What can I do if my Outlook Add-in is not working?

If you were using an older version of the XQ Outlook Add-in and are updating to a new version with a manifest link, there are several steps you must take to ensure the new version works properly.

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Windows Instructions

Uninstall the old Outlook Add-in

1. Log in to your Outlook account.
2. Open any message in your inbox and click the three-dots menu.

3. Click Get Add-ins to launch the Add-ins manager. 

4. From the Add-ins manager, click My add-ins
5. Click the three-dots menu on the XQ Outlook Add-in and click Remove.

If you don’t see these options, clear your browser’s cache and contact your system admin for assistance.

Clear your cache

• Chrome
  1. On your keyboard, press ctrl + shift + j.
  2. Then, right-click on the browser refresh button.
  3. Select Empty cache and hard reload.
• Edge
  1. On your keyboard, press ctrl + shift + j.
  2. Then, right-click on the browser refresh button.
  3. Select Empty cache and hard refresh. 
• Desktop
  1. Close Outlook and launch File Explorer.
  2. In the File Explorer search bar, delete the text. Copy and paste the following: %localappdata%\Microsoft\Outlook.
  3. Delete the contents of the RoamCache folder.
  4. In the File Explorer search bar, delete the text. Copy and paste the following: %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\.
  5. Delete the contents of the folder. 

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Install the new Outlook Add-in

Install the new Outlook Extension using the following guide: How to Install the XQ Outlook Add-in.

Restart Outlook

After installation, restart Outlook. 

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Mac Instructions

Uninstall the old Outlook Add-in

1. Log in to your Outlook account.
2. Open any message in your inbox and click the three-dots menu.

3. Click Get Add-ins to launch the Add-ins manager. 

4. From the Add-ins manager, click My add-ins
5. Click the three-dots menu on the XQ Outlook Add-in and click Remove.

If you don’t see these options, clear your browser’s cache and contact your system admin for assistance.

Clear your cache

• Chrome
  1. On your keyboard, press option + command + i.
  2. Right-click on the browser refresh button.
  3. Select Empty cache and hard reload.
• Edge
  1. On your keyboard, press option + command + i.
  2. Right-click on the browser refresh button.
  3. Select Empty cache and hard refresh. 
• Desktop
  1. Follow Microsoft’s guide on clearing cache: Clear the cache in the new Outlook for Mac.
  2. Close Outlook and click on Finder.
  3. Click on Go from the top menu bar and click Go to folder.
  4. Copy and paste the following: ~/Library/Containers/com.microsoft.Outlook/Data/Library/Caches in the text box and hit Enter on your keyboard.
  5. Delete all of the contents of the Webkit folder. 

Install the New Outlook Add-in

Install the new Outlook Extension using the following guide: How to Install the XQ Outlook Add-in.

Restart Outlook

After installation, restart Outlook.