All Collections
Troubleshooting Outlook add-in issues
Troubleshooting Outlook add-in issues
Updated this week

If you are experiencing issues with your Outlook add-in, depending on whether you are using the web version or the desktop version of Outlook, there could be a few different reasons. The below instructions outline common causes and fixes in order to troubleshoot on:

Outlook Desktop Application


The Xakia Outlook add-in does not appear on the ribbon in the Outlook desktop application.


1. The add-in is not installed

  • Follow the steps in this article to install the add-in

  • If your Outlook add-in is installed already, it is sometimes fixed by uninstalling and re-installing the add-in

2. User does not have permission to use Custom Add-Ins

  • Ask your IT support to confirm that you have the 'My Custom Apps' permission per the following document.

3. The Outlook add-in is not displaying on the ribbon

  • Right-click on a blank space in the ribbon and select 'Customize the Ribbon'

  • On the left-hand side is a list of all available Ribbon items

  • Change the 'Choose commands from' drop-down box to read 'Main Tabs'

  • Under 'Home (Mail)', check if there is an item labelled 'Xakia'

  • If the Xakia item is there, this means the add-in is installed correctly

  • Click the 'Add >>' button to add it to the Ribbon

4. For Windows Users Only: Your internet connection is metered

If your networking connection is set as 'metered', Outlook does not display any add-ins. This typically happens when using a mobile hotspot.

  • From the 'Start' menu, search for 'Network Status' and open the page

  • Select 'Properties' on your internet connection

  • Select the 'Metered connection' section and ensure that the 'Set as metered connection' option is set to off

5. Check that you meet Outlook add-in requirements

For Outlook add-ins to load and function properly, there are a number of requirements for both the servers and the clients. Ensure your environment satisfies the Outlook add-in requirements by following this article.

Outlook Web Version


When opening the Xakia Outlook add-in within the Outlook Web Interface, a blank panel is shown.


If you are using the web version of Outlook and seeing a blank panel, this means that third party cookies are not enabled.

  • Enable third party cookies for your browser and try opening the Xakia Outlook add-in again

  • If you are using Chrome, you can enable third party cookies by following the instructions in this article.

Did this answer your question?