Update add-in error in Viva Sales for Microsoft Outlook

The purpose of this post is to inform you about a recent issue in the Viva Sales Outlook Side-Panel that customers might get exposed to. For additional information, review the following troubleshooting guide: Update add-in error in Viva Sales for Microsoft Outlook - Microsoft Support

 

WHO IS AFFECTED?

All Viva Sales users, including:

• Windows & Mac Users
• Outlook Web & Desktop Users
• User Installed & Admin Installed instances

 

SYMPTOMS

Viva Sales Outlook users will see an error indicating “An update to this add-in is available that requires your review and confirmation to install” when opening the Viva Sales Outlook Side-Panel, which ultimately blocks them from using Viva Sales (even though there are ways to get temporarily unblocked). Additionally, users can see an error message when scheduling a Teams Meeting, though we don’t have a consistent repro for this specific scenario.

 

On the Outlook Web Client (OWA), when the user clicks the “Update” button it launches a new browser window and navigates to the “Viva Sales for Microsoft Outlook” screen on the “Add-Ins for Outlook” popup window. The user will still see the error message in the new browser window but see the Viva Sales Outlook Side-Panel in the original browser window. Upon refresh of the browser, the user will continue to see the original error message.

 

On the Outlook Desktop Client, when the user clicks the “Update” button there is a subsequent error message indicating “The add-in is currently upgrading. Please chose the current message or appointment, and re-open in a few moments.”. Once the user closes the side-panel and re-opens it Viva Sales will temporarily work until the user closes/reopens the client, at which point the error re-occurs.

 

ROOT CAUSE:

This seems related to how the Outlook client handles certain type of version updates that include permission changes to the Viva Sales Outlook Add-In. We have since reverted the change back to minimize the customer impact of the issue.

 

RESOLUTION & WORK AROUND:

The issue will self-resolve for all tenants within the next 72 hours. In the interim, customers can mitigate the issue through the following means:

 

• For User Installed instances of Viva Sales, the user can simply un-install and re-install the add-in via the Outlook Add-In flow.
• For Admin Installed instances of Viva Sales, the admin has to un-install and re-install the add-in via the admin.microsoft.com portal. However, it will take 24 hours for the changes to take affect for all users.