Troubleshoot Outlook

Outlook AddIn troubleshooting

Problem

While sending a regify mail, you get the following error-message "regify redemption problem":

regify redemption problem
Your installation seems corrupt. Redemption.dll is to old (V4.x.y.z). Please install the latest regify setup.

Solution

In this case, the setup has not been able to install the new redemption.dll in the system folder. This is, because an already existing version is older than V4.7. This happens mostly if other Outlook-AddIns are installed. This one seems to use an extreme old version of this file (V4.0 is from 2005, 4.5 is from 2007, V4.7 is our minimum and this startet on February 2009).

solution options:

1. remove the incompatible AddIn and re-install regify again. This should install the new redemption.dll and the AddIn should run fine. Sadly, you can not use the old AddIn anymore.
2. register the regify redemption.dll explicitely:
   XP: start menu -> "Run..." -> regsvr32 "%SYSTEMROOT%\System32\redemption.dll"
   Vista/7 64 Bit: start menu -> commandline -> regsvr32 "%SYSTEMROOT%\SysWOW64\redemption.dll"
   Vista/7 32 Bit: start menu -> commandline -> regsvr32 "%SYSTEMROOT%\System32\redemption.dll"
3. sometimes, the 'bad' AddIn is always activating his version (like funambol addin). You can try to exchange their redemption.dll with the one of regify.

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Problem

After installation, the Outlook AddIn is not appearing

Solution

There are three knows reasons for this:

1. You are using Outlook 64 bit version. Solution: install the 32 bit version of MS Office. Please also have a look here (german).
2. Your office setup is corrupted. Solution: Choose the setup-type custom installation in the regify client setup and manually activate the Outlook AddIn as option to install.
3. The add-in may be deactivated by accident (eg after crash). Please enter your Outlook settings, File->Options, Add-ins, Manage: deactivated elemenst, and re-activate the regify add-in.

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Problem

Some people complain about receiveing only a Winmail.dat file from me (instead of a rgf file). I'm using Outlook (or Exchange):

Solution

Your e-mail program (Outlook) sends this. The Winmail.dat file contains a TNEF encoded e-mail. Sadly, only Microsoft uses this format and only Outlook and Exchange are able to decode this properly. This is not a problem of the regify AddIn or regify at all, but you need to disable this in your Outlook to be able to communicate with non-Microsoft people. Possible solutions are:

• google for "winmail.dat"
• visit this page from Microsoft to disable this in Outlook 2007 and 2010: Microsoft Knowledge Base Article 958012
• switch to another e-mail software that uses standards ;-)

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Problem

While sending a regify mail, you get the following error-message "Error":

Error
ActiveX component can't create object
Error occured in classConnect.ConvertMailToRegify
Error-Number: 429 LastPos:

Solution

It seems that the installation of the Redemptions.dll failed. The Redemption.dll in the System32 folder seems not correctly registered. The reasons may be:

• AntiVirus software prevented the setup from doing it's job
• AntiVirus software prevents the OL addin from using the Redemption.dll
• The setup was not run with Administration rights (setup normaly asks for such rights)

Additionally, it may get checked by doing the following call from the command-line with administrator rights:

regsvr32 %SYSTEMROOT%\System32\Redemption.dll

It should state DllRegisterServer in c:\...\Redemption.dll succeeded.

If not, there is a problem on this system (AV software, some strange firewall, missing administrative rights, strange user-policies etc.).

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Problem

Outlook complains about the regify AddIn causing crashes!
German error-message: "Schwerwiegender Fehler in Outlook beim 'regify_outlook-addin' Add-In. Falls diese Fehlermeldung mehrmals angezeigt wurde, sollten Sie dieses Add-in deaktivieren und überprüfen, ob ein Update verfügbar ist. Möchten Sie dieses Add-In deaktivieren?"
English error-message: "Outlook has experienced a serious error with the 'regify_outlook-addin' add-in. If you have seen this message multiple times you should disable the add-in and check to see if an update is available. Do you want to disable this add-in?"

Solution

Simply chose "no" for deactivation. It surely will run without problems. We found out, that Outlook throws this error even if it crashed by itself. In most cases, the named add-in is not really the cause of the crash. There is an interesting page (german only) available here: www.outlook-stuff.com

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Problem

regify complains about a rgf file stuck in the outbox folder at every start. But I can not find the reason.

Solution

There are two possible solutions:

1. Try to use the AddIn Debugging to find the message which it is complaining about. Remove this message.
2. Deactivate this check. Open the regify menu in main window and press the SHIFT key while clicking on invite user to regify. Repeat this to re-activate this feature.

Known incompatibilities

• vtiger CRM addin for Microsoft Outlook (to fix this, use the redemption.dll from the regify client folder to overwrite the one in the CRM addin folder).
• XING AddIn (someone reported problems on this, but the developing company did not anser our requests. Currently we do not know the status).
• "Panasonic PBX" Telephony AddIn for Microsoft ()
• Optimal Systems (OS) DMS (users reported, that a OS AddIn update will surely fix your problem. Otherwise contact OS.)

AddIn Debugging

You can start a debug-mode in the OutlookAddIn. Please

1. open the regify menu (click on regify button in Outlook Main Menu)
2. keep the SHIFT key on your keyboard pressed and click on cancel in the regify menu
3. a small message should prompt you the debug mode and shows you where to find the logfile
4. to end the debug-mode, follow step 1-3 again

In this logfile, a lot on details is listet. It may help the regify support to examine your problem.

As an alternative, you may permamnently activate the debug log by setting the following registry-key of type STRING:

HKEY_CURRENT_USER\Software\VB and VBA Program Settings\regifyAddIn\Settings\Debug = 1

You have to choose STRING as type (not DWORD, as this will crash the addin!).

This may help you if errors occur during the startup and before you are able to activate debugging by hand.

The logfile is allways written into the application folder. This is your program files\regify_client\ folder depending on your windows version.