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Problem

One of the following occurs when using Outlook Extensions:

  • Enable Email Sync is turned on but emails aren't automatically syncing
  • Activities/Tasks aren't automatically syncing 
  • An error occurs in Outlook asking you to check your error log

Solution

The Outlook Extensions error log needs to be reviewed to view full details of any errors and to confirm if emails are automatically syncing. As error logging is disabled by default, error logging will need to be enabled.  Once enabled, any errors and email syncing will be logged and the error log can then be provided to FastTrack Support for further investigation.  

Enable Error Logging

  1. In Outlook, click Add-ins menu

  2. Click Settings

  3. Click Task and Error logging
    1. Tick Allow local logging
    2. Click Submit

Send Error Log to FastTrack Support

After logging has been enabled for at least a day or in the case of an error, the error has occurred, the error log needs to be sent to FastTrack Support. To do this:

  1. In Outlook, click Add-ins menu
  2. Click Settings
  3. Click Task and Error logging
    1. Click Open Log File - this will open the file in a text editing program such as Notepad. If you are asked to select a program, select Notepad or a similar text editing program.
    2. Click File > Save As > save the file to a location on your computer - how to do this may differ if using a program other than Notepad
  4. Log into our Service Desk Portal and either raise a new request or open the existing request for Outlook Extension - if you do not have access to the Service Desk Portal, forward the error log to your FastTrack Administrator (FTA)
  5. Attach the error log to the request

If when clicking Open Log File the file cannot be opened as it's too large, a new error log file will be created. Your FTA will need to lodge a request via the Service Desk Portal for the Support Team to assist with this.

Disable Error Logging

Once the issue has been resolved, error logging should be disabled to stop the error log become too large to open in future.

  1. In Outlook, click Add-ins menu
  2. Click Settings
  3. Click Task and Error logging
    1. Untick Allow local logging
    2. Click Submit








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