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Highlighted
Mark Teviotdale
Occasional Contributor

Hi 

 

Today I tried to access the customer manager plugin - in my Outlook I get the error below. I have installed the app on my phone and can access it without any issues. I have tried other thread suggestions like deleting the database in IE but still doesn't work.  Is that an error code at the bottom ? I'm running Win 10 on the 1709 build. Other people within my O365 tenant can access this plugin from Outlook.


Thanks

Mark

 

Capture.PNG

13 Replies

Hi Mark,

 

It should be a temporary status for Outlook Customer Manager. You may restart Outlook and reboot PC and verify the result.

 

If the issue persists, please re-add Outlook Customer Manager:

 

1. go to  https://outlook.office365.com/owa/?path=/options/manageapps, remove Outlook Customer Manager

 

2. click “+” and select “Add from URL”: https://ocm.outlookapps.com/GetManifest 

 

Regards,

Hans

Hi Hans

 

Thanks for looking into this for me, but your suggestions haven't fixed the issue. I disabled the plugin with Outlook closed, rebooted my machine and re-added it using the link provided. Outlook Customer Manager appeared in Outlook, when I click on the menu item it still gives me the same result. 

Hi Mark,

 

Please Open Outlook, go to File> Office Account> Update options> click "update now" to update Outlook if the update is available. 

 

Meanwhile, please set IE as the default browser. And follow these steps to clean the cache from IE:

 

1. Go to IE settings > General > Settings under Browsing history > Caches and databases.
2. Delete cache files for the website "outlookapps.com".

 

Then, restart Outlook 2016 and verify the result.

 

Regards,

Hans

Hi Hans

 

Thanks for your reply but still the same result, unfortunately. 

 

Thanks

Mark

 

 

Hi Mark,

 

 

Please contact the account admin to disable/re-enable Outlook Customer Manager from Office 365 admin portal. 

 

If the issue persists, please provide the following information:

 

1. The detailed version of Outlook. (Go to File> Office Account> About Outlook)

 

2. Sign-in the account to Outlook Web App, check if Outlook Customer Manager works in website. (to access OCM in OWA, please refer to "Start using Outlook Customer Manager through Outlook on the web")

 

Regards,

Hans

Hi Hans

 

When you mean disable and re-enable do you me just for me or the entire tenant? I'm the office365 tenant admin so I have just tried doing this for my account. If the answer is for the whole tenant, where do you do this in the admin portal as the customer manager is listed as a service admin and does doing this delete the data that is currently in the customer manager ?

 

Thanks

Mark

Hi Hans

 

Below is the version of Outlook I'm running, also i tried to access the customer manager via the O365 web portal and get the error below. The strange thing is when I access it using the customer manager app on my phone it does work.Capture.PNG

 

 

Capture.PNG

Hi Mark,

 

Sorry for the delay. 

 

It should be a temporary server issue. May I confirm if Outlook Custom Manager works in Outlook Web App?

 

If not, does the issue occur to all account of your tenant? And does the Office 365 plan is Office 365 Business Premium?

 

Regards,

Hans

Hi Hans

 

No worries about the delay, when you say "May I confirm if Outlook Custom Manager works in Outlook Web App?" are you referring to the customer manager working from the mail client in O365 portal ? if yes then I have already attached a screenshot of this and it's not working. No the issue doesn't occur on all users on the tenant, I have tried with another user and it works fine in Outlook. Yes I can confirm I have a O365 Business Premium account.

 

Thanks

Mark

 

 

Hi Mark,

 

May I double confirm you disable Outlook Customer Manager for the individual user from Office 365 admin portal > Users > Active users> select the user > go to Product licenses> disable Outlook Customer Manager> save > re flash the website> re-enable 

 

Meanwhile, please login OWA for the account in IE browser check if the issue persists. Refer to this article "View and delete your browsing history in Internet Explorer"

 

Regards,

Hans

Hi Hans

 

Yes i have done all of this, how long should i wait for the disable to replicate in the cloud ? should this be instant or wait 24 hours or can this be done all at the same time. If it has I have done this and it still doesn't work.

 

Thanks

Mark

Solution

Hi Mark,

 

Please disable OCM for this user from admin portal then re-enable it after about 2 hours.  

 

If the issue persists, please check if works when login the account in other devices both in Outlook Web App & Outlook client.

 

Regards,

Hans

 

 

Hi Hans 

 

So I disabled the customer manager in the account for 24 hours then re-enabled it. It is now functioning as expected, thanks for your help with this. 

 

Also if anyone else is looking at this, after the re-enable access to the manager does take 10 - 15 mins to propagate in the cloud so you get a different error during this time.

 

Thanks

Mark