06-16-2017 06:10 AM
06-16-2017 06:10 AM
Several of my clients are having an issue with Outlook Customer Manager. It has worked previously without any problems.
When in Outlook:
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:
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?
06-17-2017 03:04 AM - edited 06-17-2017 03:07 AM
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:
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.
06-19-2017 03:33 AM
Thank you for the reply. The user reports that the same issue happens when going through the add-in shortcut:
06-20-2017 05:16 PM
06-21-2017 02:55 AM
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?
06-21-2017 03:31 AM
06-21-2017 02:31 PM
06-22-2017 12:20 PM
06-23-2017 01:02 AM
As per the original screenshot and description, OCM can not be used at all.
See this screenshot for further clarity.
06-23-2017 03:33 PM
07-04-2017 05:40 AM - edited 07-04-2017 06:45 PM
After consulting our related team, we suggest you enable Protected Mode in IE and then restart IE and Outlook client. See the screenshot below:
06-07-2019 11:18 AM - edited 06-07-2019 11:20 AMSolution
@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.
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