If you encounter issues installing, accessing, or using the Agiloft Contract Assistant for Word, use this page to troubleshoot. Error messages and their solutions are included in tables specific to each section, and compiled in a table at the bottom of the page.
Consult this section for general information before you install the app.
You cannot use versions of the app that use Release 23 or beyond if the Outlook server is hosted on premise; the app only works if the email server is hosted on O365. If you are not hosted on O365, you can only access the Release 22 version.
The recommended server configurations is the Exchange Mail server on O365 and Agiloft on an Agiloft-maintained server.
For the best experience with the app, you should have Inbound Email set up for your KB.
Consult this section for troubleshooting issues that may occur during installation.
Check to see if connected experiences are turned on if:
To turn on connected experiences:
If you receive the error message in the table below the first time you launch Word after adding the app, check to see if connected experiences are turned on. To do so, follow the steps in Can't view Add-in store or app.
Error Message | Solution |
---|---|
The service required to use this feature is turned off. Check your privacy settings. | Open Microsoft Outlook > Options > Trust Center > Trust Center Settings > Privacy Options > Privacy Settings > Turn On optional connected experiences. |
This section addresses issues that may occur when using the app after installation.
If you are not receiving email messages, always make sure to check your spam folder first. You may have to reconfigure your email rules or other settings to receive these messages.
If you are unable to log in to the app once it is configured and installed, ensure that the Group you are in has access to REST services. To check:
Error Message | Solution |
---|---|
EWWrongDataException: Session could not be created | If you get this error message when logging in, check your REST group permissions with the information mentioned above. |
Check these sections for issues that revolve around inbound email. You should use a different inbound email for every KB.
After setting up inbound email, make sure it is enabled. To do so:
If you click Add this Contract as a Recipient and the CC field is blank or is not properly updated with the correct email address, it's likely the system does not recognize the email address that was entered as the inbound email account. This is likely because the account was entered incorrectly, but also could be because the account has been deleted or configured improperly.
In this case, the system automatically assigns the inbound email account to the out-of-the-box "Anonymous" user. A blank field occurs if the Anonymous user has been deleted, or does not have the proper permissions.
To solve this issue, follow these steps:
When a mailbox is created at the Exchange mail server and used as an inbound email address, custom headers about the record ID and table are added to the email when the Add this Contract as a Recipient button is pressed. This button also puts the inbound email address in the CC field. When messages sent using the Outlook app arrive in the inbound email inbox, the headers are still present. However, when Agiloft processes those emails, the server may remove the headers.
These custom headers are:
To authorize these custom headers, follow these steps. To do so, you must have access to the inbound email inbox.
This results in the email being routed correctly to the record you selected in step 4 above, and authorizes the custom headers listed above for all users sending emails through the Outlook app for the particular organization.
If an email fails to attach while CC-ing, you may have to change a global variable in your system. To do so:
process_email_when_record_locked_by_user
. This section compiles the error message and solution tables.
Error Message | Solution |
---|---|
The service required to use this feature is turned off. Check your privacy settings. | Open Microsoft Outlook > Options > Trust Center > Trust Center Settings > Privacy Options > Privacy Settings > Turn On optional connected experiences. |
EWWrongDataException: Session could not be created | If you get this error message when logging in, check your REST group permissions with the information mentioned in the Logging In section. |
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