Learn how to troubleshoot when the AskCody add-ins for Outlook are greyed out, blank, or are displaying an error message
There are 3 different scenarios in which this incident can occur. Please read further and select the most suitable one for your case:
First scenario
The add-ins are greyed out in the Outlook client and therefore are not clickable.
In this case, the interface usually looks like this:
This happens when using Add-ins on behalf of other users (in other words, allowing delegated access). In order to allow this to happen, there are two options:
- If you and your organization are on Exchange Online and have the latest Outlook client updates, you might need to re-deploy your add-ins to make sure you have their latest version.
- If you and your organization are not on Exchange Online, VSTO add-ins need to be used for delegated scenarios.
The following link contains the instructions to use add-ins in delegate access: Using add-ins on behalf of other users (delegated access)
Second scenario
The add-in icons are clickable, but when the side panel appears in Outlook, it does not display any type of content.
In this case, the interface usually looks like this:
There are two viable solutions for this situation:
- AskCody needs to be Whitelisted. In the following link, you can find the instructions on how to Whitelist the AskCody: Whitelisting AskCody
- The security level in Internet Explorer is set to a value higher than Medium and AskCody needs to be added to the "Trusted Sites" list. In the following link you can find instructions for how to do this: Why is the Add-in/ Plug-in/ VSTO blank in Outlook?
Third scenario
The add-in icons are clickable, but when the side panel appears in Outlook, it displays an error code.
In this case, the interface usually displays an error code and an Incident ID similar to the following:
Fourth scenario
The design of the add-ins is not updated to the newest version, despite having deployed the latest Manifest URL.
In some instances, clearing the cache in Outlook has solved this issue, and Microsoft has a guide on how to do this: Manually clear the Office Cache
Disclaimer: Clearing the cache as described above and the results thereafter is not something we can recover or foresee what it might cause, as it is not an AskCody related action.
Most error codes have a troubleshooting procedure, which will allow you to solve the incident on your own. In the following link, you will find instructions for how to handle different error codes: Troubleshooting AskCody Error Codes