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Troubleshooting

This section outlines common issues users may experience with the Outlook Add-in and how to resolve them.

Add-in Not Visible After Installation​

  • Restart Outlook.
  • If the issue persists, try clearing the add-in cache.

Login Code Not Received​

  • Open the Notification Center (bell icon) in the ADITO Client.
  • Ensure the system grants access to the Notification Center.
  • Confirm the Outlook account email matches the one used in the ADITO client.
  • Ensure the user has the required roles: INTERNAL_WEBSERVICE and OUTLOOK_ADDIN. Missing roles can cause authentication to fail with a 401 Unauthorized error.

Manifest File Rejected​

  • Ensure the manifest file is the latest version.
  • Check that it is correctly formatted.

Outlook Limitations​

Compatibility​

  • Recommended Configuration: Use "The new Outlook" or the latest Microsoft 365 version together with a modularized ADITO project setup.
  • Supported APIs: The add-in is based on Office JavaScript API requirement set 1.8, which is compatible with most modern Outlook versions.
  • Compatibility Reference: For a complete list of compatible Outlook variants and API levels, refer to the Microsoft documentation.
warning

Outlook versions outside the recommended configuration are not actively supported by ADITO. Compatibility with these variants depends on Microsoft’s implementation and cannot be guaranteed. Support for such cases must be handled by the implementing project team or ADITO partners.

supported outlook versions Figure: Supported Outlook variants/versions

supported exchange versions Figure: Supported Exchange variants/versions

Desktop Outlook​

  • Removing add-ins is currently not supported due to a known Microsoft bug.
  • This prevents updates to existing installations.
  • Workaround suggestions are available in this Microsoft Answers thread.
tip

This limitation does not affect Outlook Web Access (OWA) or Microsoft 365 Outlook.

Missing "Get Add-Ins" Button​

  • This issue may occur in the "new Outlook."
  • Follow these instructions to restore the button.

Additional Considerations​

  • Synchronization between Outlook Web and Desktop clients may take up to 7 days.
  • Login codes are delivered exclusively to the ADITO client Notification Center.
  • Resetting the add-in may be required in some cases.

Reset Functionality​

If the Outlook Add-in exhibits faulty behavior (e.g., login issues, outdated data, unexpected errors), a full reset may help restore expected functionality.

To reset the Add-in:

  1. Open the Add-in interface in Outlook.

  2. Click the Settings icon (cogwheel) in the upper-right corner.

    cog Figure: Accessing the settings via the cog icon

  3. Select Reset settings & cache.

    reset cache Figure: Resetting configuration and cache

This action resets the following:

  • System URL
  • Login token
  • Add-in cache

After reset, the login screen is displayed again.

tip

Try reinstalling the add-in if the reset does not resolve the issue.