Outlook Troubleshooting Tips

If you are experiencing issues with the CASEpeer Outlook Add-in, try the following:

NOTE: Before attempting any of these troubleshooting techniques, ensure that you are adding and using the CASEpeer Add-in through the Microsoft Outlook app and not the browser version.

For problems with accessing the Get Add-Ins button in Outlook:

• Verify you are using the latest version of Outlook. Here's how to check which version of Outlook you have.
• Verify that the Operating System running on your computer is up to date. Here's how to check which OS is running for Windows and for macOS.
• Verify the New Outlook option is turned Off. If New Outlook is turned On, turn it Off and restart Outlook.

Verify that you are Online in Outlook.

• Windows
  • Navigate to the Send/Receive Tab,
  • Click on Work Offline to reconnect.
  • Here's how to switch to working online with Windows.
• macOS
  
  •  
  • Navigate to the Tools Tab and check that you are Online.
  • If you're Offline, switch to Online and restart Outlook. 

Verify that your Connected Experiences are enabled. Read more on Connected Experiences.

• Windows
  • Navigate to File.
  • Select Office Account.
  • Select Manage Settings. 
• macOS
  • Navigate to the Outlook dropdown menu in the desktop toolbar next to the Apple logo.
  • Select Preferences and click on Privacy.
  • Click on Manage Connected Experiences and make sure all Connected Experiences are enabled.

If you are still unable to access the Get Add-Ins button, remove your email account from Outlook and re-add it.

• Windows
  • Navigate to File.
  • Select the Account Settings dropdown, and click on Account Settings.
  • Select the account you want to remove and select Remove.
  • Click Yes to confirm the removal.
  • Here's more on Email Account Removal for Windows users.
• macOS
  • Navigate to the Outlook dropdown menu in the desktop toolbar next to the Apple logo.
  • Select Preferences and click on Accounts.
  • Click on the account you want to remove.
  • Click on the Minus toward the bottom left of the screen. 
  • Select Delete From This Device.

•  Once the email account has been removed, restart Outlook and re-add your email account.

For problems with logging into the CASEpeer Add-in:

• NOTE: The Username field auto-capitalizes the first letter and is case-sensitive.

• Verify that your Username is typed exactly as it appears in CASEpeer.

• If either the Username or Password is entered incorrectly, you will remain on the Loading Screen.

• If you are stuck on the Loading Screen, exit and reopen the CASEpeer Add-in to try logging in again.

 

For problems with the CASEpeer Add-in appearing grayed out:

• Navigate to the Organize Section of the toolbar.
• Click on the dropdown for Reading Pane.

• Select Right or Bottom to turn on the Reading Pane.

• The CASEpeer Add-in will now appear in full color.