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 HCL 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.
  • 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 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 mail client installer again.
    3. If the HCL 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, HCL 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. Then, run the HCL 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 HCL Mail Sync.
    4. Run setup.exe to reinstall the HCL mail client.
  • Issue: When you try to start Outlook after uninstalling the HCL Mail client, you see the error Cannot start Microsoft Outlook.
  • Solution: This issue occurs when HCL 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 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 mail client is disabled. For example, when you click File, HCL Mail isn't listed.
  • Solution:
    1. Click File > Options.
    2. Click Add-ins to list the add-ins.
    3. If the HCL Mail client is shown under Disabled application add-ins, click Go.
    4. Select the HCL 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\HCL_mail_sync_add-in. Only use this option if you are an advanced user who is familiar with editing registry files.
  • Issue: Completely uninstall HCL Traveler for Microsoft Outlook.
  • Solution: Go to HTMO Program Directory (default is C:\Program Files\HCL\HCL Traveler for MS Outlook) and delete entirely the HTMO folder.