Troubleshooting Outlook Integration Issues

Most Outlook integration issues stem from the Needles COM Add-In not loading correctly into Outlook. In order to ensure the Add-In will load successfully, verify/follow these steps:

  1. Verify that the user can sign into Needles on their machine. They must have already signed into Needles at least once to set the location in the registry that the COM Add-In will use to connect to the database.
  2. Verify that Outlook is configured as the default email program within Control Panel > Internet Options > Programs tab.
  3. Verify that the email profile is set up correctly and configured as the default email profile. The default email profile must work for both sending and receiving email. The COM Add-In may not post information correctly if different profiles are used for sending and receiving email.
  4. Verify that the user can open Outlook and that it is syncing with the mail server successfully without any errors, other prompts or substantial delays.
  5. Verify that the installed version of Outlook 2013 or higher, has the latest Service Packs and Microsoft Updates applied, and is a 32-bit version.
  6. Verify that the installed version of Outlook is not a “Click-to-Run”, “Starter” or “Trial Version”. Also verify that the installed version of Outlook is activated (licensed) and that there are no other trial versions of Outlook installed.
  7. Verify that Needles is set to use Outlook as the email program under File > Firm Preferences > Calendar/Email or under Directory > Staff > Email for the appropriate staff code.
  8. Verify that the user has Administrator rights to their local computer.
  9. Browse to the C:\Needles folder within Windows Explorer and run the Needles Configuration Utility:  UserConfigurationTool.exe
  10. Ensure that the “Outlook Addin Status” is “Registered” and that the ODBC DSN and Web API URL test correctly.
  11. If the Add-In loads but doesn’t stay checked, then remove the Add-In and close Outlook. Check the Task Manager > Processes tab and verify that Outlook.exe is not listed there. Then, re-open Outlook and try to add the Add-In back.
  12. If none of the above items resolve the issues, then remove the COM Add-In and run a repair on Outlook using Control Panel > Program and Features > Select Microsoft Office (or Microsoft Outlook) > Change > Repair > Continue.  

Reboot if prompted and then try to add the Add-In back into Outlook.