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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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The email that was supposed to go out just sits there in the Drafts folder or the Outbox folder, until "Send/Receive" is clicked.
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Solution:
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Be sure that email is set to occur automatically on your system. Go to Tools...Options...Mail Deilvery (Note: it might say "Mail Setup" if you're connected to Microsoft Exchange Server). One of the options on that tab is to "Check for new messages every N minutes". Be sure that this checkbox is checked and that the number of minutes is something reasonable, 10 minutes or so. You may want to make this longer if you are dialing up and a little shorter if you are on broadband.
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Comments:
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This problem applies to any add-in that sends email, including Schedule Recurring Email, Appointments By Email, Email Reminders, Secure Email Forward and Watch Outlook Folders. It could also affect add-ins that rely on the arrival of email in order to work, e.g., Attachment Save, File Fetch, and Auto Print.
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Problem:
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"When I installed the add-in it changed the fonts
on my shortcut Outlook bar to Stencil. How can I undo this and get the original font back?
Uninstalling does not do it."
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Solution:
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Try installing it again, then uncheck the option that
says "Enable XP compatibility mode" in the "Options" button of the Sperry Software Add-Ins toolbar.
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Comments:
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Sometimes the fonts in the Navigation Pane also get enlarged to the point
where the end of each folder name are unreadable. This solution fixes that problem as well.
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Problem:
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On
some machines, checking the "Allow multiple folders" box does not result in a view
of all folders, or produces the message "Path not found".
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Solution:
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Do not check the "Allow multiple folders" checkbox, instead choosing
to operate on folders one at a time.
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Comments:
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This problem applies to all add-ins that have the "Allow multiple folders" checkbox. We have confirmed this to be a bug, and are working to resolve it as
quickly as possible.
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Problem:
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No hotkeys are responding.
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Solution:
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If you're using a function key, try using
a "Ctrl+W" or similar combination that does NOT use an actual function key.
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Comments:
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If that doesn't help, be sure that the add-in is not disabled by going to
Help…About Microsoft Outlook…Disabled Items. If it's listed, enable it and restart Outlook. This problem
may affect any add-in that assigns hotkeys, most notably Quick Text Hotkeys and Insert Date Time.
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| Issues Specific To Each Add-In |
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Problem:
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With Add Email Address, contacts are not being added to Outlook.
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Solution:
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Run the Inbox Repair tool (ScanPST.exe).
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Comments:
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You can find instructions on how to run the Inbox Repair tool in Outlook help.
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Problem:
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Using Auto Print (or Print On Demand), nothing prints.
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Solution:
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If you're using Auto Print, try turning off filters and printing everything that arrives in the Inbox. Also if there's a different printer, try switching to that as the default printer. You'll need to restart Outlook in order to have Outlook reflect the new default printer.
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Comments:
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You could also make sure that you can print from Outlook natively (i.e., File...Print).
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Problem:
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Using Auto Print (or Print On Demand), attachments do not print out.
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Solution:
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Be sure that the attachment type is not blocked. See the Microsoft knowledge base article Cannot open attachments in Microsoft Outlook for more information.
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Comments:
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This tip is especially helpful if you notice that emails print fine.
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Problem:
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Using Auto Print (or Print On Demand), background images don't print.
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Solution:
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If you're using Internet Explorer, go to Tools...Internet Options...Advanced...Printing. Check the box that says "Print background colors and images".
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Comments:
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For any other browsers, find a similar option or contact us for help.
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Problem:
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Using Auto Print (or Print On Demand), an error occurs saying "Error occurred. Description: Runtime Error 438".
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Solution:
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In Internet Explorer, go to Tools...Internet Options...Advanced. Uncheck the option for "Reuse windows for launching shortcuts".
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Comments:
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This is a problem with an Internet Explorer setting, conflicting with some of the Outlook functions.
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Problem:
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"Internet Explorer Script Error" when using Auto Print (or Print On Demand), especially when printing HTML attachments.
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Solution:
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You need Windows Script 5.6 for Windows XP and Windows 2000 to resolve the problem. Follow the link to learn more about it and how to install it.
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Comments:
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The error message is across the top – the box itself is blank – however it hangs up all outlook processes. It seems to be related to printing HTML email attachments.
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Problem:
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Send Individually turns my outgoing emails from HTML to plain text.
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Solution:
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A customer had a problem with HTML messages getting converted to plain text - this customer ended up calling Microsoft and they had him run through these steps:
1) "Outlook.exe /CleanProfile" - to clean all profile information in the registry.
To determine the path to Outlook, follow these steps:
1. Click Start, point to Find, and then click Files or Folders.
2. In the Named box, type "Outlook.exe" (without the quotation marks) and then click Find Now.
3. Note the path to the Outlook executable for reference.For example, the default path is: C:\Program Files\Microsoft Office\Office\Outlook.exe
4. On the File menu, click Close.
To use a command line switch, follow these steps:
1. Click Start, and click Run.
2. In the Open box, type the complete path noted in Step 3, including the file name. Press the SPACEBAR once and then type the forward slash (/) followed by the command-line switch.
Example:
"C:\Program Files\Microsoft Office\Office\Outlook.exe." /CleanProfile
NOTE: The full path needs to be in quotation marks to preserve long filenames.
2) Microsoft makes free upgrades to Outlook called service packs. You can check to see if you need any service packs by going to http://office.microsoft.com, then clicking the link in the upper right called "Check for updates". The service packs are free.
3) If the problem continues, you may need to create a new mail profile. See http://www.outlook-tips.net/howto/profile.htm for help with this.
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Comments:
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If you'd rather have a refund, just let us know and we'll get it out right away.
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Problem:
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Nothing happens when the "Add" button in Schedule Recurring Email is clicked.
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Solution:
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Download and run our Registry Cleaner.
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Comments:
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This error sometimes occurs if upgrading from a previous version and Outlook 2003 (or better) is used. Note: running the registry cleaner will require you to re-enter your user keys.
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Problem:
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Schedule Recurring Email continuously prompts for permission to send by saying "A program is trying to access e-mail address you have stored in Outlook. Do you want to allow this?" The option to allow access for 1-minute, 2-minutes, 5-minutes or 10-minutes is displayed.
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Solution:
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This is a known problem. Please download and run our Trust Outlook AddIns tool.
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Comments:
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This problem has only been known to happen with Schedule Recurring Email and Outlook 2002, version 10.6515.6714. You can upgrade to Outlook 2003 to solve this problem or request a refund if the above solution does not help you.
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Problem:
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Using Schedule Recurring Email (and Outlook 2003 or better), an error occurs that says: "Cannot read one instance of this recurring appointment. Close any open appointments and try again."
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Solution:
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If connected to Exchange, turn on cache mode.
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Comments:
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A friendly system administrator found this solution and shared it with us. His Cached Mode was off - he turned it on - and Schedule Recurring Email started working. It looks like an error specific to the Exchange version, not the Outlook version.
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Problem:
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Using Watch Folders, the URL link in the email that Watch Outlook Folders sends shows up, but it's not clickable.
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Solution:
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The Watch Folders add-in needs to send in plain text format to have a clickable link.
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Comments:
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Check your email format by going to (in Outlook) Tools...Options...Mail Format. Change it to "plain text" if necessary.
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Problem:
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With all the Duplicate Eliminator add-ins, there is no way to choose which duplicated item gets deleted.
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Solution:
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There is no current workaround for this problem (see below).
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Comments:
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The theory is that since they are duplicates, it should not matter which one gets
deleted. However, some customers have requested that the most recent item always be the
one to be deleted. We are working to implement this solution into all the duplicate
eliminator add-ins.
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Problem:
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Vcard Converter doesn't import on Outlook 2000.
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Solution:
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Associate your default Vcard file type to Outlook.exe.
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Comments:
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For more information, see this Microsoft how to.
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Problem:
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Vcard Converter stops importing after the first contact.
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Solution:
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Make sure you have the latest service pack installed for Outlook.
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Comments:
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There have been a few issues regarding vcard converter only importing the first contact. We have found
this to be an issue with Outlook not having the latest service pack installed.
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Problem:
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Email items are not being processed form a shared mailbox.
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Solution:
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Try turning off cache mode.
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Comments:
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A user called and said that the checkbox was also required.
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Problem:
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Outlook crash on close.
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Solution:
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We have discovered that some anti-virus software does not work with our copy protection. We have created another version that uses a different form of copy protection and will avoid the problem of Outlook crashing. Please contact tech support if you are experiencing this problem.
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Comments:
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Problem:
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Auto Print offers to save files as MDI type when i try to print TIF attachments from my fax service.
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Solution:
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Download and run our registry cleaner tool.
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Comments:
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Also make sure that you have selected the correct printer (for image file types) by going to Print Settings...Page Setup...Printer. Finally, make sure that your default printer setting is correct in Windows (try just manually printing an email).
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Problem:
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Attachment Save links are in the body of the email, but nothing happens when they are clicked.
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Solution:
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Go to Internet Explorer...Tools...Internet Options...Advanced... and click the Reset button.
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Comments:
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You may have to also make sure that the box to check if IE is your default Internet Explorer browser is turned on (at least one customer had to do this).
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Problem:
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"Error 1335. The cabinet file 'Cabs.w1.cab' required for this installation is corrupt and cannot be used. This could indicate a network error, an error reading from the CD-ROM, or a problem with this package."
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Solution:
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There are three suggestions for this problem, try them in order:
- Reboot the machine and try again.
- run the install locally by copying the downloaded file to a local drive, then try again.
- Make sure you're using Windows Installer 3.0 or higher. You can tell by going to Start...Run. Type in "msiexec" and click OK. The version number appears at the top. More information on obtaining the latest version of the Microsoft Windows Installer Service can be found at the links below:
http://www.microsoft.com/downloads/details.aspx?familyid=5FBC5470-B259-4733-A914-A956122E08E8&displaylang=en (Windows XP)
http://www.microsoft.com/downloads/details.aspx?familyid=4B6140F9-2D36-4977-8FA1-6F8A0F5DCA8F&displaylang=en (Windows 2000)
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Comments:
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You might want to double check that you are using Windows 2000, Windows XP or Windows Vista.
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Problem:
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Fonts are lost when replying to email.
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Solution:
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When replying to a mail, go to Tool/Options/General/Web Options/Fonts and change the default "Times New Roman - 12" by "Trebuchet - 10". However other font settings (such as the color) are still lost.
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Comments:
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We are working to resolve this problem as quickly as possible.
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Problem:
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Send Individually button does nothing, even though the add-in is not disabled.
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Solution:
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If you are using Microsoft Word, the add-in may have become disabled in Word. To re-enable it, go to (in Word) Help...About Microsoft Word...Disabled Items. Find the add-in in the list and enable it. You will need to restart both Word and Outlook.
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Comments:
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We are working to resolve this problem as quickly as possible.
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