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Outlook Customer Manager - Addin Error

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Occasional Contributor

Hi,

 

Several of my clients are having an issue with Outlook Customer Manager. It has worked previously without any problems.

 

When in Outlook:

 

OCM-Lynne.JPG

Clicking restart does not fix it.

 

I've so far tried:

 

1. Restarting Outlook.

2. Checking add-ins - it's not there, but it is enabled within O365.

3. Clearing IE temp files.

4. Checked Checked Browsing History -> Settings -> Caches and Databases (None there).
5. Set IE as main browser (Chrome was previously).

 

Four other users in the same office are now having the issue. The original user recently had Office reinstalled and is on version 1705, the others are on lower versions but as it was working prior then they will be compatible.

Looking at other support threads like this:

 

https://techcommunity.microsoft.com/t5/Outlook-Customer-Manager/Addin-Error-in-Outlook-Customer-Mana...


Some users have tried even more troubleshooting steps only for a MS rep to say it's an issue on their side with the add-in which would make theoretical sense, but the last rollout to OCM was in April.

 

Is there news on it being fixed?

 

Regards,

 

- Ben

14 Replies
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Hi Ben,

 

First I would like to confirm if the issue happens only when you open OCM by clicking the label in the  ribbon. If yes, can you use OCM without problems when you open it in the add-ins of left-bottom Sidebar? See the screenshot below:

D167D2B4.PNG

 

Besides, regarding the information you provide, we will consult our related team. If there are any updates, we will post back to let you know.

 

Thanks,

Amanda

 

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Hi Amanda,

 

Thank you for the reply. The user reports that the same issue happens when going through the add-in shortcut:

 

Lynne2.jpg

 

Please advise.

 

Regards,

 

- Ben

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Hi Ben,

To further troubleshoot this issue, I need to collect some information in the PM I sent to you. Please check.

Thanks,
Amanda
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Hi Amanda,

 

Thanks for that, however on the user's Outlook today I've found that the Customer Manager icon is now greyed out. It's the same for one of her colleagues, but it is not greyed out for two others.

 

I've tried restarting and other fixes but it's not re-appearing. Why is this?

 

Regards,

 

- Ben

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Cancel the above, a PC restart has re-enabled Customer Manager. However, I'm unable to gather the OCM data as we can't get into the app itself to perform the command.

Amanda, I will confirm this to you by private message.
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Hi Ben,

Thanks for your PM.

Since you cannot collect the log, to further troubleshoot this issue, I need to collect some other information. I have sent you another PM to collect it, please check.

Thanks,
Amanda

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The O365 support people can run a couple of back-end scripts, you may want to try

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Hi Dave, thanks for the reply. What are those scripts like?
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You will need to contact O365 support to discuss

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Hi Ben,

Thanks for your PM.

Now I would like to confirm if you are able to use OCM when you encounter this error.

Can you use the feature in OCM panel, or you even cannot open OCM normally?

Thanks,
Amanda
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Hi Amanda,

As per the original screenshot and description, OCM can not be used at all.

 

See this screenshot for further clarity.

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Hi Ben,

Thanks for your reply.

About this issue. I am consulting now. If there is any updates, I will post back to let you know.

Thanks,
Amanda
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Hi Ben,

After consulting our related team, we suggest you enable Protected Mode in IE and then restart IE and Outlook client. See the screenshot below:

 IE enable.png

Thanks,
Amanda

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Solution

@Ben Brown @Amanda Zhang @Dave Norton I just helped someone else through what appears to be the same exact symptoms and adding his Office install to a new laptop showed that the error is not present meaning that the issue is tied to that PC and the installs of Windows 10 and/or Office 365.  Note: don't bother with a "Refresh" of Windows 10 it doesn't fix the issue go for a Clean install of Windows 10 using installation media then reinstall Office 365 Business Premium from https://portal.office.com/account/#installs signing in with your account and install Office as downloaded from the My Installs section.