What to do if the Skype Permissions window does not appear     

Normally when Skylook runs for the first time, a Skype Permissions window appears to allow you to grant Skylook permission to connect to the Skype application.

Under some circumstances, however, the Skype Permissions window may not appear. The steps below show you what to do if this occurs.

1. Reboot your PC and start Skype then Outlook. Soon after starting Outlook you should see the Skype Permissions window:
Skype Security Dialog

2. If the above window appears, click the “Allow…” option then click OK. Skylook should now start normally.

3. If the above window does not appear, follow these instructions to manually alter your Skype permissions.

If the above steps do not resolve the issue, please contact us at skylook@skylook.biz . Depending on the time of day, you may get a response within minutes (a human response – not an auto-generated one). Otherwise we guarantee a response within 24 hours.

How to change Skype Access Permissions for Skylook     

If Skylook’s Skype Access Permissions are not set correctly, Skylook will not operate correctly.

You can configure the Skype Access Permissions as follows:

1. In Skype, go to “Tools > Options > Advanced > Updates”. (NOTE: In Skype 3.1 and earlier, go to “Tools > Options > Privacy” instead).

2. Click “Manage other programs’ access to Skype” (near the bottom of the window).

3. Look for Skylook in the list of programs. Click the “Change” button that appears next to it.

4. You should see a window that looks like this:
Skype Security Dialog

5. Click the top “Allow…” option then click OK. Click OK again to close the options window.

6. If you came to this page from Skylook’s “Skype Permission Window” wizard, simply click “Next >” in the wizard and Skylook should operate normally. If you came to this page from elsewhere, restart Outlook and Skylook should operate normally.

Skype Conference Calls not working?     

If you are unable to start a Skype conference call, this may be due to add-on software or hardware drivers interfering with Skype.

One known example is the software that gets installed with the Logitech QuickCam. (See this link).

If you suspect add-on software or hardware of causing an issue such as this, try uninstalling your add-ons one by one to find out which one is causing the problem.

Thanks to Kyle Jones for making us aware of this.

What to do if you see an “Esellerate” error message     

If you see the message “Esellerate component is not installed correctly”, or similar when starting Outlook, do the following:

Go to http://www.esellerate.net/esellerate_update.asp and download and run the “Updater for Windows”.  This updates the esellerate (i.e. licensing) engine .dll and should resolve the issue.

Installation troubleshooter     

If you receive the message “Installer has insufficient privileges” when installing Skylook, this means that the Windows user account you are logged in as does not have “Administrator” or “Power User” privileges.

The solution is to install Skylook using an Administrator or Power User account. You will still be able to run Skylook under your normal user account, but higher privileges are required for the actual installation.

Skylook Activation Troubleshooter     

If you cannot activate Skylook, follow these steps:

A. Check that your serial number is valid for the version of Skylook that you are running. NOTE: Serial Numbers issued for Version 1.0 and 1.5 (i.e. those with the prefix “busines”, “home” or “academi”) will not work with Skylook Version 2.0, as Skylook 2.0 is not a free upgrade from 1.5. If you purchased 1.5 you are entitled to a discount on Version 2.0 – see the purchase page for details. You can also use all of the 2.0 features for 14 days without purchasing the upgrade. Otherwise, to remove 2.0 and revert to 1.5, get 1.5 from the download page.

B. Use Copy and Paste rather than entering the serial number by hand. To paste the serial number into the activation wizard, first click into the “Serial Key” box, then hold down CTRL and press V.

C. Make sure you are using the Serial Number from the email sent to you when you purchased. This will have the prefix “skylook” for V2.0, or “busines”, “home000″ or “academi” for 1.0/1.5. Make sure you paste the entire Serial Number, including the prefix.

D. Check that there are no leading or trailing spaces in the serial number when you paste it into the activation wizard.

E. If you previously activated successfully on this PC, please contact skylook@skylook.biz for help.

F. If this is the first time, and you cannot activate, it may be due to firewall settings on your PC or network.

In this case, the manual product activation process should work. The manual product activation process unfortunately takes a little more time and effort than standard activation, which is normally automatic once you purchase from withing Skylook, or once you enter your serial number.

The following procedure uses the Manual Product Activation Wizard to activate your product, when your computer is connected to the Internet but a firewall or other cause is preventing two-way communication with our servers.

1) Physically remove/disconnect the Ethernet cable or phone line from your computer, to completely disconnect your computer from the Internet.
2) Attempt to activate Skylook (Help > Purchase / Activate Skylook > Activate > Next). After you paste or enter your serial number and click the “Next” button, you should encounter a window called “Activation Options”.
3) In the Activation Options window, you will see a description of the activation process followed by three or four options. Select the first option, labeled “Activate using a web browser on this computer”.
4) Click “Next”.
5) On the next screen, labeled “Web Activation”, click the link pointing to http://activate.esellerate.net.
6) Your “Installation ID” will be pre-filled in the field on After Purchase Services Web page. Click “Submit” to retrieve your Activation Key.
7) Your Activation Key will be displayed in a larger field at the bottom of the Web page. If it’s not already highlighted, use your mouse to select the entire key and press Ctrl+C to copy it.
8) Return to the “Web Activation” screen of the product activation wizard, and click “Next”.
9) Click in the very first box in the “Activation Key” field (i.e., box
“A”) and then paste your Activation Key using Ctrl+V. Your Activation Key will be pasted correctly into the various boxes automatically.
10) Click “Activate”.

This completes the Manual Product Activation wizard, and Skylook
should now be successfully registered and activated. Don’t forget to
reconnect your computer to the Internet when you’re done.

What to do if recording does not work     

If your call recording is working, but you are not happy with the quality, click here.

If recording is not working at all, this is usually due to software that you has been installed on your PC previously, that has made adjustments to your Audio codecs and has stopped the default MP3 codec from working correctly. Specialist audio and video products (e.g. capture cards) commonly change the audio codecs during installation.

If you are happy to use a format other than MP3, or if you want to use a codec other than the default MP3 codec for conversion to MP3, go to “Tools > Options > Recording > Advanced Recording Options > Audio Format > Change” . Choose another format from those available on your machine. When you click OK to close the options dialog, Skylook will check whether conversion to that format is possible. If it is not, Skylook will tell you to try another format.

If on the other hand you wish to keep the default settings, and use the default MP3 codec that is installed with Windows, follow these steps:

1. Close Outlook.

2. Look in your Windows\System32 directory for the file l3codeca.acm (NOTE: That’s a lowercase L at the start of l3codeca.acm, not the digit “one”). If the file exists, go on with Step 3 below.

If the file does not exist, and you are running Windows XP, install Windows Media Player (via Control Panel > Add or Remove Programs > Add/Remove Windows Components). If Skylook recording still does not operate, return to this page.

If the file does not exist, and you are running Windows 2000, install Windows Media Services (via Control Panel > Add or Remove Programs > Add/Remove Windows Components). If Skylook recording still does not operate, return to this page.

3 Start the Control Panel.

4. Open Sounds and Audio Devices.

5. Click on the Hardware tab, and select Audio Codecs.

6. Click the Properties button, followed by the Properties tab.

7. If Fraunhofer IIS MPEG Layer-3 Codec is listed, proceed with Step 8. Otherwise skip to Step 10.

8. Click on Fraunhofer IIS MPEG Layer-3 Codec, then click Properties.

9. Click on Do not use this audio codec, then click OK. Keep clicking OK until you are back at the Control Panel.

10. Click the Windows Start button and choose the Run option.

11. Enter cmd then click OK.

12. Type C: then press the ENTER key.

13. Type cd \windows\system32 then press the ENTER key.

14. Type regsvr32 l3codeca.acm (NOTE: That’s a lowercase L at the start of l3codeca.acm, not the digit “one”) then press the ENTER key.

15. Follow steps 2 to 5 again.

16. Click on Fraunhofer IIS MPEG Layer-3 Codec, then click Properties.

17. Click on Use this audio codec, then click OK. Keep clicking OK until you are back at the Control Panel.

18. Start Outlook and test the Skylook recording functionality.

If you are still having issues, contact Skylook technical support.

What to do if you can’t find your Skylook recordings     

By default, Skylook places recordings in a folder called “Skylook Conversations” in your default Outlook mailbox. Also by default, all calls are recorded, but only your side of each call is recorded. All of these defaults are changeable by selecting “Tools > Options” on the Skylook toolbar.

If you cannot find the Skylook Conversations folder, try selecting “Go > Folder…” from the main Outlook menu. The Skylook Conversations folder should appear in the list.

When browsing the Skylook Conversations folder, you should see one item for each call that you made since installing Skylook. If you do not see any items, this may be because:

  • Your free trial period has expired (see “Help > About Skylook” in the Skylook toolbar)
  • Your options are set to store conversations to a different folder (see “Tools > Options > General > Save Items To” from the Skylook toolbar)
  • Outlook was not running when the calls were made.
  • Outlook was closed while the call was in progress.
  • The call was a missed call or voicemail / auto-answered call – these appear in the Outlook Inbox folder.

Each call item in the Skylook Conversations folder has an attached MP3 file by default. If you have call items but there are no attachments. this may be because:

  • Skylook had a problem creating the recording. Read these instructions for resolving recording issues.
  • Skylook is not configured to automatically record all calls (see “Tools > Options > Recording” from the Skylook toolbar: the options “Allow call recording” and “Start recording automatically when each call starts” should both be set, if you want to record all calls. Alternatively just check the “Allow call recording” option to manually record selected calls).
  • Skylook is configured to save recordings to a folder on your hard disk rather than as attachments to your Outlook items. (see “Tools > Options > Recording > Store each recording in a folder”).

What to do if the Skylook toolbar doesn’t appear in Outlook     

If you have followed the Skylook installation instructions and the Skylook toolbar does not appear, or if the toolbar was appearing but now has stopped appearing, try the following suggestions:

  • Make sure you are running Outlook 2000/XP/2002/2003/2007/2010. Skylook will not work with Outlook Express.
  • If you are running Outlook 2010, make sure you have the 32 bit version installed. This is the default option, even on 64 bit Windows systems, so normally this should be fine. Skylook does not support Outlook 64 bit.
  • If you received an error message referring to “Esellerate”, click here for assistance.
  • Click here then click the “Run” button. Click “Restore Skylook Toolbar” to restore the registry entry that tells Outlook to start Skylook. Then reboot your PC and restart Outlook.
  • If you use ActiveSync to synchronize Outlook with a mobile device, skip to the numbered instructions at the bottom of this page.
  • If you are running Outlook 2003 or earlier, check “Help | About Microsoft Office Outlook” in the main Outlook menu. Click the “Disabled Items” button. If Skylook appears in the list, enable it and restart Outlook.
  • If you are running Outlook 2007/2010, check “Tools | Trust Center…” in the main Outlook menu. Click “Add-ins” on the left and check the list to see if Skylook is listed. If it is listed but disabled, use the “Manage” button at the bottom of the page to re-enable it.
  • Right-click any of the Outlook toolbars. If Skylook appears in the list of items but is unchecked, check it to make the Skylook toolbar visible.

If none of the above suggestions help, or if you run ActiveSync, try the following:

  1. Close Outlook.
  2. Close Skype.
  3. Right click the Task Bar and choose “Task Manager” (or press CTRL-ALT-DEL to start Task Manager).
  4. Click the “Processes” tab.
  5. Click the “Image Name” column to sort the tasks by name.
  6. Look in the list for “OUTLOOK.EXE”. If it is there, this means Outlook didn’t close properly when you closed the main Outlook window (this can be caused by add-ins such as ActiveSync). Click the row with OUTLOOK.EXE on it, then click the “End Process” button. A warning will appear – click “Yes”.
  7. Now start Outlook again. The Skylook startup wizard and/or the Skylook toolbar should now appear.
  8. If OUTLOOK.EXE did not appear in task manager, or if the steps above did not resolve the problem, restart your PC then restart Outlook.

If none of the above suggestions help, email us at skylook@skylook.biz for more help. Please send the file “skylook.log” from your “My Documents” directory as an attachment to help us trace the problem.

Skylook Recording Troubleshooting     

What kind of trouble are you having?

If none of the links above helps resolve your issue, contact Skylook support: skylook@skylook.biz .