Outlook Customer Manager not visible

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Occasional Visitor

 upgraded my personal computer to Office365 Premium just for Outlook Customer Manager and it is not showing up. I have read all the blogs and nothing is working. Below are the details and what I have already tried. Window 10Pro, Office 365 Premium shows in office options, I cleared my internet cache OutlookApp, Reinstalled Office 365, Waited 30 hours.  I can access OCM on OWA and Mobile App, but it is not connected to my office email. We updated our exchange server away from the E3 version over the weekend, so I thought it would automatically show up. What am I missing?

3 Replies
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Hello Mike,

 

Sorry for the late reply.

 

From you description, can I know when you click the Addin option in the Outlook client navigation bar, what will happen? Please see:

 2018.11.30.1.png

 

Regards,

Rudy

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@Mike_Merritt

Hello Mike

As you mentioned the OCM is working fine in OWA and Outlook Mobile app, it means the OCM is provisioned for your account/Mailbox, however the Outlook client has not yet updated with the account changes.

 

You can try the below steps and share the status.

• Check if the OCM appears on the Outlook ribbon.

• You can also try remove the Outlook Customer Manager license from the Office 365 Business Premium plan and then add it back in again after some time.

 

OCM Prerequisites
1. OCM only works with Business Premium Office Versions.


• You can check it by following these steps:
• File > Office account > under Product Information click About Outlook.
• You can update your version to the latest and see if it can be helpful.

Office Version InfoOffice Version Info

2. The mailbox should have been configured using the MAPI protocol not via POP/IMAP.

 

• In Microsoft Outlook 2016, on the File tab, Select Info and under Account Information panel you can see Account Settings options.
• Over here check if your account is configured as Microsoft Exchange as depicted below.

 

Mailbox configure as MAPIMailbox configure as MAPI

3. Check if you see the Outlook Customer Manager under the Groups option in Outlook 2016.

 

Outlook Customer Manager GroupOutlook Customer Manager Group

4. Make sure you PC don’t have conflicting office information.
• As you mentioned that previously MS Office was installed using personal account.

5. You can also try SaRA tool to check for conflicting MS Office installation and left-over program information.

 

  • Launch support and recovery assistant from Start Menu.
  • Once loaded choose > Office  > I am having trouble installing or activation office 365 Products > Next > I want to uninstall Office. > Next >
  • Is this the affected machine > Yes > Wait for the Results.
  • If the results shows multiple Office instances you should remove the old MS Office if not required.
    Only remove the Old office if your don't need it.

Office Installation ViewOffice Installation View

6.    If possible, install and activate the Business Premium Office on a test computer (Make sure the test PC should not have any Office application installed earlier).
7.    Then configure your mailbox and check the behavior.

 

Please go through this link for more information.

Get started with Outlook Customer Manager


Regards
Mukesh Rawat

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@MukeshR  I installed one of my Windows updates and not my Outlook will not show OCM or add-ins in my Navigation Bar.  It shows in my Ribbon.  My Office is up to date.  What can I do to allow "add-ins" in the Navigation Bar to add back OCM?