TDF CRM Outlook add-in is not connecting

If your TDF CRM Outlook add-in is not connecting, it could be failing to authenticate due to an internet connection issue or version mismatch. You may be seeing an error message about the user's SID not being added to the database or a database connection error.

1. Check your internet by opening a browser and attempting to navigate to a couple different websites
2. If your internet is not working, you will need to contact your IT department or your Internet Service Provider
3. If your internet is working correctly, make sure that you are able to connect to your TDF CRM database.
   1. Confirm you are connected to your company's VPN if necessary 
   2. This can be tested using the TDF Desktop client if you have it installed
   3. If using the mobile add-in only, open a Command Prompt window and attempt to ping the database server.
   4. 
4. Check the bit version of your Microsoft Office installation
   1. https://support.microsoft.com/en-us/office/about-office-what-version-of-office-am-i-using-932788b8-a3ce-44bf-bb09-e334518b8b19
5. Check the TDF CRM version
   1. Open Control Panel
   2. Set view by "Category"
   3. Click "Uninstall a program"
   4. 
   5. Search for TDF CRM
   6. 
   7. Client 64 as shown in the screen shot indicates the 64-bit client. If it does not show 64, it is the 32-bit (x86) client.
6. Make sure that the bit version matches between the Microsoft Office installation and the TDF CRM installation.
   1. If they do not match, uninstall Microsoft Office or TDF CRM and install the matching version.
   2. NOTE: It is recommended to use 64-bit for both Microsoft Office and TDF CRM
7. Navigate to your TDF CRM website and add /api at the end
   1. Example: https://company.tdfanywhere.com/api
8. Check the "File Version" number as shown below:
   1. 
   2. In this screen shot you can see the "FileVersion" is 12.0.0.428
9. Make sure the TDF CRM website File Version matches the TDF CRM version that is installed.
   1. If the versions do not match, install the same version as the "FileVersion" on the TDF CRM website.
10. If you continue to experience issues, please contact the White Cup Support Team for additional assistance.