Outlook Connector Troubleshooting

Welcome to the Outlook Connector Troubleshooting Guide. This guide should be used if you have received any errors using the Outlook Connector or if it isn't working as expected. For questions about using or installing the Outlook Connector, please watch our videos on the Introduction to the Outlook Connector page.

Please use the options below to select what type of issue you are experiencing.

I'm receiving an error message

Select from the list below the item which best describes the issue.

Licence has expired error

When I try to log in to the Outlook Connector, I receive the error ‘This client’s license (‘api_client_outlook_connector’) has expired. Please contact your Workbooks administrator for assistance.’ If this doesn't match what you are seeing, you can return to the previous list by clicking the above title again.

How do I fix this error?

Select the type of user you are to find further guidance on how to resolve this error.

I'm the End User

Click to expand each of the steps below to find further guidance on how to complete that step.

Step 1: Check your login credentials

Step 2: Reset or recover your password

I'm the System Administrator

Click to expand each of the steps below to find further guidance on how to complete that step.

Step 1: Check the login email address matches the user record within Workbooks

Step 2: Reset the user’s password within Workbooks

Step 3: Allocate the Extension to the User

Step 4: Troubleshoot the Allocation of the Extension

User name or password not recognised

When I try to log in to the Outlook Connector, I receive the error ‘Your user name or password was not recognised.’ If this doesn't match what you are seeing, you can return to the previous list by clicking the above title again.

How do I fix this error?

Select the type of user you are to find further guidance on how to resolve this error.

I'm the End User

Click to expand each of the steps below to find further guidance on how to complete that step.

Step 1: Check your login credentials

Step 2: Reset or recover your password

I'm the System Administrator

Data Structure Collision error message

When trying to run a synchronisation of my Outlook Connector, the synchronisation is unsuccessful and I receive an error on my Windows Desktop that informs me that there is a data structure collision issue. If this doesn't match what you are seeing, you can return to the previous list by clicking the above title again.

How do I fix this error?

Click to expand each of the steps below to find further guidance on how to complete that step.

Step 1: Uninstall the Outlook Connector

Step 2: Clean up the Exchange Storage

Run a clean-up of the Exchange storage for the Outlook Connector to remove objects conflicting records from your internal storage.

IMPORTANT: Using these steps you will be affecting change in your local Offline Exchange Storage and therefore care needs to be taken to ensure that these steps are being followed exactly. If you are unsure about what to do please request that your IT department assist with these steps.

Download and run the MFCMAPI tool

Delete relevant IPC settings

Delete hidden folders and objects

Delete Shared Contacts, Events and Tasks

Step 3: Reinstall the Outlook Connector

Profile has changed or A new Profile has been detected error

You may receive an error when opening Outlook if your Outlook Profile has changed or a new Outlook profile is in place.

How do I fix this error?

Click to expand each of the steps below to find further guidance on how to complete that step.

Step 1: Uninstall the Outlook Connector

Step 2: Remove Registry key reference to the incorrect Profile

Step 3: Clean up the Exchange Storage

Run a clean-up of the Exchange storage for the Outlook Connector to remove objects conflicting records from your internal storage.

Download and run the MFCMAPI tool

Delete relevant IPC settings

Delete hidden folders and objects

Delete Shared Contacts, Events and Tasks

Step 4: Gather logs and send to Workbooks Support

Add-in is disabled when I start Outlook

You may receive the Add-in problem warning bar when you open Outlook, as per the screenshot below. If this does not match what you are seeing, you can return to the previous list by clicking the above title again.

How do I fix this error?

Click to expand each of the steps below to find further guidance on how to complete that step.

Step 1: Manage slow and disabled Add-ins

Step 2: Remove the Outlook Connector from the Disabled Add-ins list

Step 3: Check that the Add-in is active within Outlook options

Step 4: Change the Outlook Connector Registry Key load behaviour value

Step 5: Gather logs and provide to Workbooks Support

Internal Error during synchronisation

The below message is received when an outlook profile has been modified somehow to not follow the normal storage format. If this doesn't match what you are seeing, you can return to the previous list by clicking the above title again.

How do I fix this error?

Click to expand each of the steps below to find further guidance on how to complete that step.

Step 1: Use the Outlook Inbox repair tool

Step 2: Clean up the Exchange Storage

Run a clean-up of the Exchange storage for the Outlook Connector to remove objects conflicting records from your internal storage.

Download and run the MFCMAPI tool

Delete relevant IPC settings

Delete hidden folders and objects

Delete Shared Contacts, Events and Tasks

Step 3: Delete Profile Data from LocalAppData

Step 4: Gather logs and provide to Workbooks Support

Unable to uninstall the Outlook Connector

Please select the option below that best describes the error you are receiving.

Error 1720. There is a problem with this Windows Installer package

When trying to remove the Outlook Connector from your computer, sometimes the process will not complete and will display ‘error 1720’. If this doesn't match what you are seeing, you can return to the previous list by clicking the above title again.

How do I fix this error?

Click to expand each of the steps below to find further guidance on how to complete that step.

NOTE: It is advised that these steps are carried out as an Administrator on your device. If you have limited access please ask your IT department to complete the troubleshooting steps below.

Step 1: Uninstall as an Administrator

Step 2: Repair the Outlook Connector Installation and try again

Step 3: Manually remove the Workbooks Outlook Connector from your computer

NOTE: Manipulating registry keys has the potential to change behaviour on your device. Workbooks would always suggest that if you are not confident in doing this to ask your IT department for assistance.

Open the registry editor (regedit) from the run menu (Start > search for 'Run')
Delete the registry keys with the following values:
- HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{58A3BAAD-C4BB-44C6-8296-C61D254DEE9A}
- HKEY_LOCAL_MACHINE\SOFTWARE\Workbooks\Workbooks Outlook Connector
- HKEY_CURRENT_USER\Software\Microsoft\Installer\Products\6C23472FD24DD5848A07F07348D0C5FD [NOTE - the directory may not be named exactly this, check for Workbooks in the registry]
- HKEY_CURRENT_USER\Software\Workbooks\Workbooks Outlook Connector
  NOTE: If you are having trouble locating any of these Registry keys then use Ctrl + F and search for ‘Workbooks’. Delete every folder you can find referring to the ‘Workbooks Outlook connector’ or the ‘Ribbon helper for Workbooks Outlook Connector’
Delete the following folders from your Computer
- C:\Program Files\Workbooks\Workbooks Outlook Connector
- C:\Users%username%\AppData\Local\Workbooks\Workbooks Outlook Connector - Note: Appdata can be accessed by using the command ‘%appdata%’ from the run menu
Start a command line cmd.exe from a Run menu
Unregister the DLL Libraries by executing the commands below
- regsvr32 /u "C:\Program Files\Workbooks\Workbooks Outlook Connector\bin\SD3Outlook.dll"
- regsvr32 /u "C:\Program Files\Workbooks\Workbooks Outlook Connector\bin\Workbooks Unified Connector.dll"

This was successful: The Outlook Connector will now be completely removed from your device.

This was not successful: If for any reason there is evidence that there is an Outlook Connector presence remaining on the computer please contact the Support team so that they can organise a Screen share to allow for further investigations.

Exception unknown software exception (0x012d9312)

When uninstalling the Outlook Connector an error message that reads something like ‘The exception unknown software exception (0x012d9312) occurred in the application at location 0x55B128F2.’ is generated. If this does not match what you are seeing, you can return to the previous list by clicking the above title again.

How do I fix this error?

Click to expand each of the steps below to find further guidance on how to complete that step.

Step 1: Continue with Uninstall by clicking the OK button on the error message

Step 2: Repair the Outlook Connector Installation and try again

Step 3: Manually remove the Workbooks Outlook Connector from your computer

Open the registry editor (regedit) from the run menu (Start > search for 'Run')
Delete the registry keys with the following values:
- HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{58A3BAAD-C4BB-44C6-8296-C61D254DEE9A}
- HKEY_LOCAL_MACHINE\SOFTWARE\Workbooks\Workbooks Outlook Connector
- HKEY_CURRENT_USER\Software\Microsoft\Installer\Products\6C23472FD24DD5848A07F07348D0C5FD [NOTE - the directory may not be named exactly this, check for Workbooks in the registry]
- HKEY_CURRENT_USER\Software\Workbooks\Workbooks Outlook Connector
  NOTE: If you are having trouble locating any of these Registry keys then use Ctrl + F and search for ‘Workbooks’. Delete every folder you can find referring to the ‘Workbooks Outlook connector’ or the ‘Ribbon helper for Workbooks Outlook Connector’
Delete the following folders from your Computer
- C:\Program Files\Workbooks\Workbooks Outlook Connector
- C:\Users%username%\AppData\Local\Workbooks\Workbooks Outlook Connector - Note: Appdata can be accessed by using the command ‘%appdata%’ from the run menu
Start a command line cmd.exe from a Run menu
Unregister the DLL Libraries by executing the commands below
- regsvr32 /u "C:\Program Files\Workbooks\Workbooks Outlook Connector\bin\SD3Outlook.dll"
- regsvr32 /u "C:\Program Files\Workbooks\Workbooks Outlook Connector\bin\Workbooks Unified Connector.dll"

This was successful: The Outlook Connector will now be completely removed from your device.

This was not successful: If for any reason there is evidence that there is an Outlook Connector presence remaining on the device please contact the Support team so that they can organise a Screen share to allow for further investigations.

None of the above

I'm not receiving an error message but it's not working as expected

Select from the list below the item which best describes the issue.

There is no Outlook Connector Icon in my Task bar or the ribbon used to share items is missing

There will be no error message associated with this, but you will notice the following symptoms

You do not see the ribbon to share items.
The icon is not in the task bar.
The first run assistance does not open (after first time installing).

How do I fix this error?

Click expand each of the steps below to find further guidance on how to complete that step.

Knowledge Base

Browse our knowledge base articles to quickly solve your issue.

Outlook Connector Troubleshooting

I'm receiving an error message

Licence has expired error

How do I fix this error?

I'm the End User

Step 1: Check your login credentials

Step 2: Reset or recover your password

I'm the System Administrator

Step 1: Check the login email address matches the user record within Workbooks

Step 2: Reset the user’s password within Workbooks

Step 3: Allocate the Extension to the User

Step 4: Troubleshoot the Allocation of the Extension

I cannot see Outlook Connector in Allocated Extensions section

I am receiving the message ‘You cannot allocate Outlook Connector Edition/Extension because it will exceed your licence.’ when trying to save the change to the User record.

None of the above

User name or password not recognised

How do I fix this error?

I'm the End User

Step 1: Check your login credentials

Step 2: Reset or recover your password

I'm the System Administrator

Step 1: Check the login email address matches the user record within Workbooks

Step 2: Reset the user’s password within Workbooks

Step 3: Escalate to Workbooks Support

Data Structure Collision error message

How do I fix this error?

Step 1: Uninstall the Outlook Connector

Step 2: Clean up the Exchange Storage

Download and run the MFCMAPI tool

Delete relevant IPC settings

Delete hidden folders and objects

Delete Shared Contacts, Events and Tasks

Step 3: Reinstall the Outlook Connector

Profile has changed or A new Profile has been detected error

How do I fix this error?

Step 1: Uninstall the Outlook Connector

Step 2: Remove Registry key reference to the incorrect Profile

Step 3: Clean up the Exchange Storage

Download and run the MFCMAPI tool

Delete relevant IPC settings

Delete hidden folders and objects

Delete Shared Contacts, Events and Tasks

Step 4: Gather logs and send to Workbooks Support

Add-in is disabled when I start Outlook

How do I fix this error?

Step 1: Manage slow and disabled Add-ins

Step 2: Remove the Outlook Connector from the Disabled Add-ins list

Step 3: Check that the Add-in is active within Outlook options

Step 4: Change the Outlook Connector Registry Key load behaviour value

Step 5: Gather logs and provide to Workbooks Support

Internal Error during synchronisation

How do I fix this error?

Step 1: Use the Outlook Inbox repair tool

Step 2: Clean up the Exchange Storage

Download and run the MFCMAPI tool

Delete relevant IPC settings

Delete hidden folders and objects

Delete Shared Contacts, Events and Tasks

Step 3: Delete Profile Data from LocalAppData

Step 4: Gather logs and provide to Workbooks Support

Unable to uninstall the Outlook Connector

Error 1720. There is a problem with this Windows Installer package

How do I fix this error?

Step 1: Uninstall as an Administrator

Step 2: Repair the Outlook Connector Installation and try again

Step 3: Manually remove the Workbooks Outlook Connector from your computer

Exception unknown software exception (0x012d9312)

How do I fix this error?

Step 1: Continue with Uninstall by clicking the OK button on the error message

Step 2: Repair the Outlook Connector Installation and try again

Step 3: Manually remove the Workbooks Outlook Connector from your computer

None of the above

I'm not receiving an error message but it's not working as expected

There is no Outlook Connector Icon in my Task bar or the ribbon used to share items is missing

How do I fix this error?

Step 1: Manage slow and disabled Add-ins using Microsoft Outlook Development tools

Step 2: Remove the Outlook Connector from the Disabled Add-ins list

Step 3: Check that the Add-in is active within Outlook options