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Enterprise Vault Outlook Add-In "requires Outlook 2003 SP2 or later" though Outlook 2013 is installed

Created: 15 May 2013 • Updated: 21 Jun 2013 | 5 comments
This issue has been solved. See solution.

Not sure why the previosu thread with that same topic was locked, but I am experiencing the same issue whereby trying to install the EV Outlook Add-In on Outlook 2013 x64 yields the error message above.

I have the registry keys that were suggested in other messages (under HKCR and HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\Outlook.exe).

I have thousands of archived messages that I can't access anymore wince upgrading to Office 2013, a solution would be much appreciated...

Operating Systems:

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Rob.Wilcox's picture

 

The EV Outlook Add-in when it is loaded by Outlook checks:

 

HKEY_CLASSES_ROOT \ Outlook.Application \ CurVer

 

And breaks up the string that it finds there.

 

An example would be:

 

Outlook.Application.15

 

What does yours say?

franck102's picture

Exactly what you quoted:

HKEY_CLASSES_ROOT\Outlook.Application\CurVer: Outlook.Application.15

Note that the problem is happening when I run the installer, not when the addin is being loaded. I had a 10.0.0.1 add-in installed and couldn't open my archived items anymore, so I removed it and uninstalled, and I am now trying to install from

10.0.3_cumulative_hotfix_1\Enterprise Vault Outlook Add-In\Symantec Enterprise Vault Outlook Add-in.msi

Thanks!
Franck

John Ludlow's picture

Hi,

There's a few steps the install performs to detect different versions of Outlook. Since you're attempting to install on Outlook 2013, I'll concentrate on that version.

Firstly, it looks for this key:

HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\OUTLOOK.EXE

It then uses the value to look for the version of Outlook. If this is greater than 11.0.6564.0, it sets the property OUTLOOK_2003_OR_LATER. If it's greater than 12.0.0.0, then it sets the property OUTLOOK_2007_OR_LATER. Since you have 2013, you'd expect both of these to be set.

AppSearch: Property: OUTLOOK_2003_OR_LATER, Signature: flOutlook
MSI (c) (78:38) [15:46:25:789]: PROPERTY CHANGE: Adding OUTLOOK_2003_OR_LATER property. Its value is 'C:\Program Files\Microsoft Office\Office14\outlook.exe'.
AppSearch: Property: OUTLOOK_2007_OR_LATER, Signature: flOutlook2007
MSI (c) (78:38) [15:46:25:804]: PROPERTY CHANGE: Adding OUTLOOK_2007_OR_LATER property. Its value is 'C:\Program Files\Microsoft Office\Office14\outlook.exe'.

The above is from an MSI log on an Office 2010 system since I didn't have an Office 2013 system to hand. To enable MSI logging, read this article: http://support.microsoft.com/kb/314852 (and yes, this works on all current versions of Windows, not just XP).

Another thing you can check search for in the log is CheckOutLookVersion.  The MSI log output looks like this:

1: Checking version of: C:\PROGRA~1\MICROS~2\Office14\OUTLOOK.EXE
MSI (c) (78!A8) [15:46:25:695]: PROPERTY CHANGE: Adding OUTLOOK_VERSION_MAJOR property. Its value is '14'.
MSI (c) (78!A8) [15:46:25:695]: PROPERTY CHANGE: Adding OUTLOOK_VERSION_MINOR property. Its value is '0'.
MSI (c) (78!A8) [15:46:25:695]: PROPERTY CHANGE: Adding OUTLOOK_VERSION_SP property. Its value is '6126'.
MSI (c) (78!A8) [15:46:25:695]: PROPERTY CHANGE: Adding OUTLOOK_VERSION_BUILD property. Its value is '5003'.
1: File Version: 14.0.6126.5003
MSI (c) (78!A8) [15:46:25:695]: PROPERTY CHANGE: Adding OUTLOOK_VERSION property. Its value is '14.0.6126.5003'.

Given this, I'd recommend that you check the actual version of outlook.exe (by right clicking the file, and opening the shortcut, and going to the Details tab).

 outlook.png

(Again, this is Outlook 2010).

 

After confirming the version is what you expect, attempt the install with logging enabled (or grab a log from a previous install if you had logging enabled), and look for OUTLOOK_2003_OR_LATER to see if that property is set with a value.

 

These steps should either point to an issue with your Office install, or help us diagnose the issue further.

 

Hope that helps

SOLUTION
John Ludlow's picture

One thing I should also have asked is what version of the Addin are you trying to install?