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OfficeDev / office-js

A repo and NPM package for Office.js, corresponding to a copy of what gets published to the official "evergreen" Office.js CDN, at https://appsforoffice.microsoft.com/lib/1/hosted/office.js.
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Unable to view installed add-ins on desktop version of Outlook #4911

Open truchonh opened 1 month ago

truchonh commented 1 month ago

Provide required information needed to triage your issue

Add-in was installed for multiple users through the web version of Outlook. The add-in is visible and is working correctly from the web. Some users are unable to see the add-in from the desktop Outlook app, which they normally work with.

Your Environment

Expected behavior

Outlook add-in should be visible from the ribbon when viewing an existing email or when composing a new email.

Current behavior

No add-in are visible from the desktop app.

Steps to reproduce

  1. Install any side-loaded add-in from the web interface
  2. Open an email from the mail mailbox
  3. Add-ins are not visible in the ribbon note: We are aware that add-ins can take several hours to sync-up and be available on the desktop app. This issue is open since a few weeks, therefore waiting is not the solution.

Link to live example(s)

Not applicable. It seems to be a compatibility issue since the add-in is working well for 99% of users on a variety of exchange/365 accounts and Outlook versions. Furthermore, the add-in is working for the affected user on the web app. The iossue is isolated to this build of Outlook.

Provide additional details

The session id can be provided in private.

Context

We would like to know if there is an open issue with this specific Outlook build.

Useful logs

Thank you for taking the time to report an issue. Our triage team will respond to you in less than 72 hours. Normally, response time is <10 hours Monday through Friday. We do not triage on weekends.

millerds commented 2 weeks ago

Can you clarify what is meant specifically by "Add-in was installed for multiple users through the web version of Outlook"

millerds commented 1 week ago

@truchonh can you elaborate on what you mean by "Add-in was installed for multiple users through the web version of Outlook" and also on "note: We are aware that add-ins can take several hours to sync-up and be available on the desktop app. This issue is open since a few weeks, therefore waiting is not the solution."

truchonh commented 1 week ago

@millerds Hi, thanks for looking into this. "Add-in was installed for multiple users through the web version of Outlook" -> The add-in was installed individually by each users through the side-loading url (https://aka.ms/olksideload), as opposed to having it installed through the admin center by IT.

"note: We are aware that add-ins can take several hours to sync-up and be available on the desktop app. This issue is open since a few weeks, therefore waiting is not the solution." I was given the blanket answer "just wait longer" in the past when add-ins do not show up in Outlook. I was pointing out that the add-in was installed a long time ago and is still not visible on the desktop Outlook app for windows.

millerds commented 6 days ago

Thanks for the clarification.

There isn't any known issue with a particular build with regard to getting add-ins. Can you have those users clear their add-in caches to see if that corrects things? see: https://learn.microsoft.com/en-us/office/dev/add-ins/testing/clear-cache#manually-clear-the-cache-in-outlook (skip the part that says to un-install the sideloaded add-in).