Installation & registration
Help! I don't have CDO and/or VBS installed!
I made a mistake in my registration information.
I haven't received my authorisation e-mail yet.
I am an IT support person and I want to package Clovis.
I don't have administrator permissions on my PC.

General
Help! I can't see Clovis or the Clovis folders!
What are the system requirements?
Will Clovis work with webmail?
Does Clovis provide the information that I receive in Clovis folders?
Where can I get sample data so I can see Clovis in action?
How do I change my user settings?
How do I disable Clovis?
How do I uninstall Clovis?

Receiving
I sent a Clovis mail to my friend but it hasn't been processed on their end.
Clovis mails are put in the _Inbox or _Pending folder.
How do I stop receiving a Clovis folder?
How do I stop receiving a Clovis folder for a little while, for example when I go on holiday?
Clovis mails are put in the _Inbox or _Pending folder. Why is this happening and how can I get it fixed?
How do I stop receiving Clovis mails on my Blackberry?

Sending
How do I use Clovis to send data?
'New' and 'Edit' are not available when I right-click on the data in a Clovis folder.
Can I use an existing spreadsheet to send data to Clovis?
Clovis says there is insufficient data to send a Clovis mail.
I sent a Clovis mail, but the data in the folder did not change.
Clovis did not send all the rows in my spreadsheet.
Can I override the Reply-To field?
Can I update or change records someone else sent?

Licences & folders
How do I get access to Clovis folders?
How do I get a sender licence?
Can I create my own, tailor-made Clovis folder?

Support
How do I send my logfile to Clovis support?
My question isn't answered here.

• Go to Start -> Control Panel
• Select 'Change/remove programs'
• Select Microsoft Office, click 'Change'.
• Select 'Add/Remove Features'
• Click '+' icon by Microsoft Outlook for Windows
• Missing files are marked with a red cross icon. If this icon is displayed by Collaboration Data Objects or Visual Basic Scripting Support, the file is missing and will need to be installed for Clovis to run.
• Click the small black arrow by the red cross icon and select 'run from My Computer' option
• Click 'Update Now'
• Follow the instructions on screen. You may be asked to insert your installation disk.

Q: I made a mistake in my registration information. I mistyped my name/my company name/my e-mail address.
A: Please contact Clovis support.

Q: It has been more than half an hour since I sent in my registration e-mail, and the messages window still reads ‘Awaiting Authorisation’. I have received other e-mails in the meantime.
A: Please check if the e-mail has not been intercepted by junkmail filters or inbox rules and placed in another folder. Please contact Clovis support.

Q: I am an IT support person. I want to preconfigure Clovis before deploying it to end users.
A: Please refer to the Additional Installation Notes.

Q: I don't have administrator permissions on my PC. How do I get Clovis installed?
A: You will need to contact your IT support department. Here is some additional information for your IT support people: You only need administrator permissions for the duration of the installation; after the installer finishes they can be reset to your normal user permissions. For the installer to run correctly, it will need to be run under the user account of the intended user - the Clovis installer needs to write certain registry settings into the HKEY_CURRENT_USER part of the registry.

Q: Help! I can't see or select the Clovis folder(s).
A: If the top of your Outlook window looks like this:

click the folder name and a list of folders will drop down. You can then select the Clovis top-level folder, or any other Clovis folder.

If the Clovis folders do not show up in that drop-down folder list, there may be an issue with your Clovis installation. Please contact us so we can help you rectify this issue.

Q: What are the system requirements for using Clovis?
A: To start using Clovis you need the following:

• A PC (see minimum hardware requirements below)
• A working e-mail account
• Microsoft Windows (NT 4.0 Workstation, 98, 2000 or XP)
• Microsoft Outlook (2000, 2002, 2003)

Additional Outlook requirements:
• Collaboration Data Objects (cdo.dll) more info...
• Visual Basic Scripting Support (outlvbs.dll) more info...

• Microsoft Excel (2000, 2002, 2003)
• Internet Explorer (5.5 or higher)

Minimum hardware requirements:
• For Windows NT and Windows 98:
o Pentium III 300 MHz or faster
o 128 MB RAM

• For Windows 2000 and Windows XP:
o Pentium III 300 MHz or faster
o 256 MB RAM

Q: Will Clovis work with Hotmail or other web e-mail accounts?
A: No. Clovis only works with POP3 and Exchange e-mail accounts.

Q: Does Clovis provide the information that arrives in my Clovis folders?
A: No. Clovis is just the software used to encrypt, send, decrypt, sort and display those messages. To see who the sender of a particular record is, look at the 'Reply to' field; it is displayed at the bottom of the preview pane when viewing a Clovis record.

Q: I would like to see Clovis in action. Can you send me some sample Clovis mails?
A: We certainly can. Please contact Clovis support to have some sample data sent to you.

Q: How do I change my user settings?
A: Click on the Clovis folder and select the ‘User Settings’ button that appears in the preview window. For more information, see this help topic on Clovis user settings.

Q: How do I disable Clovis?
A: In Outlook, select ‘Tools’, then ‘Options’. Then select the ‘Other’ tab, and click the ‘Advanced Options’ button. From the next dialog box, select ‘COM Add-ins’. In the next dialog box, untick the checkbox in front of ‘ClovisMailAddin’.

Q: Clovis is running very slowly.
A: Do you have a large number of messages in your Inbox and Deleted Items folders? This will impact Clovis’ performance.

Q: How do I get access to Clovis folders?
A: Receiving encrypted Clovis mails requires valid licences issued by Clovis. Unencrypted mails sent to a folder can be read by anyone. To read encrypted mails within a unique Clovis folder, users must have a valid licence for each unique sender to that folder. Also, the sender of that folder will need to add your address to their e-mail distribution list.

Sending Clovis mails also requires a sender licence. Please contact us for more information.

For you to receive an unencrypted Clovis folder, the sender of that folder will only need to add your e-mail address to their e-mail distribution list.

To receive encrypted Clovis content in a folder, you will need a valid reader certificate for that particular sender and that particular folder. Once a reader certificate has been issued, the sender will need to add you to their e-mail distribution list.

Q: How do I get a sender licence?
A: Please contact Clovis to arrange for a sender licence for a particular folder.

Q: Can I create my own, tailor-made Clovis folder?
A: Yes, we can create a folder according to your specifications. Please contact us for more information.

Q: How do I stop receiving a Clovis folder?
A: To stop receiving a Clovis folder, please notify the support desk.

Q: How do I stop receiving a Clovis folder for a little while, e.g. when I go on holiday?
A: Click on the Clovis folder in Outlook, and select the ‘Suspend Mails’ button. In the dialog box that appears, select the folder you want to take a break from, the date you want to stop receiving Clovis mails for that folder, and the date you want to start receiving that folder again. Click ‘Ok’ to save your holiday settings, and an e-mail will be generated. Press the ‘Send’ button to send it. This e-mail will be copied to the administrator of the folder, so that they can suspend your Clovis mail for the duration of your holiday.

Q: Clovis mails are put in the _Inbox or _Pending folder. Why is this happening and how can I get it fixed?
A: Click on the Clovis folder. The right-hand pane should display the Getting Started page. Underneath that is a white window called 'Messages'. Please look at the messages in this window.

If the messages window says 'Awaiting Authorisation', it means your Clovis is still unregistered. An unregistered Clovis will not process Clovis mails, and will 'park' them in the _Pending folder until it receives its authorisation message from the Clovis registration server. To troubleshoot problems with your authorisation, please contact Clovis support.

If the messages window shows 'You have received a […] mail from [..] for which you do not have a reader's certificate. Contact the sender to ask for authorisation. The sender's encryption certificate is needed.', you have been sent an encrypted mail. You need a reader certificate to decrypt it. To get a reader certificate, please contact Clovis support.

Please contact Clovis support if Clovis mails are staying in your Inbox, or if Clovis mails are being deposited in _Inbox.

Q: How do I stop receiving Clovis mails on my Blackberry?
A: To stop Clovis mails being downloaded to your Blackberry handset go to your Blackberry Desktop Manager and set up a filter to prevent all mails with <Clovis> in the subject line being processed. This filter can also be implemented on the BlackBerry Server, consult your IT dept for details.

Q: How do I use Clovis to send data?
A: Sending Clovis mail requires a sender licence. Please contact us for more information. Once you have a sender licence for a folder, please have a look at the ‘Sending data with Clovis’ tutorial to learn how to send data.

Q: Can I use an existing spreadsheet to send data to Clovis?
A: To use an existing spreadsheet with Clovis, a couple of small changes are necessary:

• The column header names should be exactly the same as the column header names used in the folder; and
• The name of the sheet (on the tab at the bottom left of the spreadsheet) should be identical to the name of the folder you want to send the data into; and
• There should not be any empty rows within the data.

Q: Clovis says there is insufficient data to send a Clovis mail. My spreadsheet has lots of data in it, but when I try to send it as a Clovis mail, a dialog box pops up that says 'There is insufficient data to send a Clovis mail.'
A: Is there an empty row between the column headings and the data? Clovis stops looking for data when it finds an empty row. Remove the empty row and try to send the mail again.

Q: I sent a Clovis mail, but the data in the folder didn't change.
A: Is there an empty row in the spreadsheet you are sending data from? If Clovis encounters an empty row in a spreadsheet, it will not look further than that. Remove the empty row and make sure all your data is contiguous.

In Excel, when you change the contents of a cell, you have to move the cursor off that cell to finalise the change. A good way of making sure all your changes are finalised before you send your data as a Clovis mail, is to select the first cell of the spreadsheet before using 'Send To using Clovis'.

Q: Clovis only sent a couple of rows instead of all the data in the spreadsheet. I sent data from a spreadsheet with many rows. However, not all the rows show up in the folder. What happened?
A: Is there an empty row in the spreadsheet you are sending data from? If Clovis encounters an empty row in a spreadsheet, it will not look further than that. Remove the empty row and make sure all your data is contiguous.

If a column in the spreadsheet contains lots of identical content, and the Send Settings for that particular folder are set to look at that column to identify unique content, only one row will be sent.

Example:
You have a spreadsheet that looks like this:

Column 1	Column 2
Company A	56
Company B	90
Company A	25
Company A	33

If the Send Settings use Column 1 to identify a unique record, only 2 rows of data will be sent when you send this data as a Clovis e-mail. It makes more sense to use Column 2 to identify unique records, since the content of Column 2 has no duplicates.

You can change the Send Settings whenever you send a message. In the Clovis mail editor, select the 'Content Options' tab, then set the 'Columns to identify a record' selection boxes to the appropriate setting.

Q: Can I override the Reply-To field?
A: Yes. There are two ways to override the Reply-To field of Clovis mails.

Method #1: Folder configuration file
The folder configuration file can be found in My Clovis/Users/[username]/Profile. The folder configuration filename consists of the folder name, and the extension .clv. Open it in a text editor (Notepad for example) to edit it. To override the Reply-To field for all mails you send in that folder, you need to add the following to the [OutgoingSettings] section:

ReplyToOverride = user@domain.com

Replace user@domain.com with the e-mail address you want to set as the Reply-To field.

Method #2: Excel spreadsheet
When sending from Excel, the sender's normal reply-to address can be overridden by creating a named range called "ClovisCustomReplyTo". To create a named range in Excel:

• select the cell(s) that contain the Reply-To address you want to use. These cells need to be outside the Clovis data cells;
• select 'Insert';
• select 'Name', then 'Define';
• in the window that comes up, type 'ClovisCustomReplyTo' (without the '') in the 'Names in workbook' field and click Ok.

Q: Can I change or update records that someone else sent?
A: Yes. As of version 1.7.28, Clovis is ready to let you share records with your recipients. However, record sharing will have to be enabled on the folder you are using. To make a Clovis mail shareable, look under the Content Options tab in the Clovis mail editor. If record sharing is enabled on the folder you are sending in, the 'Record sharing' dropdown will be available. If record sharing is not enabled for that folder, the dropdown will be unavailable.

To enable sharing with only people in your organisation, choose 'Within organisation'. To let all your recipients update and change the data you are sending, choose 'With everyone'. To disallow record sharing on the data you are sending, select 'No'.

Q: The support desk requested that I send my logfile. How do I send it to them?
A: Click on your Clovis top level folder. Then click on the User Settings button and select the Advanced tab. Make sure all the checkboxes under Message Log are ticked, and press the Send All button to generate an e-mail containing the logfile. The e-mail will be ready to send. Press the Send button to send it to Clovis support.

Q: The answer to my question isn’t listed here.
A: Please contact Clovis support.