Is Outlook not functioning as it should?  Some examples might include:

●· I sent an email, it’s not moving and showing as Queued

●· I can’t use my Outlook ADD-IN feature

●· My ADD-IN tab disappeared

●· I saved an email from Outlook to W5 … I can see the attachments sent but not the email.


A Solution Checklist

Here are a few things to try:


Function

Details



Log into W5


1. Ensure that you have logged onto W5 as it needs to be available for saving emails 

    and/or attachments.

   

    Note:  When launching applications, log into your W5 before launching Outlook.

    The add-in will try to contact W5 for a few minutes but if you have Outlook open 

    ahead of opening W5, it will stop trying.


If you logged into W5 first, then launched Outlook, try



Exit & Restart Applications





1.  Exit W5 and Outlook, then restart them both in this order.

If that did not correct the problem, try



Retry Sending Email


1. Go to and check the status of the email in Outlook, does it say “Queued”?

    If yes, right-mouse click over the status and select Resend.

    - OR -

    If no, move to the next set of troubleshooting steps.


If that did not correct the problem, try



Is the
ADD-IN Offline?


*Did you receive a W5 update from us recently?  If so, your Outlook needs to be restarted to also receive the update.


1. In Outlook, click on the ADD-INS tab.

2. Is it showing W5 (Online) in the Menu Commands (directly below the FILE tab)?

3. If Offline, click once on the W5 (Offline).

    The W5 Outlook Status Dialog box will display.

4. Did you recently change your W5 password?

    If not, click on the Login/Re-Login button to login,

    - OR -

    If yes, that password change is needed here also.

    (a) Click on the Settings button.

    (b) Click on the Change button and enter the new password in the Password and 

         Confirm Password fields.

    (c) Click on the Save button.

    (d) Click on the Login/Re-Login button.


If that did not correct the problem, try



Add-In Disappeared



1.  In Outlook, click on the FILE tab.

2.  Select Options.

3. Click on Add-Ins (left panel).

    A list of the Active Application Add-ins / Inactive Application Add-ins / Disabled 

    Application Add-ins displays (these are main level responses – a deeper level of 

    information available via the instructions below).

4. Where is BccorpW5OutlookAddIn listed?

5. Do you see the W5 Outlook Add-In listed as an Inactive or Disabled item?

    It's possible that Outlook disabled the Add-In on your behalf.

    If it displays under the Inactive Application Add-ins list:

    (a) Select COM Add-ins from the Manage: drop-down menu.

    (b) Click on the Go... button.

    (c) Checkmark BccorpW5OutlookAddIn to make it active.

     – OR –

    If it displays under the Disabled Application Add-ins list:

    (a) Select Disabled Items from the Manage: drop-down menu.

    (b) Click on the Go… button.

    (c) Select BccorpW5OutlookAddin from the Disabled Items list.

    (d) Click on the Enable button and respond to prompts to re-enable it.

    You may need to exit and restart from W5 and Outlook.



If that did not correct the problem, try



Error Messages




Error
Insert Access Denied



When trying to send an email (new user profile).

“*Error: Insert Access Denied!”



Check the status of the Outlook Add-in.

1. In Outlook, click on the ADD-INS tab.

2. Click on W5 (Online) in the Menu Commands area of the ribbon.

    Please refer to the “Is the ADD-IN Offline” section above if it shows “W5 (Offline)”.

3. Check for Error Messages, does it display any of the following?

    “Invalid User or Password or User Account is disabled – Login Failed.”

    “Login attempt failed.”

    “Outlook will not try again during this session.”

    “W5OutlookAgent.Login”

     If the answer is No, please reach out to the BCCORP Support Team for assistance.

     If the answer is YES, the above errors often relate to the current User Maintenance 

     Rights settings. 


If that did not correct the problem, try



Outlook 2016




Did you recently update to 2016?

If Yes,

We may need to send you a new W5OutlookAddIn.msi.install link, and you will need to:

Uninstall Outlook Add-in

1. Click on Windows Start.

2. Search for and select Uninstall Programs (for Uninstalling or changing a program).

3. Click on

4. Click on the Uninstall button and follow through with the prompts.


Re-install Outlook Add-In:

5. Using the newly provided W5OutlookAddIn.msi install link.


Note:  Reference documentation for installing the Outlook Add-In is available on our support portal at support.bccorp.com.


If that did not correct the problem, try



Outlook in Safe Mode




Did you recently do an automatic Windows 2010 update (that updated Outlook)?

If Yes,


Is Outlook in Safe Mode?  How to know:  Does it show “Microsoft Outlook (Safe Mode)” at the top of your Outlook window?

If Yes,

That is the reason the Outlook Add-in is not running.

You will need to contact your IT Department to see what the problem is.



If that did not correct the problem, try



Uninstall & Reinstall Outlook Add-In




If after going through the above checklist, the problem persists, you may need to uninstall/reinstall the Outlook Add-In. Contact us at BCCORP to receive the installation link if this process is needed.

Uninstall Outlook Add-in

1. Click on Windows Start.

2. Search for and Uninstall Programs (for uninstalling or changing a program).

3. Click on

4. Click on the Uninstall button and follow through with the prompts.


Re-install Outlook Add-In:

5. Using the newly provided W5OutlookAddIn.msi install link.


Note:  Reference documentation for installing the Outlook Add-In is available on our support portal at support.bccorp.com.




Last revised:  January 27, 2017