Troubleshooting

Troubleshooting

What to do if you encounter unexpected errors?

For advanced diagnostics of application errors, it is often helpful to inspect the event logs.

To send the log files to harmon.ie support, open the harmon.ie sidebar menu and click Send Logs to Support. harmon.ie zips the log files and opens a new email message to harmon.ie support, with the log files attached. You may edit the recipient name, in order to send the log files to your company's helpdesk.

Send logs to support

The log files can be found here:

  • Microsoft Windows 7 and Microsoft Windows Vista: %LOCALAPPDATA%\Mainsoft\Harmony
  • Microsoft Windows XP: %USERPROFILE%\Local Settings\Application Data\Mainsoft\Harmony
Under this location you will find two log files:
  • Harmonie.log: includes events from the harmon.ie add-in.
  • framework.log: includes events from the SharePoint server.

What to do in case you experience display issues with harmon.ie?

In case you are working in Windows 10 with multi-monitor setup (such as a high DPI laptop connecting to a low-DPI external monitor via a docking station), you may see some awkward display issues when you move harmon.ie windows back and forth between the displays.

To address these issues, harmon.ie tries to set your Outlook options to optimize your display.

  • If you are working with Windows 10, version 1709 or older, harmon.ie updates your Outlook settings to optimize compatibility with harmon.ie. Outlook must be restarted to apply the changes.
    harmon.ie updates your Outlook settings to optimize compatibility
  • If you are working with Windows 10, version 1803 or newer, harmon.ie works best when your Outlook settings are set to Optimize for compatibility. Click Yes and restart Outlook to update this option.
    harmon.ie works best when your Outlook settings are set to Optimize for compatibility.

What to do if harmon.ie fails to connect to the SharePoint site?

These instructions show how to test the connection with your SharePoint site and, if necessary, report connectivity issues to your help desk or to harmon.ie support.

Your administrator might have disabled the option to authorize third-party apps access to Office 365. In this case, you may receive this error: Something went wrong. We were unable to connect to your site.

To authorize harmon.ie app's access to Office 365, ask your administrator to do the following:

  1. To work with SmartAssistant™ in Office 365, click this consent link. This link allows harmon.ie to access the list of channels for each user, and to post messages into teams, as well as accessing the active user's groups and teams.
  2. To work with Teams and Groups, click this consent link. This link allows harmon.ie to access the the active user's groups and teams files.
  3. Sign in with Global Admin credentials and click Accept.

Additional information

For topics related to SharePoint configurations, see the knowledge base article SharePoint configuration requirements for harmon.ie.

If the solution to your problem cannot be found in the online help, search or post a question to Stack Overflow. Questions posted to Stack Overflow and tagged with harmon.ie will be answered by a member of the harmon.ie team.

For more troubleshooting information, search harmon.ie's knowledge base articles, or contact support@harmon.ie .

How to find harmon.ie version?

To find out which version of harmon.ie you are running, open the sidebar menu and select the About option. An About box opens with the version number of harmon.ie.