Troubleshooting
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      Outlook Add-in Blocking Users from Sending Emails

      Learn how to troubleshoot technical issues with the Outlook Add-in.

      📝 This article describes troubleshooting technical issues.

      This article assumes affected users are familiar with using the Outlook Add-in, including addressing email risks (see instructions).

      Table of Contents

      Outlook Desktop Clients (Windows and Mac)

      Outlook on the Web

      Outlook Desktop Clients (Windows and Mac)

      1. Confirm affected users have a stable broadband internet connection. 

      2. Test the add-in on Outlook on the Web.
      3. Restart Outlook.
      4. Manually clear the cache in Outlook (see Microsoft articles for Windows and Mac).
      5. Remove the Outlook Add-in (see instructions), add note the deployment status for each affected user.
      6. Submit a support request with the necessary details (see instructions) and wait for a response.
      7. Consider enabling the Production Fallback manifest distribution for affected users, if available (see instructions).

      Outlook on the Web

      1. Confirm affected users have a stable broadband internet connection.
      2. Hard refresh Outlook on the Web in the browser.
      3. Test in a new incognito or private browser session with cookies enabled.
      4. Remove the Outlook Add-in (see instructions), add note the deployment status for each affected user.
      5. Submit a support request with the necessary details (instructions) and wait for a response.
      6. Consider enabling the Production Fallback manifest distribution for affected users, if available (see instructions).