What to do when SuperOffice Ribbon is not loaded and I get an error after opening my Outlook? 

The error pops up when the folder path to SuprOffice.Mail.Protocol.Handler.exe component in the Windows registry is wrong, often it points to an old installation and it needs to be updated to a new one. Please follow the steps below to learn how to fix it:

1. In the search box on the taskbar, type regedit. Then, select the top result for Registry Editor (Desktop app).
   
   
    
2. Navigate to the Computer\HKEY_CLASSES_ROOT\SOMail\shell\open\command (1) directory and double-click on the key (2).
   
   
    
3. Make sure that the folder path, which is found in the Value data field is pointing to the correct Mail Link installation location and has a symbol "%1" in the end.  E.g. "C:\Program Files (x86)\SuperOffice Mail Link\SuperOffice.Mail.ProtocolHandler.exe" "%1"
   
    
   
   To test it, copy the folder path, which you found in the Value data field (without SuperOffice.Mail.ProtocolHandler.exe part), and paste it in the Windows Explorer. It should open the Mail Link installation folder (1) and the SuperOffice.Mail.ProtocolHandler.exe file (2) should be in the folder. If the path does not exist or points to the old Mail Link installation, find the current Mail Link installation on your computer and change the path to the correct one.

 

Note! Incorrectly editing a registry can permanently damage your computer or server (if you work on Citrix/Terminal Server), so do not delete or adjust any key if you don't know specifically why you do it. We recommend to back up the Windows registry before making any change. You can find instructions on how to do it in this article.

If this did not help to solve your problem, please raise a support request with SuperOffice Support via Help -> Support inside your SuperOffice CRM application. 

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FAQ: What to do when SuperOffice Ribbon is not loaded and I get an error after opening my Outlook?