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Quick Link Client Add-In not Loading in 64-bit Versions of Outlook

  • Type: Knowledgebase
  • Date changed: 10 months ago
Solutions #00007411

Scope: 

ArchiveOne Enterprise, v6.5 or later

Answer:

PROBLEM

You have installed the ArchiveOne Quick Link Client add-in for a 64-bit version of Outlook but when you start Outlook the add-in is not loaded.


SYMPTOMS

When you try to retrieve an archived message the retrieval does not happen instead it just opens the stub message.

In Outlook 2010/2013,
  1. Click the File tab.
  2. Click Options.
  3. Click on Add-Ins. The AOnePolClient Addin is not listed in Active Application Add-ins, Inactive Application Add-ins or in Disabled Items.

ROOT CAUSE



AppSearch: Property: OUTLOOK15BITNESS, Signature: NewSignature12

MSI (c) (08:B8) [11:55:57:764]: Note: 1: 2262 2: Signature 3: -2147287038

MSI (c) (08:B8) [11:55:57:764]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE32\SOFTWARE\Microsoft\Office\15.0\Outlook 3: 2


AppSearch: Property: OUTLOOKBITNESS, Signature: NewSignature11

MSI (c) (08:B8) [11:55:57:764]: Note: 1: 2262 2: Signature 3: -2147287038

MSI (c) (08:B8) [11:55:57:764]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE32\SOFTWARE\Microsoft\Office\14.0\Outlook 3: 2

Comparing this to a log from a successful installation:


AppSearch: Property: OUTLOOK15BITNESS, Signature: NewSignature12

MSI (c) (DC:80) [12:13:32:419]: Note: 1: 2262 2: Signature 3: -2147287038

MSI (c) (DC:80) [12:13:32:419]: PROPERTY CHANGE: Adding OUTLOOK15BITNESS property. Its value is 'x64'.

AppSearch: Property: OUTLOOKBITNESS, Signature: NewSignature11

MSI (c) (DC:80) [12:13:32:419]: Note: 1: 2262 2: Signature 3: -2147287038

MSI (c) (DC:80) [12:13:32:419]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE32\SOFTWARE\Microsoft\Office\14.0\Outlook 3: 2

Note that both Office version 14 and 15 (2010 and 2013) are checked. If the following lines are not logged:

"PROPERTY CHANGE: Adding OUTLOOK15BITNESS property. Its value is 'x64'"

or

?PROPERTY CHANGE: Adding OUTLOOKBITNESS property. Its value is 'x64'?

when a 64-bit version of Outlook is installed, then the registry keys below either not present or not accessible:

Outlook 2010

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\14.0\Outlook] "Bitness"="x64"

Outlook 2013

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\15.0\Outlook] "Bitness"="x64"


RESOLUTION

You should forcibly run the MSI for Outlook 64-bit:
  1. Open a command prompt.
  2. Browse to the folder where the ArchiveOne Quick Link Client MSI is located.
  3. Run the command:
    For Outlook 2010:
    Msiexec /i "ArchiveOne Quick Link Client.msi" OUTLOOK14BITNESS="x64"
    For Outlook 2013:
    Msiexec /i "ArchiveOne Quick Link Client.msi" OUTLOOK15BITNESS="x64"

Once the installation is complete, confirm you can successfully retrieve a message from Outlook by double-clicking.