Massive issue with Eaglesoft and Office 365.

[thecomputerguy]

I just replaced two computers at a Dental office. They were having a multitude of issues with their old computers especially using Outlook. I attributed that to them using a bunch of IMAP accounts and Office 2007, so part of this upgrade included some Office 365 Business licenses just so we could install Office 2019.

Eaglesoft has the ability to grab X-Rays or Patient documents and automatically attach those to a new email inside Outlook with the patients email automatically populated.

As of upgrading to Office 2019 their email has been perfect but Eaglesoft now cannot perform the attachment of Documents or Xrays directly into a new email. Eaglesoft gives an Eaglesoft specific error and then crashes when the attempt is made.

I called them up and they said that basically they haven't tested Eaglesoft with newer versions of Office and this error cannot be fixed and requires a workaround. The workaround is to export the documents from Eaglesoft and then attach them manually in an email OR just install Office 2013 ... I was like .. you've got to be kidding me.

I asked when they plan on resolving the issue because you know ... Office 365 is probably the most widely used version of Office in ... you know ... the entire world... There was no ETA.

Exporting and manually attaching is a HUGE burden for the client and effectively creates way more work them because the process now takes triple the time it used to and this is a process they use 10-20 times a day to send Xrays or Documents to patients from Eaglesoft. Installing Office 2013 sounds like a terrible idea and I'm not even sure where to get licenses for that.

I'm sure she could get used to the process and speed it up but it doesn't help that when you want to export Xray images it defaults to a .PSD file ... which most people will not be able to open. So you have to manually swap it over to .JPG everytime.

Has anyone ran into this or have any insight or a hack that might correct the issue?

per: https://pattersonsupport.custhelp.c...~/microsoft-office-2016-issues-with-eaglesoft

 

[thecomputerguy]

Or another question would be ... how do I get Office 2013 on these computers instead of the latest version of Office 365 ... Eaglesoft says it will apparently work

 

[Sky-Knight]

I have seen this exact issue in Evosus, a pool construction focused ERP. They utilized the old MAPI extensions in Outlook to automate the population of email. This functionality was deprecated with Office 2007, and is now basically flat unsupported. If the Eaglesoft people haven't bothered to develop a supported COM add-in for Outlook to correct for this problem... they need to be replaced themselves.

Evosus is a problem for me because they don't "support" anything older than Outlook 2016 with the com addin, but they don't support anything younger than Outlook 2013 with the MAPI integration. And I can't set which is used on a user basis, it's system wide. Fortunately for me, the COM add-in works fine with Outlook 2013, so I just switched the offices in question to that. But the add-ins are a pain because they have to be installed in each user profile individually...

I wouldn't use an older version of Outlook, honestly Outlook 2013 is getting a bit long in the tooth, and some of the unpatched issues associated with it are quite ugly. Considering the sensitive nature of the data in question, you might even have compliance issues. Besides, it's only got a year of life left, support is dead next Oct.

 

[thecomputerguy]

I have seen this exact issue in Evosus, a pool construction focused ERP. They utilized the old MAPI extensions in Outlook to automate the population of email. This functionality was deprecated with Office 2007, and is now basically flat unsupported. If the Eaglesoft people haven't bothered to develop a supported COM add-in for Outlook to correct for this problem... they need to be replaced themselves.

Evosus is a problem for me because they don't "support" anything older than Outlook 2016 with the com addin, but they don't support anything younger than Outlook 2013 with the MAPI integration. And I can't set which is used on a user basis, it's system wide. Fortunately for me, the COM add-in works fine with Outlook 2013, so I just switched the offices in question to that. But the add-ins are a pain because they have to be installed in each user profile individually...

I wouldn't use an older version of Outlook, honestly Outlook 2013 is getting a bit long in the tooth, and some of the unpatched issues associated with it are quite ugly. Considering the sensitive nature of the data in question, you might even have compliance issues. Besides, it's only got a year of life left, support is dead next Oct.

Yeah I was kind of blown away that their answer created so much extra work, it's mind-boggling. Thankfully they are great clients. It's especially annoying because it paints me in a bad light. Their old computers needed to be replaced and I told them their issues would be resolved with new ones, and they were, but now more issues have been created.

 

[Sky-Knight]

You can't fix busted software... all you can do is replace it.

The MAPI integration stuff has been hit and miss for years, I'm honestly surprised you made it this long. It doesn't matter what sort of account Outlook is attached to, nor what version it is... it's a problem.

Office 2007 support died in Oct 2017, so you're talking about removing unpatched email software with massive security faults and replacing it with stuff that's actually supported. That alone should be received as a victory, even if it does cost the client more time to perform a simple task.

After all, you can lose an entire network just by receiving the wrong attachment with Outlook 2007! Not opening the attachment... simply RECEIVING IT.

But I feel your pain I really do, I just had to help the accountant for my client that uses Evosus fix her plugin... again. The thing breaks monthly, and there's jack I can do about it.

 

[marley1]

Curious is it because 64 bit Office?

Try installing the 32 bit?

Try adding mapi to win. Ini?

 

[mikeroq]

Per Eaglesoft 20.10 specs Office 2010, 2013 are support, and 2016 (with issues). Office 365 is listed as not supported and Office 2019 is not mentioned.

What version Eaglesoft?

As far as I know you cannot get the 2013 version for Office 365 anymore. Maybe try the 2016 version? I think it's still available.
Maybe the MSI version would work better?

Also try 32 bit.

 

[HCHTech]

Eaglesoft has the ability to grab X-Rays or Patient documents and automatically attach those to a new email inside Outlook with the patients email automatically populated.

I gotta say, this sounds like a HIPAA violation waiting to happen. They send patients their xrays and documents by email?

 

[thecomputerguy]

I gotta say, this sounds like a HIPAA violation waiting to happen. They send patients their xrays and documents by email?

Agreed ... I've talked to them about it but this is how they want to and continue operating.

 

[thecomputerguy]

Per Eaglesoft 20.10 specs Office 2010, 2013 are support, and 2016 (with issues). Office 365 is listed as not supported and Office 2019 is not mentioned.

What version Eaglesoft?

As far as I know you cannot get the 2013 version for Office 365 anymore. Maybe try the 2016 version? I think it's still available.
Maybe the MSI version would work better?

Also try 32 bit.

Also @marley1

They are on Eaglesoft 19, we haven't moved to 20 yet. I'm pretty sure I installed the 32 bit version but I'll double check. Mapi has already been added.

 

[Sky-Knight]

The default install of O365 installs 64bit now, so if you didn't use the pre-deployment kit with a properly configured XML file, you've got 64bit.

 

[HCHTech]

this is how they want to and continue operating.

Client with head in the sand. Got it. Get that "you're going against my recommendations" letter signed!

 

[marley1]

Maybe just use this with it

https://envoy.protectedtrust.com/knowledgebase/eaglesoft-integration-setup/

Would really check the 32 bit and upgrade to 20

 

[TurricanII]

Many Office Add-Ins don't work with 64bit Office. I guess Microsoft changed their own advice NOT to install 64bit Office!

I would also have a look to see if Office is installed with Click-To-Run and see if that is causing a problem with the Add-In.
https://evolveplatform.zendesk.com/...5-or-Click-to-Run-and-third-party-integration

Other than that, if the manufacturer says it won't work then not much point trying to work around it.

A good reminder to check the apps out before recommending software. Many companies do use apps from smaller vendors who simply do not have the resources to keep up with the latest Microsoft OS or Office.