Outlook Vault Add-In 11 fails

[Archeopterix]

Hi

A couple a weeks ago we released the new Outlook Vault Add-In 11.0.0.1351, to all of our 2000+ users. It's been running fine until a couple of days ago when suddenly about 10 user's experienced that Outlook crashed. When restarting Outlook the Vault Add-In was deactivated and we were unable to activate it again.

We reinstalled the Add-in but we are unable to activate it in Outlook. We also tried repairing the Office 2013 installation but it still wouldn't work.

 Anyone got any ideas? 

Thank you

Roar

[A_J1]

Hello Roar,

Ensure it is not disabled by checking the registry

HKLM\SOFTWARE\Microsoft\Office\Outlook\AddIns\EnterpriseVault.DesktopUI\LoadBehaviour. What value is this? It should be 3

If the client is 64 bit then check in the following location

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Outlook\Addins\EnterpriseVault.DesktopUI

LoadBehaviour it should be set to 3

If it is set to 2 its disabled.

Regards,

A_J

[Archeopterix]

Hi

Thank you for the tip. It seems as the registry setting is correct.

I noticed that when deleting the user profile it would activate, but only on some of the users.

Regards

Roar

[A_J1]

Hi,

Could you please check whether these clients have Websense installed ? if yes could please uninstall it and then check..

If not I would suggested to open a Support Case on this..

Regards,

A_J

[A_J1]

Hi,

Did you open a Support Case ??

[Archeopterix]

Hi

We do not use Websense. I wil  open a support case now.

Thanks for helping out.

Regards

Roar

[MaxMad]

Hello Archeopterix,

Did you check if the Valkyrie.dll file is on the location C:\Program Files (x86)\Enterprise Vault\EVClient\x64??

C:\Program Files (x86)\Enterprise Vault\EVClient for 32bits client.

Regards.