office 365 addin in outlook, Sales Tool greyed out

MerakiStore
Member

Hi

I have deplpoyed the office 365 tool to myself, and it installed without error. I can see and use it in the inbox view.

When I open an email in a separate/pop-out window, the hubspot sales addin icon is greyed out and does nothing.

I have followed the troubleshooting instructions whose only suggestion is to repair outlook.

What now?

Thanks

Mark.

0 Upvotes
5 Replies 5
jennysowyrda
Community Manager

Hi @MerakiStore,

 

Can you please try the following steps: 

 

  • Close Outlook and reopen
  • Repair Outlook
    1. Go to start menu and search "Programs and Features"
    2. Click on the Outlook program in the list
    3. Click the Change button (next to Uninstall)
    4. When this process starts you’ll be asked to select the Repair mode, be sure and select “Online Repair” from the dialog

If you are still stuck after this, can you please send along: 

1. Screenshots of what you are seeing

2. The version of Outlook you are working in

3. Confirm you have the most up to date version of the extension 

 

Thank you,
Jenny

 

0 Upvotes
MerakiStore
Member

Thanks for the reply.

I believe I already pointed out that I had attempted the office repair solution. It didn't help.

I downloaded/ installed hubspot in the past 3 days, so I’m sure it’s the latest version. I’m using Office 365 Pro Plus v. 1808

 

Here is what I am finding.

 

If I open the message or reply in the core Outlook window, I see and can use the orange hubspot icon in the toolbar.

https://paste.pics/b23e223b1bc98d8381304fae100a92f1

https://paste.pics/da9da90f197ac6a40c361e9473494210

 

That’s all fine so far.

My problem is about what happens when I pop-out I outlook, and many of my messages are composed in pop-out windows because of the complex nature of the messages.

I pop-out the received message, the icon stays orange, but when I click reply on the pop-out itself, the icon goes grey:

https://paste.pics/052b7e4ff072299144583c51edf9bc71

 

I have exactly the same result if I click reply in the core window (icon is orange), and then click pop-out. This last case is the same, even if I click reply in the core window, also click the hubspot icon, wait for the track option to tick itself, then pop-out:

https://paste.pics/a3f05dae2b8d7043ee6b7b6bbd9d36ed

when you can see that the bcc address is already in the message.

 

Thanks for your help.

Mark.

0 Upvotes
jennysowyrda
Community Manager

Thanks @MerakiStore!

 

I have some additional next steps for us to try: 

  1. Uninstall Office through the "easy fix tool" linked here.
  2. Restart computer
  3. Log into portal.office.com
  4. Install Office - steps can be found here.
  5. Open Outlook - Office 365 account should remember that the add-in is installed

 

If this does not work, can you confirm whether your emails are encrypted or not?

 

Thank you,
Jenny

0 Upvotes
ssunder
Member

I'm experiencing just this week the Hubspot Sales for Outlook Office 365 is greyed (worked before this Monday) where, when I attempt to login I get the attached message. I've gone through the Office repair (online) with no success. Please Help! 

Hubspot.png

0 Upvotes
jennysowyrda
Community Manager

Hi @ssunder,

 

Are you still experiencing this issue? If so, can you please share what troubleshooting steps you have tried? 

 

The more information, screenshots and details you can provide, the better the Community can assist!

 

Thank you,
Jenny

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