Outlook Add-in - Call to mailbox.getUserIdentityTokenAsync returning undefined token for only some Outlook accounts

[madhukar4e]

I am working on a previously fully-functional Outlook Add-in that is having issues retrieving the mailbox.getUserIdentityTokenAsync only for some Outlook accounts.

Your Environment

• Platform: PC desktop, Mac
• Host: Outlook
• Outlook version number: 16.95
• Operating System: MacOS Sequoia

Expected behavior

All Outlook accounts are able to successfully retrieve an ExchangeIdentityToken upon calling: Office.context.mailbox.getUserIdentityTokenAsync()

Current behavior

Some accounts (no discernable pattern) fail to retrieve the token and produce the following error response: "Internal protocol error: '-2147467259'." and "AccessRestricted".

Steps to reproduce

1. Use a random Outlook test account
2. Initialize add-on with call to Office.context.mailbox.getUserIdentityTokenAsync()
3. Check (using web inspector or debugger) to see if a token has sent in the response.

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Possible solution (Extracted from existing issue, might be incorrect; please verify carefully)

Solution 1:

This should be resolved. Please let us know how that looks for you now. Apologies for the disruption.

Reference:

• https://github.com/officedev/office-js/issues/4583#issuecomment-2207447721

  Solution 2:

  From your sample code you do not appear to be registered for item change events. If you want to support pinning, you need to call addHandlerAsync() with the itemChanged event. I've created a short ScriptLab gist file with an example here: https://gist.github.com/exextoc/cdda502b27dbb69bfd98a9e5b12f4767

Reference:

• https://github.com/officedev/office-js/issues/1692#issuecomment-791763355

  Solution 3:

  Depending on your scenario, you can have useEffect in both initialize and the addHandlerAsync. A number of things could stop working if AddHandlerAsync / ItemChanged is not included with a pinnable taskpane, even though getUserIdentityTokenAsync() does not depend on the item. Calls to getUserIdentityToken should succeed once you include addHandlerAsync() no matter when they were called.

Reference:

• https://github.com/officedev/office-js/issues/1692#issuecomment-796300658

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[madhukar4e]