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What to do when a new e-mail dialog does not open after clicking on an e-mail address or the E-mail button in SuperOffice CRM?

Updated on 28 Dec 2021

I want to send a new e-mail using the Outlook application and clicking on the e-mail address in SuperOffice. Now when I click on any e-mail address (1) it opens the SuperOffice e-mail dialog. When I right-click on a contact and choose the Send an e-mail (2) option it is greyed out. And the E-mail button (3) in the top menu is gone. Why does it happen and how do I fix it?





There are four known situations when the problem occurs:


 

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When SuperOffice Web Tools are not installed or connected

In this situation you need to install or reconfigure SuperOffice Web Tools. Please check these FAQs for the instructions on how to do it:

FAQ: How do I download and install Web Tools for SuperOffice CRM?

FAQ: What to do when e-mails and documents from SuperOffice CRM stopped opening with Microsoft Office programs?

 

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When the Outlook desktop app is installed and SuperOffice Mail Link tries to use it

In this situation you are able to archive e-mails from Outlook, but when you try to create a new e-mail by clicking on a contact's e-mail address or use the E-mail button on the Toolbar -– the dialog does not get populated, you see only “Performing tasks...” notification in the right corner of the screen. Please read this FAQ for further details on troubleshooting and fix.

 

 

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When the Windows registry’s reference to SuperOffice.Mail.ProtocolHandler.exe file is corrupted

In this situation we suggest to:

  1. Make sure that SuperOffice.Mail.ProtocolHandler.exe exists in the installation folder.


     
  2. The path to the SuperOffice.Mail.ProtocolHandler.exe file in Windows Registry is correct and not corrupted.


     

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When there is a mismatch between MS Office Bitness value in the Windows registry and version, installed on the computer

In this situation we suggest to read this FAQ to learn how to troubleshoot it.

 

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When an antivirus program on a computer has a script-blocking setting enabled

If your antivirus blocks scripts, it will prevent SuperOffice Outlook Mail Link to creates a new 'Outlook.application object'. 

To make sure if this is the problem in your case, you can get a script to run a test (please contact SuperOffice Support to get it). If you get a success message, the script blocking is not enabled. If you get another message, this indicates that script blocking could be a problem. In this case, we suggest:

  1. Make sure Script-blocking registry does not exist in the Outlook Application root in the Windows registry. If it exists, please delete it.


     
  2. Check if files ScrBlock.dll and scrauth.dll exist on your computer. You can disable them, by renaming files.

 

More information

FAQ: How do I reinstall SuperOffice Ribbons in Microsoft Office (Word, Excel, PowerPoint) applications?​

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