Trouble Shooting Guide - Outlook Add-In

Update Password ⏯

If a user updates their Satuit password they will also need to update their password within the Satuit Outlook Add-In.

Windows

1. Launch Microsoft Outlook
2. Click SatuitCRM or 'Add-ins' at the top of your email ribbon
3. Select 'Settings'
4. Now type in your SatuitCRM Username and Password
5. Click 'Test Connection'
6. Click 'Save'

Web & Mac

1. Log in to Outlook on the web https://outlook.office365.com/mail/
2. Open a message and click the three dots in the upper-right
3. Then select "SatuitCRM Add-In" -> "Settings"
4. Update your password in the right-hand pop-up menu
5. Click "Test Connection"
6. Then "Save"

Outlook Add-In Version

Always verify you have the latest Outlook Add-in version installed to have the latest defect fixes and new features. The supported versions are v3.0.495.0 or higher. Follow the steps below to check your version:

• In the toolbar in Outlook, go to SatuitCRM > About.

Note

If you are using an older version of the Outlook Add-in, you will not see SatuitCRM on the toolbar, instead, you will see Add-ins.

Alternatively, you can check the version from your Control Panel:

1. Open your Control Panel and go to Programs and Features
2. Find SatuitCRM Outlook Add-in in the list
3. View the Version column

The latest outlook Add-in will always be found in our knowledge base, please click here to view our Downloading the Outlook Add-in article.

Enable Logging

If you are experiencing issues with your Satuit Outlook Add-in, you may be asked to activate the Enable Logging for diagnostic purposes. When enabled, Outlook generates text-based logs which can be helpful for support staff who are troubleshooting problems.

Note

Turn off logging after you have completed your troubleshooting except when instructed by Satuit Client Success or your firm’s Support Coordinator.

To enable logging into Outlook, follow these steps:

1. In Outlook, go to SatuitCRM > Settings
2. On the Settings tab, select the checkbox to Enable logging (troubleshooting) or clear to disable
3. Click Save
4. Exit Outlook

Viewing the Log Files

The log files are stored in subfolders of the Temp folder typically located in your \AppData\Local folder:

C:\Users\username\AppData\Satuit Technologies Inc\SatuitCRMOulookAddin

The easiest way to retrieve the file is to open the folder by following these steps:

1. In Outlook, go to SatuitCRM > Settings
2. On the Settings tab, select the yellow folder
3. This will open a new window displaying the log file

How to Re-Enable the Outlook Add-In

1. In Outlook Select File > Options. This will open the Outlook Options window
2. Select Add-Ins
3. Click Go… which is located at the bottoms of the pop-up window; this will now open the COM Add-ins window
4. Locate SatuitCRMOutlookAddin from the list and check the check box
5. Click OK, this will now take you back to Outlook
6. Now restart Outlook

Slow and Disabled COM Add-ins

Microsoft has some security measures in place to prevent slow add-ins from running inside Outlook. The issue is however that in many cases add-ins without fault are mistakenly marked as slow and disabled by Outlook.

See below the available options to fix this issue:

1. In Outlook, click File → Slow and Disabled COM Add-ins → to open the Add-ins window and see a list of add-ins
2. Locate the SatuitCRMOutlookAddin and click Always enable this add-in

Changing the Load Behavior

The following registry setting determines how the Satuit Outlook Add-in is loaded in Outlook. Follow the steps below to correct this registry setting.

Note

Modifying the registry settings incorrectly can cause serious problems to your windows machine and should only be undertaken by your IT Professional.
Please always take a backup prior to any changes.

1. Open your Registry Editor To by open your Windows Start menu and type "regedit"
2. Locate the following registry sub-key:HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\SatuitCRMOutlookAddin.AddinModule
3. Note what the LoadBehavior is set to (a number like 0 or 1 or 3)
4. If the LoadBehavior key is not "3", then follow these steps:
   1. Close Outlook making sure the "OUTLOOK.EXE" process is not running in the Windows Task Manager
   2. Open the registry editor again and double-click the registry key to edit it
   3. Right-click LoadBehavior and then click Modify
   4. Type the value 3 in the Value Data box
   5. Exit Registry Editor
   6. Re-open the registry editor to ensure "3" is still there
   7. Open Outlook, the add-in should now load automatically at start-up

Repair the Current Outlook Add-In

Repairing the Outlook Add-in solves several problems, this can be accomplished by following these steps:

1. Open your Control Panel and go to Programs and Features
2. Find SatuitCRM Outlook Add-in in the list
3. Right Click and Select Repair
4. Follow the process to complete the repair

Warning

If you are not able to repair the Outlook Add-in then please reinstall.
Click Here to view our Outlook Add-In - Windows Installation/Upgrade Guide.

'Invalid URI: The format of the URI could not be determined.'

This message occurs when the URL for the Outlook Add-in settings window has not been set up or the URL is incorrect. To check, follow these steps:

Note

The URL for the Outlook Add-in is the same URL used to log in on your Internet browser. Please copy prior for ease of use.

1. In Outlook, go to SatuitCRM > Settings.
2. Click the Settings tab
3. Ensure your URL is in the following format https://www2.satuitcrm.com/{sitename} and your Satuit username and password are entered
4. Click the Test Connection button to ensure your settings are correct
5. Click Save

"The path 'xxx\apps\Satuit\SatuitCRMOutlook-AddIn\SatuitCRMOutlook-AddinSetup.msi' cannot be found."

This indicates the user need to install the WebView2 runtime which allows them to run the Edge browser within the Satuit Outlook AddIn.  WebView2 can be downloaded directly from: https://go.microsoft.com/fwlink/p/?LinkId=2124703