I cannot get an e-mail mail merge using HTML Mail Format to work.  I am using Outlook 2010 and Word 2010 on a Windows 7 Professional installation.  I have searched through these forums and Microsoft support and tried all suggestions that I found--KB980681 did not work--error that it was not applicable for my computer.  I have repaired Office, checked my registry entries, and rebooted numerous times.

I tried the mail merge on an Office 2003 installation and it worked as expected.

I checked my Event Viewer Application Log and found Outlook Event ID 27, The operation failed (really???, sorry my frustration is showing).  The Event Log online help does not have any information for this event.

I do not have Front Page installed and Outlook is my default mail program.  I would greatly appreciate any help as this will be an ongoing requirement and all PCs at my business will be using Office 2010 in the near future.

I am current on my updates, including Service Pack 1 for Office.

Thank you.

Hi Mary,

When you couldn't send HTML email, can you send out with plain text email?

Have you had Outlook started before you run Mail Merge from Word?

Have you checked the Outbox? Any items there?

Did you receive any error messages? If you did, it would be helpful to let us know the exact error WORD BY WORD.

.

For Event ID 27, usually indicates - Outlook failed to download the Offline Address Book. To verify if it is the cause, try to set the email address manually, or select Recipients from other Address Books or Data Sources.

Then try to create a new Outlook profile to check if it work.

.

FYI, based on my research, this problem could also occur when you have Word Perfect Office X4 installed on the same machine. And the solution is quite terrible - they have to rebuild the whole machine and without install Word Perfect Office X4

Thank you for replying to my post Max. The answers to your questions:

I can send plain text and as an attachment, but not HTML. Plain text and attachments will not work for the current project because I need HTML messages.

Yes, Outlook was started before running the Mail Merge. As a troubleshooting step, I also tried doing the Mail Merge without Outlook opened.

Yes, I checked my Outbox each time after I tried to do a Mail Merge to HTML mail format and there were no items there.

The exact error message for KB980681, "This update is not applicable for your computer."

Event 27--all suggestions tried and same result--no output from the Mail Merge. The address book is not an offline address book. Since I am IT support for my company, I do not use cached Exchange mode for my Outlook.

As stated in my post, the Mail Merge to HTML mail format worked with Outlook 2003. Since posting this information, I have also used Outlook 2007 and it was successful. Outlook 2007 is working for this project; however, it is an ongoing project and will be repeated at quarterly intervals. I will have all PCs updated to Windows7 and Office 2010 in the near future and need to have this feature working for Office 2010.

I do not have any version of Word Perfect installed on any of the PCs in my organization.

Thank you, Mary

• Edited by MaryP82 Monday, October 01, 2012 1:54 PM

Thank you for replying to my post Max. The answers to your questions:

I can send plain text and as an attachment, but not HTML. Plain text and attachments will not work for the current project because I need HTML messages.

Yes, Outlook was started before running the Mail Merge. As a troubleshooting step, I also tried doing the Mail Merge without Outlook opened.

Yes, I checked my Outbox each time after I tried to do a Mail Merge to HTML mail format and there were no items there.

The exact error message for KB980681, "This update is not applicable for your computer."

Event 27--all suggestions tried and same result--no output from the Mail Merge. The address book is not an offline address book. Since I am IT support for my company, I do not use cached Exchange mode for my Outlook.

As stated in my post, the Mail Merge to HTML mail format worked with Outlook 2003. Since posting this information, I have also used Outlook 2007 and it was successful. Outlook 2007 is working for this project; however, it is an ongoing project and will be repeated at quarterly intervals. I will have all PCs updated to Windows7 and Office 2010 in the near future and need to have this feature working for Office 2010.

I do not have any version of Word Perfect installed on any of the PCs in my organization.

Thank you, Mary

• Edited by MaryP82 Monday, October 01, 2012 1:54 PM

Thank you for replying to my post Max. The answers to your questions:

I can send plain text and as an attachment, but not HTML. Plain text and attachments will not work for the current project because I need HTML messages.

Yes, Outlook was started before running the Mail Merge. As a troubleshooting step, I also tried doing the Mail Merge without Outlook opened.

Yes, I checked my Outbox each time after I tried to do a Mail Merge to HTML mail format and there were no items there.

The exact error message for KB980681, "This update is not applicable for your computer."

Event 27--all suggestions tried and same result--no output from the Mail Merge. The address book is not an offline address book. Since I am IT support for my company, I do not use cached Exchange mode for my Outlook.

As stated in my post, the Mail Merge to HTML mail format worked with Outlook 2003. Since posting this information, I have also used Outlook 2007 and it was successful. Outlook 2007 is working for this project; however, it is an ongoing project and will be repeated at quarterly intervals. I will have all PCs updated to Windows7 and Office 2010 in the near future and need to have this feature working for Office 2010.

I do not have any version of Word Perfect installed on any of the PCs in my organization.

Thank you, Mary

• Edited by MaryP82 Monday, October 01, 2012 1:54 PM

Thanks for the feedback!

Add another question:

When create a new document with a few simple words, no special format, and mail merge it, will it work?

(Type WinWord.exe /safe in the Run window and click OK to start Word in safe mode, create a new document, this will avoid template with special format being used).

After starting Word in safe mode (winword.exe /safe), I created a new, simple document (This is a mail merge test) and tried a mail merge to HTML mail format using my online Contacts list and selecting my personal e-mail address--same result as before:  e-mail not created and nothing in the the Outbox.

I then tried a mail merge to plain text and it worked (just like it did without starting Word in safe mode).

Thank you, Mary

Hi MaryP82,

Did this ever work? If so when did it stop working? Also before you had outlook and Word 2010 did you upgrade from a different office version or did you use something else other than outlook prior to this as your default email client?

Can you try the following and let me know if this works?

 

• Make sure Outlook and Word are closed
• Click Start, and then click Run.
• In the Open box, type regedit, and then press ENTER.
• In Registry Editor, locate the following subkey in the registry: HKEY_LOCAL_MACHINE\Software\Clients\Mail\Microsoft Outlook
• Verify the Default key has the Data Value that reads "Microsoft Outlook" (without the quotes) 
• If not please update it to that and the start Word and Outlook and test. 

Also please let me know if you are running a 64 bit version of Office or a 32 bit Version.  If you are running a 64 bit version try checking the following location instead of the one I listed above:  HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Clients\Mail

 

If the above doesn't work try the following, doing a repair of Office 2010-

Click Start, click Control Panel, click Programs and Features, select Microsoft Office 2010 and then click the Change button. Next, click Repair, and then click Continue.

• Follow the instructions on the screen to complete the repair.

If the above doesn't work also try running the fixit in the article shown below:

http://support.microsoft.com/kb/813745

Thanks for your time and effort.

Regards,

Arthur

 

• Edited by Arthur Ch - MSFTMicrosoft employee Monday, October 08, 2012 4:49 AM

Hi MaryP82,

Did this ever work? If so when did it stop working? Also before you had outlook and Word 2010 did you upgrade from a different office version or did you use something else other than outlook prior to this as your default email client?

Can you try the following and let me know if this works?

 

• Make sure Outlook and Word are closed
• Click Start, and then click Run.
• In the Open box, type regedit, and then press ENTER.
• In Registry Editor, locate the following subkey in the registry: HKEY_LOCAL_MACHINE\Software\Clients\Mail\Microsoft Outlook
• Verify the Default key has the Data Value that reads "Microsoft Outlook" (without the quotes) 
• If not please update it to that and the start Word and Outlook and test. 

Also please let me know if you are running a 64 bit version of Office or a 32 bit Version.  If you are running a 64 bit version try checking the following location instead of the one I listed above:  HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Clients\Mail

 

If the above doesn't work try the following, doing a repair of Office 2010-

Click Start, click Control Panel, click Programs and Features, select Microsoft Office 2010 and then click the Change button. Next, click Repair, and then click Continue.

• Follow the instructions on the screen to complete the repair.

If the above doesn't work also try running the fixit in the article shown below:

http://support.microsoft.com/kb/813745

Thanks for your time and effort.

Regards,

Arthur

 

• Edited by Arthur Ch - MSFTMicrosoft employee Monday, October 08, 2012 4:49 AM

I am facing same problem as Mary ! Did the same steps as Mary ! AND SAME PROBLEM

Max - Please help us out.

Sameer Wagh

Hi MaryP82,

Did this ever work? If so when did it stop working? Also before you had outlook and Word 2010 did you upgrade from a different office version or did you use something else other than outlook prior to this as your default email client?

Can you try the following and let me know if this works?

 

• Make sure Outlook and Word are closed
• Click Start, and then click Run.
• In the Open box, type regedit, and then press ENTER.
• In Registry Editor, locate the following subkey in the registry: HKEY_LOCAL_MACHINE\Software\Clients\Mail\Microsoft Outlook
• Verify the Default key has the Data Value that reads "Microsoft Outlook" (without the quotes) 
• If not please update it to that and the start Word and Outlook and test. 

Also please let me know if you are running a 64 bit version of Office or a 32 bit Version.  If you are running a 64 bit version try checking the following location instead of the one I listed above:  HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Clients\Mail

 

If the above doesn't work try the following, doing a repair of Office 2010-

Click Start, click Control Panel, click Programs and Features, select Microsoft Office 2010 and then click the Change button. Next, click Repair, and then click Continue.

• Follow the instructions on the screen to complete the repair.

If the above doesn't work also try running the fixit in the article shown below:

http://support.microsoft.com/kb/813745

Thanks for your time and effort.

Regards,

Arthur

 

• Edited by Arthur Ch - MSFTMicrosoft employee Monday, October 08, 2012 4:49 AM

Thanks for your response to my reply Arthur.  Here are the answers to your questions:

This has never worked with my Outlook 2010 and Word 2010 installation.  My Office 2010 installation is a full install as my PC is a new Dell Optiplex380.  All applications are full installations--no upgrades involved.

No other mail clients used or installed.

Registry shows Default key with Data Value of "Microsoft Outlook" in the subkey, HKEY_LOCAL_MACHINE\Software\Clients\Mail\Microsoft Outlook (Outlook and Word were both closed when I checked the registry key).

I am running a 32-bit version of Outlook.

I did a repair of my Office 2010 installation during the initial troubleshooting steps, but that did not change the outcome.  I am not getting any error messages--it just doesn't do the mail merge or any other discernable activity.  There are no messages in my Outbox and no messages in my Sent folder that are from the Mail Merge.

I ran the fixit for KB813745 and the Mail Merge using Outlook 2010 and Word 2010 did not work.  I was not getting any error messages previously; however, I did get the error message that this KB addresses after I ran the Fix It portion of the KB.  The KB required a reboot, which I did.  My Outlook and Word are working as expected except for the Mail Merge.

• Edited by MaryP82 Monday, October 08, 2012 2:51 PM

Thanks for your response to my reply Arthur.  Here are the answers to your questions:

This has never worked with my Outlook 2010 and Word 2010 installation.  My Office 2010 installation is a full install as my PC is a new Dell Optiplex380.  All applications are full installations--no upgrades involved.

No other mail clients used or installed.

Registry shows Default key with Data Value of "Microsoft Outlook" in the subkey, HKEY_LOCAL_MACHINE\Software\Clients\Mail\Microsoft Outlook (Outlook and Word were both closed when I checked the registry key).

I am running a 32-bit version of Outlook.

I did a repair of my Office 2010 installation during the initial troubleshooting steps, but that did not change the outcome.  I am not getting any error messages--it just doesn't do the mail merge or any other discernable activity.  There are no messages in my Outbox and no messages in my Sent folder that are from the Mail Merge.

I ran the fixit for KB813745 and the Mail Merge using Outlook 2010 and Word 2010 did not work.  I was not getting any error messages previously; however, I did get the error message that this KB addresses after I ran the Fix It portion of the KB.  The KB required a reboot, which I did.  My Outlook and Word are working as expected except for the Mail Merge.

• Edited by MaryP82 Monday, October 08, 2012 2:51 PM

Thanks for your response to my reply Arthur.  Here are the answers to your questions:

This has never worked with my Outlook 2010 and Word 2010 installation.  My Office 2010 installation is a full install as my PC is a new Dell Optiplex380.  All applications are full installations--no upgrades involved.

No other mail clients used or installed.

Registry shows Default key with Data Value of "Microsoft Outlook" in the subkey, HKEY_LOCAL_MACHINE\Software\Clients\Mail\Microsoft Outlook (Outlook and Word were both closed when I checked the registry key).

I am running a 32-bit version of Outlook.

I did a repair of my Office 2010 installation during the initial troubleshooting steps, but that did not change the outcome.  I am not getting any error messages--it just doesn't do the mail merge or any other discernable activity.  There are no messages in my Outbox and no messages in my Sent folder that are from the Mail Merge.

I ran the fixit for KB813745 and the Mail Merge using Outlook 2010 and Word 2010 did not work.  I was not getting any error messages previously; however, I did get the error message that this KB addresses after I ran the Fix It portion of the KB.  The KB required a reboot, which I did.  My Outlook and Word are working as expected except for the Mail Merge.

• Edited by MaryP82 Monday, October 08, 2012 2:51 PM

Hi MaryP82,

Thanks for the information. Can you tell me what the Data value for the Default key under the following hive is:

HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32

Also do you have Publisher 2010 on this machine, if you do can you try doing a mail merge from publisher and send an email via Publisher. Let me know if that works.

Thanks again for your time and effort on this.

Regards,

Arthur

• Edited by Arthur Ch - MSFTMicrosoft employee Tuesday, October 09, 2012 6:19 AM

Hi MaryP82,

Thanks for the information. Can you tell me what the Data value for the Default key under the following hive is:

HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32

Also do you have Publisher 2010 on this machine, if you do can you try doing a mail merge from publisher and send an email via Publisher. Let me know if that works.

Thanks again for your time and effort on this.

Regards,

Arthur

• Edited by Arthur Ch - MSFTMicrosoft employee Tuesday, October 09, 2012 6:19 AM

Hi MaryP82,

Thanks for the information. Can you tell me what the Data value for the Default key under the following hive is:

HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32

Also do you have Publisher 2010 on this machine, if you do can you try doing a mail merge from publisher and send an email via Publisher. Let me know if that works.

Thanks again for your time and effort on this.

Regards,

Arthur

• Edited by Arthur Ch - MSFTMicrosoft employee Tuesday, October 09, 2012 6:19 AM

Thank you Arthur.  The answers to your questions:

The data value for the Default key under the hive, HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32, is C:\Program Files\Microsoft Office\Office14\MSOUTL.OLB

Publisher 2010:  I have a trial version installed, but I never used it so it is expired.  My job does not require its use.  Should I uninstall it as an additional troubleshooting step?

Hi MaryP82,

Thanks for the prompt response. Can you please change the Data value for the default key in the following hive:  HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32

to: "C:\Program Files (x86)\Microsoft Office\Office14\MSOUTL.OLB" (without the quotes)

instead of what you have which is "C:\Program Files\Microsoft Office\Office14\MSOUTL.OLB". Test and then let me know. When you do it make sure you have outlook and word closed, after the change restart the applications and test.

Also I want to say if you can install Publisher and test that will be helpful as this may help me isolate the issue. Thanks for all you effort and time on this.

Regards,

Arthur

Hi MaryP82,

Thanks for the update; the reason why I wanted to know was so I could determine if it was failing on the Outlook end of things or the Word side of things.

Are you an Administrator on your box? If not can you have someone with Administrator rights change the default key data value in the hive HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32 to "C:\Program Files (x86)\Microsoft Office\Office14\MSOUTL.OLB"(without the quotes) on your box.

Can you also navigate to the following folder - C:\Program Files\Microsoft Office\Office14\ and tell me if the location contains this MSOUTL.OLB file. This file shouldn't be available if you are running Office 32 bit as per you earlier thread, it should really exist in the C:\Program Files (x86)\Microsoft Office\Office14 path.

Another thing I would want to verify with you is the following, check the following keys too and make sure they say Microsoft Outlook (without the quotes):

Key: HKEY_CURRENT_USER\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook"
Key: HKEY_LOCAL_MACHINE\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook

If they dont have Microsoft Outlook in them please change them to say so.

In addition to the above can you verify quickly for me if this is an issue that is profile specific or something that reproduces with other profiles? To do so you may have to create a test account on your machine, log back in on your machine using the test account and test the merge process. If there are any Group policies being applied on the box and account can you also test with a local account with Admin rights to isolate this?

Finally just to clarify a few things I am not clear on - you actually did you have a 2003/2007 office installed on this same box and then later installed the full version for Office 2010? If so are you running any older versions of the earlier office installs and also how did you remove the older office versions you had on your machine (that is if you no longer have them installed)?

Thanks for your time and effort again on this. It sure helps.

Regards,

Arthur

• Edited by Arthur Ch - MSFTMicrosoft employee Friday, October 12, 2012 3:37 PM

Hi MaryP82,

Thanks for the update; the reason why I wanted to know was so I could determine if it was failing on the Outlook end of things or the Word side of things.

Are you an Administrator on your box? If not can you have someone with Administrator rights change the default key data value in the hive HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32 to "C:\Program Files (x86)\Microsoft Office\Office14\MSOUTL.OLB"(without the quotes) on your box.

Can you also navigate to the following folder - C:\Program Files\Microsoft Office\Office14\ and tell me if the location contains this MSOUTL.OLB file. This file shouldn't be available if you are running Office 32 bit as per you earlier thread, it should really exist in the C:\Program Files (x86)\Microsoft Office\Office14 path.

Another thing I would want to verify with you is the following, check the following keys too and make sure they say Microsoft Outlook (without the quotes):

Key: HKEY_CURRENT_USER\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook"
Key: HKEY_LOCAL_MACHINE\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook

If they dont have Microsoft Outlook in them please change them to say so.

In addition to the above can you verify quickly for me if this is an issue that is profile specific or something that reproduces with other profiles? To do so you may have to create a test account on your machine, log back in on your machine using the test account and test the merge process. If there are any Group policies being applied on the box and account can you also test with a local account with Admin rights to isolate this?

Finally just to clarify a few things I am not clear on - you actually did you have a 2003/2007 office installed on this same box and then later installed the full version for Office 2010? If so are you running any older versions of the earlier office installs and also how did you remove the older office versions you had on your machine (that is if you no longer have them installed)?

Thanks for your time and effort again on this. It sure helps.

Regards,

Arthur

• Edited by Arthur Ch - MSFTMicrosoft employee Friday, October 12, 2012 3:37 PM

Hi Arthur,

Thanks for the additional steps.  I changed the Default Key Data value in the hive HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32 from "C:\Program Files\Microsoft Office\Office14\MSOUTL.OLB" to "C:\Program Files (x86)\Microsoft Office\Office14\MSOUTL.OLB" (without the quotes and with both programs closed), but got the same output--no mail merge message in my Sent or Outbox folders.

When it did not complete the merge, I checked the registry key again and found it reverted back to the original setting, "C:\Program Files\Microsoft Office\Office14\MSOUTL.OLB" (without the quotes).  I changed it again (with both programs closed) and the restarted my computer.  The change stayed until after I did the merge--the it reverted back to the original setting.

Unfortunately, I will not be able to activate the Publisher on this computer since there is not a business requirement for me to have it.

Thank you, Mary

Hi Arthur,

Thank you for all your efforts and work on my issue.

The answers to your questions:

Are you an Administrator on your box?

Yes

...change the default key data value in the hive HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32 to "C:\Program Files (x86)\Microsoft Office\Office14\MSOUTL.OLB"(without the quotes) on your box.

I did that as mentioned in my above post (several times and with at least one restart--kept changing back to original setting.

Can you also navigate to the following folder - C:\Program Files\Microsoft Office\Office14\ and tell me if the location contains this MSOUTL.OLB file. This file shouldn't be available if you are running Office 32 bit as per you earlier thread, it should really exist in the C:\Program Files (x86)\Microsoft Office\Office14 path.

I do not have C:\Program Files (x86)\Microsoft Office\Office14 path. I've checked the System Properties and the installed version of Office--both 32 Bit.

Another thing I would want to verify with you is the following, check the following keys too and make sure they say Microsoft Outlook (without the quotes):
 
Key: HKEY_CURRENT_USER\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook"
Key: HKEY_LOCAL_MACHINE\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook

Both say Microsoft Outlook.

In addition to the above can you verify quickly for me if this is an issue that is profile specific or something that reproduces with other profiles? To do so you may have to create a test account on your machine, log back in on your machine using the test account and test the merge process. If there are any Group policies being applied on the box and account can you also test with a local account with Admin rights to isolate this?

I created a new profile under my AD account and got the same result.  I then logged into a local account with Administrator rights, set up a new profile (as there was not one created) and got the same result.

Finally just to clarify a few things I am not clear on - you actually did you have a 2003/2007 office installed on this same box and then later installed the full version for Office 2010? If so are you running any older versions of the earlier office installs and also how did you remove the older office versions you had on your machine (that is if you no longer have them installed)?

This PC is a new Dell Optiplex380 with a preinstalled, by Dell, full installation of Office2010.  There were never any previous versions of Office installed.

I did see that the Office 2010 trial version is still installed.  Would that cause this issue?

Thank you, Mary

• Edited by MaryP82 Friday, October 12, 2012 5:58 PM

Hi Arthur,

Thank you for all your efforts and work on my issue.

The answers to your questions:

Are you an Administrator on your box?

Yes

...change the default key data value in the hive HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32 to "C:\Program Files (x86)\Microsoft Office\Office14\MSOUTL.OLB"(without the quotes) on your box.

I did that as mentioned in my above post (several times and with at least one restart--kept changing back to original setting.

Can you also navigate to the following folder - C:\Program Files\Microsoft Office\Office14\ and tell me if the location contains this MSOUTL.OLB file. This file shouldn't be available if you are running Office 32 bit as per you earlier thread, it should really exist in the C:\Program Files (x86)\Microsoft Office\Office14 path.

I do not have C:\Program Files (x86)\Microsoft Office\Office14 path. I've checked the System Properties and the installed version of Office--both 32 Bit.

Another thing I would want to verify with you is the following, check the following keys too and make sure they say Microsoft Outlook (without the quotes):
 
Key: HKEY_CURRENT_USER\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook"
Key: HKEY_LOCAL_MACHINE\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook

Both say Microsoft Outlook.

In addition to the above can you verify quickly for me if this is an issue that is profile specific or something that reproduces with other profiles? To do so you may have to create a test account on your machine, log back in on your machine using the test account and test the merge process. If there are any Group policies being applied on the box and account can you also test with a local account with Admin rights to isolate this?

I created a new profile under my AD account and got the same result.  I then logged into a local account with Administrator rights, set up a new profile (as there was not one created) and got the same result.

Finally just to clarify a few things I am not clear on - you actually did you have a 2003/2007 office installed on this same box and then later installed the full version for Office 2010? If so are you running any older versions of the earlier office installs and also how did you remove the older office versions you had on your machine (that is if you no longer have them installed)?

This PC is a new Dell Optiplex380 with a preinstalled, by Dell, full installation of Office2010.  There were never any previous versions of Office installed.

I did see that the Office 2010 trial version is still installed.  Would that cause this issue?

Thank you, Mary

• Edited by MaryP82 Friday, October 12, 2012 5:58 PM

Hi MaryP82,

Thanks for the update; the reason why I wanted to know was so I could determine if it was failing on the Outlook end of things or the Word side of things.

Are you an Administrator on your box? If not can you have someone with Administrator rights change the default key data value in the hive HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32 to "C:\Program Files (x86)\Microsoft Office\Office14\MSOUTL.OLB"(without the quotes) on your box.

Can you also navigate to the following folder - C:\Program Files\Microsoft Office\Office14\ and tell me if the location contains this MSOUTL.OLB file. This file shouldn't be available if you are running Office 32 bit as per you earlier thread, it should really exist in the C:\Program Files (x86)\Microsoft Office\Office14 path.

Another thing I would want to verify with you is the following, check the following keys too and make sure they say Microsoft Outlook (without the quotes):

Key: HKEY_CURRENT_USER\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook"
Key: HKEY_LOCAL_MACHINE\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook

If they dont have Microsoft Outlook in them please change them to say so.

In addition to the above can you verify quickly for me if this is an issue that is profile specific or something that reproduces with other profiles? To do so you may have to create a test account on your machine, log back in on your machine using the test account and test the merge process. If there are any Group policies being applied on the box and account can you also test with a local account with Admin rights to isolate this?

Finally just to clarify a few things I am not clear on - you actually did you have a 2003/2007 office installed on this same box and then later installed the full version for Office 2010? If so are you running any older versions of the earlier office installs and also how did you remove the older office versions you had on your machine (that is if you no longer have them installed)?

Thanks for your time and effort again on this. It sure helps.

Regards,

Arthur

• Edited by Arthur Ch - MSFTMicrosoft employee Friday, October 12, 2012 3:37 PM

Hi Arthur,

Thank you for all your efforts and work on my issue.

The answers to your questions:

Are you an Administrator on your box?

Yes

...change the default key data value in the hive HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.4\0\win32 to "C:\Program Files (x86)\Microsoft Office\Office14\MSOUTL.OLB"(without the quotes) on your box.

I did that as mentioned in my above post (several times and with at least one restart--kept changing back to original setting.

Can you also navigate to the following folder - C:\Program Files\Microsoft Office\Office14\ and tell me if the location contains this MSOUTL.OLB file. This file shouldn't be available if you are running Office 32 bit as per you earlier thread, it should really exist in the C:\Program Files (x86)\Microsoft Office\Office14 path.

I do not have C:\Program Files (x86)\Microsoft Office\Office14 path. I've checked the System Properties and the installed version of Office--both 32 Bit.

Another thing I would want to verify with you is the following, check the following keys too and make sure they say Microsoft Outlook (without the quotes):
 
Key: HKEY_CURRENT_USER\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook"
Key: HKEY_LOCAL_MACHINE\Software\Clients\Mail
String: (Default)
Value: should be "Microsoft Outlook

Both say Microsoft Outlook.

In addition to the above can you verify quickly for me if this is an issue that is profile specific or something that reproduces with other profiles? To do so you may have to create a test account on your machine, log back in on your machine using the test account and test the merge process. If there are any Group policies being applied on the box and account can you also test with a local account with Admin rights to isolate this?

I created a new profile under my AD account and got the same result.  I then logged into a local account with Administrator rights, set up a new profile (as there was not one created) and got the same result.

Finally just to clarify a few things I am not clear on - you actually did you have a 2003/2007 office installed on this same box and then later installed the full version for Office 2010? If so are you running any older versions of the earlier office installs and also how did you remove the older office versions you had on your machine (that is if you no longer have them installed)?

This PC is a new Dell Optiplex380 with a preinstalled, by Dell, full installation of Office2010.  There were never any previous versions of Office installed.

I did see that the Office 2010 trial version is still installed.  Would that cause this issue?

Thank you, Mary

• Edited by MaryP82 Friday, October 12, 2012 5:58 PM

I am also facing similar problem. I am running Windows 7 32bit with office 2010 standard edition. I also have publisher 2010 installed. I am not able to send html messages from publisher and word. However plain text and attachment messages are working fine.

Hi
MaryP82,

Since you are running a trial version, I would run office scrub and do a clean uninstall
of all office 2010. To do so you would want to run the method 2 from this KB
article- http://support.microsoft.com/kb/290301
(Method 2: Uninstall Microsoft Office 2010 suites with Microsoft Fix it). 
When you do so please make sure before you do you have the install media to do
a reinstall of Office 2010 as this will remove all installs of office 2010.
After that clean scrub of any office 2010 products that are on your machine
using this Fix it, reinstall and test. If the issue persists I would advise you
open a ticket to do a much more detailed troubleshooting. Thanks for your time
and effort.

Regards,

Arthur

 

• Edited by Arthur Ch - MSFTMicrosoft employee Monday, October 22, 2012 4:53 AM

Hi
MaryP82,

Since you are running a trial version, I would run office scrub and do a clean uninstall
of all office 2010. To do so you would want to run the method 2 from this KB
article- http://support.microsoft.com/kb/290301
(Method 2: Uninstall Microsoft Office 2010 suites with Microsoft Fix it). 
When you do so please make sure before you do you have the install media to do
a reinstall of Office 2010 as this will remove all installs of office 2010.
After that clean scrub of any office 2010 products that are on your machine
using this Fix it, reinstall and test. If the issue persists I would advise you
open a ticket to do a much more detailed troubleshooting. Thanks for your time
and effort.

Regards,

Arthur

 

• Edited by Arthur Ch - MSFTMicrosoft employee Monday, October 22, 2012 4:53 AM

Hi
MaryP82,

Since you are running a trial version, I would run office scrub and do a clean uninstall
of all office 2010. To do so you would want to run the method 2 from this KB
article- http://support.microsoft.com/kb/290301
(Method 2: Uninstall Microsoft Office 2010 suites with Microsoft Fix it). 
When you do so please make sure before you do you have the install media to do
a reinstall of Office 2010 as this will remove all installs of office 2010.
After that clean scrub of any office 2010 products that are on your machine
using this Fix it, reinstall and test. If the issue persists I would advise you
open a ticket to do a much more detailed troubleshooting. Thanks for your time
and effort.

Regards,

Arthur

 

• Edited by Arthur Ch - MSFTMicrosoft employee Monday, October 22, 2012 4:53 AM

Thank you for all your help Arthur.

I have uninstalled and reinstalled Office per your post above and still have the same problem.

This should have been a simple fix by Microsoft--remove the "feature" since it does not work.  While I greatly appreciate all your time and efforts on my issue, I am very disappointed that this was apparently overlooked by the development and testing staff.

I will look for another way to accomplish what I need to get done--quite possibly with an open source solution.

I have had the identical results as Mary - and do NOT have a trial copy! No I am not going to restate the obvious steps that Mary has taken above

we also have the same issue. Also the hotfix with kbKB980681 fails with message  "This update is not applicable for your computer.". We run the corporate office 2010 version. Repairs and the mentioned fixit do not help. How can we make the hotfix run on our systems ?

I also have the same problem. Mail merge stopped working after a batch of updates applied to my laptop.

I have the same problem.

Mine seemed to have stopped working after having Lync 2013 was installed alongside Office 2010.
It seems others are experiencing the same issue as me.

http://answers.microsoft.com/en-us/office/forum/office_2010-word/unable-to-send-a-mail-merge-document-from-word-in/198aed7c-fe72-4683-b697-f71867616d11

I'm going to try logging in to a machine that has office 2013 installed later and see if it let's me mailmerge using HTML.

Andy

• Edited by Andy Mclean Wednesday, May 28, 2014 11:34 AM additional info

I have the same problem.

Mine seemed to have stopped working after having Lync 2013 was installed alongside Office 2010.
It seems others are experiencing the same issue as me.

http://answers.microsoft.com/en-us/office/forum/office_2010-word/unable-to-send-a-mail-merge-document-from-word-in/198aed7c-fe72-4683-b697-f71867616d11

I'm going to try logging in to a machine that has office 2013 installed later and see if it let's me mailmerge using HTML.

Andy

• Edited by Andy Mclean Wednesday, May 28, 2014 11:34 AM additional info

I have the same problem.

Mine seemed to have stopped working after having Lync 2013 was installed alongside Office 2010.
It seems others are experiencing the same issue as me.

http://answers.microsoft.com/en-us/office/forum/office_2010-word/unable-to-send-a-mail-merge-document-from-word-in/198aed7c-fe72-4683-b697-f71867616d11

I'm going to try logging in to a machine that has office 2013 installed later and see if it let's me mailmerge using HTML.

Andy

• Edited by Andy Mclean Wednesday, May 28, 2014 11:34 AM additional info

Greetings all. I read through this thread and have done exactly like MaryP82 et al have done to correct this problem. I have the exact same problem with Outlook & Word 2010. I can send email merge but only with attachment and plain text (but no HTML).

I have spent over 8 hours on the phone with pay to use Microsoft Tech Support and no luck. The current tech person says she's never heard of this problem before but it's apparent that this issue has been around for a long time and Microsoft hasn't fixed it. It's unlikely that they will. I know this feature worked on Office 2003 but I had never tried it before until 3 days ago with my current laptop and software. The MS tech is supposed to call me back again today to pick up where we left off. I will show her this thread. It's pretty bad that it hasn't draw MS' attention to fix since there are still a lot of us Office/Outlook 2010 and Win 7 users out there. I'll post if I find something that no one else has  come across. I don't hold out much hope however as it appears to be a feature that has never worked properly.

Regards,

Celeste M

Has there ever been an answer to this thread???  I am seeing exactly the same issue with a client using Office 2007.  Their IT firm has charged them over A$2,000 to date to try and fix - but it is not resolved.  There MUST be an answer to this somewhere!!

Thanks

Since I originally posted this question, I migrated my company from onsite Exchange 2003 to Office365 and ran another test.  This time it worked.

I don't know if that will help anyone else, but I wanted to post that this worked for me.  Since I could not get this to work otherwise, we spent money to outsource the mail merge project.

Thank you,

Mary

Hi Mary:

Thank you for the update.  The sad things is - as you know - this should have worked for you.  After spending many more hours exploring the client's computer yesterday, I believe we may have stumbled upon part of the issue - albeit still not resolved.  When I tried sending to plain text, the Outlook security prompt was displayed "Allow".  But this was never displayed for HTML emails - and should have been. I installed Click Yes - and this stopped the Security prompt messages for plain text.  But still nothing happens for HTML.  So I do believe it has to do with Security, and settings in the registry somewhere.  I will keep updated.

Thank you

Cathy

I too am having problems with the HTML e-mail merge. I always set my Outlook to offline so that i can see the merged emails in the outbox and this worked great on Friday.

My IT have just rolled out Lync 2013 and its stopped working - it seems to process the list as the names change on screen but the outbox is empty.

I have tried sending as plain text and this works but i have to wait for each message to build and then click allow; this is not acceptable. 

Any ideas what Lync has changed and how i can correct this?#

Paul

I have seen this on a number of occasions now over the years.  No-one seems to have an answer - very frustrating.  With the last client, they had to buy a new computer - then all worked as it should!  Must be SOMETHING SOMEWHERE preventing what is out of the box functionality

Cathy

I am facing the same issues with Outlook 2010 on Windows 10

Do any one found out solution to this issue

When I finish mail merge and select plain test I am getting security prompt (programmatic security prompt in Outlook)

But when I select html then there is no prompt and I cannot find that email in outbox and not in sent

Please suggest how to proceed as I am stuck and cannot create html merge

I am facing the same issues with Outlook 2010 on Windows 10

Do any one found out solution to this issue

When I finish mail merge and select plain test I am getting security prompt (programmatic security prompt in Outlook)

But when I select html then there is no prompt and I cannot find that email in outbox and not in sent

Please suggest how to proceed as I am stuck and cannot create html merge

Hi aquib26,

Since this is an old thread, if you need further assistance regarding this issue, I'd recommend you post a new question via:

https://social.technet.microsoft.com/Forums/office/en-US/home?forum=outlook

Thank you for your understanding and support.

Regards,

Steve Fan
TechNet Community Support