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Posted: April 17, 2007
This document provides troubleshooting steps you can take if CCL doesn't load when you start Outlook. Please note these steps are intended for advanced users only, and some steps require you to edit the registry. Leapbeyond Solutions disclaims all liability for any damages the steps below may cause.
1. Check Outlook's Disabled Items list
Start Outlook and select Help | Disabled Items. Make sure CCL is not on the list.
2. Restart Outlook - and make sure it really restarted
Close Outlook, and use the Task Manager to make sure it has completely closed before restarting.
To do this, choose Start | Run, type in taskmgr and hit Run. Click on the Processes tab, and make sure OUTLOOK.EXE isn't on the list. If it is, wait for it to disappear. If it doesn't go away after a minute, highlight it and press End Task. Now restart Outlook.
Note if you had to hit End Task, you may need to recheck the Disabled Items list at this point.
3. Reregister DLL's
Run regsvr32.exe against the following files in the CCL program directory: CCLAddin.dll, CCLControls.ocx, LBSLicensing.dll, LBSRedemption.dll, LBSSubclasser.dll, OutlookToolbarHelper.dll and vbalFlBr.dll.
To do this, choose Start | Run, type in the following command (replacing the text in quotes with the full path to one of the above files) and hit Run:
regsvr32 "C:\Program Files\CCL\CCLAddin.dll"
Repeat the process for each of the files listed above, then restart Outlook.
4. Check the COM Add-ins list
If the software was installed using the "Current user only" option, it should appear in Outlook 2003 under Tools | Options | Other | Advanced | COM Add-ins. Make sure there is a checkmark beside CCL.
In Outlook 2007, it should appear under Tools | Trust Center | Add-ins. In the Manage list select COM Add-ins, and make sure there is a checkmark beside CCL.
In addition, the LBS Helper Outlook Extension addin should be enabled. You get to it the same way, but instead of selecting COM Add-ins, chose Add-ins (Outlook 2003) or Exchange Client Extensions (Outlook 2007).
If CCL is listed but still not loading, you can try disabling other add-ins to check if they're interfering with CCL.
5. Check the registry key that tells Outlook to load CCL
If in the previous step there was no entry for CCL in the COM Add-ins list, check for the neccessary registry entries that Outlook uses to identify and load CCL. The registry key is:
Inside this key there is a DWORD setting called LoadBehavior. It should be set to 3 to indicate that Outlook should load CCL.
Note that the location of this registry key determines whether CCL loads for all users on the machine, or the current user only. It also determines whether CCL looks in the HKLM or HKCU branch for its other settings.
6. Turn on error logging
If you've performed all of the above steps, and CCL still doesn't load, it may be running into an error on startup. You can capture more detailed diagnostic information by turning on error logging. To do this, create the following registry key:
Inside the key, create a new DWORD setting called LogLevel, and assign it a value of 3.
Now start Outlook, and look in your root directory (C:\) for a file called CCLERRORS.MDB.
This file can be reviewed by a Leapbeyond Solutions support specialist to uncover more details on the problem. If you want to open the database yourself, check the query called "Ordered Summary". Please do not attempt to convert the file to a newer version of Microsoft Access.
If the CCLERRORS.MDB file is not getting created, make sure that the currently logged on user has access to the C:\ directory. If that is not possible, the location of the log file can be changed by creating a new String setting called LogPath in the above registry key, and setting it to the desired directory path. It doesn't matter whether you include a trailing backslash in the path; just make sure you don't include the filename.
If Outlook fails to write to the root directory, it will place a fallback, text-based error report called LBSLogging.log in the user's current temporary directory. This file is usually located in:
C:\Documents and Settings\<username>\Local Settings\Temp
If neither of these files are created, chances are very good that Outlook is not in fact sending a startup command to CCL. In this case, the previous steps should be rechecked, and the setup program should be rerun with the Repair option (described in more detail below).
7. Try clearing the CCL registry keys
Most of the configuration options for CCL are located in the following registry section:
It is possible that one of these keys has become corrupt (though this would usually be evidenced in the error log). You can try backing up and deleting this entire registry section, and restarting Outlook as per step 2.
8. Check for corrupt license key
Though exceedingly rare, it is possible for the CCL license key to become corrupt. You can delete the following key to cause CCL to rerun the licensing wizard the next time you load Outlook. Note that unless the hard disk or computer name has changed, the wizard will usually locate your existing license from the server and restore it.
Because it is tied to the machine and not the user, the license key is always located under the HKLM section of the registry.
9. Disable the Enterprise Settings file (if applicable)
This step only applies to users who have made use of CCL's Enterprise Deployment feature. (i.e. if CCL was installed to the network via Active Directory and Group Policy). In this mode, most of the CCL program settings (with the exception of the error logging settings) can be read from a text file placed in a central location on a network share. Check the following registry key in both HKLM and HKCU (the latter takes precedence):
There is a setting called EnterpriseSettingsPath, that contains the path to the Enterprise Settings file (e.g. \\Server\MyShare\CCL.ini). You may wish to temporarily rename the specified file on the network share and try restarting Outlook.
Alternatively, you can "disconnect" this computer's copy of CCL from the Enterprise Settings file by first checking that the AllowLocalOverride setting (DWORD) in HKLM\Software\Policies\Leapbeyond\CCL either doesn't exist or is set to 1. Next, create DWORD in the main CCL registry key (see Step 8) called DontUseEnterpriseSettings, and set its value to 1. This is equivalent to unchecking "Use enterprise settings if present" in the Advanced options page of CCL.
10. Repair or reinstall CCL
If you're still having problems, you can try running the setup program again and selecting the Repair option.
Alternatively, you can uninstall CCL and try installing the latest version, available from www.leapbeyond.com/software/cclbeta.asp.