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Troubleshooting: CloudExtend Outlook icon is missing or grayed out
Troubleshooting: CloudExtend Outlook icon is missing or grayed out

OLNS | Learn why Outlook add-ins are grayed out or missing on certain mail items

Updated over a week ago

Outlook add-ins are available on messages or appointments while composing or reading, but not other item types. Outlook does not activate add-ins (they are grayed out in ribbon bar) if the current message item, in a compose or read form, is one of the following:

  • The reading pane is hidden (View > Reading Pane > Hidden)

  • Protected by Information Rights Management (IRM) or encrypted in other ways for protection. A digitally signed message is an example since digital signing relies on one of these mechanisms.

  • A delivery report or notification that has the message class IPM.Report.*, including delivery and Non-Delivery Report (NDR) reports, and read, non-read, and delay notifications.

  • A draft (does not have a sender assigned to it), or in the Outlook Drafts folder.

  • A .msg or .eml file is an attachment to another message.

  • A .msg or .eml file is opened from the file system.

  • In a shared mailbox, in another user's mailbox, in an archive mailbox, or in a public folder.
    πŸ‘‰ Update, see this article to check if your Outlook supports add-ins for shared mailboxes

  • Using a Custom Form.

Learn more below.


Desktop Outlook Users

If you're using desktop Outlook, Microsoft only displays the add-in while you are viewing an email.

With Reading Pane Off

If you have turned off the reading pane (View > Reading Pane > Off) then the CloudExtend add-in will only be visible from the Messages tab on the ribbon bar when an individual email is open.

With Reading Pane On

Most users use the reading pane (View >Reading Pane > Right or Bottom). With the reading pane on the CloudExtend add-in will always be available from the Home tab on the ribbon bar.
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Outlook Add-In is grayed out

Outlook Add-Ins are greyed out when the reading pane is hidden and a mail is not in open state. To activate add-ins either turn on the reading pane by (1) clicking View, (2) select Reading Pane, and (3) choose Right or Below.
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Outlook Web Access Users

If you're using Outlook Web Access (OWA) to get your email the CloudExtend icon will appear at the top right of your email near the reply/forward icons. If it's not there you may also find it by clicking the 3 dots at the top right.

Follow the steps below if you always to see it at the top right of your email.

Step 1: At the top of the page, select Settings > View all Outlook settings.

Step 2: Select Mail > Customize actions.

Step 3: Select the checkboxes for CloudExtend.

Step 4: To change the order in which they appear, select them in a different order.

Step 6: Select Save.

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