Editing Troubleshooting Outlook Add in

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'''Navigation:''' [[Main_Page]] > [[Outlook Add-in]] > [[Troubleshooting]] > Troubleshooting Outlook Add-in

== Troubleshooting Outlook Add-in ==

The ActiveCampaign Outlook Add-in enhances your email experience by integrating marketing automation tools directly into Outlook. However, unexpected behavior can sometimes occur while using the Add-in, disrupting your workflow. This article provides guidance on troubleshooting common issues, helping you efficiently resolve problems and optimize your use of the Outlook Add-in.

== How to Access This Feature ==

To access the ActiveCampaign Outlook Add-in, ensure that your Outlook application is properly configured. You can download the Outlook Add-in from the Microsoft Store and add it to your Outlook environment. It is recommended to follow the installation instructions provided during the setup process.

== 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.

== Configuration Options and Settings ==

Within the Outlook Add-in, several configurations can be optimized to improve functionality:

- **Internet Options**: Ensure the settings reflect an enabled '''Active Scripting''' feature as detailed in the troubleshooting section.
- **Reading Pane**: Make sure the '''Reading Pane''' is enabled for seamless interactions with your emails.
- **Add-in Permissions**: Verify and adjust any permissions regarding connected experiences based on your admin's settings.

== Best Practices and Tips ==

1. Always ensure you are using a supported version of Outlook to take full advantage of the ActiveCampaign Add-in features.
2. Regularly check for updates to both Outlook and the ActiveCampaign Add-in to ensure compatibility and access to the latest features.
3. Familiarize yourself with the network requirements for running the Add-in smoothly, including firewall settings that may affect its operation.

== Common Use Cases with Examples ==

- **Managing Marketing Campaigns**: Use the Outlook Add-in to seamlessly integrate email outreach efforts into your existing campaigns while tracking engagement directly within Outlook.
- **Coordinating with IT Teams**: Easily communicate issues to IT regarding configuration settings that may affect add-in functionality, using the troubleshooting guides as reference points for common problems faced.
  
== Troubleshooting Section ==

Refer to the above detailed instructions for troubleshooting blank screens, grayed-out buttons, and taskpane issues to properly address challenges with the Outlook Add-in.

== FAQ ==

=== Q1: What do I do if my Outlook Add-in is still showing a blank screen? ===
A1: Ensure that you have the correct version of Microsoft Outlook installed and that you are not using Internet Explorer 11. Clear your browser cache if necessary and check your script permissions.

=== Q2: How can I confirm if my emails are encrypted? ===
A2: Contact your IT department to verify whether your emails are encrypted.

=== Q3: Why is the ActiveCampaign Add-in button grayed out? ===
A3: This could be due to permissions set by your admin or the reading pane being disabled. Follow the troubleshooting steps listed above.

=== Q4: What versions of Outlook are compatible with Taskpane Pinning? ===
A4: Taskpane Pinning is supported on Outlook 2016 or later for both Windows and Mac, as well as in Modern Outlook on the web.

=== Q5: Where do I go for further support? ===
A5: You can visit the ActiveCampaign support page for additional assistance and queries.

=== Q6: Are there any known issues with the Outlook Add-in? ===
A6: Common issues include the Add-in showing a blank screen or buttons being grayed out; refer to the troubleshooting sections for solutions.

=== Q7: Is the ActiveCampaign Add-in available for all Outlook plans? ===
A7: The ActiveCampaign Add-in is available for Outlook plans including Starter, Plus, Pro, and Enterprise.

For additional resources and assistance, be sure to check out more articles available at the ActiveCampaign knowledge base.
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