Outlook Sync Troubleshooting Guide

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The following guide will run through a few of the Common issues with an Outlook sync.

Incorrect Data Syncs

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If the sync is working, but incorrect information is appearing on the device, you most likely have an incorrect set of Outlook Folders selected. To change the Outlook Folders you are syncing with:

1. Open CompanionLink
2. Click Settings on the left
3. Click Advanced in the bottom left
4. Click the Outlook Folders tab at the top.
5. Check the drop down for each data type, if you see multiple folders, you might have the wrong one selected.

After changing the Outlook Folders, if you have already synced once with the device, you will want to preform a Wipe Sync after changing the folders. Otherwise it could mix the incorrect information with the correct information.

Use the following guide to enable a Wipe. Preforming a Wipe Sync







Invalid Class String\Server Execution Failed\No Default Mail Client

If you receive an Invalid Class String, Server Execution Failed or No Default Mail Client message when syncing, the first step is running a quick repair of Outlook.

Please use the following guide to run a quick repair of Outlook. Quick Repairing Outlook

If the error still occurs, we will need to disable two files in the CompanionLink folder.

You can achieve this automatically through CompanionLink settings:

1. Open CompanionLink
2. On your keyboard hit the key combination CTRL + SHIFT + U
3. In the window that opens, check the option "Disable MAPI", then click OK to save.

Or manually by renaming the two files:

1. Open the file explorer of Windows and navigate to C:\Program Files (x86)\CompanionLink.
2. Click the View in the top of the file explorer and on the right enable "File Name Extensions" if it is not already enabled.
3. Now in the folder below, find "ClxMapi64.exe" and "ClxMapi.dll". Rename these files "ClxMapi.dll.old" and "ClxMapi64.exe.old".
4. (Optional) Click the "File Name Extensions" options again to disable the extensions showing.

Once the MAPIs are disabled, restart the machine and try running the sync again.

If that does not work try doing a "Send/Receive All Folders" in Outlook, this can be done in the Send/Receive tab > click Send/Receive All Folders, after the Send/Receive is complete, restart the machine and try the sync again.


Outlook closes when you sync

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If Outlook is closing on a sync, CompanionLink or Outlook is most likely running in an elevated permission level. Use these steps to ensure neither are set to a higher level:

1. On the desktop of the PC, find and right click on the icon for Outlook.
  • Note: If you right click on it from the Taskbar, you will need to right click on the name of the program and again to see the properties option.
2. Select Properties
3. Find the Compatibility tab.
  • Note: If Outlook does not have a Compatibility tab, find the Shortcut tab at the top and select Advanced towards the bottom.
4. Ensure the option to "Run As Administrator" is unchecked.
5. Repeat this same check for the CompanionLink icon.











Select your Outlook Profile appears on each sync

MailProfiles.png
DiffOLProfile.png

Outlook can use multiple Profiles. Each profile is completely separate from each other. If you only use one Outlook profile that you are aware of, use the following steps to set it as the "Default" so Outlook will not prompt each time.

1. Open the Control Panel of Windows
2. Select the Mail option. (It might show Mail followed by your version of Outlook or Mail and 32\64bit)
  • Note: If you do not see the Mail option, in the top right of the Control Panel change View By to Small or Large Icons.
3. Select Show Profiles
4. Towards the bottom select Always Use This Profile. Your current profile will likely be already selected here.
5. Click Apply and Ok.

When you reopen Outlook you should no longer be prompted to select a profile. This will allow CompanionLink to also sync without this profile selection windows opening.

  • Note: These steps can also resolve the error message that a different Outlook is currently open than the one desired. Make sure that the profile selected under Always Use This Profile is also selected on the Outlook profiles tab in CompanionLink Advanced Settings.










Please Re-select Outlook folders

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If you change your default data files or add new ones in Outlook, you may see this error appear the next time you try to sync via CompanionLink. Verifying your folders will refresh the CompanionLink configuration and correct the error.

  1. Open CompanionLink
  2. Click Settings on the left
  3. Click Advanced in the bottom left
  4. Click the Outlook Folders tab at the top.
  5. Click the drop down for each data type, ensure you have the correct folder selected, and click OK to save the settings.


After re-selecting all of your folders, try syncing again.



A program is trying to access e-mail addresses you have stored in Outlook

If you receive a prompt about Allowing Access with a drop down for a select time, Outlook's older Trust Center Settings are likely interfering with your current Antivirus program.

ProgrammaticAccess2.png

Use the following guide to stop this prompt from appearing. Fixing the Always Allow Prompt









Other Errors

If you receive any other errors relating to the sync to Outlook, please try these steps

  1. Please use the following guide to run a quick repair of Outlook. Quick Repairing Outlook
  2. Use the following guide to run a ScanPST or ScanOST on your Outlook data file. ScanPST or ScanOST Instructions
  3. Verify your Outlook Folders in CompanionLink > Settings > Advanced (bottom left) > Outlook Folders tab, ensure the correct folders are selected and the record counts make sense. If the record counts are wrong, try doing the steps below:



If the error still occurs, we will need to disable two files in the CompanionLink folder.

You can achieve this automatically through CompanionLink settings:

1. Open CompanionLink
2. On your keyboard hit the key combination CTRL + SHIFT + U
3. In the window that opens, check the option "Disable MAPI", then click OK to save.

Or manually by renaming the two files:

1. Open the file explorer of Windows and navigate to C:\Program Files (x86)\CompanionLink.
2. Click the View in the top of the file explorer and on the right enable "File Name Extensions" if it is not already enabled.
3. Now in the folder below, find "ClxMapi64.exe" and "ClxMapi.dll". Rename these files "ClxMapi.dll.old" and "ClxMapi64.exe.old".
4. (Optional) Click the "File Name Extensions" options again to disable the extensions showing.

Once the MAPIs are disabled, restart the machine and try running the sync again.

If that does not work try doing a "Send/Receive All Folders" in Outlook, this can be done in the Send/Receive tab > click Send/Receive All Folders, after the Send/Receive is complete, restart the machine and try the sync again.









If you are still having issues, please contact our Technical Support for further assistance.

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