Troubleshoot Outlook

Outlook AddIn troubleshooting

While sending a regify mail, you get the following error-message "Method '~' of object '~' failed"

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

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 V5.5. 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, V5.5 is our minimum and this startet in 2013).

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 (you may need to run the console as administrator):
   Windows XP: start menu -> "Run..." -> regsvr32 "%SYSTEMROOT%\System32\redemption.dll"
   Windows Vista/7/8/8.1 64 Bit: start menu -> commandline -> regsvr32 "%SYSTEMROOT%\SysWOW64\redemption.dll"
   Windows Vista/7/8/8.1 32 Bit: start menu -> commandline -> regsvr32 "%SYSTEMROOT%\System32\redemption.dll"
   Beta Version V4.x: start menu -> commandline -> regsvr32 "[regifyInstallationDirectory]\redemption.dll"
   The result should state DllRegisterServer in c:\...\Redemption.dll succeeded.
3. Sometimes, the 'bad' AddIn is always activating his version again (like funambol addin). You can try to exchange their redemption.dll in their folder with the one of regify.

During installation, the Setup complains about missing .NET FrameWork 3.5

The regify Outlook AddIn for Outlook 2013 or higher needs Microsoft .NET 3.5 or higher in order to run. If you believe you installed .NET, maybe also in a higher version, please check the following setting in your Windows control panel:

1. On the Start screen, type Control and then choose Control Panel. (To access the Start screen, press the Windows logo key on your keyboard.)
2. Choose Programs, and then choose Turn Windows features on or off.
3. Select the .NET Framework 3.5 (includes .NET 2.0 and 3.0) check box. May also be 3.5.1 or similar.
4. Save settings.
5. Now try to install the regify client setup again.

After installation, the Outlook AddIn is not appearing

There are three knows reasons for this:

1. You might use Office/Outlook 64 bit version. Solution: install the 32 bit version of MS Office.
   Here is the suggestion of Microsoft to install the 32 bit office products: english german french
   Please also have a look at c't office FAQ (german only).
   If you like to test the new beta version of our AddIn for 64 bit you can contact us at support@regify.com.
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 elements, and re-activate the regify add-in. You need to restart Outlook now to get the icon back.

I'm missing the icon in Outlook

The add-in may be deactivated by accident (eg after crash). Please follow this guide:

• Enter your Outlook settings using File->Options, Add-ins
• On bottom of the page, there is a dropdown box. Select deactivated elements or disabled items. Do not select "COM Add-ins".
• Click the "Go..." button right beside the dropdown box.
• In the upcoming dialogue, find the regify AddIn, select the entry and click the "Enable" button to re-activate the regify add-in.
• Close the settings dialogue and restart Outlook now to get the icon back.

One of the possible reasons is described here (only available in German).

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

Your email program (Outlook) sends this file. The Winmail.dat file contains a TNEF encoded email. Sadly, only Microsoft uses this format and only Outlook and Exchange are able to decode this properly. It is important to understand that this is not a regify issue. In your case, all emails sent with attachment and formatted body will be sent as "Winmail.dat". Even non regify mails. Users of other systems (eg Web-mailers, Mobile Devices, Thunderbird etc.) will have problems to open such messages. Only users with Outlook will not see any difference.

The problem is either caused by Outlook settings or by Exchange settings. In Outlook, the current regify AddIn is trying to force Outlook to not use TNEF (Winmail.dat). It works in many cases, but not in all - depending on versions and Exchange-settings.

Possible solutions are:

• Visit this page from Microsoft to disable this in Outlook 2007 and 2010: Microsoft Knowledge Base Article 958012.
• Google for "winmail.dat", there are a lot of other tips available.
• Thunderbird users might want to use the Lookout AddIn to open Winmail.dat.
• Gmail (google mail) seems to decode such emails in their web-mailer, too.

Error "ActiveX component can't create object"

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

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

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, you may try the solution above for the error message "Method '~' of object '~' failed".

If this does not help, there is another problem on this system (AV software, some strange firewall, missing administrative rights, strange user-policies etc.). See below for "other error messages".

Error "The COM object of type "Redemption.MAPIUtilsClass" can not get converted..."

While sending you get the error The COM object of type "Redemption.MAPIUtilsClass" can not get converted into an interface of type "Redemption.IMAPIUtils". It was not possible because the QueryInterface-call to the COM component for Interface with the IID "{nn-complicated-nn}" was not possible because of: Library not registered (HRESULT: 0x8002801D (TYPE_E_LIBNOTREGISTERED)). or similar.

We found that this was caused by another vendors Outlook-AddIn overwriting the registry entries of the used Redemption-Objects with some older ones. The solution was to uninstall and re-install the complete regify software.

Outlook complains about the regify AddIn causing crashes!

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?"
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?"

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

You can find the solution to bring back the AddIn #I.27m_missing_the_icon_in_Outlook.

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

There are two possible solutions:

1. Try to use the #AddIn_Debugging using the registry key to find the message which it is complaining about at startup. 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.

Outlook becomes very slow on reconversion

This sometimes happens if you are using an IMAP account over the internet. If you are reconverting a regimail with a size of 50MB, the complete reconverted message must get uploaded to the IMAP server then. This means uploading 50MB back to the IMAP server (or even more because regimails are compressed). We also learned, that a full IMAP account also slowed down the reconversion massively.

Other error messages

Outlook is a very complex software and there are hundreds of combinations between Outlook and Exchange settings and even thousands of other AddIn's that might conflict with each other. Therefore, please follow this guide to find out what happens and give us detailed information:

1. What kind of e-mail account is it? MAPI with Exchange? IMAP? POP3?
2. What software versions are you using (Outlook version, Exchange version)?
3. What exactly do you do to reproduce the problem?

In many cases, multiple AddIns are interfering. Please try the following to identify such conflicts:

1. Turn off all AddIns of Outlook except the regify one. Does the error still occur?
   1. If yes, please continue with step 2
   2. If no, please turn on the other AddIns one by one until the problem comes back. This way you can find the AddIn that conflicts with regify. We would be happy to get the information sent to support@regify.com.
2. Temporarily turn off virus scanners and security suites. Some of them intercepting the Outlook communication - causing errors.
3. Try to uninstall the virus scanners and security suites. Some of them can not get turned off completely.

If all of this does not help, we have to consider that the AddIn is not compatible with your environment. Please also consider to upgrade to the most recent versions of Exchange and Outlook. If you can't work with the regify AddIn, you still can use regify:

• If the regify client is installed, you still can read RGF files by a simple double-click.
• In order to write regimails, you can use the regify client from your Windows start menu directly (standalone mode). There you can enter the SMTP settings to send the messages without Outlook.
• As a last option, try sending and reading regify messages directly from your regify provider's portal page.

Terminalserver / Citrix

How to offer the Outlook AddIn only to selected users?

Microsoft Outlook is looking for the AddIns in two pathes:

1. [HKEY_LOCAL_MACHINE\Software\Microsoft\Office\OfficeApp\Addins]
2. [HKEY_CURRENT_USER\Software\Microsoft\Office\OfficeApp\Addins]

On 64 Bit Windows it is

1. [HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Office\OfficeApp\Addins]
2. [HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\OfficeApp\Addins]

(where OfficeApp should be replaced with Outlook, Word, Excel, etc.)

In order to make the AddIn available to selected users, simply

1. export/copy the AddIn-Keys
2. delete them from HKEY_LOCAL_MACHINE
3. insert them to the corresponding path at HKEY_CURRENT_USER (for each user)

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 (one user reported problems with this, but the developing company did not answer any of our requests. Currently we do not know the status).
• Panasonic PBX Telephony AddIn for Microsoft Outlook (seems fixed since their last update).
• Optimal Systems (OS) DMS (users reported, that some updated OS-DMS AddIn fixed all problems).

AddIn Debugging

You can start a debug-mode in the Outlook-AddIn if support asks you to do so. In order to get debug information, please follow these steps:

Outlook 2007 and 2010 - 32 Bit

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

The logfile is always written into %TEMP%\regify_addin\regify_addin.log.

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

As an alternative, you may permanently 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!).

Outlook 2013 - 32 & 64 Bit

With regify client 4.1, a new Outlook AddIn is available. It is installed for Outlook 2013 and Outlook 2010 in 64 bit mode. Debugging can get enabled by setting the following value:

HKEY_CURRENT_USER\Software\VB and VBA Program Settings\regify Outlook AddIn\Settings\debugLevel = 5

You have to choose STRING (REG_SZ) as type (not DWORD, as this will crash the add-in!).

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