Outlook Add-On Keeps Signing Out

[joshuac]

Hi,

I am an IT employee that helps manage a client who's employees use Hubspot as an add-on in their Outlook that lets them keep track of sales and everything else Hubspot is meant for. However, we have received a few reports of users being signed out of the add-on despite always marking "Remember Me" when first signing in. I checked this post here (https://community.hubspot.com/t5/Account-Settings/Hubspot-login-always-asking-to-re-login/m-p/756574...) for any sort of solution and unfortuantely it looks like the solution wasn't shared. I have done everything on my end like ensuring this isn't a new user, it isn't a new computer, this happens every week to the same users, 3rd party cookies have been accepted,  and that the Hubspot domain is granted to access as a safe website. If anyone can help me find out what @kvlschaefer changed in the post linked in this post, I'd greatly appreciate it. 

Thank you,

Joshua

[Heisenberg]

Same issue in a brand new deployment in November 2024. Is there no solution for this yet? 

[Nitaneth]

No I don't think so. We have gone back to the desktop extension while it is still available and it works perfectly.

[MattGrzesik]

Hey guys, we have the same issue with one of our clients. Have you been managed to solve it with O365 addon?

Regards,

Matt

[Nitaneth]

It appears that the Windows/PC extension works better than the 365 one

[SFrench]

The issue with that is they have announced they are sunsetting that application soon due to microsoft migrating. So its a good bandaid for now.

[Nitaneth]

Was that not the desktop one which is now unsupported?  If not, do you know any more about how Microsoft migration is affecting Hubspot?  Perhaps in other ways too?  Thanks

[MattGrzesik]

I think they are sunsetting the desktop one. We have issues with the officially supported Outlook 365 addon (web add-on). I will try to contact customer support, let's see if they can help. 

[Nitaneth]

ok.  Our IT dept. thought that the desktop one had been replaced with the Windows/PC one which works much better than the 365 one so we have migrated to that.  If Support can help, do let us know.  Thanks.

[SFrench]

Can someone at hubspot please TAKE A GOOD LOOK AT THEIR O365 ADD-IN?

Add-in signs out all the time, logging is not occurring due to this, resulting in missed communication, miscommunications between teams, and no data collection. I see tons of posts about it being broken yet no real responses outside of basic troubleshooting that you can bet all the IT professionals on here have already tried. No one posts normally unless their research has reached the end of all possible solutions. Very frustrating since the good tool that was attached to the Outlook desktop app is no longer is supported. 

[OHassini]

Also having issues with my reps and outlook 365 web sales addon is broken. Half the time it doesn't log or keep pinned meaning lots of comms are being sent untracked / logged.

Seriously considering moving my reps over to Google Workspace inbox to remove all these issues (Chrome extension for Gmail is FAR superior anyway + gives you actvity feed in the extension).

Hubspot / Outlook we need this looked into ASAP.

[Nitaneth]

I agree, Hubspot is still signing out despite us using the 365 extension.  Reps are not realising and emails are not recorded 😞

[Nitaneth]

We are having the same problems with our Sales guys.  The Outlook 365 extension needs to be logged in and pinned to log emails but it keeps logging out so emails are not logging.  It also takes up screen space to have the extension pinned all the time so not practical.  I will raise it with support but this issue looks as though it has been going on for years looking back at the community pages 😞

[ITuser]

I am in the same situation. Our users need to login dialy. 

We have tried the desktop and 365 add-ins as well as the Hubspot recommended cookie \ safe website setting. 

Any possible soltuions or acknowledgement of this being expected behavior would be greatly appreciated. 

Users are all Windows 11 with the basic configurations \ defender firewall. 

[StepChange]

Hey @joshuac ,

Not sure, have you triede the following solutions?

1. Check Firewall and Security Settings: Verify that there are no firewall rules or security settings blocking access to HubSpot's servers. Sometimes, overly restrictive settings can interfere with the add-on's ability to maintain a stable connection.
   
   

2. Disable Antivirus or Firewall Temporarily: Temporarily disable any antivirus software or firewall applications running on the affected users' computers to see if they might be causing interference with the add-on's operation.

Are you facing this on outlook web or app?

If the proble still prevails, you can reach out to me here: 

Best Regards,

Div
StepChange

HubSpot Gold Partner

[joshuac]

Hi @StepChange,

Unfortunately no matter what I change we still have clients stating that Hubspot continuously signs them out at the start of each day. I am even getting some reports of their emails not being tracked. Hubspot has been labeled as a safe site and there are currently no firewall rules or security settings that would keep users logged out or stop Hubspot from sending requests. Not sure where else to look, still hoping someone may have an answer or workaround.

Best Regards,

Josh

[Roysimth]

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@joshuac wrote:F

Hi @StepChange,

Unfortunately no matter what I change we still have clients stating that Hubspot continuously signs them out at the start of each day. I am even getting some reports of their emails not being tracked. Hubspot has been labeled as a   and there are currently no firewall rules or security settings that would keep users logged out or stop Hubspot from sending requests. Not sure where else to look, still hoping someone may have an answer or workaround.

Best Regards,

Josh

It seems like you've already tried several troubleshooting steps without success. If users are still experiencing issues with Hubspot continuously signing them out and emails not being tracked, it might be beneficial to escalate the problem further and explore some additional avenues for resolution:

1. Check Hubspot Documentation: Review Hubspot's documentation thoroughly to ensure that all setup steps have been followed correctly. There might be specific requirements or settings that need attention.

2. Audit User Permissions: Verify that users have the necessary permissions and access rights within Hubspot and Office 365. Lack of permissions could potentially cause authentication issues or prevent email tracking.

3. Review Event Logs: Check event logs on both the client and server sides to see if there are any error messages or warnings related to the sign-out issue. This might provide more insight into what's causing the problem.

4. Consult with IT Support: Engage your IT support team to investigate the issue further. They might have access to additional tools or logs that could help identify the root cause.

5. Test in a Controlled Environment: Set up a controlled testing environment to replicate the issue consistently. This could help in isolating the problem and identifying any patterns or triggers.

6. Contact Hubspot Support: Reach out to Hubspot's support team again and provide them with detailed information about the issue, including any recent changes or observations. They may have additional troubleshooting steps or insights to offer.

7. Consider Alternative Solutions: If the issue persists and impacts productivity significantly, it might be worth exploring alternative solutions or workarounds for email tracking and customer relationship management.

By thoroughly investigating the issue and seeking assistance from both internal and external resources, you should be able to identify the underlying cause of the problem and implement an effective solution.

https://community.hubspot.com/

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[ITuser]

We have found the Outlook Desktop add-in.... less bad then the 365 add-in? It still fails to keep users signed in but atleast informs users when they have been signed out. Users are reporting the 365 version doesn't.

[Nitaneth]

We found that too but have now uninstalled the desktop version as it is no longer supported, we just use the 365 one 😞

[StepChange]

Hello @joshuac ,

As you mentioned it is still occuring you issue, I encourage trying some more troubleshooting steps:

Emails are not tracking

After sending a test email to hello@getsidekick.com, you may receive a response that your email was not tracked:

• Ensure that HubSpot Sales for Windows is installed. 
• Once the tray app is installed, if the app is not enabled, the HubSpot icon will be grayed out:
  • In the tray menu in the bottom right corner of your device, right-click the HubSpot sprocket icon sprocket. 
  • Select Enable Notifications.  

• Before sending your email, ensure that the Track email box is selected.
  • If the box was not selected, the tracking pixel used to track email opens will not be inserted in the email.
  • To check if the tracking pixel was inserted in a sent email, access the source content of the email and look for code similar to the following:

 Emails sent in Plain Text mode cannot be tracked. If you see that emails are sent in plain text, switch to HTML mode:

• Compose a new email in Outlook.
• Under the Message Options tab in the Format group, click HTML or Rich Text.

• If Outlook attaches the HubSpot tracking pixel via CID, the email will not be tracked. CIDs attach the pixel image to the email that you're sending. Then it uses standard HTML image tags that reference the image to embed it in the email when the contact opens it. The tracking pixel therefore isn't actually inserted into the email body, and the email is not tracked. 
• Try uninstalling, then re-installing the add-in.

After taking these steps, send another test tracked email to hello@getsidekick.com to receive a notification.

You can read in more detail all the possible troubleshooting guiide here: https://knowledge.hubspot.com/connected-email/troubleshoot-the-hubspot-sales-outlook-desktop-add-in#...

Thanks and Kind Regards,
Div
HubSpot Specialist
Step Change - A Gold Partner HubSpot Agency

[ITuser]

Hi StepChange, 

Not to sound ungratefull but are you sure this information is current? The HubSpot sales for Windows apps give Multiple warnings that it is no longer supported and notifications through it won't work. One of them even provides a button to uninstall the app since it's now useless. 

If this does somehow help the Outlook Add-in co-ordinate login information, is there a way to disable the deprication popups atleast?