HubSpot Sales Outlook Desktop Add-In not showing associations in ‘Search Current Associations’

[romvarif]

Hi everyone,

Over the past few weeks, our sales team noticed that the HubSpot Sales Outlook desktop add-in no longer shows any records under “Search current associations” when trying to log an email — not only Tickets, but also Contacts and Companies.

This feature used to work perfectly until recently. Now, the add-in opens, but the search field remains empty (no results for any object type).

Has anyone else experienced this issue recently?

We’ve already verified that:

• The add-in is authenticated and connected correctly.

• The inbox connection and CRM sync are active.

• The users have Ticket access inside HubSpot (they can view/edit Tickets via the web UI).

Could this be related to a new limitation for Free HubSpot accounts, or is it a temporary bug?

Any update or confirmation from HubSpot staff would be greatly appreciated.

Thanks in advance,

Frigyes

[JParker8 · Accepted solution]

 Hey, we've noticed that you have to click the category/record type you want to search to associate to... So on the left-hand side, you have to go click 'Contact's and then search contacts and so on and so forth. The main search bar doesn't do this. LMK if this is the same for you? We've had nothing but issues with Outlook Add-in.

[romvarif]

Hi @JParker8,

thanks a lot for your suggestion, it works well!

I appreciate you took the time to share this info!

@BérangèreL at this moment I have no other issues I am facing with Outlook Add-in that I could share.

romvarif

Preview

[BérangèreL]

Hi @JParker8,
 

Thank you so much for sharing your experience with @romvarif and for bringing this to our attention.

I’m really sorry to hear about the trouble you’re having with the HubSpot Sales Outlook Desktop Add-In, especially with the way ‘Search Current Associations’ is working and the issues you’ve encountered overall.

For information, I can see on this article "Install HubSpot Sales for Gmail and Office 365" that due to the significant changes introduced by Microsoft as part of the new Outlook for Windows, HubSpot will no longer actively develop or improve the HubSpot Sales Outlook desktop add-in. While the HubSpot Sales Outlook desktop add-in is still available in the old Outlook for Windows and will continue to be supported, it's highly recommended that you activate the HubSpot Sales web add-in instead. 

Thank you again for your valuable feedback.

Have a great day!
Bérangère

[BérangèreL]

Hi @romvarif and welcome, we are so glad to have you here!
 

Thank you for bringing this to the HubSpot community and for providing all those helpful troubleshooting details.

For information, your post was on an older thread (here for reference: "Associating Outlook Emails to a HubSpot Ticket. Possible?"). To get more visibility, I have created a new post for you.
 

I understand how disruptive it can be when features like “Search Current Associations” in the HubSpot Sales Outlook desktop add-in stop working, especially for logging emails to Tickets, Contacts, and Companies.

Let's check with our Top Experts and Community Members: Hi @karstenkoehler, @Gaurav_Aggarwal, @alourenco300, @CMancel, @Antonimo and @TomM2 are you experiencing the same, please? If yes, please let me know and whether you’re using the Outlook desktop app or web version. Do you have any suggestions to help @romvarif, please?

Have a great day and thanks so much!
Bérangère