What to do when e-mails and documents from SuperOffice CRM stopped opening with Microsoft Office programs?

(Open in new window)


Previously after double-clicking on an e-mail in SuperOffice, a new e-mail dialog in Outlook would open, now SuperOffice e-mail dialog gets opened instead. As well the E-mail button in the toolbar is inactive (grayed out). In SuperOffice version 9 e-mail button disappeared from the +New section. Moreover, I used to be able to open, edit, and save documents from SuperOffice with Office programs. Now documents in the SuperOffice are being downloaded and opened locally and no changes made in an existing document are saved. Why does it happen and how do I fix it? 


The described situations can occur when SuperOffice Web Tools are not installed or not connected on your computer. To fix it please follow the steps below:

Step 1. Make sure SuperOffice Web Tools are installed

Step 2. Make sure SuperOffice Web Tools are connected to SuperOffice CRM


Step 1. Make sure SuperOffice Web Tools are installed

  1. Open Programs and Features on your computer.
  2. SuperOffice Web Tools has two installers. Make sure SuperOffice Web Extensions and SuperOffice Mail Link are in your Programs list.

  3. If you cannot find Web Extensions and/or Mail Link please install and configure them. Read this FAQ for more information on how to do it.


Step 2. Make sure SuperOffice Web Tools are connected to SuperOffice CRM

  1. Click on  in the top right corner and choose Download - SuperOffice Web Tools. 

  2. In the window that will appear, choose 'Personal computer Home/Office' and in the next step the e-mail client that you use. 
  3. In the next screen, you click on the link "Click here to connect Web Tools to this SuperOffice installation" it will download a configuration file to your computer.

  4. When the xxxxxx.SoConfig file is downloaded please click on it to run.


SuperOffice Online

You'll see a dialog in the right corner of your screen stating that SuperOffice needs to authenticate you to your SuperOffice CRM installation. Click OK, it will start an authentication via the browser and when it happens you'll see a success message.

Note! If you use an authentication provider (Office365 or Google), you might be redirected to their webpage for re-authentication (enter your user name and password) to complete the connection to SuperOffice CRM.

SuperOffice Onsite

You will be asked to enter your SuperOffice CRM credentials in the new dialog, please fill them in.

Then click OK, refresh your internet browser, and your connection to the Web Tools is repaired.


More information:

Troubleshooting video: What to do when documents from SuperOffice stopped opening in MS Office programs?

FAQ: What can I do when I run into the problems with SuperOffice Web Tools?

FAQ: What to do when I get an error "Unfortunately, we were unable to log you into {{applicationIdentifier}}. The error message was Failed to validate identity token" when trying to connect SuperOffice Web Tools?

FAQ: What to do if a new email dialog does not open after clicking on the email address in SuperOffice?

FAQ: What is "SuperOffice Web Tools" and what does it do?

FAQHow do I reinstall Web Tools and/or Mail Link?

Other languages



Language: EN
Version: 7.0 (7.0.4003)→
Product: Sales & Marketing (CRM client)
Product area: Email


Poor  Good


  1. Application
  2. Technical