Troubleshooting the Outlook Add-in#

This page covers the classic Outlook Add-in, installed with an MSI. Not sure which one you have? See Which add-in do I have?.

Start with these#

Close Outlook completely and start it again.
Check that the add-in is switched on, under File > Options > Add-ins. Make sure it is not on the disabled or slow add-ins list.
Reinstall with the latest installer, as administrator. This writes the registry values again from scratch.
Sign in to the FileCap portal in a browser with the same account, to confirm the account itself works.

Registry settings#

A missing or wrong Server or APIKey makes the add-in fail as it starts. An error such as “Object reference not set to an instance of an object” right after installation points here first.

The values live in one of these keys, depending on how the add-in was installed. The installer writes to HKEY_LOCAL_MACHINE by default.

HKEY_LOCAL_MACHINE\SOFTWARE\FileCap
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\FileCap
HKEY_CURRENT_USER\Software\FileCap
HKEY_CURRENT_USER\Software\WOW6432Node\FileCap

Name	Type	Value
`Server`	REG_SZ	The hostname, for example `filecap.company.com`
`APIKey`	REG_SZ	The key issued for that portal

Check that:

Server is the hostname only: no https://, no trailing slash.
Neither value picked up stray spaces from copying and pasting.
The API key belongs to this portal. On an MSP setup, each sub-portal has its own key.

Known conflict: server-side signatures#

Exclaimer and other server-side signature solutions are a known source of conflicts with the classic add-in. If one is in use, mention it when you report the problem, as it changes where we look.

The log#

The add-in writes to the Windows event log:

Event Viewer > Windows Logs > Application, source FileCap.

The default level is ERROR, so errors are recorded without changing anything first.

More detail#

If the error entry does not explain enough, raise the level with a DebugMode value in the same FileCap registry key as Server and APIKey.

Value	Type	Level
`0`	REG_SZ	Error. Also used when the value is missing or not recognised
`1`	REG_SZ	Informational
`2`	REG_SZ	Debug

Set DebugMode to 2, restart Outlook, reproduce the problem, then export the log.

Exporting the log#

Right-click the Application log, choose Save All Events As, and save it as a .evtx file.

Reporting it to us#

If the steps above do not resolve it, send the details below to support@filecap.com. Click the block to copy it.

FileCap Outlook Add-in (classic)

Add-in version:
Outlook version and build:      (File > Office Account > About Outlook)
Windows version:

Server value from the registry:
APIKey filled in:               yes / no
Server-side signature tool:     Exclaimer / other / none

What goes wrong, and when:      (opening the add-in / signing in /
                                 adding an attachment / sending)
Every time, or now and then:
One user, or several:

Attached: the exported .evtx, recorded with DebugMode set to 2

Please do not send the API key itself. Confirming that it is filled in is enough.