How to Resolve Radix DM Outlook or Office addin issues

How to Resolve Radix DM Outlook or Office addin issues

There are times when the Radix DM Outlook or Office addins appear as disabled or do not appear. This can occur for a number of reasons including software changes and other other addins being disabled. Follow each of the steps detailed below until one of them works. If none work, please contact Radix DM for more support.

NOTE: If using Radix DM Client version 2.0.38 or higher, Microsoft .Net Framework 4.7.2 or higher must be installed for the Outlook Addin to function correctly.

Step 1: Close Office Applications and restart the Radix DM Grabber
This step may need to be repeated after each of the later resolution steps if it does not solve the problem on its own.
Close Outlook and all Office Applications.
Check Task Manager to ensure they are closed. Outlook can sometimes be left running but not visible. If this occurs,you will need to end the Outlook task manually.
Right click the Radix DM Grabber and choose the option Restart Grabber.

Then open Outlook and Office applications to confirm the addin has loaded correctly.

Step 2: Check Office Application for Other Disabled Addins
If a third party addin has been disabled it can cause the Radix DM Addin to also be disabled in the same Office application.
Using Microsoft Word as an example, Click File -> Options.



Choose Addins, then select Disabled Items and click Go.




Click Enable on disabled items.
Close the Office application, restart the Radix DM Grabber then open Outlook and Office applications to confirm the addin has loaded correctly..

Step 3: Repair Registration
Close Outlook and all Office Applications as per Step 1. Right click the Radix DM Grabber and choose Repair Registration.

Wait a few seconds, then restart the Radix DM Grabber. Then open Outlook and Office applications to confirm the addin has loaded correctly.

Step 4: Manual 64-bit Registration of Addin if Microsoft Office is 64-bit
If Office has recently been upgraded from 32-bit to 64-bit then manual registry of the required DLLs can be attempted. This will require an Administrative Command Prompt.
Close Outlook and all Office Applications as per Step 1.
From Start, type Run -> CMD, and choose Run as administrator.



For Outlook, enter the following command (assuming the default installation location):
C:\Windows\Microsoft.NET\Framework64\v4.0.30319\regasm.exe /codebase "C:\Program Files (x86)\Radix Software\Radix DM Client\RadixDMOutlookAddin.dll"

For Office, enter the following command (assuming the default installation location):
C:\Windows\Microsoft.NET\Framework64\v4.0.30319\regasm.exe /codebase "C:\Program Files (x86)\Radix Software\Radix DM Client\RadixDMOfficeAddin.dll"



Wait a few seconds, then restart the Radix DM Grabber. Then open Outlook and Office applications to confirm the addin has loaded correctly.

Step 5 Outlook / Office Resiliency Registry key.

This registry setting can get corrupted and can cause settings regarding the loading of Addins to be ignored. You will need to edit the registry using a version number that corresponds to the installed version of Office:
Office Version                        OfficeValue
Office 2016/Office 365          16.0
Office 2013                             15.0
Office 2010                             14.0
 
Close Outlook and all Office Applications as per Step 1.
From Start, type Regedit then browse to the required registry key using the OfficeValue listed above.

For Outlook
HKEY_CURRENT_USER\Software\Microsoft\Office\OfficeValue\Outlook\Resiliency
For Word
HKEY_CURRENT_USER\Software\Microsoft\Office\OfficeValue\Word\Resiliency
For Excel
HKEY_CURRENT_USER\Software\Microsoft\Office\OfficeValue\Excel\Resiliency

We will be deleting the DisabledItems key at this location but it can be backed up prior to removal. To do this click on File->Export and enter a name and path for the export file.




Once you are ready, select the DisabledItems key and press delete.
Restart the Radix DM Grabber. Then open Outlook and Office applications to confirm the addin has loaded correctly.


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