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Problem:
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Cannot see the "Sperry Software Add-Ins" toolbar button.
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Solution:
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The add-in may have become disabled. Outlook protects
itself by disabling add-ins whenever something goes
wrong (which is a pretty smart thing for Outlook to do so that
you can at least continue to receive your email). You can tell
if this has happened to you by going to
Help...About Microsoft Office Outlook. Near the bottom of that window
is a button called "Disabled Items". Click it. If it shows one
of our add-ins, then highlight it, then click Enable, then restart
Outlook. Note: This tip is only useful if you have Outlook 2002 or higher.
Also, it's
possible that Outlook is running "behind the scenes" (that is, it shows up in the
Task Manager list of processes) and you will have to logout or reboot the machine
in order to properly restart Outlook.
Note:
Some customers have reported seeing the
toolbar only after rebooting their machine.
Finally, if all else fails, you can try our Add-Ins Reset Tool. This tool
will reset the "Sperry Software Engine" as if you just
installed it (but your configuration settings will not
be destroyed).
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Comments:
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This problem
is sometimes related to the installer having different permissions
than the user. The install process works best if the user has Local Admin Rights.
Also, make sure that there are full install (read/write) permissions setup
for that profile. If the problem continues to occur, please enter a bug report.
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Problem:
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Outlook crashes on close, and gives a message that says "Microsoft Outlook has encountered
a problem and needs to close. We are sorry for the inconvenience. To see what data this
error report contains, click here." When Outlook is restarted, it says
"Outlook experienced a serious error last time the add-in 'Sperry Software Engine' was
loaded. Would you like to disable this add-in?" [Yes/No]
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Solution:
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There are a few things you can try to correct this problem. Follow the
instructions for each one at a time and when each step is done, restart Outlook and try to duplicate
the problem. The solution varies for each customer depending on service packs and other programs that
are installed. Note: You'll need to re-enable the add-in according to the previous article's instructions.
1) If you use Microsoft Word as your email editor, try turning it off (temporarily) to see if that fixes the problem. If it does, please let us know in a reply email and we'll take steps to correct it permanently. To turn it off, go to (in Outlook) Tools...Options...Mail Format. Uncheck any of the boxes that begin with "Use Microsoft Office Word to ..." . Restart Outlook and try to reproduce the problem.
2) If you have Outlook in your startup folder, remove the shortcut from the startup folder. Restart Outlook and try to reproduce the problem.
3) Detect and Repair: In Outlook go to Help�Detect And Repair. Follow the instructions then restart Outlook and try to duplicate the problem.
4) Perform an update: Keep Outlook closed. Open a browser and go to http://office.microsoft.com and look for the "Check For Updates" link (in the upper right). Restart Outlook and try to duplicate the problem.
5) Run the Inbox Repair Tool: The Inbox Repair tool (scanpst.exe) works on both the Microsoft Outlook 97-2002 Personal Folders File (.pst) and the Outlook Personal Folders File (.pst) data files. Scanpst.exe is installed when you install Microsoft Outlook and is located at: drive:\Program Files\Common Files\System\MSMAPI\LocaleID folder - where LocaleID is the locale identifier (LCID) for the installation of Microsoft Office. The LCID for English - United States is 1033. Restart Outlook and try to duplicate the problem.
6) Stop performing a Send/Receive when exiting: In Outlook go to Tools�Options�Mail Setup. Click on Send/Receive, and highlight "All Accounts". Uncheck the box that says "Perform an automatic Send/Receive when exiting. Restart Outlook and try to duplicate the problem.
7) Delete Outlook ancillary files: Close Outlook and delete the outcmd.dat and extend.dat files in C:\Documents and Settings\\Local Settings\Application Data\Microsoft\Outlook. If you cannot find the files you can use the windows search 'for files or folders' function. In XP: make sure to INCLUDE HIDDEN FILES in your search! These files are automatically rebuilt the next time you start Outlook. Restart Outlook and try to duplicate the problem.
8) Turn off the helper extension: Open Outlook and go to Tools�Options�Other�Advanced Options�Add-In Manager. Uncheck the box that says "Sperry Software Outlook Helper Extension". Restart Outlook and try to duplicate the problem.
9) Do you have any other add-ins installed that you can (temporarily at least) uninstall? In particular, the You Perform suite from You Software is known to not work with the Sperry Software add-ins. To uninstall, you should be able to go to Control Panel...Add/Remove Programs, and select Remove. Also, if you recently updated or purchased just one add-in you need to update them all. You can get the updates at http://www.SperrySoftware.com/Outlook/Downloads.asp.
10) Click on (in Outlook) Sperry Software Add-Ins, then Options, then uncheck the box that says "Allow back propagation and shared mailbox processing". Restart Outlook and try to duplicate the problem.
11) If you have an add-in that supports multi-folder selection of the Outlook folders (like Attachment Save, for instance) try re-configuring the add-in by selecting the Choose Folder instead. While this limits your selections, it will enable you to keep running while you email us for a more permanent solution. Be sure to email us to let Tech Support know that it was this solution that helped you.
12) You can you try it on a different machine. Since the license includes two copies anyway, try installing it on another machine to see if it gives you the problem there as well.
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Comments:
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This is a confirmed problem that Sperry Software is
looking into. Note that after you restart Outlook after this message shows up, it may start slowly because it will want to check your PST file integrity. Note: If none of these suggestions work and you want a refund, just let us know and we'll get you a refund ASAP.
Also: If you are given the chance to "Send Error Report" to Microsoft, please do so every time - as it helps us to gather data about what is going wrong. We are currently working closely together with Microsoft on this issue.
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Problem:
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Error 512 shows on the Sperry Software Add-Ins Configuration window. There are no other configuration options shown.
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Solution:
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If using Windows 98, please contact us for a fix and mention the error number and the operating system (in this case, Windows 98). If you're using Windows XP, a reboot of the machine is required.
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Comments:
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The AppData and HomePath environment variables are read. Windows 98 does not support these environment variables. Note that this error could also be caused by a missing installation file - sometimes reinstalling does the trick.
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Problem:
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Again, error 512 shows on the Sperry Software Add-Ins Configuration window even though Im using Windows XP and I've rebooted.
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Solution:
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Upgrade all your Sperry Software add-ins at the same time. You can get the newest add-in versions here. Be sure to follow the instructions on that page for uninstalling first.
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Comments:
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The error occurs because older add-ins are looking for a particular "engine" version (the piece of code that is shared across all out add-ins) and newer add-ins are looking for a different version.
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Problem:
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There's no way to register the add-in I bought.
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Solution:
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You must turn the add-in on. Go to Outlook, and click on the Sperry Software Add-Ins button. Now check the box just to the left of the add-in in the left hand pane.
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Comments:
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The Duplicate Eliminator add-ins need to have their registration keys entered one at a time, that is, once for each time you start Outlook. However, this doesn't apply to the Eliminator Bundle.
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Problem:
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I receive a "Type Mismatch" error when I start.
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Problem:
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I receive a runtime error when I start: "Runtime error 430: Class does not support expected interface".
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Solution:
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Similar to the "Error 512" message, both of these errors require you to upgrade and reinstall all your Sperry Software add-ins. It is necessary to uninstall older versions of the software first by going to Control Panel�Add/Remove Programs, finding the add-in in the list, and then clicking "Remove". Then download and install the new versions. Be sure to exit Outlook when you reinstall.
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Comments:
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It is sometimes necessary for us to change the underlying code common to all our add-ins. When the older add-ins see the newer version of the engine, the error results.
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Problem:
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Error message pops up: "A program is trying to access e-mail addresses you have stored
in Outlook. Do you want to allow this? If this is unexpected, it may be a virus and you
should choose 'No'."
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Solution:
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Some of the add-ins produce this message, which is caused by the Outlook Security
Update provided by Microsoft for Outlook 2000, or if you have Outlook 2002 or Outlook 2003, it's built in.
Some of the add-ins that cause this message are the duplicate eliminator series. They do
this because they are intended to be run infrequently; i.e., once you run them, there's usually
no reason to run them again or if you do, only occasionally. It is planned to program the
duplicate eliminator series to not cause the security prompts. In the meantime, if you are running one of these add-ins, then it is permissible to
click "yes" to allow the program to continue. Note: We recently (as of July, 2006) signed all our add-ins and this should no longer happen to anyone; however,
we're leaving this article here in case you're using an older version of the add-ins and need to know
about how to fix this problem.
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Comments:
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This problem applies to Journal All Contacts, and all Duplicate Eliminators. We have confirmed this to be a bug (or rather, an inconvenience for our users) and are working to resolve it as
quickly as possible. If this problem happens to you for any other add-in from Sperry Software, please download and run our Trust Outlook AddIns tool, check this page SlipStick, or contact us to get this resolved.
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Problem:
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"Error in registry for extension "Exchange
Extensions;?". The syntax or format of the registry entry is incorrect. Check the registry settings and compare the registry
for this extension to other extensions in the registry."
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Solution:
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Read and follow the instructions at http://support.microsoft.com/?id=823633.
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Comments:
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This error is sporadic, and seems to be cleaned up by the instructions in the KB article.
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Problem:
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General security problems that manifest themselves in different ways, but only when using Outlook 2000 (9.0.0.3821 or 9.0.0.2711).
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Solution:
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Upgrade your Outlook to the latest service pack by going to Microsoft Office and clicking on the "Check for updates", or better, upgrade your version of Outlook to the most recent one. This problem applies to the operation of any add-in, but only when Outlook 2000 (9.0.0.2711 or 9.0.0.3821) is being used.
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Comments:
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This problem only occurs with Outlook 2000 (9.0.0.3821 or 9.0.0.2711 only, other versions of Outlook 2000 do not exhibit the problems).
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Problem:
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This problem can manifest itself in a variety of ways, including but not limited to an error message that says "You are not authorized to use this object. Set AuthKey property first."
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Solution:
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Try disabling the other add-ins to see if the Sperry Software add-in works properly. The programmers at Sperry Software work with the vendors of other add-ins to be sure that all add-ins get along properly. You can disable other third party add-ins by going to (in Outlook) Tools...Options...Other...Advanced Options...COM Add-Ins. Find any other add-ins and uncheck them. It is usually not necessary to remove them. If you do, you will need to install them again. After removing the other add-in(s), try to reproduce the problem. If the problem goes away, please file a bug report indicating that the add-in worked when you disabled the other add-in. Sperry Software will help you to get the problem resolved with the other vendors if necessary.
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Comments:
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This problem is frequently related to the add-ins sharing DLL files.
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Problem:
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The add-in has suddenly stopped working, even though it was working before.
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Solution:
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The add-in may have become disabled. Outlook protects
itself by disabling add-ins whenever something goes
wrong (which is a pretty smart thing for Outlook to do so that
you can at least continue to receive your email). You can tell
if this has happened to you by going to
Help...About Microsoft Outlook. Near the bottom of that window
is a button called "Disabled Items". Click it. If it shows one
of our add-ins, then highlight it, then click Enable, then restart
Outlook. Note: This tip is only useful if you have Outlook 2002 or higher.
Also, it's possible that Outlook
is running "behind the scenes"
(that is, it
shows up in the Task Manager list of processes) and
you will have to logout or reboot the machine in order
to properly restart Outlook. Some people report seeing the toolbar after
rebooting their machine.
Finally, if all else fails, you can try our Add-Ins Reset Tool. This
tool will reset the "Sperry Software Engine" as if you just installed it (but your configuration settings will not be destroyed).
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Comments:
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Many things can change even though your machine looks the same as it did yesterday. There
are service packs which can be updated (sometimes at night) for both Windows and Office,
and administrators may be installing (or uninstalling) items while you're away from your desk. Sometimes, it's necessary
to reinstall the add-in.
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Problem:
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An error message that says "Operation failed" appears after you click "Send/Receive".
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Solution:
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Please fill out a bug report. Most times, creating a new
profile solves this problem (at least according to this Microsoft support article).
To create a new profile, go to (in Windows) Start...Control
Panel. Navigate to the Mail icon and double click it. Click the "Show Profiles"
button. Click on "Add..." to create a new profile. In the New Profile dialog box,
give your new profile a name, then select "Add a new email account" in the email
options, then click Next. Fill out your server email account information, then click
Finish. Be sure that if "Always use this profile" is selected, that it is set to the
profile you just created.
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Comments:
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It may be necessary to copy your old email and contacts to your new profile. Please contact us if you need help doing this.
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Problem:
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An error message "Path/file access error" is displayed, or Outlook runs slowly.
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Solution:
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Disable logging in the add-in, if enabled.
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Comments:
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The log files provide debugging information for the
engineers here. However, some users do not have permsission to write to the C:\
drive, and this error is displayed when that access is attempted.
In addition, some users "My Documents" folder is actually on a network path even though it appears local. It's possible that the recording of all the actions the add-in is taking is what's causing Outlook to slow down.
To disable logging, go to (in Outlook) Tools...Sperry Software...Options. Clear the checkbox that says "Enable writing to the log file."
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Problem:
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"Cannot set allocations" error occurs when I start?
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Solution:
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Uninstall the add-ins via Control Panel�Add/Remove Programs. Install them again, and the error should disappear. If not email us back and we'll tackle it together.
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Comments:
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For some reason, re-installing seems to help.
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Problem:
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I'm having problems, and I need to reinstall my add-ins from a clean start. How do I do this?
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Solution:
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Here are the instructions for a clean reinstall:
Close Outlook.
Go to Control Panel...Add/Remove Programs and Remove all add-ins (they are listed under "Sperry software - name of add-in").
Download and then run our uninstaller at http://www.SperrySoftware.com/Addins/UninstallAddIns.exe.
Then download and run our registry cleaner at http://www.SperrySoftware.com/Addins/RegistryCleaner.exe.
Download the add-ins again. If you need to, download them from http://www.SperrySoftware.com/Outlook/Downloads2007.asp (for Outlook 2007 users) or http://www.SperrySoftware.com/Outlook/Downloads.asp (for outlook 2003 and below).
Then install (one add-in at a time), start Outlook after each installation, and enter your keys when prompted. Then exit Outlook and begin the next installation if you have more than one add-in.
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Comments:
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Outlook 2007 downloads are separate and not compatible with Outlook 2000-2003 add-ins. The Outlook 2007 downloads can be found at http://www.SperrySoftware.com/Outlook/Downloads2007.asp. Also, note that running the registry cleaner will clear all your settings and you will have to re-enter them.
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Problem:
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You receive the message "The connected state of Office Add-Ins registered in HKEY_LOCAL_MACHINE cannot be changed."
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Solution:
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Run the office program as Administrator. This can be performed by right clicking on the applicaiton icon and selecting Run As Administrator.
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Comments:
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This has been seen on computers with Microsoft Vista.
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