There are some cases where the RMail for Outlook desktop becomes disabled due to a conflict with another add-in, or general Outlook instability and does not show on the compose page.  Thus, the button may need to be reinstalled and/or re-enabled.

Note: Before you go to the steps listed below make sure that you have your composed email fully open, and click the “MESSAGE” tab on the composed outlook email, because the RMail button loads under your Outlook email’s MESSAGE tab.

If you still do not see the RMail button, please try these solutions:

• Upgrade the App
• Enable the RMail COM Add-in
• Edit the Registry
• Contact RMail Support and open a ticket

Fix 1: Upgrade the App

1. Close Outlook.
2. Install the latest version on the RMail website in the Apps Marketplace: http://www.rmail.com/apps/.
3. Restart your computer.
4. Open Outlook.
5. Compose a new message and send another test to see if the issue is resolved.
6. If the issue continues, see if Fix 2 below helps.

Fix 2: Enable the RMail COM Add-in

If you use Outlook 2010/2013/2016

1. Go to File -> Options -> Add-Ins. Under “Active Application Add-ins” there should be an entry that reads “RMail SendRegistered”. That means it’s loaded properly into outlook. If it’s under any of the other categories, such as “Inactive Application Add-ins” or “Disabled Application Add-ins” that indicates it is not functioning properly.

2. To enable proper functionality, choose “COM Add-ins” from the drop-down menu, next to “Manage”, and then click “Go…”
3. If the RMail Add-in is listed there, make sure the checkbox is checked. This should automatically load the RMail Add-In. If it is not listed there or is not checked, select the “Disabled Items” choice from the drop-down menu and click “Go…”

4. If the RMail Add-In is listed here, re-enable it by highlighting it and clicking on “Enable”. Press “Close” -> “OK”, and then restart outlook.
5. Give outlook a few minutes to load up all the resources it needs for the new Add-ins, please be patient.
6. Close and Open Microsoft Outlook, press New and click on the “Send Registered” button to ensure proper functionality.

If you use Outlook 2003/2007

1. Help -> Disabled Items
2. Highlight RPost in the disabled item list
3. Click on Enable
4. Press Close
5. Close the Microsoft Outlook program for a few minutes
6. Open Microsoft Outlook, press New and click on the “Send Registered” button to ensure proper functionality.

Fix 3: Edit the Registry

In some cases, after trying other troubleshooting steps, a user may need to change the load value of the RMail App for Outlook in the Registry Editor. Note: this is an advanced step and should be done with the guidance of your network administrator.

1. Open Outlook and go to File > Office Account > About Outlook and to see what version of Outlook you are using. It will either be 32-bit or 64-bit. Take note of what bit version so that you can determine which set of steps you will be taking below.
2. Close Outlook.
3. Go to your SEARCH function on windows and search “regedit” to open up “Registry Editor” program to carry out the steps below.

32-Bit Outlook Users proceed with these steps below:

Please note that you might not see all of the locations mentioned below (in the Registry Editor), if that is the case, please skip the section for steps to change the load value in sections that you cannot find in the regedit.

Register Editor
1. In the Registry Editor, go to the path below:
Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\RPostOffice.Connect.
2. Modify the LoadBehavior to set the value to 3.

3. Close the Registry Editor.
4. Open the folder C:\Users\Username\AppData\Roaming\RMail\RMailOffice and delete the file named "RMailOffice".
Note: AppData\ folder is a hidden folder. If you do not see the AppData folder, you will need to Show Hidden folders.
5. Open Outlook. The RMail Send Button should load on a composed email. And when you click on the FILE menu of Outlook you should see "RMail Settings" section.

64-Bit Outlook Users proceed with these steps below:

Please note that you might not see all of the locations mentioned below (in the Registry Editor), if that is the case, please skip the section for steps to change the load value in sections that you cannot find in the regedit.

Registry Editor
1. In the Registry Editor, go to the path below:
Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\RPostOffice.Connect.

Note: If the "\RPostOffice.Connect." does not show up in the Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\ string
please SKIP this step and move onto the next steps.

2. Modify the LoadBehavior to set the value to 3

3. In the Registry Editor, go to the path below:
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\RPostOffice.Connect
4. Modify the LoadBehavior to set the value to 3.
5. Close the Registry Editor.
6. Open the folder C:\Users\Username\AppData\Roaming\RMail\RMailOffice and delete the file named "RMailOffice".
Note: AppData\ folder is a hidden folder. If you do not see the AppData folder, you will need to Show Hidden folders
7. Open Outlook. The RMail Send Button should load on a composed email. And when you click on the FILE menu of Outlook you should see "RMail Settings" section.

Fix 4: Contact RMail Support and open a ticket

If the steps above do not resolve your issues, send an Outlook Support Log to RMail Support.

1. In the Outlook Inbox, click on “File” then “RMail Settings”.
2. Click on the “Support Request” button on the bottom left of the panel. This creates a log file, saved in the Drafts folder, which you need to attach to a support ticket.

3. Create a support request on our Help Center using the Rmail support form.  If you're not sure how to do so, read article about registering and submitting a ticket on the Customer Support portal.
4. Open your “Drafts” folder and attached the support log to the support ticket as an attachment.
5. Make sure you include a detailed description of the problems you are experiencing in the DESCRIPTION section of the ticket form and an RPost technician will contact you by email to advise a solution.