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OutDisk Product Support

Welcome to OutDisk OutDisk Support site..

Support for OutDisk (both add-in and desktop versions) is available through the customer trouble ticket system. Prior to opening a trouble ticket, please read on to find solutions to common problems.

Is Your Microsoft Office Software Up-To-Date?
Prior to installing OutDisk, please visit Microsoft Office Update and install the latest Outlook security updates.

Requirements:
OutDisk will run on Windows 2000 and Windows XP.
Due to security concerns and a dwindling number of users, we have made the decision not to support Windows 98 or Windows ME.

OutDisk also requires Microsoft Office 2000/2002-XP/2003.

Please be sure you have installed the latest updates for your Microsoft Office software. Visit OfficeUpdate.Microsoft.com

Why won't OutDisk install?
These are the most common reasons why OutDisk may not install on a computer.

• OutDisk requires Windows 2000 or Windows XP.
  Due to security problems and a shrinking user base, we do not to support Windows 98 or Windows ME.
• If some system pre-requisites were not installed during the installation process, or if you chose not to install them, OutDisk will not run. Please re-run the installer and install them.
• Please be certain that your Windows Operating System is updated. Install all critical updates.

I installed OutDisk, but it's not loading in Outlook
In unusual situations, OutDisk may fail to load, or may be disabled by Outlook. When this problem occurs it is typically because Outlook was running while OutDisk was installed, or because there is a conflict with another Outlook add-in application. Here are some steps to address this:

Close out of Outlook, wait one full minute, and restart Outlook. Allow a full minute for OutDisk to load the first time it runs. Open a new email message. You should now see the OutDisk toolbar.

If the problem is not resolved, check to make sure the OutDisk add-in is active. In Outlook, go to Tools > Options > Other (tab) > Advanced Options > Com Add-ins (click here to see the Com Ad-in screen). Is there a check in the box next to the OutDisk add-in? If not, check the box and save, then exit and restart Outlook.

[Note: If you did not see OutDisk in the Com Add-in list, its likely the installation failed. You should uninstall OutDisk by using the Windows add/remove programs function. To do this, go to Control Panel > Add/Remove Programs > OutDisk, and attempt to re-install.]

If OutDisk is registered as a Com add-in, but you still do not see the toolbar, check to see if OutDisk was disabled by Outlook. In Outlook, go to Help > About Microsoft Outlook > Disabled Items. If OutDisk appears in the disabled items list, highlight it by clicking on it, then click Enable. Now exit from Outlook, wait one full minute, then restart Outlook. OutDisk should start; if it does not it is likely there was a problem with the installation. In this case, uninstall OutDisk from Control Panel>Add/Remove Programs > OutDisk. Download and reinstall OutDisk from www.encryptomatic.com.

If the problem continues after re-installation, and if you are running other plug-ins, consider disabling those plug-ins and re-starting OutDisk. If OutDisk runs, then you'll need to consider which plug-ins are more useful to you. Although we test OutDisk with certain plug-ins, it's impossible for us to test against all of them; we would appreciate it you would report any plug-in conflicts to us by sending an email to support@encryptomatic.com so we can address it in updates.

If none of these steps has solved your problem, we recommend uninstalling this version of OutDisk permanently. We would like you to contact us at support@encryptomatic.com, so that we can learn from your experience and correct it in a future release.

My OutDisk link is not active in the email.

If your OutDisk link is not active, this is typically because the link is very long (maybe the file has a very long name) and you are sending the email in text format. Sometimes Outlook wraps long name and part of the link is not active.

Here are some suggestions to solve this:

• shorten the name of the file you are trying to send. format the email in html format.
• Use HTML formatting rather than text. Go to Outlook's main tool bar and select Tools>Options>Mail Format, and select HTML as the default message format.
• In Outlook 2003, adjust the text wrap settings. Go to Files>Options>Mail Format>Internet Options. Under the "Plain Text Options" change the "Automatically Wrap Text At" setting to 132 characters.

My OutDisk links are causing a browser '404 error.'

The 404 error occurs when your browser does not find the file it is searching for. Typically, this problem occurs when the FTP path information, log-in, or password is incorrectly configured in the OutDisk Settings screen. Recheck the configuration of your FTP account.

Be sure that you have not entered redundant Path information in OutDisk. For example, if your ftp log-in locks you into the directory 'www/ftp1/john, do not enter 'john' as your OutDisk path. Rather, leave the Path field empty.

If you are certain that everything is correct, you could try inserting a / in front of the Path field, i.e /john. If you are already using a slash in the Path field, try removing it.

Also be sure to consider whether the capitalization of letters in your path or log-in information could be causing your FTP site to reject your ftp request.

For other problems, please contact Encryptomatic support.