What to do when an Outlook e-mail dialog does not open after clicking on an e-mail address in SuperOffice CRM?
Updated on 26 May 2025I 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) I get a pop-up that I need to log on to an e-mail server. When I right-click on a contact and choose the Send an e-mail (2) option it is greyed out. Why does it happen and how do I fix it?
There are four known situations when the problem occurs:
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When the Outlook desktop app is installed and SuperOffice MailLink tries to use it
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When the Windows registry’s reference to SuperOffice.Mail.ProtocolHandler.exe file is corrupted
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When an antivirus program on a computer has a script- blocking setting enabled
When SuperOffice WebTools are not installed or connected
In this situation you need to install or reconfigure SuperOffice WebTools. Please check these FAQs for the instructions on how to do it:
FAQ: How do I download and install WebTools for SuperOffice CRM?
When the Outlook desktop app is installed and SuperOffice MailLink 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.
When the Windows registry’s reference to SuperOffice.Mail.ProtocolHandler.exe file is corrupted
In this situation we suggest to:
- Make sure that SuperOffice.Mail.ProtocolHandler.exe exists in the installation folder.
- Check if the path to the SuperOffice.Mail.ProtocolHandler.exe file in Windows Registry is correct and not corrupted.
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.
When an antivirus program on a computer has a script-blocking setting enabled
If your antivirus blocks scripts, it will prevent SuperOffice Outlook MailLink 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:
- Make sure Script-blocking registry does not exist in the Outlook Application root in the Windows registry. If it exists, please delete it.
- Check if files ScrBlock.dll and scrauth.dll exist on your computer. You can disable them by renaming files.
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