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Outlook plugin not logging in successfully but web login is OK

iliadmin

This seems to be something we are seeing with 32bit Outlook users using the 32bit Retain plugin version 4.8.1.53.  The plugin installs fine, but when the user tries to execute a search it comes back and login failed. However,

If users click on the link in the plug-in to Login to Retain via the web url they are able to login with the same credentials that were entered when setting up Retain access.

We haven't encountered this on any of the 64-bit clients, it seems it's just the 32bit ones.  One person tried uninstalling and reinstalling the client and the same issue occurs. 

We were wondering if there is a bad password cached someplace for the plugin that we can perhaps clear?

Also, if the user attempts to change their password when they've logged into the web portal, they save the change (we verified this) and when they logout and re-try Retain it tells them invalid password.  If they try with their old password (the one supposedly changed) it works. So it's not saving the password change.

Anybody seen any of these issues before?

Kind regards,

Val

  • Verified Answer

    +1  

    Were you able to resolve this issue?  I have not seen an issue like this.  The password is stored in:

    HKEY_CURRENT_USER\SOFTWARE\GWAVA\Retain\OutlookIntegration\Password

    If blanking the password does not resolve the issue you may want to consider opening a case with support if that is an option.

  • 0 in reply to   

    In one case it did but in others not.  I think it may be user error in some cases. Uninstalling and reinstalling the client also has mixed success. At the end of the day the issues have been resolved by various means, so not actually able to determine the root cause.   Thanks for your feedback!

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