Outlook Extension toolbar not visible in Microsoft Outlook

Issue encountered

The Outlook Extension is hidden and may not appear in Microsoft Outlook under certain circumstances.

Possible causes

• The Outlook Extension is not installed properly.
• The Outlook Extension Add-in is not registered in Microsoft Outlook.
• The Outlook Extension Add-in is not enabled in Microsoft Outlook.

Possible solutions

To troubleshoot this problem follow these steps. After each step verify if the problem was solved. If the problem persists continue with the next step.

Step 1

Exit Outlook and restart it.

Step 2

Verify that Outlook Extension files are present in this path: C:\Program Files\GFI OneConnect\Outlook Addin\.

• If the files are not present in the Outlook Addin folder the install did not finish correctly. Uninstall using the same method you used to install, and try again.
• If the files are present in the folder continue with the next step.

Step 3

Ensure that the following registry keys exist.

Location	Key
HKEY_LOCAL_MACHINE\Software\GFI\OneConnect\Help	FeatureDir HelpDir
HKEY_LOCAL_MACHINE\Software\GFI\OneConnect\Install	RegisteredVersion Working Directory
HKEY_LOCAL_MACHINE\Software\GFI\OneConnect\Integrated Search	OE Working Directory Store Provider Directory
HKEY_LOCAL_MACHINE\Software\GFI\OneConnect\LogSettings	FlushAll FlushUpdate LogFilePath SeverityLevel TruncateAfter
HKEY_LOCAL_MACHINE\Software\GFI\OneConnect\Persistent	InstallDir
HKEY_LOCAL_MACHINE\Software\GFI\OneConnect\Timers	CheckStateTimer EnableControls InitTimer LoginStatusTimer LoginResetTimer PollTimer RetrieveTimer StartSMTImer SwitchToOfflineTimer
HKEY_LOCAL_MACHINE\Software\GFI\OneConnect\WebRequests	authToken EMailDir HostName MsgFileSizeKB Username

• If any keys are not present in the registry the install did not finish correctly. Uninstall, using the same method you used to install, and try again.
• If the keys are present, continue with the next step.

Step 4

Check the Add-ins list in Microsoft Outlook. To do this:

1. Open the Microsoft Outlook COM Add-ins list:

• Outlook 2007: Open Help > Privacy Options > Add-ins > Manage, select COM Add-ins, and click Go.
• Outlook 2016, 2013 and 2010: Open File > Options > Add-Ins > Manage, select COM Add-ins, and click Go.

2. If the Outlook Extension is in the list, but not checked, check the box.
3. If the Outlook Extension is not in the list:

1. Click on the Add button in the COM Add-Ins dialog. Browse to the directory where Outlook Extension is installed and select m1ext.dll.
2. Once Outlook Extension appears in the list of COM Add-Ins, make sure to check the box next to it.

4. If the Outlook Extension is in the add-in list and checked, go to the next troubleshooting step.

Step 5

Ensure that Outlook Extension is not disabled by Outlook. Check in the below location and if the Outlook Extension is listed as disabled, select it, and click Enable.

• Outlook 2007: Open Help > Privacy Options > Add-ins > Manage, select Disabled Items, and click Go.
• Outlook 2016, 2013 and 2010: Open File > Options > Add-Ins > Manage, select Disabled Items, and click Go.