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Problems with Hoxhunt Office add-in for Outlook?

Overview

Sometimes you might have trouble finding the Hoxhunt button or you get an error after clicking the Hoxhunt button. This error is visible in the side window that opens when you report an email. This article summarizes several troubleshooting resources that are at your disposal.

 

Missing Hoxhunt button

Troubleshooting missing Hoxhunt button

Hoxhunt button is greyed out or it sometimes goes missing

Hoxhunt button's icon doesn't display correctly

 

Error when trying to use the Hoxhunt button

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 on 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 training email because of the problem.

 

Hoxhunt error codes

Hoxhunt error codes

 

Add-in errors

ADD-IN ERROR

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. Basic connectivity checks (for signed-in Hoxhunt users only: How to use the Hoxhunt Knowledge base)

 

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 Hoxhunt users only: How to use the Hoxhunt Knowledge base)

 

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

popup_window_loading_forever.png

A. 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.

B. If the issue persists, something is preventing the page from loading. Depending on your Outlook version, you can use Inspect feature of the embedded web browser to troubleshoot the root cause. 

  • Right-click on the loading indicator and choose Inspect. DevTools will open.
  • Switch to Console tab.
  • Reload the page by typing location.reload() to the command line at the bottom of the Console view.
  • Observe any errors (in red). Provide the information to Hoxhunt Support.

If the above method of accessing Inspect isn't available, your Hoxhunt add-in is using an older web browser. Please check the articles below on how to debug with your web browser's DevTools:

 

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.

 

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

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 #1:

This error can occur when you try to report an email from a group mailbox or a shared mailbox, and your mailbox is hosted in an on-premise Exchange Server.

Reporting emails from shared mailboxes is not supported by Microsoft when running on-premise Exchange Server.

Explanation #2:

Outlook add-ins don't work in Junk folder when running 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

 

Error: You cannot perform this action. Permissions to this message is restricted.

Error_cannot_report_message_permissions_restricted.png

Explanation:

This error can occur when you try to report an email that is encrypted with a digital signature. You can often distinguish a digitally signed email from the following symbol:
Digitally_signed_email.png

Microsoft has limited Outlook add-ins from interacting with certain encrypted emails that impose restrictions on the email (do not copy contents, read-only, do not forward, etc.)

Please read up-to-date information about restricted mail items: https://docs.microsoft.com/en-us/office/dev/add-ins/outlook/outlook-add-ins-overview#mailbox-items-available-to-add-ins

 

Error: You can’t use this add-in along with some of your COM add-ins. To continue, please try turning off your COM add-ins individually.

COM_add-in_conflict.png

You can’t use this add-in along with some of your COM add-ins. To continue, please try turning off your COM add-ins individually.

 

Explanation:

This is a rare error that is widely undocumented and not completely understood. It is believed to occur with email messages that contain Forms elements. These embedded Forms elements may trigger an existing COM add-in to activate on the email (see screenshot below), thus preventing other add-ins from interacting with the email. It is also possible that an existing COM add-in triggers based on the email's contents and adds a Forms page to the email message.

COM_add-in_conflict_2.png

Figure 1: MS Exchange COM add-in has triggered on a voicemail email by adding additional controls (Forms element) to the email.

Workaround:

There are no verified workarounds for this error. However, you can try to disable the corresponding COM add-in, restart Outlook and then re-try Hoxhunt button with the email.

Further information:

https://www.reddit.com/r/Office365/comments/ish5ss/addin_issues/

https://githubmemory.com/repo/stephenegriffin/MHA/issues/241

 

Further troubleshooting

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

 

Questions or further issues?

If you need any additional help, please don't hesitate to reach out to Hoxhunt Support at support@hoxhunt.com 

 

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