Mimecast for Outlook - Troubleshooting

This article contains information on troubleshooting and resolving common Mimecast for Outlook errors, including Default Account Error, Account Options Displayed, and Could Not Access Network, with troubleshooting steps and registry modifications where applicable.

Default Account Error

Problem

When attempting to start Mimecast for Outlook 2010 or 2013, a Default account is not an exchange account error is displayed. The Accounts section of the Mimecast tab is grayed out.

Solution

Where you have Microsoft Office products (e.g. Visio, Access) from different Microsoft Office versions on the same machine, it is possible that conflicting Windows registry entries can cause the error displayed above. This is true even if all your users are on Exchange accounts. The proposed solution is to amend the machine's registry.

Changing your Windows registry can have a serious effect on your machine. It must only be performed by someone who understands how the Windows Registry works and has created a restore point. Due to this solution, Mimecast cannot take responsibility for an incorrectly configured registry.

You can change your registry, by using the following steps:

1. Close all Microsoft Office applications.
2. Click the Windows Start button.
3. Click the Run menu item.
4. Enter the regedit command.
5. Click the OK button.
6. Navigate to the HKEY_CLASSES_ROOT\Wow6432Node\TypeLib\{00062FFF-0000-0000- C000-000000000046} registry key.
7. If there are multiple key values, delete all but the latest Microsoft Office version key according to the values below:

Key	Microsoft Office Version
9.6	Microsoft Office 2016
9.5	Microsoft Office 2013
9.4	Microsoft Office 2010

These values are based on an x64 machine. The same applies for x86 but using x86 variables.

8. Close the Registry Editor.
9. Restart the machine.

Account Options Displayed

Problem

When Mimecast for Outlook is opened, only the General section of the Mimecast tab is displayed. This is usually due to the Mimecast Windows service not running when Microsoft Outlook is started.

Resolution

1. Shut down Microsoft Outlook.
2. Open the Microsoft Services by:

• • Clicking the Start button.
  • Clicking the Run menu item.Typing services.msc.

3. View the status of the service. If necessary, start it by:

• • Right-click on the msddsk.exe service (called Mimecast.Services.Windows.Personal).
  • Clicking the Start menu item.

4. Open Microsoft Outlook.

If the service has started, but the issue persists, another application/add-in may be stopping the Mimecast service from starting. Mimecast Support will be able to assist you in investigating what is causing this behavior.

Could Not Access Network

Problem

A significant delay is experienced when starting Microsoft Outlook, resulting in a Could not access network location \Hewlett-Packard\\ error.

Solution

Some possible causes would need to be investigated, as this error could indicate a conflict with a third-party application. This error can be caused by an entry in the registry, which causes issues on Windows 7 when running some installers.

1. Monitor Mimecast for Outlook performance by:

• • Ensuring the latest Office Service Packs are installed
  • Uninstalling Mimecast for Outlook and record the Microsoft Outlook load time.
  • Perform a clean install of Mimecast for Outlook, start Microsoft Outlook, and record the load time.
  • Disable the certificate check for publisher's revocation and server revocation (in Internet Explorer).
  • Start Microsoft Outlook and record the load time.
  • Temporarily disable all other add-ins apart from Mimecast for Outlook.
  • Start Microsoft Outlook and record the load time.
  • Submit the findings to Mimecast Support and your Mimecast for Outlook Logs for further analysis.

2. Review this link as a potential fix.

For other issues/ errors not addressed above, contact Mimecast Customer Support.