Unable to connect to your mailbox to fetch your addins.

Smart CRM & Sales Hub Outlook Sales Extension
1

Hello, I have this user who was able to get the Hubspot Sales add-in, but is unable to install the add-in. The button “Add” is greyed out for them and reporting this message: “Unable to connect to your mailbox to fetch your addins. You can add or remove add-ins later.”

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I’m quite unfamiliar with the platform and based on the KB articles I have seen, nothing fully covers this issue. Then based on the screenshot, the user is using a Mac. Would this potentially mess with the connection to the mailbox for the addins? Or any suggestions of what to look at first?

Thanks in advance,

Alex

2

Hi @MITS ,
There is no sure shot troubleshoot method for this issue. You can try some of the following ways:
1. Clear cache and cookies and restart the system and then try installing add-ins
2. Since the user is on a Mac, ensure they are using a compatible version of macOS and a supported email client.
3. Ensure that the browser allows third-party cookies and pop-ups, as these can affect the installation process.
4. Remove any existing installation attempts and try to reinstall the add-in from scratch.
Hope this helps!
Thanks