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Email details are blank after profiling into Document Manager

This support note applies to:

  • AO Document Manager (AU)
  • AO Classic Document Manager (AU)
  • AO Classic Document Manager (NZ)
  • AO Document Manager (NZ)
  • AE Document Manager (NZ)
  • AE Document Manager (AU)

These instructions require technical expertise

Make sure you know what you're doing and are using one of the products listed. If you're not sure, ask your IT professional or MYOB.

Article ID: 37443

In MYOB Document Manager (DM) you may find that when you create an email that the details area is blank after it has been profiled.
MYOB advises that this can occur if you are using Microsoft Office 2013 and if you have recently applied the Microsoft Office 2013 update KB3055012.
To resolve this issue you will need to remove the update.  

The following instructions will step you through this process.

Update - Microsoft have issued updates that resolve this issue.

Office 2013/365

Update to the latest version - 15.0.4753.1002.  To do this in Outlook click on File > Account Options and select Check for Updates in the Update field.

Office 2013

Install Microsoft KB3085495 via Windows Updates through Control Panel.

Removing the Update

Perform the following steps on all of the affected workstations.

  1. Exit from all Microsoft Office applications. All Microsoft Office applications are closed.
  2. Follow the menu path: Start > Control Panel > Programs and Features > View Installed Updates. A list of Installed Updates appears.
  3. In the Name column, locate the Microsoft Windows (KB3055012) update and highlight the line. The installed update is highlighted.

    You will need to change your auto update settings for Windows to notify me, so you can control updates, or this update will be pushed out by Microsoft again. If you're unable to find KB3055012 you may be using Office 365. Please refer to the instructions below to uninstall Office 365 Click-To-Run Updates.
  4. Select Uninstall. The Wizard begins.
  5. Follow the Wizard to completely uninstall this update. The update is uninstalled.

You will now need to uninstall the Office 365 Click-To-Run Updates. 

Uninstalling the Office 365 Click-To-Run Updates
Ensure that these instructions are completed by someone familiar with the Microsoft Windows operating system as Microsoft Office and it's updates are not supported by MYOB.

Office 365 installations use different update mechanisms to other versions of Office 2013. Office 365 installations are referred to as "Click-To-Run" installations which means that they are always up to date. Reverting to a previous build number (before the update) of Office 365 is possible but is a very different process to other version of Office 2013.

You will need to change your Windows updates from Automatic to Download and Notify Me. This is because if you do not change this update setting, the Windows update will be re-applied and will cause the issue to re-occur.
Online Repair

To revert to an earlier released version of Office 2013 as an Office 365 installation, you must use the "Online Repair" feature and specify the build number you would like to revert to. As the Office 365 installations are automatically updated in the background, you must disable the automatic updates first. This can be done in any Office 365 application via File > Office Account > Update Options > Disable Updates.

Open an elevated command prompt.

  • At Start type cmd
  • Right click on Command Prompt and choose Run as Administrator.
  • Provide your administrator credentials or confirm the User Account Control dialog when prompted.
  • Depending on whether you are using a 32-bit or 64-bit verison of Windows, type the following and then press ENTER.
    • 32-bit Windows
      cd %programfiles%\Microsoft Office 15\ClientX86\
    • 64-bit Windows
      cd %programfiles%\Microsoft Office 15\ClientX64\

You can specify the build number to return using the following command line:
officec2rclient.exe /update user updatetoversion=15.0.4737.1003

After pressing ENTER the Updating dialog opens. When the process is complete open Outlook and go to File > Office Account. In the Office Updates section it will now list the version that you specified to revert to.


Insert PR# 120798044391


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