Uninstall the Workbooks Outlook Connector (WOC) from the PC by going to Add/Remove programs or Programs & Features in the Control Panel.

If this is unsuccessful, please see the Unable to uninstall the Outlook Connector section.

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

Close all MFCMAPI windows and try reinstalling the Outlook Connector by downloading the latest version from our Download page. 

 This was successful: The WOC will now successfully install and I get no errors when running through the First Run Assistant.

 This was not successful: If the Outlook Connector will not successfully install, please contact the Workbook Support team on 0118 3030 101 or by emailing support@workbooks.com.

Uninstall the Workbooks Outlook Connector (WOC) from the PC by going to Add/Remove programs or Programs & Features in the Control Panel.

If this is unsuccessful, please see the Unable to uninstall the Outlook Connector section.

1. Close Outlook
2. Click on the Windows button and type ‘regedit’ to open the registry editor.
3. Locate the file path HKEY_CURRENT_USER > Software > Workbooks > Workbooks Outlook Connector and delete this folder;

   

4. Reinstall the Outlook Connector using the most current version available from our Download the Outlook Connector Knowledge base page

 This was successful: When opening Outlook the First Run Assist will appear and it will be possible to link the Connector with the correct Profile.

 This was not successful: If the First Run Assist will not run and the Outlook Connector is still not working please follow the next step.

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

1. Open the Outlook Connector Options menu (right-click on icon in task bar)
2. Go to the advanced tab.
3. Configure the Logging policy to Exhaustive and apply the change.

   

4. Close Outlook and reopen.
5. Open the Local AppData folder (Click the Windows button and type ‘%localappdata%’, then press enter)
6. Open the folder called 'Temp'
7. Locate any file with a name like icrXXXX and attach to an email to support@workbooks.com.

   

8. Back in the Local Appdata folder (%localappdata%), go to Workbooks > Workbooks > Outlook Connector > Profile > Logs and attach these to the email too.
    

 This was successful: Having retrieved these files please email them to support@workbooks.com.

 This was not successful: Contact support@workbooks.com to allow the support team to assist further.

1. Click on the View Disabled Add-ins... button

   

2. Click to Always Enable the Workbooks Outlook Connector Add-in

 This was successful: You will now see an Outlook Connector Icon  in the bottom of your taskbar and the normal Outlook Connector functionality will be present.

  This was not successful: If you see no change or if you cannot see an option to Manage the Add-ins in this way then please move onto the next step.

1. Follow the path File > Options > Add-ins > Disabled Add-ins in Outlook

   

2. If there is an Add-in listed that refers to the Workbooks Outlook Connector then select it and press the Enable button

   

This was successful: You may now be able to see the Outlook Connector icon in the bottom right of your Windows Task bar.  

 This was not successful: It is more likely that this action has made the Outlook Connector available in the COM-Add-ins section of the Options window. Please follow the next step to activate it.

1. Follow the path File > Options > Add-ins > COM Add-ins (Outlook 2010, 2013 or 2016), or Help > Disabled items (Outlook 2007).

   

2. Activate the Connector related Add-ins.
   ​

   

 This was successful: If this was successful then you will now be able to see the Connector Icon in the bottom of your Taskbar and no further actions should be needed. Although, if these steps are needing to be followed regularly, please continue to Step 4.

 This was not successful: Please move onto the next step of this troubleshooting guide.

1. Click on the Windows button and type ‘regedit’ to open the registry editor.
2. Locate the file path HKEY_CURRENT_USER > Software > Microsoft > Office > Outlook > Addins where you will find a key that relates to the Outlook Connector.

   

3. Ensure that the Load behaviour value is 3

   

 This was successful: If this was successful, you should have no issues with Outlook loading the Outlook Connector add-in. This is because the hexadecimal value is the hard coding to always loading the Add-in regardless of the effect to Outlook.

 This was not successful: If this is not successful then please continue to the next step to gather logs which should be emailed to the Workbooks Support team for further assistance.

1. Open the Outlook Connector Options menu (right-click on icon in task bar)
2. Go to the advanced tab.
3. Configure the Logging policy to Exhaustive and apply the change.

   

4. Close Outlook and reopen.
5. Open the Local AppData folder (Click the Windows button and type ‘%localappdata%’, then press enter)
6. Open the folder called 'Temp'
7. Locate any file with a name like icrXXXX and attach to an email to support@workbooks.com.

   

8. Back in the Local Appdata folder (%localappdata%), go to Workbooks > Workbooks > Outlook Connector > Profile > Logs and attach these to the email too. 
    

 This was successful: Having retrieved these files please email them to support@workbooks.com.

 This was not successful: Contact support@workbooks.com to allow the support team to assist further.

1. Go to C:\Program Files and search for ‘Scanpst.exe’ in the search bar at the top

   

2. Run this for the affected Outlook profile
   (If multiple entries are found, the date modified will be similar to when the Mailbox was setup. If this date is not known, running all of the applications available should not cause any problems, but it is advised to ask your IT department for further assistance.)

   

3. Run a synchronisation again.

 This was successful: If you no longer receive the Internal Error message, this has been successful and no further action is required.

 This was not successful: If the error message is still being received and synchronisations are still not completing then please complete the next step in this troubleshooting document.

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

1. Delete the following folder from your Computer
   • C:\Users%username%\AppData\Local\Workbooks\Workbooks Outlook Connector\Profile -  Note: Appdata can be accessed by using the command ‘%appdata%’ from the run menu
2. You should now reopen Outlook to check that the Outlook Connector is working as expected. 

 This was successful: If this was successful, you should have no issues with during synchronisation.  

 This was not successful:  If you are still experiencing issues with the Outlook Connector, please continue to the next step to gather logs which need to be provided to Workbooks Support.

1. Open the Outlook Connector Options menu (right-click on icon in task bar)
2. Go to the advanced tab.
3. Configure the Logging policy to Exhaustive and apply the change.

   

4. Close Outlook and reopen.
5. Open the Local AppData folder (Click the Windows button and type ‘%localappdata%’, then press enter)
6. Open the folder called 'Temp'
7. Locate any file with a name like icrXXXX and provide to your System Administrator.

   

8. Back in the Local Appdata folder (%localappdata%), go to Workbooks > Workbooks > Outlook Connector > Profile > Logs and provide these folders to your System Administrator too.
    

 This was successful: Having retrieved these files please provide them to your System Administrator and ask them to email support@workbooks.com with this information.

 This was not successful: Contact your System administrator and ask them to contact support@workbooks.com to allow the support team to assist further.

Microsoft Outlook monitors Add-ins and disables those that take longer to load, this is an effort to improve the performance. It is possible that the Outlook Connector has been captured by this process. To permanently enable this Add-in

1. Follow the path File > Info > Slow and Disabled add-ins

   

2. Enable the Workbooks Outlook Connector for Outlook Add-in

   

 This was successful: You will now see an Outlook Connector Icon in the bottom of your taskbar and the normal Outlook Connector functionality will be present.

 This was not successful: If you see no change or if you cannot see an option to Manage the Add-ins in this way then please move onto Step 2.

1. Follow the path File > Options > Add-ins > Disabled Add-ins in Outlook

   

2. If there is an Add-in listed that refers to the Workbooks Outlook Connector then select it and press the Enable button

   

This was successful: You may now be able to see the Outlook Connector icon in the bottom right of your Windows Task bar.  

 This was not successful: It is more likely that this action has made the Outlook Connector available in the COM-Add-ins section of the Options window. Please follow step 3 to activate it.

1. Follow the path File > Options > Add-ins > COM Add-ins (Outlook 2010, 2013 or 2016), or Help > Disabled items (Outlook 2007).

   

2. Activate the Connector related Add-ins.
   ​​

   

 This was successful: If this was successful then you will now be able to see the Connector Icon in the bottom of your Taskbar and no further actions should be needed. Although, if these steps are needing to be followed regularly, please continue to Step 4.

 This was not successful: Please move onto the next step of this troubleshooting guide.

1. Click on the Windows button and type ‘regedit’ to open the registry editor.
2. Locate the file path HKEY_CURRENT_USER > Software > Microsoft > Office > Outlook > Addins where you will find a key that relates to the Outlook Connector.

   

3. Ensure that the Load behaviour value is 3

   

 This was successful: This hexadecimal value is the hard coding for always loading the Add-in regardless of the effect to Outlook. Therefore, this means that when next opening Outlook the Connector Add-in should load as normal.

 This was not successful: If this is not successful then please carry out the next steps in which you will be gathering logs to provide to your System Administrator, allowing them to contact the Workbooks Support team for further assistance.

1. Open the Outlook Connector Options menu (right-click on icon in task bar)
2. Go to the advanced tab.
3. Configure the Logging policy to Exhaustive and apply the change.

   

4. Close Outlook and reopen.
5. Open the Local AppData folder (Click the Windows button and type ‘%localappdata%’, then press enter)
6. Open the folder called 'Temp'
7. Locate any file with a name like icrXXXX and attach to an email to support@workbooks.com

   

8. Back in the Local Appdata folder (%localappdata%), go to Workbooks > Workbooks > Outlook Connector > Profile > Logs and attach these to the email too.

 This was successful: Having retrieved these files please email them to support@workbooks.com.

 This was not successful: Contact support@workbooks.com to allow the support team to assist further.

Right click on the Connector icon on the bottom right of your Windows Task bar and choose Show Control Panel...;
 

From here you will see that there is a section marked as ‘Deletions’; you will need to either accept or reject the deletion before you are able to run the next synchronisation. Once these have been resolved you may find that you have a number of a Collisions that have been caused by data not syncing for some time.

Please note the Outlook Connector will not have performed a sync until this was resolved, so the first sync may take some time to run completely.

1. Right click on the Connector icon on the bottom right of your Windows Task bar and choose Options;
    

   

2. Go to the Filters sub-menu and select the Customise filters option;
    

   

1. Click on Meetings in the left menu
2. Delete the Filter 'Record state = open'

   

The next time the Outlook Connector runs a synchronisation the meetings will appear back in Outlook. You can manually run a synchronisation by using the Synchronise All Changes option when right clicking on the Outlook Connector icon in your system tray.

1. Right click on the Connector icon on the bottom right of your Windows Task bar and choose Options;
    

   

2. Go to the Filters sub-menu and select the Customise filters option;
    

   

1. Click on Tasks in the left menu
2. Delete the Filter 'Record state = open'

   

The next time the Outlook Connector runs a synchronisation the Tasks will appear back in Outlook. You can manually run a synchronisation by using the Synchronise All Changes option when right clicking on the Outlook Connector icon in your system tray.