Editing Troubleshooting Outlook Add in (section)

== Step-by-Step Instructions for Troubleshooting ==

In cases where you encounter issues with the ActiveCampaign Outlook Add-in, follow these steps to troubleshoot common problems:

=== Outlook Add-in Loading Blank Screen ===

If you experience a blank screen in the Outlook Add-in while using the Outlook Desktop app on Windows, proceed with the following checks:

1. **Internet Explorer 11 Support**:
   ActiveCampaign does not support '''Internet Explorer 11'''. Since Microsoft will no longer support this browser as of August 2021, ensure you have installed WebKit2 from Microsoft to update your runtime environment. For instructions, visit the [Microsoft WebView2 documentation](https://docs.microsoft.com/en-us/microsoft-edge/webview2/).

2. **Script Blocking**:
   If a script is being blocked and causing the blank screen, follow these steps:
   - Select the '''Windows''' button, search for '''Tools''', and choose '''Internet options'''.
   - In the window that opens, go to the '''Security''' tab, and select '''Internet'''.
   - Click on '''Custom level''', scroll down to the '''Scripting''' section, and enable '''Active Scripting'''.
   - Close the options by clicking '''Ok''' twice.
   - Restart the Outlook Add-in to check if the issue persists.

For more information on this, see Understanding the Office Add-ins runtime [here](https://developer.microsoft.com/en-us/microsoft-365/blogs/understanding-office-add-ins-runtime/).

=== Outlook Add-in Button Graying Out ===

If the add-in button appears grayed out when switching between inboxes, this may be due to several reasons:

- The admin might have enabled access to the Microsoft Store and installation of Add-ins but not permitted the use of optional connected experiences. Refer to the article on how to [Check Optional Connected Experiences Enabled](https://support.microsoft.com/en-us/office/encrypt-email-messages-373339cb-bf1a-4509-b296-802a39d801dc?ui=en-us&rs=en-us&ad=us).
- The reading pane for the specific inbox may be disabled. Instructions on how to [Enable the Reading Pane](https://support.microsoft.com/en-us/office/use-and-configure-the-reading-pane-to-preview-messages-2fd687ed-7fc4-4ae3-8eab-9f9b8c6d53f0?ui=en-us&rs=en-us&ad=us) can be found here.
- If your emails are encrypted, the Add-in will not function properly with these messages. Confirm if email encryption is applied by consulting your IT team.

If these steps do not resolve the issue, contact Microsoft support regarding your Office365 configuration.

=== Taskpane Pinning Troubleshooting ===

Taskpane Pinning is a feature supported only for Microsoft 365 subscribers using specific Outlook versions. Ensure the following requirements are met:

- Outlook 2016 or later on Windows (with build 7668.2000 or higher for users in Current or Office Insider Channels; build 7900.xxxx or higher for users in Deferred channels).
- Outlook 2016 or later on Mac (version 16.13.503 or higher).
- Modern Outlook on the web.

To use the Taskpane Pinning feature:
1. Click the pin icon located in the header of the Outlook Add-in during each view (inbox, sent folder, drafts, etc.).
   
If you encounter difficulties enabling this feature, ensure you are on a supported Outlook plan. If issues persist, contact ActiveCampaign support for further assistance.