Outlook Sales Extension does not work with Outlook 365 web

[MJohannes]

Hello everyone,

a short while ago everything was working great. Then we started to experience issues. First it startet with our Mac users an Safari. Then it became an issue in Firefox, and meanwhile we also have the first issues in Chrome.

What happened is, that at first the extension was showing us the login, although we have been logged into Hubspot in another tab of the same browser already. Trying to login looked as it worked but after the redirect to Outlook the extension panel was still logged out. Meanwhile we even don't get the login in the extension panel but only a loading icon which spins endlessly whithout ever getting us any result.

We already checked the following:

• 3rd party cookies are allowed
• all affected users have the correct Hubspot account set for syncing
• all affected users have the required persmissions for the Sales Hub

What's specifically puzzeling is that it worked as expected just a few days ago. And now it seems like we can't get it to work, although we didn't change anything in our IT infrastructure.

[FatFriday]

Got this bit too...

Scroll to the bottom of the Hubspot pane

Choose Add-in settings

Then Log and Track settings

Ta da!

[PamCotton]

Hey @MJohannes, thank you for posting in our Community!

I want to provide an update that may help; due to the significant changes introduced by Microsoft as part of the new Outlook for Windows, HubSpot is ending support for the HubSpot Sales Outlook desktop add-in.

Instead, it's highly recommended that you activate the HubSpot Sales web add-in.

You can learn more in this HubSpot Community post.

Please follow the steps on this knowledge base and let us know how it works.

Kindly,

Pam

[MJohannes]

Hi @PamCotton,

thank you for your fast reply. However, I am not sure how the solution posted by you can help me. What you suggest as a solution is to switch from Outlook Desktop to Outlook Web. But we never used Outlook Desktop. As I mentioned in my original post, we already used Outlook Web and then the issues started to appear in the different browsers at a different time. Meanwhile it is a problem for all browsers and we can't get it to work for any of our users.

[FatFriday]

Hi MJ

We have the same issue for all users.  Did you find a solution at all?

Thanks

Daren

[MJohannes · Accepted solution]

Hi @FatFriday , we could not find the cause of it, but after a lot of trials (customer support couldn't help us either) we found that deleting the cache and browser history was actually helping to reset everything in a way that it was working again.

I hope this helps in your case as well!

[FatFriday]

Got it!

[FatFriday]

I found something here... But it only allows for logging after the email was sent.  And its not tracked even with tracking defaulted on