Outlook add-in and modules issues

Problem: When trying to post to ClientSpace, receive an error "No HTTP resource was found that matches the request URI"

Solution: The workaround solution is to remove the "s" from HTTPS and then add it back.

In your browser settings, ensure that your pop-up blocker is disabled.

To apply the workaround solution:

1. In Settings, in the URL field, remove the "s" from HTTPS.
2. Tab out of the field.
3. Click Post to ClientSpace.
   The error displays.
4. In the URL field, add the "s" back to HTTP.
5. Tab out of the field.
6. Click Post to ClientSpace.
   The problem should be resolved. If you need additional assistance, please log an Extranet case.

Problem: A user attempts to create a case or task from the Outlook add in and they receive the error "Error: pwInternetExplorerRequiredException - Internet Explorer Required". When checked they are on an appropriate version of Internet Explorer and the browser settings appear correct.

Cause: Microsoft will often push changes to Internet Explorer through Windows updates that can cause unexpected behavior in the browser.

Solution: Update to the latest version of the browser and check to ensure the update did not overwrite any of the browser configuration settings. This error is most commonly caused by the compatibility mode settings getting changed.

Additional considerations for Internet Explorer 10+: With Internet Explorer 10 and up, Microsoft made some major changes to the way the browser handles JavaScript and other web technologies, which can cause unexpected behavior in the application. To avoid these issues, you should set your browser to use compatibility mode for the ClientSpace application.

Set Compatibility mode through the following steps:

Problem: You open Outlook and log into ClientSpace using the outlook add in, but when you attempt to Create a case or task you receive an error that simply says "null".

Cause: Older versions of the Outlook Add-In allowed you to store an invalid URL configuration which contained a trailing slash (https://your.clientspace.net/). This has been corrected with later versions of the application which strip the trailing slash from the URL on save.

Solution: Remove the trailing slash from the URL by logging out and logging back in to the ClientSpace Outlook Add-In.**

** A best practice would be to uninstall the Outlook Add-In and re-install it from the latest version that can be found in the Admin Workspace in ClientSpace. For Instructions to uninstall / re-install the add-in, see Email add-in for Outlook.

Problem: You attempt to attach a file using the Outlook Add-In and you receive the error "Server Error: 404 - File or directory not found. The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable.

Cause: You have exceeded the maximum file size for attaching through the Outlook Add-in.

Solution: The maximum file size for the Outlook Add-in is 5mb, however you can upload up to a 20mb file through the ClientSpace UI. Try zipping the file to make it smaller then uploading from Outlook, or open ClientSpace and manually attach the file in the UI.

This error also occurs if the File attachment size (20 mb) is exceeded anywhere within the application. Try zipping or reducing the file below the 20mb limit to resolve this issue.

Problem: Unable to attach email or emails with attachments from Outlook Add-In. No error message is given, you connect to ClientSpace from the add-in and select a dataform/Workspace, but the attachment never happens.

Cause: Conflicting outlook plugin is causing part of the process (normally the pop-ups for selecting a contact / confirmation message).

Solution:

Problem: When a client is trying to attach an email from the Outlook add-in, Outlook does not prompt to select the associated contact. Instead, the Contact is defaulted to an apparently random contact in the system.

Cause: One of the email addresses on the email is incorrectly associated with a contact record in ClientSpace. This was most likely caused by a user input mistake.

Solution: Update incorrect email address on contact.

Problem: For some ClientSpace emails the Edit Case or Edit Task button appears to be missing when using the Outlook Add-In.

Cause: Email Header information has been stripped off - likely by the Clients Network security. The Outlook add-in reads the emails header information to determine if the email has links to an editable element in ClientSpace such as a task or case.

Solution: Check the header information for the email in question:

This section should contain information about the ClientSpace element that produced the email. It is possible that a firewall or some other Network Security device has removed this header information. If this area has been stripped of information, contact your local IT department to see if it is possible to remove these restrictions.

Problem: Previously, when opening an email in Outlook, there was an option to edit the case. That option seems to be missing on some emails.

Cause: Firewall / Antivirus settings are stripping email header information. The URL link used by the edit functionality is stored in the header information of the email itself. Certain Firewall and / or antivirus/malware systems can strip this information from the email, removing the remote edit functionality in the Outlook Add-in. Check this by opening the email in a separate window (pop-out in MS Outlook), then go to File Properties to see the Internet headers information. If this is missing or has replaced by a message such as "Removed by Symantec Firewall", the ClientSpace domain needs to be authorized.

Solution: Contact your Network security administrator about the problem. They may be able to add the pertinent ClientSpace domain to your Network security unrestricted list, thereby allowing the header information from ClientSpace to remain on the emails.

Problem: You are attempting to install the Outlook Add-in for ClientSpace when the installer fails with the error 'The MS Interop assemblies are not installed, unable to continue installation.'

Cause: Insufficient rights on the installing account. The Installer needs complete access to the Windows system registry, attempting to install with a non-administrator account on the machine can cause the install to fail.

Solution: Re-install the Outlook add-in using an account with Administrator access on the machine.

Problem: Each time the user opens Outlook, the ClientSpace Outlook Add-In is disabled.

Cause: Insufficient rights when running Outlook client

Solution: Run Outlook as administrator

Problem: When you open Outlook the ClientSpace add-in is disabled. You can re-enable the add-in using the steps Outlined here but when you close Outlook, the add-in is disabled again.

Cause: Outlook must be run with administrative privileges.

Solution:

Problem: You attempt to use the Outlook Add-In to connect to ClientSpace and perform an action, such as creating a case. The Client Service Case detail form is presented, but when you try to select a Category (or any other lookup) you received the error: "fnShow: Access Denied" and cannot proceed further.

Cause: Internet Explorer setting is causing windows to default to the 64-bit version of IE when open the browser from the add-in.

Solution: Update Internet Explorer settings to disable "Protected Mode"

Your local IT administrator may have locked these settings down on your machine for security purposes. If you are unable to change these settings, your IT admin will need to perform these actions as an administrator of the machine. More information on this issue may be found in the following Microsoft Article: https://support.microsoft.com/en-us/help/2864914/enhanced-protected-mode-add-on-compatibility

Problem: While attempting to use the Outlook add-in you click the action button (Create Task, create case etc...) and you receive the error "Object doesn't support this property or method" you are prompted for whether to continue to run scripts on the page. Regardless of what answer you provide, canceling the error shows a blank gray screen and the word "Loading..."

Cause: The ClientSpace site is no longer in the list of sites for which pop-ups are allowed - this commonly happens after a Windows Update.

Solution: Add the ClientSpace site domain to the list of allowed sites for pop-ups.

In Internet Explorer:

Problem: Unable to login to ClientSpace using the Outlook Add-In. When the user attempts to login they receive the error "Your cached credentials are bad". Uninstalling and re-installing, then re-entering the user's credentials does not resolve the issue.

Cause: Login credentials that are cached on the machine do not match the current username/password in ClientSpace. This should be removed and reset with an Uninstall/Reinstall, but in some cases it does not.

Solution:

Problem: Outlook software disables the ClientSpace add-in whenever Outlook is closed and reopened.

Cause: Installation defaults to "everyone" during the install process, but there is a security setting on the machine policy that prevents the logged in user from accessing non-profile specific data.

Solution:

Problem: Outlook add-in appears to be installed properly, but the Kandu Icon does not appear in the Ribbon bar and no functionality is available.

Cause: Add-in is disabled

Solution: Re-Install the appropriate Outlook Add-in module

Problem: You run an Active Report which outputs to PDF, but when the report opens you find a page full of unreadable "garbage" characters instead of the report data.

Issue 1

Cause: An unreadable or missing font has been used in the report that Adobe Acrobat is unable to process. Acrobat provides you the ability to add fonts to the application from your local desktop. If these fonts aren't included in the report set, when the report tries to open the application cannot display the information and the data becomes garbled.

Solution: Create a support ticket with PrismHR. We may need to edit the Active report to use a more generic font and re-save the report.

Issue 2

Cause: The Active Reports PDF print functionality does not react well when the ClientSpace web environment is extremely active while running large PDF reports. A bad interaction between the Active Reports PDF distiller application and the ClientSpace Web Application pool can cause the PDF Distiller to generate these types of "Garbage" reports

Solution: Create a support ticket with PrismHR. Recycling the Application pool on your site manually will often resolve these intermittent issues.

Persistent PDF Issues

On very rare occasions the number of users / report interactions on an install can cause the bad interaction between the PDF Distiller application and the ClientSpace Web application pool to occur frequently. In these instances, it may be necessary to schedule a more frequent recycle of the ClientSpace application pool for your site. Create a support ticket with PrismHR. For assistance in determining if this additional step is necessary, log an Extranet case.

Problem: User receives a script error when typing in the Workspace field when trying to Attach Email from the Outlook Add-in.

Cause: There is a slash after the URL stored on the ClientSpace login page.

Solution: Log out of the Outlook Add-in. When logging back in, remove the slash from the end of the URL.***

**Current versions of the Outlook add-in resolve this issue by stripping the trailing slash from the URL when saving the login information. A best practice would be to uninstall and re-install from the latest version on the Admin Workspace.