Issue: Add2Outlook will not sync.

Best way to assist is to give the errors to support.

HOW TO TROUBLEHSOOT A2O

This process is what we call “Send the Logs”

Clear the OpenDoor Software  log from the event viewer

Open Outlook

Make an item in the source folder

Sync

Notice that it copies or does not copy and doesn’t show to sync

And then press Sync Now again to see if it shows up

Once it does or if it doesn't

Then open A2outlook Properties [2010: File\Options\Add ins\Add in Options\Add2Outlook]

Select from the dropdown Display settings

Select the button View Event Log – top button

Select all text and Copy send it  over as a reply all to the Support Ticket please

Occasionally we need an Advanced Debug

This process is what we call “Send the debug Logs”

Occasionally  - but only if asked - We may need the Extended Debug logs

We use the “debug mode” of the application if simple logging doesn’t give us the  level of detail to give us any answers or questions to answer.

Note: This level of debug actually changes the test, since it replicates everything within or outside the date range.

Caution: Only do this if asked.

To Send the debug logs

Clear the “Open Door Software” Add2Outlook Event log

Open Outlook with the correct profile

Open A2Outlook Console Properties [2010: File\Options\Add ins\Add in Options\Add2Outlook]

Select Debug Mode checkbox at the bottom and apply after accepting the prompt

Run your test

Once complete

Send the logs by Replying to ALL your support email

Open A2Outlook Console Properties [2010: File\Options\Add ins\Add in Options\Add2Outlook]

Display settings

Select the button View Event Log – top button

Select all text and Copy send it  over to us please

A Possible Cause due to incompatible versions of supporting software

Add2Outlook Not Syncing

The server threw an exception. (Exception from HRESULT: 0x80010105 (RPC_E_SERVERFAULT)) In the OpenDoor Software Event log, if there is this message

Add2Outlook Process Exception.

SOURCE: Interop.Redemption

MESSAGE: The server threw an exception. (Exception from HRESULT: 0x80010105 (RPC_E_SERVERFAULT))

DATA: System.Collections.ListDictionaryInternal

STACKTRACE: dd2Outlook.Relationship.vb:line 851

In this case, the program Goldmine had in its installed directory with an old version of the third party communication protocol: redemption.dll (2006). We install the current release.

Resolution: We must replace the older redemption file in the Goldmine directory and reregister the correct version of the file. The older versions of Redemption had known issues which were resolved in later builds.

Close Outlook

Make a copy of the Goldmine\redemption.dll file

Copy and Replace the old file with the new version located in the C:\Program Files\OpenDoor Software®\Add2Outlook directory

Uninstall Add2Outlook

Open Outlook so it repairs itself

Wait until it is complete

Close Outlook

Reinstall Add2Outlook

Open Outlook

Go to Addins, and make sure Add2Outlook is enabled from the Com Add-ins directory

Make an item in the source

Test a sync

TIP: It may take two syncs for it to sync