Hoxhunt error codes

Sometimes you might see an error when you click Hoxhunt button. This article aims to explain the different errors and how they can be resolved.

 

Add-in_crash_dialog.png

 

First aid - temporary workarounds

1. Relaunch your email client and try again.

2. Try another email client if available.

3. Check you network connection. Toggle VPN off temporarily and try again.

4. Try reporting another email and see if the problem persists.

 

IMPORTANT: Whenever you are unable to report a suspicious emails via Hoxhunt button, always follow your company's internal security guidelines on how to report a suspicious email to your Security team.

 

How to report an issue to Hoxhunt

If the problem persists and the error codes listed below don't help to resolve the issue, please report the problem to Hoxhunt Support as follows:

1. Copy the Trace ID and Error Details to clipboard. 

2. Create a support ticket and include the above details.

TIP: You can also send the error details by email to support@hoxhunt.com.

 

Common error codes

Error 401

Hoxhunt backend returned error with code 401
  • You may be reporting an email from a mailbox that is not authorized to report emails.
  • Hoxhunt is missing either your email domain or mail server address for your organization.
  • It is also possible your mail server's Exchange Auth Certificate has expired.
  • Please contact Hoxhunt Support with the corresponding Trace ID to resolve the error.

 

Error 403

Hoxhunt backend returned error with code 403
  • Something is preventing you from performing the requested operation. This error may occur at various stages of the email reporting process.
  • Please make sure your VPN client or proxy isn't blocking access to any *.hoxhunt.com sub-domains.
  • It is also possible Hoxhunt's Web Application Firewall is blocking your access by mistake. Please contact Hoxhunt Support with the corresponding Trace ID to resolve the issue.

 

Error 404

Hoxhunt backend returned error with code 404
  • You may have a duplicate user account in Hoxhunt.
  • Please contact Hoxhunt Support accompanied with the corresponding Trace ID to resolve the issue.

 

Error 429

Hoxhunt backend returned error with code 429
  • There were too many requests to Hoxhunt service.
  • Please contact Hoxhunt Support accompanied with the corresponding Trace ID to resolve the issue.

 

Error 500

Rest API call failed with code 500
  • Restart your email client and try again.
  • If you receive this error while reporting from a shared mailbox, please refer to this article.

 

EWS API call failed with code 500
  • Restart your email client and try again.
Hoxhunt backend returned error with code 500
Hoxhunt backend returned error with code 500 - Internal Server Error
  • Something went wrong during the reporting process. These two errors may occur at various stages of the email reporting process.
  • Restart your email client and try again in a moment.
  • If the error persists, please contact Hoxhunt Support accompanied with the corresponding Trace ID to resolve the issue.

 

Error 502

Rest API call failed with code 502
Rest API call failed with code 502: Bad Gateway
Rest API call failed with code 502: cannotconnect
EWS API call failed with code 502
Hoxhunt backend returned error with code 502
Hoxhunt backend returned error with code 502 - Bad Gateway
  • These are temporary timeout errors at Hoxhunt's end.
  • Please try again in moment.
  • If the error persists, please contact Hoxhunt Support accompanied with the corresponding Trace ID to resolve the issue.

Error 524

Rest API call failed with code 524
EWS API call failed with code 524
Hoxhunt backend returned error with code 524
  • These are temporary timeout errors at Hoxhunt's end.
  • Please try again in moment.
  • If the error persists, please contact Hoxhunt Support accompanied with the corresponding Trace ID to resolve the issue.

 

Error: Network request failed

Network request failed

This is a generic error message when something is preventing Hoxhunt button to communicate with  Hoxhunt service. Hoxhunt may also be temporarily offline.

1. First try Hoxhunt button with and without VPN/proxy client to see if there's any difference. In some environments, when you use Hoxhunt add-in your Outlook client must have access to your Exchange Web Services. If these services are not accessible outside your corporate network, Hoxhunt add-in may not work properly. Please check which connection setup works best with Hoxhunt.

2. Try accessing https://api.hoxhunt.com/graphql with your regular web browser. Expected result: GET query missing. If result is something else, check the error for details and contact Hoxhunt Support.

3. Make sure *.hoxhunt.com is added to Trusted sites under Internet Options.

4. It can also happen if Internet Options > Security > Internet / Restricted Sites / Trusted Sites > Custom level... > Miscellaneous > Access data sources across domains is not enabled. Enable the setting zone by zone until the error goes away.

5. If the error persists after changing your connection type/location, please contact Hoxhunt Support.

 

Error: Failed to fetch

Failed to fetch
  • Connection to Hoxhunt service or your company's email server was interrupted.
  • Please try again in moment.

Less common error codes

InternalServerError

InternalServerError
The Exchange server returned an error.
Please look at the diagnostics object for more information.
{"ClientRequestId":"{XXXXXXXX-XXXX-1234-XXXX-XXXXXXXXXX}",
"ErrorText":"The token for this extension could not be retrieved."}

This error can occur for customers with an on-premise Exchange Server. It indicates Outlook wasn't able to obtain an access token from the Exchange server. Without the token, Hoxhunt button doesn't work properly.

  • Only an Exchange Administrator can resolve this error.
  • For Exchange Administrator: Check if your Microsoft Exchange Server Auth Certificate has expired. If needed renew it, publish it to other email servers and remove the previous certificate. Refer to Microsoft's official documentation for the required steps.
  • If you encounter Error code 401 after renewing the certificate, please refer to Error code 401.

Internal Error / Internal Server Error

Internal Error
Internal error has occurred.

This error can occur for customers with an on-premise Exchange Server. It indicates Outlook wasn't able to obtain an access token from the Exchange server due to a misconfiguration.

NetworkError

Network Error
The user is no longer connected to the network.
Please check your network connection and try again.

This error may occur with mailboxes located on an on-premise Exchange Server, and especially for users who must use VPN to access their emails on the server (a.k.a. closed EWS).

When Hoxhunt add-in tries to connect to Exchange Web Services endpoint, it asks Outlook client to first attempt connection to the server's Internal EWS URL. If that fails, client tries to connect to the External EWS URL. If for any reason the External EWS URL is not known or it is unavailable (due to restricted access from public Internet), the client will assume it's unable to reach the Exchange Server completely.

Quick workarounds users can try:

  1. Toggle VPN on or off, depending on when the error manifests, and try Hoxhunt button again.
  2. Restart Outlook client to refresh Outlook's Auto discovery cache.

If Exchange Web Services are not restricted from public Internet, and Internal and External EWS URLs are different, Outlook client may not be aware of one of the two addresses.

System Administrators can check if Internal URL and External URL are indeed different:

  1. Run Powershell Get-WebServicesVirtualDirectory |fl
    If the Internal and External EWS URLs are different, consider consolidating them to match the External URL.
  2. Read more: https://stackoverflow.com/questions/52333525/issue-with-getcallbacktokenasync-function-on-hosted-exchange

 

There is also a known bug in certain Outlook version that caused this error for users with mailboxes located in on-premise Exchange Server.

  • If you are on Current Channel, please update your Outlook to version 2014 (build 13929.20296) or later
  • If you are on Monthly Enterprise Channel, please update your Outlook to version 2104 (build 13929.20408) or later
  • If you are on Semi-Annual Enterprise Channel, please update your Outlook to 2102 (build 13801.20808) or later
  • Technical details of the bug are available here.

 

EWS error: No mailbox with such guid
  • Test if reporting works via Web Outlook. If the issue reproduces, the root cause is most likely linked to user's mailbox.
  • If reporting works via Web Outlook, try creating user's Outlook profile in the desktop Outlook client. 

InvalidAudienceForResource

The audience claim value is invalid for current resource. 
Audience claim is 'https://onprem.server.com/',
request url is 'https://outlook.office.com' and resource type is 'Exchange'.",

This error may occur with on-premise Exchange mailboxes in hybrid environment. Outlook tries to fetch authentication token from incorrect endpoint. 

  • Test if reporting works via Web Outlook. If the issue reproduces, the root cause is most likely linked to user's mailbox.
  • If reporting works via Web Outlook, try creating user's Outlook profile in the desktop Outlook client. 
  • If the error persists, please contact Hoxhunt Support accompanied with the corresponding Trace ID. Possible work-around is to use EWS API forced version of the add-in. 

Questions or further issues?

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

Was this article helpful?

28 out of 31 found this helpful

Have more questions? Submit a request