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Sage CRM Outlook Plugin Suddenly Incompatible

Posted on 2014-04-18
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Last Modified: 2014-06-14
Thanks for assistance up front.

We are running Sage CRM 7.1.f.s and using the Sage CRM Outlook plugin for filing emails.

The Sage CRM Outlook plugin is compatible with Outlook 2010, and we run it on many computers that way without issue.  However, on one computer where it was working for the last year+, the user now receives an "Operation has failed" message with a warning about incompatibility.  The error occurs after Outlook has opened, even though the plugin was installed successfully.

I have tried uninstalling and resinstalling the Outlook plugin, to no avail.

The user has MSFT Office Home & Business 2010 installed (and has had it for quite some time without issue).  The computer is a Lenovo T-510 laptop running Windows 7 Pro SP1.

Other suggestions would be greatly appreciated.

Thank you.Error from CRM Outlook Plugin.
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Question by:BowTech
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LVL 3

Expert Comment

by:mlsbraves
ID: 40011440
Has Sage CRM been upgraded or patched recently? Have you tried doing a Repair on the Office 2010 installation itself? I have seen this fix some other plug-in problems before.
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Author Comment

by:BowTech
ID: 40012591
Thank you for the reply.  CRM has been at 7.1.f.s for about a year without issue. It is the same version on all machines, and this is the only machine having trouble.  I will try the Office repair you suggested and post back the results.

Should I also try the manual CRM plugin uninstall?
https://community.sagecrm.com/partner_community/b/hints_tips_and_tricks/archive/2007/08/31/manually-removing-outlook-plugin.aspx
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LVL 3

Expert Comment

by:mlsbraves
ID: 40013552
I would first try the office repair. If it doesn't work then you can try the manual uninstall, reboot the computer, and reinstalling the plugin.
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Author Comment

by:BowTech
ID: 40027542
Will do, in that order, and then post back.

Thanks!
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Author Comment

by:BowTech
ID: 40032971
I've tried the repair, and also the repair + manual uninstall.  Neither was successful.  The plugin installs fine and even displays the message that it installed fine.  However, clicking on any of the plugin buttons (e.g., 'File Email', 'Sync', etc...) results in the message about the versions being incompatible.

I'm thinking of trying the manual uninstall again, then completely uninstalling/reinstalling Office 2010.

Thoughts?

Thanks again for the assistance.
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Author Comment

by:BowTech
ID: 40046966
Office uninstall/reinstall was not successful.  Still receive same error message from CRM.  At this point, unless there are other suggestions, a complete pc wipe & restore is scheduled for next week.

Thanks!
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Accepted Solution

by:
BowTech earned 0 total points
ID: 40123227
Complete pc wipe/restore was the only way I found to fix this.
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Author Closing Comment

by:BowTech
ID: 40133823
Not really a fix, just happened to be necessary.
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