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.

If these steps don’t prompt the pop-up below, navigate to Outlook on the web with this URL: https://outlook.office.com/mail/inclientstore

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 + i (or, right click anywhere on the page and click ‘inspect’).
  2. Then, right-click on the browser refresh button.
  3. Select Empty cache and hard reload.
• Edge
  1. On your keyboard, press ctrl + shift + i (or, right click anywhere on the page and click ‘inspect’).
  2. Then, right-click on the browser refresh button.
  3. Select Empty cache and hard refresh.
• New Outlook Desktop
  • Close the New Outlook client.
  • Run from command line (cmd.exe):
    • olk.exe --devtools
  • This launches Outlook with DevTools attached.
  • In the DevTools window:
    • Go to Network tab → Right-click in Requests → Select “Clear browser cache”.
    • Additionally (best practice) go to Application tab → Under Storage find your add-in’s origin → Clear Local Storage & Cookies.
    • Close DevTools + Outlook; reopen Outlook and test the add-in.
  • See Microsoft’s Official Documentation for more information.
• Classic Outlook for Windows
  1. Close Outlook.
  2. Open File Explorer, paste %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\ into the address bar, and press Enter.
  3. Delete everything in that folder. Delete the whole contents, not individual files: deleting single manifest files can stop all add-ins from loading.
  4. Reopen Outlook.

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Install the new Outlook Add-in

Install the new XQ Outlook Enterprise add-in 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 (or, right click anywhere on the page and click ‘inspect’).
  2. Right-click on the browser refresh button.
  3. Select Empty cache and hard reload.
• Edge
  1. On your keyboard, press option + command + i (or, right click anywhere on the page and click ‘inspect’).
  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 XQ Outlook Enterprise add-in using the following guide: How to Install the XQ Outlook Add-in.

Restart Outlook

After installation, restart Outlook.