Outlook Classic Issue with Barracuda

Question

Outlook Classic Issue with Barracuda

Andrew Sweebe 0

We have noticed a recent issue with Outlook Classic and Barracuda Archive addin.

The issue that was happening was when you were using the Barracuda Archive addin, it would search for the archived email but fail to open it. This was happening on Outlook Classic 2610. When we reverted back to Outlook Classic 2609, the issue was no longer there.

The Command that we ran in CMD was the following " "C:\Program Files\Common Files\microsoft shared\ClickToRun\officec2rclient.exe" /update user updatetoversion=16.0.18129.20182 "
This Command allowed us to go back to the correct version for our Barracuda to work. Potentially, the newest version 2611 may resolve this issue.

I am not finding a really good way of submitting a bug report to Microsoft. This is the best thing I can find over the Feedback Hub on reporting this issue. If anyone has another way of reporting a bug, please let me know.

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2 answers

Your answer

Answer 1

Hi,

Yes, you can report this directly from classic Outlook. Go to Help > Feedback or File > Feedback. In your report, mention that Barracuda Archive Search returned results, but selecting a result failed to open the archived message. Include any error text you saw and mention that you could open archived messages again after the rollback. How to give feedback on Microsoft 365.

If you’d like a support case you can follow up on, I’d also suggest the route the forum’s AI recommended. Your Microsoft 365 admin can open Help & support in the Microsoft 365 admin center, describe the issue, and select Contact Support if the suggested results don’t help. If your organization purchased all its subscriptions through a partner, contact that partner for support. Get support for Microsoft 365 for business.

One detail I’d double-check before submitting is the build that worked. You mentioned Version 2609, but the command targets 16.0.18129.20182, and Microsoft’s update history lists the 18129.x build family under Version 2410. On the computer where the rollback worked, go to File > Office Account and look under Product Information for the installed version and build. If you still have an affected computer, include its version and build as well, along with the Barracuda add-in version. That gives Support a precise comparison. I couldn’t verify a published fix for this symptom in Version 2611. How to check your Outlook version · Microsoft 365 Apps update history.

Answer 2

Have a Microsoft 365 administrator open a support request in the Microsoft 365 admin center; this is the appropriate route for a reproducible business-impacting Outlook regression that may require Microsoft and Barracuda to investigate together.

Submit the Microsoft support case

Sign in to the Microsoft 365 admin center using an administrator account.
Select Help & support at the bottom right.
Describe the problem and review the suggested results.
If they do not resolve it, select the Contact Support headset icon.
Choose phone or email, confirm the contact details, and submit the request. If all subscriptions were purchased through a partner, the partner must open or facilitate the case instead. ^1^

Microsoft identifies the Microsoft 365 admin center as the support route for business-critical Office add-in and product failures. ^2^

Attach the following:

Exact reproduction steps:
1. Open classic Outlook.
2. Open Barracuda Archive Search.
3. Search for an archived message.
4. Select the result and attempt to open it.
Expected result: the archived message opens.
Actual result, including any error dialog or silent failure.
Scope: number of affected users and devices.
Outlook update channel and the complete Version and Build from File → Office Account → About Outlook.
Barracuda Archive Search client version and Barracuda appliance/cloud-service version.
Windows version.
Date and time of a reproduced failure.
Confirmation that the problem occurs on the affected build and stops after rollback.
Screenshots, Event Viewer entries, and Barracuda logs if available.

Also open a Barracuda support case. Barracuda documents that Archive Search is intended for classic Outlook—not new Outlook—and recommends using the latest Archive Search client with its major revision aligned to the Barracuda service/appliance version. ^3^

Correct the build numbers in the report

The command shown does not roll Office back to Version 2609:

"C:\Program Files\Common Files\Microsoft Shared\ClickToRun\OfficeC2RClient.exe" ^
  /update user updatetoversion=16.0.18129.20182

Build family 16.0.18129.x corresponds to Version 2410, not Version 2609. Official update records list:

Version 2609 Current Channel: builds in the 16.0.20430.x family.
Version 2610 Current Channel: builds in the 16.0.20527.x family.
Version 2410 Monthly Enterprise Channel: builds in the 16.0.18129.x family. ^4^ ^5^

Before submitting, capture the actual versions from About Outlook on:

One currently failing computer.
One computer where the rollback restored functionality.

This distinction is important because the issue may involve a specific build or update channel rather than the broad “2609 versus 2610” version boundary. The published Version 2610 release notes do not identify this Barracuda symptom as a resolved or known issue, so Version 2611 should not yet be presented as a confirmed fix. ^6^

Send diagnostic feedback from Outlook

On an affected computer, reproduce the failure and immediately use:

Outlook → Help → Feedback
or, where displayed, File → Feedback

Select the problem-reporting option, include screenshots, permit Microsoft to contact you, and include the support-case number. Microsoft states that in-app feedback is routed to the applicable Microsoft 365 product team. ^7^

If Help → Contact Support is available in the subscription version of classic Outlook for Windows, it may prompt for permission to collect diagnostic logs. ^8^

Feedback is useful for engineering telemetry, but it does not replace an administrator support case when tracking, investigation, and follow-up are required.

References