cannot install outlook plugin for desktop PC

prozakis
Top Contributor

Any ideas ?

Capture.JPG

16 Replies 16
sharonlicari
Community Manager

Hey @prozakis 

 

Thank you for sharing this screenshot, it's really helpful. Could you please try the troubleshooting steps described here https://knowledge.hubspot.com/settings/sales-for-outlook-install-error-customized-functionality-in-t...?

 

Best,

Sharon


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0 Upvotes
GenesisStamford
Contributor

I'm having the same exact failure installing "hubspotforoutlookinstaller.exe". I've tried all the troubleshooting steps suggested to no success.  I really need to have this connection working correctly and it appears I'm not alone with this problem.

 

Windows 10 Home v1903

Outlook 2013

Up to date on all updates

0 Upvotes
prozakis
Top Contributor

Yes I did.

Each and every step . But no solution.

 

I installed the plugin 100s of times before without problems. Why now ?

 

What has changed to affect the installation and create the problem ?

0 Upvotes
sharonlicari
Community Manager

Hey @prozakis @GenesisStamford 

 

Could you please send me the following information?

 

  • Version of Outlook

  • Version of Windows

  • If possible, send the logs from Outlook (click on the HubSpot Sales icon >configure > click on “send report logs”). You can also access logs by navigating directly to C:\Users\%username%\AppData\Roaming\Sidekick\Logs

  • If possible, current version of HubSpot Sales (check the “about” button on the Sidekick ribbon in Outlook)

Thank you

Sharon 


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0 Upvotes
prozakis
Top Contributor

Hi,

any solution to this problem?

I cannot use hubspot anymore if I don't track and log my emails.

This is supposed to be a professional tool.

Please react to the problem !

0 Upvotes
sharonlicari
Community Manager

Hi @prozakis 

 

Can you please confirm you have removed the 2.0 folder when following the steps outlined here

 

If this doesn't work, could you please send me the above information?

 

Thank you
Sharon


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0 Upvotes
prozakis
Top Contributor

tried to remove the folders as per your previous message. No improvement

0 Upvotes
prozakis
Top Contributor
  • Version of Outlook

MS outlook for office 365 MSO (16.0.12325.20328) 64bit

 

  • Version of Windows

MS windows 10 pro / 10.0.18363 build 18363

 

  • If possible, send the logs from Outlook 

https://www.dropbox.com/sh/tdob60jscm9zgpo/AAAIzNuSh6q8rEP-RM65PZyka?dl=0

 

0 Upvotes
prozakis
Top Contributor

Hi.

 

Any news please ?

Have you checked the log files ?

Please advise

0 Upvotes
sharonlicari
Community Manager

Hey @prozakis 

 

Thank you for the detail information, I will investigate further with the team and I will get back to you as soon as possible.

 

Best

Sharon


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0 Upvotes
prozakis
Top Contributor

Hello,

 

any updates please ?

 

 One month completed, no progress.

 

Thank you 

 

Panos

0 Upvotes
sharonlicari
Community Manager

Hi @prozakis 

 

Apologies for the delay answer, I've been OOO. I got an answer from the team. Could you please confirm if you have the Microsoft Store version of Outlook.? If this is the case, then Microsoft Store version of Outlook does not support add-ins.

 

You can verify which version of Outlook you have by going to File > Office Account. Next to the "About Outlook" button, there should be a Version number and then in parenthesis, it would say Microsoft Store.

 

If you don't have the Microsoft Store version, then could you please follow these steps to repair Outlook and their .NET framework:

  1. You should follow steps to repair office: Repair an Office application - Office Support
  2. Re-run the new installer (step 2 in preliminary steps above)
  3. If issue persists after repairing Office, follow steps to repair .NET: Microsoft .NET Framework Repair Tool

Looking forward to hearing from you

Thanks

Sharon

 


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0 Upvotes
prozakis
Top Contributor

Hi 

you asked this before and I replied :

 

  • Version of Outlook

MS outlook for office 365 MSO (16.0.12325.20328) 64bit

 

  • Version of Windows

MS windows 10 pro / 10.0.18363 build 18363

 

  • If possible, send the logs from Outlook 

https://www.dropbox.com/sh/tdob60jscm9zgpo/AAAIzNuSh6q8rEP-RM65PZyka?dl=0

 

It is not from MS Store, and we have been using this add in for years

0 Upvotes
sharonlicari
Community Manager

Thank you for letting me know @prozakis 

 

I will reach out to you via private message with the following steps 


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0 Upvotes
prozakis
Top Contributor

thank you

0 Upvotes