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EV Client Issue

Created: 31 May 2013 • Updated: 29 Jun 2013 | 8 comments
This issue has been solved. See solution.


We have EV 10.0.3, and outlook 2010 on users desktops. All user have Outlook add-in, however one partitcular user don't get the EV client Tab in outlook. We have tried uninstall, reinstall, ResetEVClient.exe etc. but in Add-in it shows "Inactive" rather than disabled or enabled,

How can we fix this issue please? Any suggestion?

Operating Systems:

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Rob.Wilcox's picture

Is Outlook connecting via RPC/HTTP (ake Outlook Anywhere), and the desktop policy is set to disable the add-in?

Have you got a client trace?

ia01's picture

Yes Outlook Anywhere.

We have tried setting the Reg Key for LoggingLevel to 3 and retarted the outlook after ticking the box to enable EV Client Addin, but not even getting any log file in %temp%

Rob.Wilcox's picture

When installing .. did you use setup.exe ?  Not the MSI ?

Rob.Wilcox's picture

hmm, is this one or all clients? Is it the true Symantec package, or a repackaged MSI?

Sounds very odd that you're getting NO log file at all.  You turned logging on via the registry right?

Every user profile the same on this machine?

ia01's picture

Just one client is having this issue. The client was installed from EV 10.0.3 DVD and the same installed for all users.

Yes turned on logging via registry, but no logs.

Only have one user profile on that machine.

TonySterling's picture

What OS is the users desktop?  Does the user have other Outlook add-in's installed?

Also, can the user log into another workstation and the see the EV buttons?  The user is enabled, aren't they?

ia01's picture

Funny enough, after couple of days the EV Tab just appeared in Outlook. We have seen the same behaviour for another user. Not sure what's causing the issue though.