Troubleshooting installation or configuration

Use these tips to troubleshoot installation or configuration issues.

  • Issue: Error: Specified argument was out of range of valid values. Parameter name: entryValue
  • Solution: The Microsoft™ Outlook cache is corrupt. Follow these steps to clear the cache:
    1. From Windows™ Explorer, navigate to the following folder: C:\Users\<user>\AppData\Local\Apps\2.0
    2. Delete the \2.0 folder.
    3. Re-install IBM® Mail Sync.
  • Issue: Error: 
    Either there is no default mail client or the current mail client cannot fulfill the messaging 
request
  • Solution: This error can occur during installation when the Outlook registry is corrupt. To fix the problem, see Microsoft Support article 813745.
  • Issue: Error: Value does not fall within the expected range
  • Solution: Refer to the following table for the conditions that can cause this error and actions to take for each one.
    Table 1. Conditions and actions
    Condition Action to fix
    A corrupted Microsoft™ Outlook cache. Clear the cache, as described for the previous issue.
    A corrupted .NET Framework.
    1. Uninstall any currently installed version of Microsoft™ .NET Framework.
    2. Install Microsoft™ .NET Framework 4.5. For more information, see this page on the Microsoft™ site: https://www.microsoft.com/en-us/download/details.aspx?id=30653.
    3. Run the IBM® mail client installer again.
    A conflict with a version of Microsoft™ Visual C++ redistributable that is later than Microsoft™ Visual C++ 2010 redistributable.
    1. Uninstall any version of Microsoft™ Visual C++ redistributable that is later than 2010 x86/x64.
    2. Run the IBM® mail client installer again.
    3. If the IBM® Mail Sync install is not successful, complete the steps to repair a corrupted .NET Framework.
  • Issue: Error while the Microsoft™ Visual Studio Tools for Office (VSTO) file is installed, IBM mail add-in.vsto, or the file displays in the browser as XML instead of installing.
  • Solution: Install the VSTO runtime package directly from Microsoft™ at: http://msdn.microsoft.com/en-us/library/ms178739.aspx. Then, run the IBM® mail client installer again.
  • Issue: Error 1722 or an error in the Installing Office customization pane.
  • Solution: Complete the following steps:
    1. Open the Programs page in the Windows™ Control Panel.
    2. Uninstall Microsoft Visual Studio 2010 Tools for Office Runtime (x64).
    3. Uninstall IBM Mail Sync.
    4. Run setup.exe to reinstall the IBM® mail client.
  • Issue: When you try to start Outlook after uninstalling the IBM Mail client, you see the error Cannot start Microsoft Outlook.
  • Solution: This issue occurs when IBM Mail is your default profile and you choose not to be prompted to select a profile when you start Outlook. To correct the problem, delete the IBM Mail profile:
    1. Start the Windows Control Panel.
    2. Click Mail (32-bit).
    3. Click Show Profiles.
    4. Select the IBM mail profile.
    5. Click Remove and then Yes.
    6. Click OK.
  • Issue: The IBM mail client is disabled. For example, when you click File, IBM Mail isn't listed.
  • Solution:
    1. Click File > Options.
    2. Click Add-ins to list the add-ins.
    3. If the IBM® Mail client is shown under Disabled application add-ins, click Go.
    4. Select the IBM mail sync add-in and click OK.
    Outlook reloads the client.
    Note: If these steps do not work or the fix doesn't persist after a restart, run regedit and delete the following registry setting, if it exists: HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\IBM_mail_sync_add-in. Only use this option if you are an advanced user who is familiar with editing registry files.