There may be times when you experience unexpected behavior with the ActiveCampaign Outlook Add-in plugin.
This article contains commonly asked questions and different methods you can use to help you troubleshoot these issues when they arise.
Outlook Add-in is loading a blank screen.
If you're on a Windows machine and running the Outlook Add-in in the Outlook Desktop app, you might encounter a blank screen when loading the Add-in.
If this happens, here are some things you can check:
Script is being blocked.
The Outlook Add-in might be loading blank because of a script being blocked.
To resolve this, follow the steps outlined below:
- Select the Windows button > search for "Tools" and select "Internet options."
- Once the window opens, select the "Security" tab and choose "Internet."
- Select "Custom level" on that page and scroll to the "Scripting" section. Select "Enable" under "Active Scripting."
- Click "Ok" to close that window.
- Click "Ok" to close the Internet Options window.
- Run the Add-in to test and see if the issue continues.
For more information on this issue, visit Understanding the Office Add-ins runtime. Please reach out to us if you have any further questions.
Outlook Add-in Button Graying Out When Clicking between Different Inboxes
There can be a few causes for why the Outlook Add-in button is grayed out for an installed Add-in on a particular account.
Some common reasons for this are:
- The admin user has enabled the ability to access the Microsoft Store and the ability to install Add-ins but has not enabled the use of the optionally connected experiences. This article explains how to Check Optional Connected Experiences Enabled.
- The Outlook Add-in reading pane is disabled for that specific inbox. This article explains how to Enable Reading Pane.
- Emails for that account are encrypted for security. You will need to ask your IT team to confirm if your emails are encrypted. If they are, we cannot run the Add-in for encrypted messages. Read more about Encrypting Email Messages.
If none of the above resolves the issue, you will need to contact Microsoft for support with the Office365 configuration.
Taskpane Pinning Troubleshooting
Taskpane Pinning is only supported for Microsoft 365 subscribers using the following:
- Outlook 2016 or later on Windows (build 7668.2000 or later for users in the Current or Office Insider Channels, build 7900.xxxx or later for users in Deferred channels)
- Outlook 2016 or later on Mac (version 16.13.503 or later)
- Modern Outlook on the Web
To successfully use the Taskpane Pinning feature, you'll need to initially select the pin icon in the header of our Outlook Add-in (as seen in the picture below) in each view you'll be using it in (inbox folder, sent folder, drafts folder, etc.).