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Outlook Add-in installing but missing

Justin Flagler

We recently implement a UTM 9 on our network.

Setup:

Office 365 (Click-to-run) x64 Version: 15.0.4893.1000

Windows 10 Pro x64 Version: 10.0.10240

 

In the process of installing the Outlook add-in (Version 1.3.2), I initially tried installing using the msi and the following switches

msiexec /i SophosOutlookAddInSetup.msi /qn /l* install_log.txt T=2 EC=3 UC=3 SC=3 M=1 S=0 A=1

I then looked at the log file and found mention of .NET 4.0 and Microsoft Visual Studio 2010 Tools for Office Runtime.  Since I'm running Windows 10 I shouldn't need the .NET 4.0, but I did need the VS2010 Tools.  I installed them and tried again with the MSI.  It failed again.  After doing some looking I found posts stating that a certain registry modification would be necessary to get it to install.  I added the following registry item HKLM\SOFTWARE\Microsoft\Office\15.0\Common\LanguageResources\UILanguage and set the DWord to 1033 for English.  This time I ran the MSI, but without the /qn options so I could see what, if anything, was coming up.  The install was successful.  I then opened Outlook expecting to see the add-in.  I didn't see it so I closed and reopened Outlook.  Still not there.  I reboot my machine, reopened Outlook, still nothing.  I opened the Add-ins screen in Outlook and the add-in wasn't listed.  I then checked Programs and Features.  It was listed here, but doesn't appear anywhere else.

I have installed successfully from both the MSI and setup.exe and it does not show up in Outlook either instance.  I went into the registry to see if the settings that were defined during initial setup were retained when the software was uninstalled.  (Just in case I had one incorrectly set and it was carrying through to all install attempts.)  It appears, though, that these are delete when the software is uninstalled.  So that shouldn't have been the case.

Any guidance on this would be much appreciated.



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  • 0

    Hi, Justin, and welcome to the UTM Community!

    You're on the bleeding edge there.  I don't recall seeing this issue addressed here.  If you have a paid license, have your reseller get a ticket open with Sophos Support.  Please come back and report the solution - TIA.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson

    Thank you for the welcome and information Bob.  I opened a case 11 days ago and have only received a reply that they'd look for and send me some information.  I sent a message again today asking for a status update.  This is not giving me a very positive outlook on the abilities of Sophos support.  Hopefully I will get a response and when I do, I will update this post.

  • 0 in reply to Justin Flagler

    Phone them instead. Don't wait. I had an absolute nightmare with their support and the time it took to get an answer. So much so, that it soured an otherwise outstanding product and something we will have to consider in 3 years time when the license is up. UTM = great, endpoint = great, support = not so great..... at this time. I hope it changes....

    They should employ Bob full time!!

  • 0 in reply to Justin Flagler

    Hi Justin,

    Provide me the case# and I will check what is happening with the case. 

    Thanks

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • +1

    Just a guess, but since you have x64 Office installed that could be the reason for this (and a lot of other) plugin not working. Most plugins need 32-bit Office.

    Managing several Sophos firewalls both at work and at some home locations, dedicated to continuously improve IT-security and feeling well helping others with their IT-security challenges.

  • 0

    Hi Justin,

    I just found a KBA article that relates to errors in installation of SOA with Windows, try the KBA here and let us know if that helps.

    Thanks

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to apijnappels

    This was in fact the issue.  The add-in does not work with 64 bit versions of office 365.  After removing and installing the 32 bit version, the add-in was visible and worked like expected.  Thank you for your help!

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