Because the Outlook Add-In works within Outlook, there are several possibilities you can check when troubleshooting Outlook Add-In issues.
First, try refreshing Outlook. If you are still having issues, move on to the troubleshooting steps and read over our FAQs. If your issue persists, please contact support.
Refreshing Outlook
The first step is to try refreshing Outlook, using the following steps:
- Close and reopen Outlook. Close Outlook. Ensure that there are no additional compose or read windows open and Outlook is completely closed. Then, reopen Outlook.
- Refresh the main Filevine Add-in panel. Right-click in the main add-in panel and click Reload.
- Refresh the popup. Click Sign in. In the popup, right-click and click Reload.
- Sign in. Sign in as you normally would.
Troubleshooting 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.
- If you are using the web version of Outlook, clear your cache. After clearing your cache, reload the page.
- 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 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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