    Microsoft doesn't seem to care(sure we all feel this one)

     

    I have been through all the App protection angles, compliance and everything in between but I think comes down to an incompatibility at a software level for this chipset.

     

    My 2 pence worth anyway

    Alan