Solve Inpart for Outlook add-in possible issues

Find solutions to potential errors encountered with Inpart for Outlook add-in.

The add-in displays a blank screen after entering your company ID

If your add-in is showing a blank screen after entering your company ID, it means that you entered the wrong company ID, and you'll have to refresh your cache to be able to re-enter the correct ID.

To resolve this blank screen issue, you must manually clear the add-in or the Outlook cache. Note that clearing your internet browser cache doesn’t clear the cache for the Inpart Add-in for Outlook, you'll need to proceed following the instructions below.

Option #1 - Refresh the add-In

For that, you can either:

• Click right with your mouse in the add-in pane (i.e. in the blank area) and select Refresh.
  
  
• Or just simply click somewhere in the blank screen of the add-in and press F5.

Option #2 - Clear the office add-in cache

If Option #1 doesn't solve the issue, you must delete the Office cache.

Windows Users

• Close Outlook on the Web if it is open.
• In the Outlook desktop application, click right with your mouse in the add-in pane (i.e. in the blank area) and then select Inspect. 
  
• This will open the DevTools pop-up window. Go to the Application tab, click Storage, check the including third-party cookies box, and then click Clear site data.
• Close the DevTools window.
• Then, you have two options: click right with your mouse in the add-in pane and select Refresh, or completely close the Outlook desktop application and reopen it.
• You can now enter again your Company ID.

Mac users

Please follow the detailed instructions from this Microsoft article: Clear the Office cache on Mac

If the issue persists after you have cleared your cache, please contact the Inpart Support team at support@inpart.io and inform them that you are experiencing issues with a blank screen.

The Inpart add-in is unavailable (grayed out or not visible)

The add-in can't be used, and hence the icon is grayed out or invisible, on the following occasions:

• You haven't selected an email.
• The email selected is a draft email.
• You try to push a .msg or .eml file attached to another email.
• You try to push a .msg or .eml file opened from your computer file system.
• You try to push an email from a shared mailbox, an archives mailbox, or a public folder.
• Outlook is in offline mode.
• You're in the list view of the mailbox. You must display the reading pane. 
  For instructions on how to turn on the reading pane in Outlook, please read this Microsoft article: Use and configure the Reading Pane to preview messages.
  If you don't want to enable the reading pane, the add-in will only be available from the Message tab on the ribbon when an individual email is open.

You can find more information in this Microsoft article: Mailbox items available to add-ins.

If the above-mentioned explanations did not help you resolve the issue, you can reach out to our Support Team who would be happy to troubleshoot further!