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Craig Porter 1st Oct 2009 - 6:56

Troubleshooter Guide

How to download and install

Troubleshooter Guide

Follow this Troubleshooter Guide if you are experiencing any problems with the William Hill Add-in

Haven’t got the matches in your Outlook®?

Did you run the installer (if you chose to save it to your computer)?
Have you waited at least 10 minutes since running the installer?

With Outlook ® open, check the top menu bar. Do you see the William Hill Outlook config button? If ‘no’, it may be that your system administrator has disabled Add-ins into your Outlook. Go to the section immediately below (“Checking Status of Add-in”).

Checking Status of Add-in

Go to Tools then Trust Centre. (in Outlook 2007) Click Add-ins on left menu and look for the Add-in under the “Active Application Add-ins” add-ins on the right hand side.

Is it there?

If ‘yes’, then the Add-in is running and you are not able to see the toolbar. Go to the next section:
TOOLBAR MENU

If ‘no’, scroll down to the section called:
ACTIVATING ADD-INS

Toolbar Menu

You can check whether the toolbar is enabled by checking the view/toolbars menu as follows: Go to ‘View’, ‘Toolbars’ and then ‘William Hill Outlook Addin’

If this is not checked, please check the toolbar and check that it is displayed on the Outlook® menu now.

If it is not displayed, please contact our Software Support team at the bottom of this page. If it is displayed, click the button itself (not the drop-down menu) and click ‘Synch’. You should have all matches after a few minutes. If not, please contact Software Support below.

Activating Add-Ins

Is the William Hill Outlook Add-in under ‘Inactive’ Application Add-ins?

If ‘yes’, continue with this section. If ‘no’, then the application may have failed to install or download correctly. You should go to the Uninstall Guide and start the process again.

Activating the Add-in:
You need to make the William Hill Add-in active by choosing ‘Manage COM Add-ins’ and activating it.

If it is under ‘Disabled’ application add-ins, then choose ‘Manage Disabled items’ and enable it. (NB: You may need administrator rights to do this)

Check that Add-in config button is displayed on the Outlook® menu now. If it is not displayed, you may have to enable the toolbar. Scroll up to the section called “TOOLBAR MENU” and follow the steps. If it is displayed, click the button itself (not the drop-down menu) and click ‘Synch’.
You should have all matches after a few minutes. If not, please contact Software Support below.

Software Support

We’re sorry you’re experiencing difficulties with the Add-in.
Have you tried the steps in the Troubleshooter above?
Have you tried Uninstalling and then re-installing?

If you’ve tried both, please email us the following details:

  • Version of Outlook®
  • Operating system (e.g. Windows 7, Vista and the latest service pack installed)
  • Browser used (e.g. Internet Explorer 6, Firefox 3.1.7)
  • Details of the problem and the steps you’ve gone through.

We’ll do our best to sort out the issue quickly. Click here to email our Software Support team.

NB: Our normal Customer Services DO NOT provide support for this application so please use the link above.

 
 
 

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