Troubleshooting SuiteFiles Outlook Add-in Issues

The SuiteFiles Outlook add-in is a powerful tool for managing your files, but occasionally you might encounter issues that need resolving. This comprehensive guide covers all common problems and their solutions to assist users effectively.

Common Outlook Add-in Issues

1. SuiteFiles Outlook is Slow to Load

The most common reason the SuiteFiles Outlook add-in disappears is that Outlook flags it as slow to load and disables it. This issue is quite common, and usually goes away after applying this fix once. Here's how to fix it:

1. Click the File tab in Outlook.
2. Click the Manage COM Add-ins button under the "Slow and Disabled COM Add-ins" section.
3. Find SuiteFiles for Outlook in the list. If it’s disabled, you’ll see a message indicating it was disabled due to slow loading, as shown below:

   

4. Select Do not monitor this add-in for the next 30 days to prevent Outlook from disabling it again. Note that this setting may need to be reapplied every 30 days.
5. Click Apply, then Close, and return to your inbox.

Alternative View: You can also access the COM Add-ins window via File Options Add-ins, as shown below:

Additional Screenshot: Once enabled, the COM Add-ins window should show SuiteFiles for Outlook as active:

2. SuiteFiles Outlook Inactive

If SuiteFiles Outlook is not listed in the "slow to load" add-ins area, Outlook may have marked it as inactive. To reactivate it:

1. Click the File tab.
2. Click the Options menu item.
3. Choose the Add-ins menu option. Look for SuiteFiles for Outlook under Inactive Application Add-ins and click the Go... button.
4. Check the box next to SuiteFiles for Outlook and click OK.

3. Enabling via Developer Menu (Advanced)

In some cases, the SuiteFiles add-in cannot be re-enabled through standard settings. During the support call, Angus used the Developer menu to enable it from the "Disabled Items" section. Here’s how:

1. Go to the File tab in Outlook.
2. Click Options, then select Customize Ribbon.
3. Check the box for Developer to enable the Developer tab, then click OK.
4. Go to the Developer tab and click COM Add-ins.

   

5. In the COM Add-ins window, click the Disabled Items button.
6. Find SuiteFiles for Outlook in the list and click Enable.

   

7. Restart Outlook to apply the changes.

4. Authentication Issues and Login Loops

Users often experience a login loop during authentication, where the SuiteFiles login window kept reappearing. This is due to conflicts between an old version ("Open SuiteFiles Outlook") and the new version of the add-in. Here’s how to resolve it:

1. When prompted, you may see the SuiteFiles login window:

   

2. Go to File Manage COM Add-ins.
3. Look for multiple SuiteFiles entries (e.g., "Open SuiteFiles Outlook"). Remove the old version by unchecking it or clicking Remove.

   

4. If necessary, reinstall the latest SuiteFiles Outlook add-in from the SuiteFiles website.
5. Attempt to authenticate again. If the loop persists, verify your credentials by logging into SuiteFiles via the web browser.

Advanced Removal: If the old version persists in the ribbon:

1. Go to File Options Customize Ribbon.
2. Uncheck the old version (e.g., "Open SuiteFiles Outlook") and click OK.

5. Registry Update

To make the changes required:

1. Close Outlook.
2. Click the Start button, type regedit, and open the app.
3. Confirm by clicking Yes.
4. Navigate to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\TheFullSuite.SuiteMail.
5. Ensure the LoadBehaviour value is set to 3 (Hexadecimal).
6. Click OK and close the Registry Editor.

6. Script Error Message

Occasionally, a script error message may appear during installation. If this happens, click Yes to proceed.

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