Troubleshooting

(Re)Configuration Fails

The Add-in is configured or reconfigured by "Send"ing a message to CODE@CsOA.CheckTLS.com. This tells the Add-in to fetch your Fixed Config File. It is not supposed to send an email.

If it does send an email instead, likely resulting in a bounce message from CheckTLS, then the Add-in is not working. See the next steps to fix the problem.

Check that the Add-in is Installed

  1. Open Outlook
  2. Start a new email
  3. Enter any address in the To: field (e.g. test@checktls.com)
  4. Enter "version.version.version" (no quotes, no caps, two dots) in the Subject: field (click to enlarge)
    Version dot command
  5. Click Send
  6. A small window should popup with the version of the Add-in installed on your PC
    Version dot command result
  7. If the window does not popup and the email sends instead, you have not installed the Add-in correctly
    You can try the Installation LINK again, and be sure you answer all the questions such that the installation proceeds
    A successful installation results in this screen: (click to enlarge)
    Successful install

Check that the Add-in is Enabled

  1. Open Outlook
  2. Navigate to COM Add-Ins, either by
    • Choosing COM Add-Ins from the Developer menu, or
    • entering COM in the "Tell me what you want to do" box at the top of your screen and then choosing COM Add-ins in the pull-down, or
    • under the File menu, choose Options in the left pane, then Add-ins in the left pane, then Manage: COM Add-ins and Go... at the bottom of the right pane
  3. COM Add-In Screen
  4. If CsCheckTLS_OA is not listed, then use your normal installation process to install it.
  5. If CsCheckTLS_OA is listed but not checked, check the checkbox and click OK.
  6. Select COM Add-Ins again and make sure the checkbox is still checked — if not, see the next step.
  7. Close and re-open Outlook

Enabling a Stubbornly Disabled Add-in

  1. Open Outlook
  2. Navigate to Disabled COM Add-Ins by (same steps as above but choose Disabled COM Add-Ins)
  3. Highlight the CsCheckTLS_OA line and then click Enable
  4. Close and re-open Outlook

Preventing the Add-in From Timing-Out

deprecated 29 Aug 2019: version 01.22 does startup logic on first send not at startup so it never times-out. You can check your CsOA version by sending an email with Subject: version.version.version (three "versions" and two "dots").

The PowerShell script below will tell Windows that the Add-in is allowed to take time to start. You will have to download it and save it on your hard drive, then run it; PowerShell scripts cannot be directly run from the Internet.
Enable_AddIn.ps1

Removing a Stubborn Add-in

  1. Open Outlook
  2. Navigate to COM Add-Ins, either by
    • entering COM in the "Tell me what you want to do" box at the top of your screen and then choosing COM Add-ins in the pull-down, or
    • under the File menu, choose Options in the left pane, then Add-ins in the left pane, then Manage: COM Add-ins and Go... at the bottom of the right pane
  3. Highlight the CsCheckTLS_OA line and then click Remove
  4. Close and re-open Outlook
  5. See if the problem is fixed, if not continue with
  6. Close Outlook
  7. Use Windows Add/Remove Programs to uninstall CsCheckTLS_OA
  8. Open Outlook
  9. See if the next section

...cannot be installed because another version is currently installed...

This can be the result of left over registry entries from a previous Add-in install. Microsoft says this should not happen, but... These steps delete the hanging entries:

  1. Close Outlook
  2. Press Start+R. In the Run command prompt type regedit and press enter
  3. Navigate to HKEY_CURRENT_USER\Software\Microsoft\VSTA\Solutions
  4. Open each of the {GUID}s and look for the one with a DWORD "Url" with CheckTLS in it
  5. Delete the entire {GUID}
  6. See if the problem is fixed, if not continue with
  7. Navigate to HKEY_CURRENT_USER\Software\Microsoft\VSTO\SolutionMetadata
  8. Delete the entry named "https://www.checktls.com..."

If All Else Fails

  1. Use Windows Add/Remove Programs to repair Outlook
    • Close Outlook
    • open Windows Add/Remove Programs
    • if you have a Microsoft Office 365 entry, click it
      • Click Modify
      • Choose Quick Repair
    • if you have an Office entry, click it
      • Click Advanced Options
      • Click the Repair button (under Reset heading)