Troubleshooting missing Hoxhunt button in Outlook (Office add-in)

Sometimes Hoxhunt button might not appear in your Outlook client. This article explains the most common reasons why Hoxhunt button may go missing, and helps you and your IT support to resolve the issue.

NOTE: If you are using New Outlook or Web Outlook and you have trouble locating Hoxhunt button, check out this article: How to locate Hoxhunt button in Outlook for Windows and Outlook for Web

NOTE: If you are using the Hoxhunt COM add-in, check out this troubleshooting guide: Troubleshooting missing stand-alone Hoxhunt Outlook COM add-in button and errors

TIP: If you are unsure which Hoxhunt button you have, check out Identifying installed Hoxhunt button (add-in / add-on type)

 

Common quick fixes and workarounds

If you have seen Hoxhunt button in your email application before, it's a good idea to:

  • Select another email in your own personal inbox and see if Hoxhunt button appears. Also check out: Hoxhunt button is greyed out or it sometimes goes missing
  • Restart your Outlook application or refresh your Web Outlook
  • Try to locate Hoxhunt button from another Outlook client (e.g. Web Outlook or Mobile Outlook).

If the above doesn't help or you are still missing Hoxhunt button from your primary Outlook client, read further.

 

Hoxhunt button is missing from my Windows Outlook

Hoxhunt button location in Windows Outlook

Hoxhunt's reporting button should be visible in your desktop Outlook in the Ribbon as shown below:

Outlook_on_Desktop_-_Windows_-_Hoxhunt_button_location__close_up_.png

Please note the button may also be hidden behind the three dots menu.

 

If you still don't see the button

Please check the following items before contacting your IT team or Hoxhunt Support.

 

Most common causes

Reading Pane is turned off

Outlook add-ins are visible only when Reading Pane is enabled, or the email is opened in a separate window.

Solution: Make sure you have Reading Pane turned on.
Workaround: If you don't want to enable the Reading Pane, open an email to a separate window.

TIP: If your Hoxhunt button is greyed out / inactive, check out: Hoxhunt button is greyed out or it sometimes goes missing

 

Metered Connection feature is turned on

Outlook add-ins (like Hoxhunt button) may go missing if Metered Connection is turned on for your current network connection. For example, if you are using a mobile hotspot, Metered Connection might be enabled to reduce data transfer. This add-in behaviour is by Microsoft's design.

Solution: Disable Metered connection in your network connection settings.

Workaround: Use another network connection.

 

(Optional) Connected Experiences is turned off

Office add-ins require a feature called Connected Experiences to function properly.

Solution: Make sure you have enabled Connected Experiences and Optional Connected Experiences in File > Office Account > Account Privacy > Manage Settings (see Connected Experiences in Office).

Workaround: If you are unable to change the setting, it is managed by your Administrator. Please contact your IT team and refer to this MS article). To learn more about Connected Experiences, see Overview of optional connected experiences in Office.

NOTE FOR ADMINS: Starting from Monthly Channels version 2008 (build 13127.20296) and Semi Annual Channels released in early January 2021, Optional Connected Experiences are not anymore required to be enabled to have Admin-managed Outlook add-ins displayed.

 

Check if Hoxhunt button is visible in other Outlook clients

Check if you can see the Hoxhunt button in other Outlook clients:

If you can see Hoxhunt button in Outlook on the Web and/or Outlook Mobile, please check if there are other add-ins or buttons missing from your Outlook Ribbon. If any are missing, please contact your IT support for assistance.

 

 

Less common causes

Simplified Ribbon is turned on

If you have enabled Simplified Ribbon, Hoxhunt button might be hidden behind the drop-down menus. For more information about Simplified Ribbon, please check this MS article.

 

You are reporting from an unsupported mailbox

Outlook add-ins are designed to activate in the user's main mailbox and shared mailboxes via delegated. Add-ins do not activate in folders from other user's mailboxes, archive mailboxes, group mailboxes or public folders.

 

You are reporting from an unsupported mail account type

If the client is configured to connect with POP3 or IMAP, Outlook add-ins will not load.

Outlook client must be connected to an Exchange server or Microsoft 365 using a direct connection. When setting up an email account in Outlook, you must choose ExchangeMicrosoft 365, or Outlook.com account type.

 

Hoxhunt button hasn't been deployed to you

Make sure Hoxhunt button is listed in either of the following places:

  • Home > Manage Add-ins > Admin-managed
  • File > Options > Add-ins > COM Add-ins. (also check Disabled Add-ins)

If you are unable to locate Hoxhunt add-in in either location, then Hoxhunt button hasn't been deployed to you. Please contact your IT team for assistance.

 

Uncommon causes

Office add-ins have been disabled by your Administrator

Check if you can locate Store icon, Manage Add-ins icon or Get Add-ins icon in Outlook desktop application, Outlook on the Web or Outlook Mobile App. If they are missing, your organization might have disabled all Office add-ins. Please check this KB article from Microsoft for further information and contact your IT team.

 

Office Cache has been corrupted

In some rare cases Outlook is unable to sync the user profile settings from M365 or Exchange server. Try clearing the Office cache with the help of this article or this article.

 

"Do not save unencrypted files to disk" is turned off

Please ask your IT team if "Do not save unencrypted files to disk" has been set to value enabled, in IE's GPO settings. The correct value is not configured or 0.

 

Outlook is unable to load any Office add-ins

1. Open Windows Event Viewer.

2. Navigate to Windows logs > Application.

3. Close Outlook and relaunch it.

4. Refresh the Event Viewer view.

5. Look for a recent event in which the Event ID equals 63. This represents Outlook downloading the Hoxhunt button from the Exchange server.

If Outlook successfully read the manifest, the logged event should have the following description:

The Exchange web service request GetAppManifests succeeded.

If Outlook failed to read the manifest, the logged event is similar to the following:

 The Exchange web service request GetAppManifests failed. The error code is 0.
HTTP Response Code: 403
Additional Error Message:
An unknown internal error occurred. The error code is 80004005

6. If you see an error, close Outlook.

7. Empty the following temp folder: %LocalAppData%\Microsoft\Office\16.0\WEF\

8. Relaunch Outlook and see if Hoxhunt add-in becomes available.

 

If all else fails

Microsoft's official troubleshooting steps

Please check this article from Microsoft.

 

Create new Outlook profile

If all else fails, your Outlook's user profile might have become corrupt. Consider creating a new Outlook profile. Please contact your IT for assistance.

 

Contact Hoxhunt Support

Please contact Hoxhunt Support at support@hoxhunt.com for further troubleshooting and debugging assistance.

 

Hoxhunt button is missing from my Mac Outlook

Hoxhunt button location in Mac Outlook

Hoxhunt's reporting button should be visible in your Mac Outlook in the Ribbon as shown below:

Outlook_for_Mac_-_Hoxhunt_Plugin_Location_Close_Up.png

 

If you still don't see the button

Please check the following before contacting your IT team or Hoxhunt Support.

 

Most common causes

Hoxhunt button is not pinned to your Outlook toolbar

Hoxhunt button should be visible in your Outlook toolbar by default. If it's not, here are the steps to locate the button and pin it to your Outlook toolbar.

  1. Click See more items (...) button in the Outlook ribbon and locate Hoxhunt button from the list.
    Add-in_MAC_2020.2.png
  2. If you can see Hoxhunt button in the list, pin the Hoxhunt button to your toolbar by selecting Customize toolbar... and drag the Hoxhunt button to your Outlook toolbar.

Add-in_MAC_2020.gif

 

Hoxhunt button randomly disappears from your Outlook toolbar

Hoxhunt and its customers have noticed that all Outlook add-ins might suddenly go missing.

Solution: Restart your Outlook.

 

WithSecure Freedome VPN prevents Hoxhunt button from loading

WithSecure Freedome VPN solution may be restricting network connection of Outlook add-ins.

Workaround: try toggling the VPN connection OFF and back on. Then restart Outlook.

 

 

Less common causes

(Optional) Connected Experiences is turned off

Solution: Please make sure you have ticked Outlook > Preferences > Privacy > Enable Connected Experiences (check this MS article for more information).

Workaround: If you are unable to change the setting, it is managed by your Administrator. Please contact your IT team and refer to this MS article). To learn more about Connected Experiences, see Overview of optional connected experiences in Office.

 

Reading Pane is turned off

Outlook add-ins are visible only when Reading Pane is enabled, or the email is opened in a separate window.

Solution: Make sure you have Reading Pane turned on.
Workaround: If you don't want to enable the Reading Pane, open an email to a separate window.

TIP: If your Hoxhunt button is greyed out / inactive, check out: Hoxhunt button is greyed out or it sometimes goes missing

 

 

Hoxhunt button is missing from my Web Outlook

Hoxhunt button location in Web Outlook

Hoxhunt's reporting button should be visible in Outlook on the Web in the ribbon as shown below:

Outlook_on_the_Web_-_Hoxhunt_button_location_in_ribbon__close_up_.png

If you cannot locate the Hoxhunt button in the ribbon, check behind the three dots menu:

Outlook_on_the_Web_-_Hoxhunt_button_location__behind_burger_menu_.png

 

If you still don't see the button

Please check the following before contacting your IT team or Hoxhunt Support.

 

Most common issues

Hoxhunt button hasn't been deployed to you

First check that Hoxhunt button has been deployed for you.

  1. Select any email.
  2. Click the three dots menu.
  3. Click Get Add-ins.
  4. From the side pane, select Admin-managed.

If you are unable to locate Hoxhunt button in this location, then Hoxhunt button hasn't been deployed to you. Please contact your IT team for assistance.

If Hoxhunt button is listed, please read further.

 

Less common causes

Office add-ins have been disabled by your Administrator

Check if you can locate Manage Add-ins icon or Get Add-ins icon in Web Outlook's toolbar. If they are missing, your organization might have disabled the use of Office add-ins from you. Please check this KB article from Microsoft for further information and contact your IT team for assistance.

 

Your Hoxhunt button type doesn't support Web Outlook 

Your organization may have deployed a stand-alone version of Hoxhunt button for your desktop Outlook only. In this case the button is not available in Web Outlook. Read more: Troubleshooting stand-alone Hoxhunt Outlook COM add-in

 

You are using Web Outlook with a mobile device

Add-ins don’t necessarily work when using Web Outlook via mobile browsers.
For more information, see: https://docs.microsoft.com/en-us/office/dev/add-ins/outlook/outlook-mobile-addins

 

Hoxhunt button is missing from my Mobile Outlook

NOTE: Hoxhunt button is only available to Office 365 users in the native Mobile Outlook mobile app. If your mailbox is on an on-premise Exchange server, Hoxhunt button is not available to you in Mobile Outlook app.

Hoxhunt button is also not available in any non-Outlook mail apps such as iOS Mail, iMail, ProtonMail etc.

Hoxhunt button location in Mobile Outlook

In the native Mobile Outlook app, Hoxhunt button is located within an opened email, behind the three dots menu as shown below:

Outlook_on_Mobile_-_Hoxhunt_button_location.png

 

If you still don't see the button

Please check the following before contacting your IT team or Hoxhunt Support.

 

Most common causes

Check if you have multiple email accounts added to Outlook

The Hoxhunt add-in is only available to interact with mail items in the mailbox of an account it has been distributed to. If there are multiple accounts present, please verify that the email you're trying to report is in your work mailbox. 

 

Less common causes

Connected Experiences is turned off

you may have Connected Experiences disabled.

For iOS, please contact your IT team and refer to this article.

For Android, please contact your IT team and refer to this article.

 

Outlook's cache has been corrupted

On iOS: remove Outlook for iOS and re-install it. This clears the application cache, after which Hoxhunt add-in should appear.

On Android: force close Outlook for Android, clear the application cache in System preferences, and re-launch Outlook.  Hoxhunt add-in should appear.

 

Questions and further troubleshooting

If you still have questions or would need help with further troubleshooting, please don't hesitate to reach out to our support team at support@hoxhunt.com 

 

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