Our Connect to Outlook provides a convenient connection between Microsoft Outlook and DocuWare for easy email storage and handling. This guide provides detailed steps and produces to help prevent and address any issues regarding Connect to Outlook.
Additionally, this guide will also outline what should be provided to DocuWare Support to ensure the troubleshooting process is as quick and efficient as possible.
Requirements:
The most essential part of ensuring functionality is confirming the correct version of Outlook is being utilized.
Please check the following requirements, depending on your DocuWare version.
- DocuWare 7.0
Microsoft Office 2013 and 2016, each in 32-bit and 64-bit versions
- DocuWare 7.1
Microsoft Office 2013 and 2016, each in 32-bit and 64-bit versions
Microsoft Exchange Server 2007, 2010, 2013, and 2016
- DocuWare 7.2
Microsoft Office 2013 and 2016, each in 32-bit and 64-bit versions
Microsoft Exchange Server 2010, 2013, and 2016
- DocuWare 7.3
Microsoft Office 2013, 2016, and 2019, each in 32-bit and 64-bit versions
Microsoft Exchange Server 2010, 2013, and 2016
- DocuWare 7.4 - 7.9
Microsoft Office 2013, 2016, and 2019, each in 32-bit and 64-bit versions, and Office 365
Microsoft Exchange Server 2010, 2013, 2016, 2019, and Office 365
- DocuWare 7.10
Microsoft Office 2016 and 2019, each in 32-bit and 64-bit versions, and Office 365
Microsoft Exchange Server 2016, 2019, and Office 365
General Troubleshooting Steps:
- Check that your Outlook/Office version is supported with your DocuWare version.
- Ensure that the DocuWare system has the latest update applied.
To check the latest updates for your respective DocuWare version, please see: DocuWare Updates - Ensure that the Desktop Apps have the latest updates applied.
Please refer to KBA-37023 on how to check for updates for the Desktop apps. - With some issues, Logging is critical, so it's best practice to look for these files first.
For most Connect to Outlook issues, you'll want to review the logs from the following directory,
%temp%\DocuWare\Logs\
In case no logs are written, please refer to the following KBA on enabling debug logging. Enable Debug Logging
For Installation issues, go to the following directory,
%programdata%\DocuWare\SetupLogs\
If we're seeing that Outlook is crashing, use the following KBA to compile an EventLog via Event Viewer
Event Viewer Logs
NOTE: Since log files can contain a large amount of data, while diagnosing, clear the files in the Log directories, then replicate the issue to better narrow down the entries that will help us troubleshoot.
Commonly Encountered Connect to Outlook Issues
Issues when storing?
When these issues occur, you want to ensure that the user has the right to store the files in the file cabinet in question.
Also, look in the error message to see if it's having issues storing in a document tray or file cabinet. This scenario could be fixed by checking the permissions or changing or recreating the document tray.
As a troubleshooting step, if we suspect the document tray could be the problem, we recommend that a new document tray be created and then attempted to store it.
Otherwise, if we seem to have issues with storage due to a particular field, then this could be permissions on that field, which can be reviewed from the File Cabinet configurations. Check the profiles the user is a part of to see if any rights are missing.
Correspondent Properties not being filled
Note: Reattempt to store an email after implementing each recommendation.
- Download the Exchange Address Book to ensure specific contact details are available to Connect to Outlook.
This can be done by going to File > Account Settings > Download Address Book. - Compress the local Outlook file by completing the following,
From Outlook, navigate to File > Account Settings > Account Settings > Data Files. Double-click on the account data file, then open Advanced > Outlook Data File Settings > Compact Now.
Connect to Outlook missing from the New Outlook
By manufacture's design, the new Outlook is now web-based. Therefore, the Connect to Outlook add-in can no longer be used.
As a result of this web-based model, the DocuWare for Outlook add-in must be acquired from the Microsoft Store.
NOTE: The DocuWare for Outlook add-in is only available for DocuWare Cloud systems.
For more information regarding the Connect to Outlook add-in, please reference KBA-37400.
Additionally, please visit KBA-37406 for an overview of the differences between Connect to Outlook and DocuWare for Outlook add-ins.
Issues when opening Outlook?
When issues arise when opening Outlook, it could mean problems loading the add-on.
Or it could just be a prompt letting the user know that Monitor Folder configurations can be used and offer the option of continuing or logging off.
Make sure to clarify which of these scenarios it could be.
In case there are issues loading the add-on or just problems starting it in general, try the following,
- Disable Connect to Outlook, then see if the issue persists
- Keep Connect to Outlook enabled and disable all other add-ons if there is a conflict.
If this happens, we'd have to see which other add-on creates a conflict. Once found, we can decide how to proceed with the add-on. - Run Cleanviews from Command Prompt.
How to do this can be found in step 5 of this KBA article.
KBA-36356 · DocuWare Support Portal - Close Outlook, browse to this location, %appdata%\DocuWare\Connect to Outlook, then clear the contents. When Outlook is opened, the files will be recreated.
Connect to Outlook Add-In not appearing:
- Verify that they’re using a Supported version of Outlook.
7.0 - 7.2 – Outlook 2013 (x32 & x64) / Outlook 2016 (x32 & x64)
7.3 - 7.9 – Outlook 2013 (x32 & x64) / Outlook 2016 (x32 & x64) / Outlook 2019 (x32 & x64)
7.10 - Outlook 2016 (x32 & x64) / Outlook 2019 (x32 & x64) - Verify that Connect to Outlook is installed via Programs & Features for DocuWare versions 7.3 and below or the Client Setup Installer for versions 7.4 and above.
If it’s installed, please refer to step 3.
If it’s not installed, please install it via the Desktop Apps installer. - Verify that Connect to Outlook is present in Outlook Add-Ins.
File > Options > Add-Ins > Check Active & Disabled Add-Ins. Sometimes a dependency gets disabled (adxloader) which can cause this issue. - Verify that AntiVirus is not an issue.
- Navigate to Outlook using Command Prompt (C:\Program Files (x86)\Microsoft Office\root\Office16\Outlook.exe). Run the command Outlook.exe /cleanviews
If you are still experiencing issues after performing the above steps, please open Outlook by clicking “Run as Administrator”
If the Add-In appears when this is done, please exit Outlook and then do the following,
- Grant full rights on “C:\Windows” to the user experiencing the issue
- If that did not work, then please check the following folders:
C:\Windows\assembly\GAC_MSIL\office
C:\Windows\assembly\GAC_MSIL\Microsoft.Vbe.Interop
C:\Windows\assembly\GAC_MSIL\Microsoft.Office.Interop.Outlook
All these folders are normally one or two folders with this name 15.0.0.0__71e9bce111e9429c or 14.0.0.0__71e9bce111e9429c.
If you open the folders, the dll files will be there.
Right-click and go to properties, then choose the ribbon “Details” for each dll file.
If the Details are not filled in or some fields are empty, then the dll is not registered.
You can register the dll with the following:
Move the dll from the folder to the desktop and back to the folder. Please check whether the fields from the details ribbon are filled in.
If they are filled, please do the same for the other dll's
If the issue persists after performing all the steps above, this usually indicates an environmental issue causing this behavior.
Therefore, you must work with your IT department.
Please click here for more Outlook issues.
Opening a Support Request
If we're still seeing issues, please create a Support Request containing the following information so we can troubleshoot effectively.
- Is Connect to Outlook set up on a Terminal Server?
- Is it 32-bit or 64-bit?
- What is the Store Dialog used for the Configuration?
- The type of configuration. (Manual Storage, Watched Folder, QuickSearch)
- Outlook logs previously gathered from step 4 in the General Troubleshooting steps section.
- A description of the steps done when encountering the issue. Does this impact one or multiple users?
- Screenshots showing the error message.
KBA applicable for both Cloud and On-premise Organizations
