MailMerge from Word using HTML the email does not send or Word freezes

Products

• Data Loss Prevention Endpoint Prevent

Issue/Introduction

When using MailMerge from Word using HTML, the email does not send or user experiences word freezing problem. 

Environment

DLP Endpoint Release : 16.0.x, 16.0, 15.8 MP1 

Cause

This is a product defect caused due to a conflict when Print Monitoring channel is ON.  

Resolution

The issue has been fixed in Public Hotfixes.

Since Endpoint Agents have cumulative fixes applied, the latest public hotfixes in each branch will contain the fix for this issue:

• 16.0 RU2 (16.0.2): the issue does not occur in 16.0 RU2
• 16.0 RU1 MP1: the fix is included in 16.0 RU1 MP1 - see link to release notes in Additional Information
• 16.0 RU1 (16.0.1): 16.0_RU1HF4 (build: 16.0.10004.60136)
• 16.0 MP2: 16.0_MP2HF9 (build 16.0.00209.60872)
• 15.8 MP3: fix is in public hotfix 15.8.00109.01003

Additional Information

Below summarizes the issue as given in the 16.0.1 Release Notes (Issue ID CRE-15192):

On Windows endpoints, print monitoring Microsoft Word documents caused failures with the following third-party application features:

• Adobe PDF Maker – Convert to PDF
• Microsoft Word – Mail Merge
• Microsoft Word – Send to Mail Recipient action
• Visual Basic for Applications (VBA) - Email macros

For a complete list of Endpoint Agent builds and public hotfixes, please see DLP Endpoint Agent build numbers and latest hotfix information (broadcom.com).