There are 3 different scenarios in which this incident can occur. Please read further and select the most suitable one for your case:
The add-ins are greyed out in the Outlook client and therefore are not clickable.
In this case, the interface usually the interface looks like this:
This happens when using Add-ins on behalf of other users (in other words, allowing delegated access). In order to allow this to happen, VSTO add-ins need to be used since modern add-in is not supported in delegated scenarios.
The following link contains the instructions to successfully deploy VSTO add-ins and gain access to them in delegated access: Using add-ins on behalf of other users (delegated access)
The add-in icons are clickable, but when the side panel appears in Outlook, it does not display any type of content.
In this case, the interface usually looks like this:
There are two possible solutions for this situation:
- AskCody services need to be Whitelisted. In the following link, you can find the instructions on how to Whitelist the AskCody services: Whitelisting AskCody Services
- The security level in Internet Explorer is set to a value higher than Medium and AskCody needs to be added to the "Trusted Sites" list. In the following link you can find instructions for how to do this: Why is the Add-in/ Plug-in/ VSTO blank in Outlook?
The add-in icons are clickable, but when the side panel appears in Outlook, it displays an error code.
In this case, the interface usually displays an error code and an Incident ID similar to the following:
Most error codes have a troubleshooting procedure, which will allow you to solve the incident on your own. In the following link, you will find instructions for how to handle different error codes: Troubleshooting AskCody Error Codes