Outlook integration is one of our top call generators for our Sage CRM Customer Support team. Often times, uninstalling and re-installing the Outlook integration plug-in will resolve some of the issues occurring. But sometimes, people may encounter some other issues with the Sage CRM Outlook integration: • Some or all of the toolbar buttons are unresponsive • The Sage CRM logon fails • Items are not synchronizing properly and the sync info reset did not resolve the issue • Missing buttons in the toolbar • The plug-in fails to load when starting Outlook If you are experiencing one of these Outlook integration issues, you may be required to manually uninstall the plug-in then reinstall it. Before you start the process to remove the plug-in, make sure all instances of Internet Explorer and Windows Explorer are closed. Now let’s begin the process. Step 1: Remove the plug-in using the Uninstall function. (If this step fails, skip to step 2.) Using Outlook 2003 or 2007: 1. Click Tools 2. Point to CRM 3. Click Uninstall 4. Once the uninstall process is complete, Outlook should close automatically. If not, close Outlook manually. Using 2010 or later: 1. Click the CRM button 2. Select Uninstall 3. Once the uninstall process is complete, Outlook should close automatically. If not, close Outlook manually. Step 2: Remove the Outlook plug-in files in the Downloaded Programs Files folder 1. Open Command Prompt by clicking Start, then Run 2. Type “cmd” in the Open field of the Run window then click OK 3. Enter: cd C:\\Windows\Downloaded Program Files (folder may be different depending on the Windows version) 4. Enter: regsvr32 – otltools.ocx 5. Enter: del otltools.* 6. Enter: cd C:\Program Files\Sage\CRM Client\Outlook Plugin 7. Enter: regsvr32 –u crmoutlookplugin.ocs 8. Enter: regsvr32 –u crmoutlookplugin1.dll 9. Enter: regsvr32 –u crmoutlookplugin2.dll 10. Enter: del *.* Step 3: Remove the Outlook plug-in data folders and files 1. Browse to C:\Document & Settings\All Users\Application Data 2. Rename the ACCPAC folder to a different name 3. Browse to C:\Document & Settings\[CurrentUser]\Application Data for Windows XP or C:\Users\[CurrentUser]\AppData\Roaming\ACCPAC\CRM\OutlookPlugin where [CurrentUser] is the name of the Windows user currently logged on to the machine 4. Rename the ACCPAC folder to a different name 5. Remove the Sage folder. Step 4: Remove CRM toolbar from Outlook (if it was not removed automatically by the uninstall process) Using Outlook 2003 or 2007: 1. Open Outlook again 2. Click Tools then Customize... 3. In the Customize window, click the Toolbars tab 4. Select the option "CRM" and click Delete 5. With the Customize window still open, click Tools on the Outlook window. 6. Right-click CRM and click Delete. This step should remove the CRM sub-menu from the Tools menu 7. In the Customize window, click Close 8. In Outlook, click Tools, then Options 9. Click the Other tab 10. Click Advanced Options then click Add-In Manager 11. Deselect the option "Redemption Helper Outlook Extensions" 12. Click OK to close all open windows. Using Outlook 2010 or later: 1. Click File then Options 2. Click Customize Ribbon 3. On the right uncheck CRM. By now, hopefully you have successfully uninstalled the CRM Outlook Integration Plug-in. To see if you’ve resolved your issue/s, you can now reinstall the plug-in. If you have any questions about CRM Outlook Integration, please let us know in the comments section. For the latest support news and updates.... Follow us on...
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