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Occasional Contributor

I cannot get office customer manager to start, it is a new install and has never opened. I just get the "oops something went wrong"

16 Replies
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Hello John,

 

Please double-confirm the below information:
 

  1. Log into https://portal.office.com/account/#subscriptions, check if you have been assigned the OCM license.2019.1.25.1.png

  1. Log into OWA, and go to General > Manage add-ins, check whether the Outlook Customer Manager is turned on as below: 2019.1.25.2.png

Also, please clear the IE browser cache to check it:
 

1. Please go to IE settings > General > Settings under Browsing history > Caches and databases. 

2. Delete cache files for the website "outlookapps.com". 

3. Then, restart Outlook 2016. 

 

Regards,

Rudy

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Hello Rudy

Thank you for your reply, I have already carried out these steps and it did not solve the problem. I have now deleted the add-in from outlook thinking it would be easy to add back in again but it would seem not. Could you advise the best way to add customer manager to the task bar in outlook please?

It does not appear to be listed when I press the “add-in” button and search for it.
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Hi Rudy

Yes I can confirm that the OCM license has been issued.

In OWA customer manager is no longer on the list.
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Hello John,

 

Thanks for your reply. I have replied you in a private message for privacy concern. And then, please wait almost 24 hours to check if OCM can be accessed at that time.

 

Regards,

Rudy

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Hello Rudy

 

Ok, OCM is now back in the taskbar in outlook but when I try to open it I get the message "something went wrong, please try again", when I try again the same thing happens.

 

I have cleared the browser cache in IE and checked that OCM is listed and switched on in OWA.

 

Have you any other suggestions?

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Hi Rudy, I am having the same problem as John.  I too deleted the add-in thinking I could just re-add it, but Customer Manager is nowhere to be found.  Now I have nothing. 

 

Is Microsoft actively supporting this app anymore or is it destined for termination?

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Hello John,

 

Please create a new Outlook profile to check it again. Note: Please don't delete the older one.

 

And let us know the detailed Outlook version: File > Office Account > About Outlook.

 

Regards,

Rudy

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Thanks Rudy, I followed your instructions in the message you sent me and it worked.
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Hello Rudy

 

I have created a new profile in outlook and customer manager is doing the same thing in that profile as well.

 

Below is a list of the information from outlook, I hope this is relevant. 

 

Version 1812 (Build11126.20266 (Click-To-Run)

Monthly Channel

Outlook 2016 MSO (16.0.11126.20234) 32Bit

Product ID: 00265-80320-15090-AA321

Session ID: 78AB135A-3E28-4057-A938-9B73976BD654

 

Regards

 

John

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Hello John,

 

Thanks for your information.

 

We need some time to do more research and consult. Once getting any response, we will update you immediately.

 

Regards,

Rudy

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Hello John,

 

If your admin re-assign the OCM license for your Office 365 account in Admin Center, is there any improvement?

 

Regards,

Rudy

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Hello Rudy

 

Im admin for this account and when Click on "assign licences" for OCM in the admin centre it forwards me to Go daddy which is who I purchased office 365 through. There does not seem to be an option to assign licences from the go daddy page.

 

regards

 

John

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Hello John,

 

Not there. Please go to Admin Center > Users > Active users > click your account, then click Edit button in the Product licenses option > re-turn on the OCM license. Please see:

2019.2.3.2.png

 

Regards,

Rudy

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Hi Rudy

That is where I have already been, alongside product licenses there isn’t an edit to click on but a “view details” when you press this it takes you to go daddy.

Regards

John
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Hello John,

 

You don't have the global admin right. In this case, It is recommended you chat with GoDaddy to get help to re-assign your OCM license.

 

Regards,

Rudy 

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Hi Folks,

interesting...i had been experiencing a very similar problem.

I have been experimenting with Outlook Customer Manager for a week or two in Outlook 2016

 

I hadn't used it for a few days and then i went to access it. For multiple days straight i got the same Oops message.

I just signed in to Outlook Web Access and clicked on the Add-in icon for Outlook Customer manager. It prompted me to "sign in" for OCM. I did that and exited. Now OCM is working again on Outlook 2016. Seems to be an authentication glitch.

 

cheers

Andrew