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FSLogix Support (Lack of) RRS feed

  • Question

  • Today I raised a ticket via the correct channels and used up one of our premier support incidents.

    So far this has been the day.

    14:20 NZ Time -Ticket opened
    15:00 Phone call from Exchange team!!
    15:56 Phone call from Intune team!!
    00:08 next day  - Call from Exchange team again

    None of the support team spoke with had any clue what FSLogix is and I have heard nothing further and its now 20:32 NZ Time

    #17422564 is the ticket.

    The issue I am seeing is the random failure of the search injection into outlook causing outlook to not start.

    Considering this is our first deployment and we have a very big one planned soon i cant say the initial support has impressed me at all.


    • Edited by WelshW1zard Wednesday, November 6, 2019 11:09 AM
    Wednesday, November 6, 2019 7:41 AM

All replies

  • Hey mate,

    Is the search injection issue the only issue the users are facing? This was one of the symptoms I ran into when I'd hit the invisible VHDX quota.

    And out of curiosity:

    • What have you set for the "Store Search Database in Profile Container' Group Policy setting?
    • What version of Outlook are you using? Are you using Exchange Online on on-premises?

    Wednesday, November 6, 2019 8:52 AM
  • Nick, 

    Thank for responding, shame MS be as useful as a box of frogs.

    • What have you set for the "Store Search Database in Profile Container' Group Policy setting?
      Not configured in the Profile container, but enabled in the office 365 container

    • What version of Outlook are you using? Are you using Exchange Online on on-premises?
    • Outlook 2016 from the M365B SKU on broad release channel. On premise exchange and O365 Exchange online. Can fault on account/outlook with both/each and single.

    [13:26:30.817][tid:0000081c.00000ee8][INFO]            OUTLOOK.EXE: targeting process for Search-feature code injection
    [13:26:30.817][tid:0000081c.00000ee8][INFO]            Injecting user-mode dll to PID 49652 (OUTLOOK.EXE)...
    [13:26:31.049][tid:0000081c.00000ee8][ERROR:00000005]  Injection failed. [OUTLOOK.EXE] (Access is denied.)



    • Edited by WelshW1zard Wednesday, November 6, 2019 9:05 AM
    Wednesday, November 6, 2019 8:58 AM
  • You're welcome :)

    Hopefully once the ticket is routed to the correct team, you will receive some proper assistance. Sometimes getting the correct team can be half the battle (the story any InTune ticket ever...).

    I suspect this will need to be addressed by the devs/MS, but here's another few things we could try to narrow down:

    • Does this happen to administrator accounts, if so, does it happen if the application is running with elevated permissions? (I wonder this because of the "Access is denied" message)
    • Does it happen if the search database is not stored in the O365 container? (I'm guessing no, but it's good to be 100%)

    Not suggesting to disable storing the search DB in the FSLogix profile, but it should help narrow it down.

    I checked out the FSLogix Search logs on one of my servers are found the following:

    ===== Begin Session: Windows Search User folder security
    [14:43:02.064][tid:00000e34.000071a8][INFO]            Granting user access to WSearch directory and children
    [14:43:02.064][tid:00000e34.000071a8][INFO]            Executing Command-line: "C:\windows\system32\ICACLS.EXE" "C:\Users\[USER]\AppData\Roaming\FSLogix\WSearch" /RESET /T
    [14:43:02.110][tid:00000e34.000071a8][INFO]            Access grant operation succeeded.

    Do you see this in your logs? If so, does the ICACLS command execute successfully or fail?

    Another question to ask regarding your configuration:
    Have you enabled the "Access network as computer" setting in your GPO? I don't think it would matter seeing as how the VHD itself is successfully mounts, but who knows.

    Clutching at straws a little bit here... but hopefully some food for thought :)

    Wednesday, November 6, 2019 10:20 AM
  • The problem is, the issue is sporadic.

    Admin accounts do not have FSLogix profiles, Being in the Profile or Office container shouldn't make a difference.

    If i don't store/roam the user search DB then the outlook search injection wont happen.

    [23:30:59.180][tid:00000830.000024a0][INFO]           ===== Begin Session: Windows Search User folder security
    [23:30:59.180][tid:00000830.000024a0][INFO]            Granting user access to WSearch directory and children
    [23:30:59.180][tid:00000830.000024a0][INFO]            Executing Command-line: "C:\Windows\system32\ICACLS.EXE" "C:\Users\WelshW1zard\AppData\Roaming\FSLogix\WSearch" /RESET /T
    [23:30:59.352][tid:00000830.000024a0][INFO]            Access grant operation succeeded.

    Maybe MS will come to the party tomorrow, you never know.

    UPDATE: big fat Nope, just got another call from the Exchange Team. Plus they called me at midnight NZ Time.


    • Edited by WelshW1zard Wednesday, November 6, 2019 12:07 PM
    Wednesday, November 6, 2019 10:59 AM
  • 24 hours later and still nothing,
    Not good MS not good.


    Thursday, November 7, 2019 2:23 AM
  • Oh This gets better, just had a phone call from MS support (The exchange guy again) and was told this product is not supported and i should go to the forum to get support.

    WOW just, WOW.

    Thursday, November 7, 2019 10:08 AM
  • Anyone else with issues getting support please add to this thread.
    Monday, November 11, 2019 9:00 PM
  • I opted to submit a case through the "normal" suport channel instead of our premier support channel. Cheating a case is a ridiculous procedure with a chat bot however this way you get an actual FSlogix engineer. The case is way yout of the normal microsoft support structure, our TAM was unable to find any reference to our FSlogix case. We are however actually have a partial solution.

    Integrating support channels will take some time.

    Tuesday, November 12, 2019 12:09 PM
  • I have opened a standard and a premier as my first ticket got routed wrong.


    Tuesday, November 12, 2019 10:26 PM
  • I have just been made aware of the issue.  I will look up the support case, and get it moving along.  I am on the FSLogix engineering team.  I am also now monitoring these forums.  Can't promise I can always respond right away, or will always have an answer, but I will at least now be aware of the conversations happening here, and can try to help.
    Saturday, November 16, 2019 12:13 AM
  • I have opened a standard and a premier as my first ticket got routed wrong.


    Do you have a different case number for the FSLogix case?
    Saturday, November 16, 2019 12:15 AM
  • I am also on the FSLogix engineering team and will be looking at the code changes needed if support isn't able to resolve the issue. Hopefully they have already asked for some info about your environment. As we wait for that, I would like to know what OS you are using and what version of FSLogix you are running. Thanks for sharing the Outlook version above. 
    Saturday, November 16, 2019 12:43 AM