I am unable to access the AskCody add-ins in the Outlook Client

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: 

Outlook Ribbon with greyed out Add-ins

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:

Blank AskCody add-in in Outlook

There are two viable solutions for this situation:

  • AskCody services need to be Whitelisted. In the following link, you can find the instructions on how to Whitelist the AskCody services: Whitelisting AskCody Services
  • 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:

 Error code in AskCody Add-in in Outlook

 

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