Troubleshooting Guide

Overview

This guide provides step-by-step solutions for common issues with the Opensense Outlook Add-in, covering installation, deployment, permissions, signature behavior, and functionality errors. Whether the add-in is missing, not applying signatures correctly, or experiencing sync issues, this resource helps diagnose and resolve problems efficiently. Use this guide to ensure a smooth experience and proper configuration of the add-in within Microsoft Outlook.

Inconsistent Behavior

If you experience inconsistent behavior with auto-insertion, field edits, the multi-signature selector, or any other feature, start by resetting the cache within the Settings tab of the add-in pane. The current add-in version is displayed at the bottom of the pane on every screen. Refer to the screenshot below for guidance.

Field Edits Not Populating Data

1. Ensure the user's data is syncing correctly from the directory source of truth and is populated in their Opensense user profile.

2. Rapidly clicking on the Settings tab while it is loading may cause the add-in to enter a partial load state, preventing user parameters from fully syncing. DO NOT update fields if all are blank. Instead, reload the add-in, allow it to fully load, and then navigate to the Settings tab.

Outlook Add-in Disappears from Desktop Application

If the Outlook add-in disappears from the Outlook desktop application but remains available and functional in OWA, follow these steps:

1. The first step to mitigation is to close Outlook, rename the JSON manifest cache path, and then restart Outlook.​

• JSON manifest cache path:

%localappdata%\Microsoft\Outlook\HubAppFileCache

2. Renaming the XML manifest cache path is optional. However, if renaming the JSON manifest cache path does not help, it can be done.

• XML manifest cache path:

%localappdata%\Microsoft\Office\16.0\Wef

3. If renaming the caches does not help, you can try turning off the JSON manifest (in favor of the XML manifest feature) using the following instructions:

• Close Outlook and all other Office clients.

• Open the Windows Registry.

• In the Windows Registry, navigate to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\ExperimentEcs\Overrides.

• Add the following registry values (screenshot below):

• A string value named “Microsoft.Office.OEP.EwsManifestsDisabled”, with data = “false”.

• A string value named “Microsoft.Office.OEP.MosExtensionsEnabled”, with data = “false”.

• A string value named “Microsoft.Office.OEP.MosProviderEnabled”, with data = “false”.

• Start Outlook and wait for about a minute to see if the desired add-in shows up in the ribbon. You may have to open a new email to see the add-in button in the ribbon.

Add-in Not Deploying via Microsoft Centralized Deployment

If the Opensense Outlook Add-in is not appearing for users after being assigned via Microsoft Centralized Deployment, follow these steps to resolve the issue.

1. Verify Deployment Status in Microsoft 365 Admin Center

1. Go to Microsoft 365 Admin Center → Settings → Integrated Apps.

2. Find the Opensense Outlook Add-in and check the deployment status.

3. Ensure that users are assigned to a supported group and that the deployment is marked as Active.

2. Confirm Group Assignments

Microsoft does not support nested groups for add-in deployment.

• Ensure that users are directly assigned to a top-level group (not a sub-group).

• If the group is dynamic, confirm that the user meets the group membership criteria.

• If using a Security Group, switch to a Microsoft 365 Group instead.

Fix:

• If the user is in a nested group, manually add them to a top-level Microsoft 365 group and reattempt deployment.

• Microsoft supporting documentation

3. Regrant Admin Consent (Fix Stuck Deployments)

If a user was previously assigned the add-in but it is not appearing in Outlook, their profile may be in a stuck state.

Fix:

1. Remove the user from the add-in's deployment scope.

2. Wait 30-60 minutes to allow Microsoft 365 to process the removal.

3. Re-add the user to the scope.

4. Regrant admin consent:

   • Go to Azure AD Admin Center → Enterprise Applications.

   • Find Opensense Outlook Add-in.

   • Click Permissions → Grant Admin Consent for the organization.

4. Check Outlook Web Access (OWA) First

• Sometimes, the add-in appears in OWA first before syncing to the Outlook desktop app.

• Have the user log in to OWA and check if the add-in appears.

• If it appears in OWA but not on the desktop app, proceed to clear add-in cache (Step 5).

5. Clear Microsoft Add-in Cache

If the add-in is still missing, clearing the local add-in cache may force it to reappear.

Windows:

1. Close Outlook.

2. Open File Explorer and go to:

%LOCALAPPDATA%\Microsoft\Office\16.0\Wef

1. Delete the contents of the Wef folder.

2. Restart Outlook.

Mac:

1. Quit Outlook.

2. Open Terminal and run:

   rm -rf ~/Library/Containers/com.microsoft.Outlook/Data/Library/Application\ Support/Microsoft/Office/Wef

3. Restart Outlook.

6. Manually Install the Add-in Using the Manifest File

If centralized deployment is failing, manually installing the add-in ensures users can access it.

Steps to Install Manually:

1. Download the Manifest File:

   • Open this link in a web browser: Opensense Add-in Manifest (with Mobile)

   • Right-click anywhere on the screen → Save As

   • Save the file as manifest.prod.xml

2. Install the Add-in in Outlook:

   • Open Outlook Add-in Management

   • Click My add-ins

   • Click Add a custom add-in

   • Select Add from file

   • Upload the previously downloaded manifest.prod.xml file

   • Click Open to complete the installation

7. Wait for M365 Sync & Check for Delays

• Microsoft 365 can take up to 24-72 hours to sync add-in assignments.

• If the add-in does not appear immediately after following the above steps, wait a few hours and retry launching Outlook.

8. Contact Opensense Support if Issues Persist

If the add-in still does not deploy after 72 hours and all steps have been followed:

• Email help@opensense.com to open a ticket

• Please provide the following details in your report:

  • Impacted User Emails:

  • Company/domain:

  • TenantID: (Opensense can help locate this for you)

  • Date Started:

  • Outlook Client:

  • Outlook Version:

  • Issue:

• The Opensense Engineering team will work to resolve the issue with Microsoft. If further escalation is needed, we will advise you to submit a request with Microsoft.

Opensense Support

For further assistance, contact Opensense Support:

• Email: help@opensense.com

• Knowledge Base: help.opensense.com