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Troubleshooting

Please check the Known Issues section of this document first, to determine if the issue attempting to troubleshoot is noted in that section.

Installation

During the installation of the Add-In the following pre-requisite packages are downloaded and installed, if they do not already exist on the PC :

  • Microsoft .NET Framework 4.5.x
  • Microsoft Visual Studio 2010 Tools for Office Runtime
  • Microsoft Visual C++ 2013 Redistributable

If a firewall blocks the download of these Microsoft packages it may be necessary to reach out to the local IT/network staff for assistance in downloading and installing these packages manually.

Add-in connection problems

The Outlook Add-In uses the https protocol to connect to the web services of the Inova Partner application. If during the configuration of the Add-In the connection to the Inova Partner application is not working, check the following :

  • Verify that the URL, user name and password being used for the Add-In configuration, and that the Inova Partner application is available, by using the same information in a browser on the same client machine to log into the Inova Partner application;
  • Note that the user name and password are both case sensitive.
  • NOTE: When authentication via LDAP or Active Directory is being used, it is advised that the password be entered BEFORE The user name. By doing it in this order the chance that the user’s account will be disabled is diminished, if there is a setting in LDAP/AD that will disable the account after X number of login attempts with a bad password.
  • The Inova Partner application uses SSL (via https) by default; the security certificate must be valid and known to the client machine otherwise the Add-In will not be able to make the connection to the Partner application.
  • Check with the local network staff to see if the URL domain being used for the Add-In is added to any local white lists, as needed.
  • Check with an application administrator to be sure the user’s account within the application has the rights for Web Services enable.
  • If using a proxy, be sure the URL is configured in the proxy and proxy authentication, if needed.

Logging

The Inova Add-In for Outlook client has logging capabilities which can be configured if issues arise. The team at Inova can assist with logging configurations if they are needed.
To access the logging configuration settings, from the Inova Add-In ribbon in Outlook, click on the “Settings” button. The Inova Add-In Configuration dialog box will be displayed. In the upper-right corner of the dialog box, click on the ‘note’ icon:
The following dialog box will then be displayed:
Both the “Standard log” and the “Detailed service log” can be enabled from this dialog box. Other options include log file location and name as well as the log level for standard logs. Configure accordingly as directed by Inova.

Once logging configurations have been selected, click the “Save”’ button, and then click “Save” again on the Inova Add-In Configuration dialog box.
To disable logging, navigate back to the Logs settings dialog box and uncheck the “Log enabled” box(es) and then click the “Save” buttons on each of the dialog boxes.

Add-in disabled

We have observed on occasion that Outlook add-ins can get disabled. This happens with any add-in and not only the Inova Add-In for Outlook. (If using Office/Outlook 2013 see the note at the end of this section.)
If, when Outlook is opened, the “Inova” tab is no longer available above the ribbon, it’s probable that the Inova Add-In has been disabled. Re-enabling the Add-In can be accomplished by following these steps:

  • Click on the “File” tab;
  • Choose “Options” from the menu; the Outlook Options dialog box will be displayed;
  • From the left-side menu on the Outlook Options dialog box, click on “Add-Ins”;
  • In the list of Add-ins, look for the Add-In with the name “InovaPushAddIn”, as seen in the following screen shot:
  • If the Inova Add-In is not listed here, the Add-In is most likely disabled;
  • To re-enable, near the bottom of the dialog box, next to the word “Manage” select “COM Add-ins” from the drop-down menu and click the “Go…” button;
  • On the “COM Add-Ins” dialog box, find the “InovaPushAddIn” and select the box next to it so that it is checked, as follows:
  • Click the “OK” button; focus is reverted back to the Outlook client and the “Inova” tab should now be available.

More information on this article.

NOTE: If using Office/Outlook 2013 there is a workaround to prevent the Add-In from being disabled by Outlook upon startup. Administrators can override this behavior and force the Add-In to always be enabled by using the Office 2013 Group Policy Adminstrative Templates “List of managed add-ins” policy. For more details, and an example, see this article on Microsoft’s TechNet, specifically in the table “Managed Add-ins settings” the row with the setting name of “List of managed add-ins (Outlook)”.
(https://technet.microsoft.com/en-us/library/cc178992%28v=office.15%29.aspx)

Updating the add-in

The Outlook Add-In will, upon Outlook starting up, check itself to determine if the version installed is the current version. If the version installed is not the current version the Add-In will update automatically by pulling the latest version from the Inova web server.
If automatic updates are not desired, the initial installation of the Add-In should be done using the steps detailed in the Alternate Installation section. In this case, when the Add-In needs to be updated, obtain the new installation package from Inova and place in the same directory as the old one. Upon startup, Outlook will check this location to determine if the current version is installed and will then install the version that exists in this directory.

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