365 emails not logging - despite everything green-for-go

[js_lon]

Hi

Emails I send from Outlook for Windows using MS365 are not logging in HubSpot - even though "HubSpot Sales Office 365 add-in" seems to be configured correctly.

IN OUTLOOK FOR WINDOWS:

the orange "Sales Tools (Hubspot)" button is visible in the ribbon. 

In the Outlook sidebar that appears when you click it:
HubSpot Sales
Home>Settings>Log and track settings:

Log email (and Track email) are both on.

Default associations is: New contacts, existing contacts, companies and deals.

I am not listed in the "Never Log" list.

Outlook application is the latest 365 version (version 2301 current channel).

IN HUBSPOT - Your preferences>General>Email

My email account (Inbox type: Outlook 365) is enabled (green) and inbox automation is on.

IN MS365 ADMIN CENTER > Settings>Integrated apps

Hubspot is green - "status OK"

Overview:

Status OK

Deployed apps (2)***

- HubSpot Web apps

- Hubspot Sales Outlook

Assigned users are correct

Configuration says "Deployment finished" for both.

***Should there be 2 apps here?***

But no email I send to a prospect in Outlook is now logged in HubSpot - unless I manually forward using the xxxxx@forward.hubspot.com 

It used to work - but stopped some weeks ago.  I noticed then that both the "Outlook desktop add-in" and"Office 365 add-in" were both installed so I removed the desktop add-in to avoid the published clash.  

But since running only on the 365 add-in as recommended - it doesn't work at all.

Any ideas what is going wrong here?  Thanks

[bernhardhoerman]

I can not 100% relate since I use the web version exclusivly. 

However, does the extension create the BCC with your hubspot id?

[js_lon]

Hi Bernhard

I have a working pair of email addresses containing my ID to manually BCC or forward an email to HubSpot if (like now) it doesn't log them correctly, automatically.   When it works automatically, I should need them though??  I presume HubSpot hooks directly into 365 in the cloud.

I'm wondering if the add-in to 365 was installed both centrally AND individually?  (which is different from the clash between the Legacy Outlook add-in, and the cloud-based one)!  

[franksteiner79]

Hi @js_lon 

I think the two apps depend on what tool/app you are sending from and you might have removed the wrong one.

You mentioned at the beginning that the "Emails I send from Outlook for Windows using MS365 are not logging in HubSpot". But if you are using the Outlook client to send emails, instead of the Office365 web access, you would need to run the Outlook desktop add-in. 

Frank

[js_lon]

Hi Frank

Thanks for jumping in.

I also initially thought I had picked the wrong add-in.  But the HubSpot support article is really clear that the "Office 365" add-in is expressly for Outlook for PC  (or Mac) as well as Outlook on the Web.  Also, it installs the button in the Outlook toolbar - further confirming it is designed to work with Outlook.  

The "Outlook Desktop Add-in" is apparently only for legacy versions of Outlook like Outlook 2016 etc rather than Outlook for 365.

Install HubSpot Sales for Gmail, Office 365, and Outlook desktop | Knowledge Base

(see the comparison table halfway down the article)

So I'm still mystified...

Also, just tried sending an email from 365 Outlook on the Web - also not logged in Hubspot.

Going back to 365, can anyone confirm that I should see 2 Apps installed in the 365 admin portal?

- HubSpot Web apps

- Hubspot Sales Outlook

Or any other place to troubleshoot?

Thanks

[KAbel]

Having the same issue - has anyone found a solution? Our team is having to open the extension each time in order to track it. If the extension isn't opened, it won't log (despite being set to log and email inbox automation being turned on). 

Exceptionally frustrating as we recently moved from Google which was quite simple for tracking+logging and we rarely ran into issues.