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 allways activating his version (like funambol addin). You can try to exchange their redemption.dll with the one of regify.

Problem

After installation, the Outlook AddIn is not appearing

Solution

There are two knows reasons for this:

1. You are using Outlook 64 bit version. Solution: install the 32 bit version of MS Office.
2. Your office setup is corrupted. Solution: we can not help in fixing this, but you can choose the custom installation and manually activate the :Outlook AddIn in the regify setup.

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 ;-)

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.