Hubspot couldn't connect to my "New Outlook" inbox

[GRichards4]

Hi all, 

I have not been able to find an answer to my problem in previous posts noting the same problem. So, here goes again:

I am evaluating Hubspot for a possible paid subscription to Sales Hub. Set-up is going fine, except that when attempting to "Connect Personal Email" I get this error:

The "share message" email reveals only "undefined error."

Fast facts:

• I have the latest "New" Outlook for the Web, version 1.2024.903.200. 
• I have tried logging out of my Microsoft account, logging out of Hubspot, logging back into both again, etc. 
• I do not have any other email aliases set up in Hubspot.
• I am a single at-home user, not on any network or under any IT administration.
• I use Hubspot within MS Edge web browser. (Same problem occurs if I log into Hubspot using Chrome.)

Please help, I'm stuck! I really would like to make Hubspot work for me. 

[GRichards4]

Hi all, 

I recalled that I had tried to connect to Outlook earlier in the day and was interrupted. Perhaps the connection was made but not shown on the Hubspot dashboard? So I navigated to my Microsoft account settings, "manage account," "Privacy," "Apps and services that can access your data," and sure enough Hubspot was listed. I removed the permissions, and then restarted the connection process in Hubspot.

This time the connection was verified, no problem! Problem 1 is solved. Now I am having issues installing the Hubspot Sales extension for Outlook 365. The "install" process starts in Outlook and the progress indicator stalls, and finally times-out with a message that the process has failed. "Sorry, we can’t complete this operation right now. Please try again later."

I try again, same issue. Any ideas? The fact the install starts indicates that I am in the right place, it's just not finishing.

[GRichards4]

An update: No matter what I tried, I could not get the add-in to appear in Outlook 365 (for the web) in MS Edge. However, I was able to install and run it in Chrome; first, in an "incognito" window, and then in a regular window. It runs well now, but I'm very disappointed that in the web version of Outlook, you cannot "pin" the app in your task bar and, much worse, you cannot leave the app open. It closes every time you close an email you have been logging, and you must re-open the app with multiple clicks EVERY time you compose an email or open an email to log/reply to it. Stupid!!

[kennedyp · Accepted solution]

Hi @GRichards4! Welcome to the Community-- happy to have you here 😊

I am so sorry to hear about the frustration you have experienced setting up this integration. I appreciate you reaching out and providing all of this context. Chrome is typically the recommended browser for these extensions, so I am glad you got that sorted out. 

I agree that it is frustrating to not be able to pin the add in. As noted in the Knowledge Base article, you cannot pin the task pane open in the inbox when accessing your @outlook.com email address on Outlook.com. I can see the value of being able to do this through the browser -- I encourage you to consider creating a post on our Ideas Forum here. If you find a similar idea, give it an upvote and share your unique use case in the comments.

Let me know if I can clarify anything else or if you need assistance with the extension in any way! 

Best, 
Kennedy

[GRichards4]

Thanks Kennedy for pointing me to the Ideas Forum. I will definitely use it and I'm sure it will get upvotes as in the webverse there are other complaints regarding this lack of functionality. Hopefully just a matter of time as there are many users of Outlook for the Web who are Hubspot users as well.