EV client add-in toolbar does not display

[Jake_kang]

Hi

I am trying to install EV client add-in toolbar on outlook 2013 32bit. Installing was correct and I could see Enterprise Vault add-in in Add-Ins option of Outlook but EV client toolbar does not display on outlook 2013 32bit. OS is Windows 7 SP1.

I tried to do ResetEVClient exe and configured Full or light option of Outlook Add-in behavior of advanced tab in Desktop policy in EV.

I also tried to reinstall EV client and rebooted client pc which was installed EV client, but results were the same. What should I do others action to resolve it?

[TonySterling]

Is the user you are logged in as enabled in EV?

[AndrewB]

do you have an EV ribbon inside each email when you view it in the preview pane?

[Jake_kang]

Yes, users were enabled in EV and logged in 

[Jake_kang]

No, I cant see EV ribbon inside each email

[AndrewB]

can you login with that user to another computer or to OWA as a test? try to isolate the issue to either the computer or to the EV account then we can have an idea of where to go next.

[Jake_kang]

Hi AndrewB

yes, I tried to login another computer with the same account. EV client add-in toolbar also couldnt show in Outlook of another computer, Two computers had different spec. One is windows7 with outlook 2010. Another one is Windows7 with Outlook 2013, Sorry, I want to correct the outlook version in the above my question to outlook 2010. 

[AndrewB]

sounds like you should try zapping the user and reenabling them in EV.

How to remove (zap) Enterprise Vault (EV) properties from Archive-Enabled Exchange mailboxes

https://www.veritas.com/support/en_US/article.TECH35614