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Add-In not Loading in MS Outlook, Troubleshooting Steps

 

 

This article provides basic troubleshooting guidance if the Add-In doesn’t load in MS Outlook. Proceed with the following steps to investigate and resolve the issue.

 

Check Add-In status

  1. Make sure the Add-In is installed by verifying its status in SAP Cloud for Customer. Go to E‑Mail Integration > Groupware Settings > Users. Find and open the affected user, click the “Gear” button in the upper right corner and click Check Add-in Status

 

  1. Upon the check of the Add-In Status, you should obtain the following result messages:

 

  1. Log in to Exchange server Outlook Web Access (OWA) or open MS Office 365 account in a web browser and make sure Add-In is loading successfully

 

 

Check the current MS Outlook version

If Add-In works in OWA but doesn’t load in MS Outlook – check the current MS Outlook version and make sure the most recent updates are installed. Also, refer to additional information about versions on the Microsoft page here.

Try to install any other free Add-In from the MS Office store and check, if it works.

 

 

Clear Add-In local storage


1. Open SSI in your MS Outlook, right-click on the Add-In area and select Inspect in the contextual menu to open the DevTools window

  • If nothing happens when you right-click on the Add-In area, alternatively, you can use Microsoft Edge DevTools Preview. Get it in Microsoft Store and refer to this article to learn how to use it




  • If none of the above options work, most likely the Add-In runs on Internet Explorer, so you need to use IEChooser. To launch IEChooser:
    • Open File Explorer, copy the path C:\Windows\System32\F12\IEChooser.exe, paste it to the address field in the File Explorer window, and press Enter on the keyboard. Then proceed with steps as with Microsoft Edge DevTools



2. In the opened DevTools window, go to the Application tab



3. On the left-hand Storage pane, expand Local Storage and select the option that appeared below




4. Click the ⊘ Clear All button to clear the Add-In local storage

 

 

Clear the MS Office cache

Sometimes changes to Add-In commands, such as the icon for a ribbon button or the text of a menu item, do not seem to take effect. Clear the MS Office cache of the old versions. Delete the content of folder %LocalAppData%\Microsoft\Office\15.0\WEF (for MS Office 2016, it would be 16.0) and restart MS Outlook.