This article discusses the recommended troubleshooting steps when encountering issues with Filevine’s Outlook Add-in. Because the add-in operates within Outlook, there may be several possibilities to explore and rule out while troubleshooting.
First, try clearing your cache. If issues persist, move on to the next troubleshooting step. If you are still having issues after attempting these steps, please contact support.
Clear Cache
Follow the steps for the version of Outlook you’re using. For the most up-to-date and complete steps, read Microsoft’s article: Clear the Office cache.
If these steps do not resolve the issue, uninstall the Outlook add-in. Repeat the steps for your respective version of Outlook, and then reinstall the add-in. If the issue still is not resolved after that, proceed to the Additional Steps section.
Outlook for Web
Clear your browser’s cache and cookies. Close and reopen your browser, and then sign back in to Outlook.
New Outlook for Windows
Before you start, make sure to completely close Outlook on your device.
- Open the Run dialog. Go to Start > Windows System > Run or press Windows + R on your keyboard.
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Open DevTools for Outlook. Copy and paste the following string and click OK:
olk.exe --devtools -
In DevTools, select Network and clear cache. After Outlook and Microsoft Edge DevTools open, select the Network tab in DevTools. In the list of requests, right-click anywhere and select Clear browser cache.
- Close DevTools and restart Outlook. Close the DevTools window and Outlook. Reopen Outlook, and the add-in should now load fresh content.
Classic Outlook for Windows
Before you start, make sure to completely close Outlook on your device.
- Open File Explorer. Click the folder icon in your taskbar or press Windows + E on your keyboard.
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Go to Outlook’s local app data. In the address bar, copy and paste the following string and press Enter:
%localappdata%\Microsoft\Outlook - Open RoamCache. Find and open the RoamCache folder.
- Delete all files. In the RoamCache folder, press Ctrl + A to select all files, and then delete them.
- Reopen Outlook. Once Outlook is open, the add-in should now load fresh content.
Outlook for Mac
- Open Finder, then open Go to Folder. Open Finder. Make sure Finder is set to show hidden files. In the menu bar at the top, select Go > Go to Folder.
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Open Outlook’s web cache. Copy and paste the following string, and select the matching result. If this folder doesn’t exist, see Microsoft’s article for alternatives.
~/Library/Containers/com.Microsoft.OsfWebHost/Data/ - Delete folder contents. Select all contents of this folder and delete them.
- Open Go to Folder again. In Finder, select Go > Go to Folder.
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Open Outlook’s Wef cache. Copy and paste the following string, and select the matching result. If this folder doesn’t exist, see Microsoft’s article for alternatives.
~/Library/Containers/com.microsoft.Outlook/Data/Documents/wef - Delete folder contents. Select all contents of this folder and delete them.
- Reopen Outlook.
Additional Steps
To ensure the product and engineering team can research customer issues as quickly as possible, perform the following steps before reaching out to support.
- Ensure the OS and Outlook app (if using a desktop or mobile version) or browser (if using web version) are up-to-date. To use the Outlook Add-in, you must have a Microsoft Exchange Server, which usually requires Office 365. You must use either Outlook on the web or the newest version of the Outlook app.
- Sign out of Filevine and then re-sign in.
- Sign out of the Filevine app from within the Add-In, and then sign back in.
If the issue persists after these steps, reach out to support.
FAQs
The add-in is installed, but I can’t see the Filevine button in my Outlook ribbon.
This can happen when the reading pane is either not open or is off. In that case, the Filevine add-in will only show up with an email that is being actively read. To solve this issue, turn the reading pane on or double-click to open a new email.
I can’t see the “Get Add-Ins” button in my Outlook ribbon.
This usually happens when the email account being used is not a Microsoft Exchange account. Only companies that configure their email using Exchange, commonly with Office 365, will be able to use Filevine’s Outlook Add-In.
Users with G Suite accounts who use Outlook as a mail client are not able to use the Outlook Add-In, since these accounts are set up using the IMAP protocol.
What permissions are granted to the Filevine Outlook Add-in once installed?
For a breakdown of the Microsoft permissions granted to the add-in, read the Required Permissions section of the Outlook Add-In: IT Admin Guide article.
What browsers are used by the Outlook Add-In in the Desktop client?
Microsoft changed the browser used behind the scenes in the Outlook Add-In from Internet Explorer to Edge. Internet Explorer is not supported—Edge is. Edge is backed by Chromium, but has nothing to do with the Chrome browser or with the user’s default browser. You cannot set Microsoft to use Chrome in the Outlook desktop client, even if Chrome is set to be your default browser. Learn more about the browsers used by Office add-ins.
Can I use the Filevine Outlook Add-In in the Outlook mobile application for iOS or Android?
This functionality has not been built. It would not support default mail clients like Gmail or Apple Mail. While it could be built, we have not seen interest in this rise to the level of prioritizing the work.
What happens if I have issues with sign-in?
If you’re having issues logging in to the Filevine Outlook Add-In, start by resetting your Filevine password. This will sync and should correct issues signing in to the Outlook Add-In. Do not use any forgot password link in the Outlook Add-In to reset passwords.
Ctrl+Alt+O can trigger a logout but is neither very effective nor supported.
On Windows, you can use Ctrl+f5 to refresh the application, which can clear the cache.
I’m getting a strange error/unexpected layout. What should I do?
Start by checking Outlook and Windows updates. These should all be done before any issues are escalated.
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