CRM.me Outlook Plugin Troubleshooting Guide

We here at CRM.me understand that everyone is a little different and often so are our PC environments, that's why we do our best to make sure that our Outlook plugin works seamlessly on every supported environment but sometimes we need to give a little extra care.  This article provides help for some of the issues that you may encounter when using or installing the CRM.me Outlook plugin as well as some advanced troubleshooting steps.

I cannot see the Plugin in Outlook?

Occasionally Outlook can disable 3rd party add-ons preventing them from appearing in the Outlook menu ribbon. If you have installed the CRM.me OPI but do not see it available in the Menu ribbon follow the steps below:

Outlook 2010 and Outlook 2013

  1. Click File > click Options > on the window that loads choose Add-Ins from the options in the menu
  2. At the bottom you will see the Manage dropdown list, make sure COM Add-ins is selected
  3. Press Go
  4. You will see a list of Add-ins for outlook, if you see ImplicitSync in the list make sure it is checked and click Ok

Outlook 2007

  1. Click Tools > Trust Center > Add-ins
  2. At the bottom you will see the Manage dropdown list, make sure COM Add-ins is selected
  3. Press Go
  4. You will see a list of Add-ins for Outlook, if you see ImplicitSync in the list make sure it is checked and click Ok

If ImplicitSync was unchecked before then checking the box using the steps above should resolve the issue.  If you still do not see the plugin options right away you may need to restart Outlook for the changes to take affect.

Clearing Licenses and Previous Synchronization Information

The steps below to perform a complete reset of all licensing and client ID information as well as removing all information about previous synchronizations that may have been performed or attempted between Outlook and CRM.me.  These steps go further than a simple uninstall to return your windows profile to a point similar to how it was before the Outlook plugin was ever installed.These steps should be performed in the Windows profile of the user experiencing the issues.  some steps below will require you to "Run as Administrator".

Tip
IMPORTANT NOTICE: These steps include making changes to your machines registry files, please take extra care to follow the instructions closely when making changes in the registry.

 

  1. Uninstall the Outlook plugin from your machine: Open Control Panel and selecting Programs and Features
  2. Find Implicit Sync in the list of programs and click Uninstall
  3. Click on Start and type regedit in the window.
  4. Click on Continue in the next window to open the registry.
  5. Expand HKEY_CURRENT_USER > Software > Implicit
  6. Highlight and delete the ImplicitSync node
  7. Implict Sync Reg Key 1.png
  8. Close the Registry
  9. Open My computer and in the directory path area type %appdata% and press Enter.  This will take you to the AppData directory for the currently logged in user.
  10. Locate and open the folder named Implicit
  11. You will see a folder named ImplicitSync, highlight and delete this folder

You have now removed all previously stored information for the CRM.me Outlook plugin and are ready to reinstall the Plugin.  Please note that the next time you open Outlook after completing these steps and installing the Outlook plugin again you will be asked to enter your License Key and Client ID again.  If you do not have these details you can request them from the CRM.me Support team by submitting a ticket or emailing us at support@CRM.me.

Outlook Plugin and Avast Antivirus

Even though the CRM.me outlook plugin is secured and protected with a signed certificate recent versions of Avast Antivirus quarantine the SyncManager.exe file as a false positive.  Until Avast address this customers using Avast Antivirus should follow the steps below.

Installing CRM.me OPI on machines running Avast Antivirus

Avast Antivirus can quarantine the SyncManager.exe file used in the CRM.me OPI software identifying it as a false positive. This often occurs during the installation of the CRM.me OPI and prevents the plugin from functioning correctly.  If you are an Avast Antivirus user and have encountered this problem during installation or when using Outlook you should follow the steps below to first set a global exclusion for CRM.me OPI and then restore the SyncManager.exe file form Avasts virus chest.

If you use Avast Anti virus and have not yet installed the CRM.me OPI on your machine already then follow the steps below to install the CRM.me OPI.

  1. Before installing the CRM.me OPI we must disable avast shields control.  To do this right click the Avast antivirus icon in the System tray and select avast! shields control > Disable for 1 hour
  2. Avast will ask you to confirm the action to disable the avast shields module, click Yes
  3. Now download and run the CRM.me OPI installation file for your environment here.
  4. Once the instillation is complete you must follow the steps below to create a Global Exception for the CRM.me OPI installation directory
  5. Now you can re-enable the Avast shields control again.  To do this right click the Avast antivirus icon in the System tray and select avast! shields control > Enable all sheilds
  6. You are now ready to open Outlook and configure the CRM.me OPI. 

For a full user guide on how to configure and use the CRM.me OPI please see the CRM.me Outlook Plugin article.

Setting Global Exclusion for CRM.me OPI

Avast Antivirus can quarantine the SyncManager.exe file used in the CRM.me OPI software identifying it as a false positive.  Even if you restore the file from the virus chest it may be quarantined again the next time you open Outlook, to prevent this from happening you can set a global exclusion in Avast antivirus to have it ignore files in the installation folder.  Follow the steps below to set up a Global exclusion for the CRM.me OPi installation folder.

  1. In the System tray double click the Avast antivirus icon to open the Avast console window
  2. Select the Settings option to open the Avast Settings window
  3. In the left hand menu choose the option Global Exclusions
  4. On the Global Exclusions screen Click the Add button
  5. Enter in the file path you selected when installing the CRM.me OPI powered by Implicit Sync, you can also browse to the folder to select the location.  If you installed the CRM.me OPI to its default file path then the path will look something like this:  C:\Program Files (x86)\Implicit\Implicit Sync\*
  6. Once entered click the OK button to save your Global Exclusion changes.
  7. Avast will no longer scan or incorrectly quarantine files in the CRM.me OPI installation folder.

Restoring SyncManager.exe from the Avast Virus Chest

If Avast has already quarantined the SyncManager.exe file then you must restore it from the Avast virus chest in order for the software to work properly.  If you do not do this you will not be able to use or uninstall the CRM.me OPI.  Follow the steps below to restore the file.

  1. In the System tray double click the Avast antivirus icon to open the Avast console window
  2. Select the Maintenance tab and choose the Virus Chest option from the Maintenance menu
  3. Find the SyncManager.exe file in the list, right click and choose Restore from the context menu

FAQS

Q. Why don't all my contacts sync from CRM.me to Outlook, some contacts do sync but others do not?

A. By default all Contacts, Meetings and Tasks owned by your CRM.me user will sync to Outlook. If a contact is later reassigned to another user in CRM.me the contact will be removed from your Outlook address book. Any Contacts, Meetings and Tasks owned by other users in CRM.me will not be synced to your Outlook address book.

Q. What exactly happens when an email is archived to CRM.me?

A. When an email is archived CRM.me automatically finds and associates it to any contacts whose primary email address matches those found in the header of the email being archived.

Q. Why don't my archived emails appear on the Account?

A. Typically archived emails are related to Contacts rather than directly related to Account records. Try enabling the Roll Up option on the Accounts Latest Activities portlet to see activities from related records (including emails) in the accounts activity feed.

Q. What happens if I achieve an email that and it is not matched to any Contact in CRM.me?

A. If the email addresses on your email do not match the primary email address of any existing Contact or Lead record in CRM.me then the email will still archive. Since the email is not associated to any Contact record in CRM.me it will appear in your users Data Cleanup area where you can later create associate it to a record either by creating a new Contact or manually associating it to an existing record in CRM.me.

Q. I made changes to some of my contacts in CRM.me but they are not updating in Outlook?

A. If you have records owned by your user in CRM.me that are not syncing to Outlook I recommend you check the following:

  1. In the Implicit Sync Options Tab check and make sure that Contacts are checked in the Synchronisation settings
  2. In the Implicit Sync Options Tab check and make sure that Synchronization is scheduled to run automatically
  3. Click the Sync now button in the Outlook ribbon and make sure that no errors occur when syncing contacts
  4. In CRM.me check that the "Read Permission Subscription Update Job" is running correctly in the Job Manager

NOTE: The "Read Permission Subscription Update Job" must have successfully run before any new contacts or modifications made in CRM.me will sync to Outlook. This job must run regularly for the synchronisation to work effectively.

If all of that checks out I recommend you try the following:

  • Create a new contact and make sure you are the owner
  • Manually run the "Read Permission Subscription Update Job" in the Job manager
  • Manually click the Sync now button in the Outlook ribbon to run the sync
  • Check and see if the Contact has appeared in your address book in Outlook
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