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Problems with Hoxhunt button?

Overview

Sometimes you might get an error after clicking Hoxhunt button. This error is visible in the side window that opens when you report an email.

 

Temporary workarounds

To make sure you are able to report Hoxhunt simulations despite the error situation, it's a good idea to try Hoxhunt add-in with different Outlook clients like OWA (Outlook for the Web) and mobile devices (Outlook for iOS/Android). You can then troubleshoot the issue together with your IT team or Hoxhunt Support team without having to worry about missing Hoxhunt simulations because of the problem.

 

Hoxhunt error codes

Please see Hoxhunt error codes.

 

Add-in errors

Please see ADD-IN ERROR.

Please also check ADD-IN ERROR (due to corrupted Legacy Edge)

 

Basic connectivity checks

Basic connectivity checks can help resolving both task pane issues as well as results window issues. Please see Basic connectivity checks (for signed-in users only)

 

Use embedded debugger

Hoxhunt's embedded debugger can be used to troubleshoot task pane issues. Please see Debugging Hoxhunt add-in with embedded debugger (for signed-in users only)

 

Add-in task pane doesn't load properly

SCENARIO #1 - Windows users: after clicking Hoxhunt button, task pane doesn't load properly.

add-in_content_pane_load_incomplete.png

Side pane is not loading properly.

Explanation: Task pane content is loaded from officejs.hoxhunt.com and rendered by either Internet Explorer or Edge. Something is forcing officejs.hoxhunt.com to be displayed in Compatibility View. Hoxhunt doesn't work in Compatibility View.

A. Turn off Compatibility View:

  1. Open Internet Explorer.
  2. Select Tools (gear icon) > Compatibility View Settings.
  3. Under Websites you've added to Compatibility View field, remove any sites containing "hoxhunt.com".
  4. Uncheck Display Intranet sites in Compatibility View.
  5. Restart Outlook and try again.

If this doesn’t fix the problem, something is forcing officejs.hoxhunt.com to be displayed as Intranet site instead of Internet site. Intranet sites are rendered in Compatibility View by default.

B. Make sure sites that bypass proxy server are not considered as Intranet sites:

  1. Open Internet Explorer.
  2. Select Tools (gear icon) > Internet Options > Security > Local Intranet > Sites.

  3. Uncheck Automatically detect intranet network.

  4. Uncheck Include all sites that bypass the proxy server.

  5. Restart Outlook and try again.

If this doesn't fix the problem, make sure you have the following patch installed:

https://support.microsoft.com/en-us/help/4012633/intranet-sites-include-all-sites-that-bypass-the-proxy-server-policy-s

If this doesn't fix the problem, it's time to reset LAN settings.

C. Reset LAN settings:

  1. Open Internet Explorer.
  2. select Tools (gear icon) > Internet Options > Connections > LAN Settings.
  3. Uncheck Automatically detect settings under Local Area Network Settings.
  4. Restart Outlook and try again.

NOTE: If issues still persists, please contact your IT team to resolve the issue. Compatibility View might be enforced for all IE11/Edge sessions in Group Policy or by a VPN/proxy client.

Read more about Document Modes here: https://docs.microsoft.com/en-us/troubleshoot/browsers/ie-document-modes-faq
Read more about Compatibility view triggering on Trusted Sites here: https://docs.microsoft.com/en-us/troubleshoot/browsers/compatibility-view-for-trusted-sites

 

SCENARIO #2 - Windows and Mac users: after clicking Hoxhunt button, task pane stays blank.

add-in_loads_blank.png

Side pane is not loading any content and stays blank.

This is usually a temporary connectivity issue to Hoxhunt services. Please try again in 15 minutes.

 

SCENARIO #3 - Windows and Mac users: after clicking Hoxhunt button, task pane's loading animation never ends.

add-in_Loading_forever_task_pane.gif

This issue can be caused by a firewall which prevents access to Hoxhunt services. Please make sure you have allowed inbound and outbound traffic for *.hoxhunt.com.

 

SCENARIO #4 - Android and iOS users: after clicking Hoxhunt button, task pane's loading animation never ends.

Outlook_for_Android_Hoxhunt_loading_forever.png

Android: clear Application cache for Outlook app from Android System settings.
iOS: remove Outlook App and re-install it.

 

Result pop-up window doesn't load properly

SCENARIO #1 - Windows users: Empty pop-up window

Blank_results_window.png

Explanation: Task pane content is loaded from game.hoxhunt.com and rendered by either Internet Explorer or Edge. Something is forcing game.hoxhunt.com to be displayed in Compatibility View. Hoxhunt doesn't work in Compatibility View.

A. Turn off Compatibility View:

  1. Open Internet Explorer.
  2. Select Tools (gear icon) > Compatibility View Settings.
  3. Under Websites you've added to Compatibility View field, remove any sites containing "hoxhunt.com".
  4. Uncheck Display Intranet sites in Compatibility View.
  5. Restart Outlook and try again.

B. Make sure sites that bypass proxy server are not considered as Intranet sites:

  1. Open Internet Explorer.
  2. Select Tools (gear icon) > Internet Options > Security > Local Intranet > Sites.

  3. Uncheck Automatically detect intranet network.

  4. Uncheck Include all sites that bypass the proxy server.

  5. Restart Outlook and try again.


NOTE: If you are using Zscaler proxy and the above doesn't solve the problem, please contact Hoxhunt for further assistance.

 

SCENARIO #2 - pop-up window loading animation that never ends

This is often temporary issue or caused by a caching issue. To resolve this issue, please try one of the following:

  • Refresh the pop up window by pressing F5 or Ctrl+R (Command+R on a Mac).
  • Restart Outlook.
  • Check your internet connection (Wifi, VPN) and try reporting again.
  • If the issue continues, please reach out to Hoxhunt support.

 

SCENARIO #3 - pop-up window doesn't open

A. Make sure pop-up blocker in is not enabled for *.hoxhunt.com addresses. Which browser to check depends on your Outlook client:

  • Outlook for Windows: check Internet Explorer and Edge settings
  • Outlook for Mac: check Safari settings
  • Web Outlook: check you current browser's settings

B. If you are running Outlook for Windows 2016 earlier than version 16.0.4390.1000, displayDialogAsync command is not supported. Please update to a more recent version of Outlook. 

C. If you are running Outlook for Windows 2016 for Windows version 16.0.4549.1000, you may be missing Office API due to incomplete update. Please refer to this article for a solution.

 

"You cannot perform this action" dialog appears

You_cannot_perform_this_action.png

You cannot perform this action. Add-ins are not supported in this folder.

You cannot perform this action. This add-in scenario is not supported in this folder.

Explanation:

Outlook add-ins don't work in Junk folder in the MSI version of Outlook Client. To fix the situation, please uninstall MSI version Office and re-install Click-to-Run version of Office. 

Alternatively, please use Outlook on the Web to report emails in your Junk folder, or move the email back to your Inbox.

More information: https://answers.microsoft.com/en-us/msoffice/forum/all/report-message-add-in-not-working-in-junk-email/32826659-82c3-44c6-884c-c750f2fdb41a

 

Further troubleshooting

Please see MS article: Troubleshoot user errors with Office Add-ins

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