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#1972 - License issue

Closed Installation created by cwonsey a year ago

I was moving a license to a new machine and after installing and configuring, it gave a license check error. After that, the addin became unresponsive and now even after uninstalling and reinstalling the addin, I cannot get it to enable in Outlook.

  1. suitecrm member avatar

    SuiteCRM Provider Affiliate

    a year ago

    Hi cwonsey,

    Please try the following to try and resolve your issue;

    1. Uninstall the add-in
    2. Reinstall the add-in
    3. After installation go to "File", "Options", "Add-ins" and at the bottom of that popup you will see a dropdown containing "COM Add-ins". Ensure this is selected and hit go, scroll down and find Outlook Plugin. Click the tick box and then OK in the bottom corner.
    4. At this point, the SuiteCRM pannel should appear on the navigation bar, If so click on the panel and hit "Settings" and enter your key.

    If you still get the license check error please let us know and we can help with recovering your key

    If you run into any issues during the above steps please get back in touch and let us know

    SuiteCRM Outlook Plugin Team

  2. suitecrm member avatar

    SuiteCRM Provider Affiliate

    a year ago

    Hi there,
    Could you please try the following the steps below which will take you through how to resolve most of the issues you are describing,

    == STEP 1 - Allowing the plugin ==
    On your PC, navigate to "Start Menu" and search for an application called "regedit" or "Registry Editor" and open it,
    When loaded navigate down the following path;
    HKEY_CURRENT_USER > Software > Microsoft > Office > 16.0 > Outlook > Resiliency > DisabledItems
    Within "DisabledItems" remove all registries other than the (Default) by single clicking each one or group highlighting them (By dragging or Ctrl+Clicking) and hitting delete and confirming by hitting "Yes".

    At this point please restart or open outlook,
    If the SuiteCRM tab does appear on the nav bar please skip to the 3rd and last step, otherwise please continue with step 2.

    == Step 2 - Enabling the Plugin==
    Navigate to File > Options > Add-ins
    At the bottom of the page ensure "COM Add-ins" is selected and hit GO
    Find "SuiteCRM Outlook Addin" and tick the box next to it.
    Hit OK
    You should see SuiteCRM at the top of the page

    If for whatever reason this is the case please get back in contact with us by raising a case or update your existing case on the store and send a message containing your logs set to debug to outlook[at]salesagility[dot]com quoting your case number where we can help you troubleshoot the issues you are experiencing

    == Step 3 - Preventing Licence Check Failure ==
    The easiest way to prevent these issues occurring is to wait 30 seconds to a minute after the start of outlook before performing a manual archive. If you happy with this you can skip to the end of this guide but if you would prefer a speedier start-up, please follow the steps below;

    Open Outlook and Wait 30 seconds
    Navigate to the "SuiteCRM" tab and click "Settings"
    Click on the tab "Synchronisation"
    Change the value of "Start-up Delay" to a value greater than 0 for example 5 seconds (It could be as low as 1 however may cause issues with the plugin disabled due to "Running Slow", 5 seconds accommodates for this start-up time and still prevents any issues occurring with the plugin)
    Afterwards, hit save and restart outlook, you should now be able to archive after 5 seconds without receiving any license check issues as long as a valid license is placed within the "Credentials" section of the plug-in settings.

    == Final Notes ==
    Please note that the steps above are only a temporary workaround and not a permanent fix, therefore they may have to be repeated if you run into such issues again. We are working hard to try and provide a permanent fix for these issues as soon as possible.

    SuiteCRM Outlook Plugin Team

  3. suitecrm member avatar

    SuiteCRM Provider Affiliate

    a year ago

    Hi there,

    This ticket will be closed over due to inactivity.

    We recommend upgrading to the latest version of the plugin to ensure you stay up to date with new feature and bug releases, however, if you are still experiencing an issue in the latest version please open a new ticket with reference to this one.

    SuiteCRM Outlook Plugin Team

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