Overview
This page contains the most common issues your employees might encounter when using Hoxhunt. You should share this page with your IT Support provider or internal Helpdesk team so that they can quickly assist your employees with most common questions and issues related to Hoxhunt.
Service status
Please subscribe to the Hoxhunt Service Status page. This page will be updated if there is a major disruption in the service.
Escalating issues
For any matters that your Helpdesk cannot assist with, please contact support@hoxhunt.com or fill in our support ticket form.
When you escalate an issue to Hoxhunt, please include the following information:
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User email address
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Description of the problem
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Steps leading to the problem
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Approximate time of occurrence
- How often does the error occur (every time with all emails, every time with certain email, etc.)
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Copy-pasted Error ID and Error Details (or a screenshot)
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Any other relevant context information (recent Office update, network configuration)
Frequently asked questions
What is Hoxhunt? Why should I bother?
I asked for the Welcome package but it never arrived -> Ask user to try again or contact Hoxhunt Support
I haven't seen any training emails from Hoxhunt
I reported a Hoxhunt email but didn't get full amount of stars. Why?
I don't want my name to be displayed on the Leaderboards or used in Hoxhunt training emails
I received a suspicious emails that is not from Hoxhunt. What should I do with it?
Top support articles for Exchange customers
Hoxhunt button is missing
Locating Hoxhunt on mobile devices
Client requirements for using Hoxhunt
- TOP ROOT CAUSE: Reading Pane is turned off
Troubleshooting missing Hoxhunt button
Deployment: Centralized Deployment of Hoxhunt Outlook add-in
Error situations when using Hoxhunt button
Problems with Hoxhunt button?
(ADD-IN ERROR, Something went wrong, loading issues, etc.)
- TEMPORARY WORKAROUND: Always check if Hoxhunt button works in another Outlook client (e.g. Web Outlook) or with another network connection. In most cases this allows the use of Hoxhunt add-in while the error in desktop Outlook client is being investigated.
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TOP ISSUES:
Hoxhunt error codes-
Error 404
- User is registered to Hoxhunt with multiple accounts (email addresses). Contact Hoxhunt Support for assistance at support@hoxhunt.com.
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Error 500
- User's email domain may not be allowed in Hoxhunt. Contact Hoxhunt Support for assistance.
- Temporary issue when reported email is being uploaded to Hoxhunt or forwarded to SOC mailbox. Ask user to try again later. If error persists, contact Hoxhunt Support for additional troubleshooting.
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Error 404
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OTHER ISSUES:
- Task Pane or Results pop-up windows doesn't load properly
- This is often network-related. Temporarily turn off Proxy/VPN client and try again. See if the same issue occurs with another Outlook client.
NOTE: Hoxhunt is currently overhauling its error code system. In most cases you still need to contact Hoxhunt for an explanations for error codes. We apologize for the inconvenience.
Top support articles for Google Workspace customers
Hoxhunt add-in is missing
Locating Hoxhunt on mobile devices
Troubleshooting missing Hoxhunt button
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TOP CAUSE:
for Chrome extension: User is not logged to Chrome browser; Browser Sync is turned off
for native Gmail add-on: Side panel is hidden/collapsed
Client requirements for using Hoxhunt
Implementing Hoxhunt for Google Workspace
Further questions?
If you need any additional assistance, please don't heistate to reach out to our support team at support@hoxhunt.com.