BigChange Microsoft Outlook Add-in: Troubleshooting Guide

  • Updated

Understanding the BigChange Microsoft Outlook Add-in

  • The BigChange Microsoft Outlook Add-in allows users to attach emails to Notes within the CRM, enhancing remote work capabilities.
  • It is available for both desktop Outlook and Outlook Online.
  • The add-in can be downloaded from the Microsoft Store here.

 

Troubleshooting Common Issues

The Microsoft Outlook Add-in is hosted on the Microsoft Store and allows customers to easily add emails to existing notes or create new notes from within the add-in itself. It is available to BigChange customers free of charge, however, users must be running supported versions of Microsoft Office.

Supported versions are clearly shown on the Microsoft Store Listing. Whilst BigChange does all it can to support the add-in, there are unfortunately some errors that can only be corrected by our customers/customers' IT teams.

This is due to the mail infrastructure being outside of BigChange’s control. For these issues, we can only provide an explanation as to the cause and suggest corrective action.

 

Error Codes: 5012 & 50092

  • Error Message: 'This email could not be processed. Please try again in 5 to 10 minutes, to allow Outlook to process the email first' or 'Error Code 5012'.
  • Cause and Solution: These errors occur due to missing email headers, which are essential for linking emails to CRM notes. This issue is often related to the sender or recipient's email servers, possibly due to anti-virus software delays. Contact your email provider for assistance or try adding yourself as a recipient (cc or bcc) to resolve the issue.

Error Code: 5005

  • Error Message: 'You have insufficient privileges to run this add-in' or 'Error Code 5005'.
  • Cause and Solution: This error indicates that the user lacks 'Contact Note View' permissions. Ensure these permissions are enabled.

Error Code: 5006

  • Error Message: 'An error occurred and your email was not attached to the note' or 'Error Code 5006'.
  • Cause and Solution: This may happen if the add-in loses its connection to the database, resulting in a Timeout Error. Check the ‘System Status’ tab for any known issues.

Error Codes: 5000, 5002, 5004, 5006, 5008, 5010, 50031 & 50032

  • Error Message: 'Connection Error', 'Initialisation Error', 'Server Error', 'Unable To Load User Information'.
  • Cause and Solution: These errors suggest latency in BigChange’s supporting systems. Refer to the ‘System Status’ tab for updates.

Dropdown List Not Positioned Correctly on Outlook Online

  • Error: Dropdown list of existing notes is not positioned correctly.
  • Cause and Solution: This occurs when the browser is not maximised. Maximise your browser window when using the add-in.

PDF of Email Not Generated Correctly

  • Error: PDF is not formatted correctly.
  • Cause and Solution: The PDF conversion software may struggle with certain email formats. This is a known issue across various software packages.

Some Elements are Missing from the Email in PDF Format

  • Error: Some elements are missing in the PDF.
  • Cause and Solution: Outlook deems certain elements unsafe, preventing their conversion to PDF.

Add-in Has to Restart Because it is Not Responding

  • Error Message: The add-in is not responding.
  • Cause and Solution: This occurs when the machine lacks sufficient power to execute code within 5 seconds. Consider upgrading to a more powerful machine.

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Add-in is Greyed Out

  • Error: The add-in is greyed out and unusable.
  • Cause and Solution: Outlook may disable the add-in if it fails repeatedly or if another add-in causes issues. Contact your IT department for further support.

Conclusion

The BigChange Microsoft Outlook Add-in is a powerful tool for integrating emails with CRM notes. While most issues can be resolved by following the troubleshooting steps outlined above, some may require assistance from your IT department or email provider. For further support, ensure your system meets the necessary requirements and check the ‘System Status’ tab for any ongoing issues.

Videos

For a visual guide on using the BigChange Microsoft Outlook Add-in, please refer to our instructional video.

 

  

 

 

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