The MyCase Outlook add-in is a powerful tool for integrating your email with MyCase. However, users may encounter issues such as the add-in not appearing, failing to load, or not functioning as expected. This guide provides a comprehensive troubleshooting approach to resolve these problems.
Compatibility Notes: The MyCase Add-In was built specifically for the web-based version of Outlook. While the add-in is available on the New Outlook or Classic Outlook desktop app, troubleshooting steps may only temporarily resolve issues that arise.
Available only in the Pro and Advanced Tiers.
The add-on is only available on Outlook 2016 or later with any Microsoft 365 subscription, including Exchange Online and not available for Mobile apps
It is not compatible with Internet Explorer, local Exchange Servers or third-party Microsoft 365 accounts (such as Gmail or GoDaddy).
The add-in is not compatible with shared mailboxes. We recommend forwarding case-specific emails to an alternate inbox, and linking them to MyCase from there.
If you're looking for in-depth steps on how to install or use the Outlook add-in, learn more here.
Common Issues and Causes
Email Linking Issues - Errors when attaching emails to cases may result from a broken connection between the add-in and your email provider. A simple refresh of your browser/desktop app should resolve this, if not continue to proceed with the methods in the next section.
Add-In Stops Working After Updates - Updates to Outlook or changes in account settings (e.g., password resets) can disrupt the add-in’s functionality, especially for GoDaddy-hosted accounts.
Third-Party Hosted Accounts: Microsoft does not support GoDaddy or most other third-party hosting services which is why add-in does not work consistently. Reinstalling the add-in may temporarily resolve the issue, but ongoing compatibility challenges may persist.
Add-In Not Visible in Outlook - The add-in may not appear due to compatibility issues or incorrect configurations. Note that the MyCase add-in is only compatible with the web version of Outlook, not the desktop app. Troubleshooting methods may only temporarily resolve the issues but ongoing compatibility challenges may persist.
Add-In Fails to Load or Shows a Blank Panel - This can occur during Microsoft 365 service outages, which impact the functionality of dependent add-ins.
Step-by-Step Troubleshooting Guide
1. Verify Compatibility and Configuration
Please keep in mind we always test in the web version first, since the add-in is technically only compatible on Outlook for the web. If troubleshooting resolves the issues on the web browser, this can resolve errors also experienced on desktop but compatibility issues may persist when continuing use on the desktop app.
Note: Emails linked to MyCase from Outlook will remain in MyCase even after the add-in is uninstalled.
2. Outlook on the web (browser):
Try signing back into the add-in first. If that doesn't resolve it, uninstall and reinstall the add-in using an Incognito/Private window:
Open an Incognito window and sign into Outlook at outlook.com
Click the Apps button > Add Apps
Click Manage Apps
Find the MyCase add-in, click the three dots next to it, and select Remove
Close the app store, return to your inbox, and refresh the page
Click Apps > Add Apps, then search for the MyCase add-in
Install the add-in and try linking an email again
3a. New Outlook (desktop app):
Open Windows Settings
Go to Apps > Installed Apps
Search for the Outlook app
Click the three dots next to it and choose Advanced Options
Scroll down and click Reset, then confirm by clicking Reset again
Once the reset is complete, log out of the MyCase add-in and log back in. This step is essential, as simply closing and reopening Outlook won't apply the fix
3b. Outlook Classic (desktop app):
We recommend switching to New Outlook if possible, or performing a similar reset there. The exact steps can vary slightly from New Outlook, so if you're unsure how to proceed, you can try uninstalling the Outlook App and then downloading it again. Otherwise, Microsoft's Outlook support team can walk you through it for your specific setup.
Advanced Troubleshooting
Error Code 8 - Re-Authentication Needed: Click on the 'Retry' button to prompt the log in to your MyCase account. Once re-authenticated, restart your web browser or close/re-open your Outlook desktop app before re-attempting to link an email.
Error - "Your browser’s cookies might be blocked": Your browser’s cookie restrictions may be causing an authentication error. Follow this video tutorial to change settings in Chrome.
Microsoft 365 Administrator Needed: Check with your Microsoft 365 administrator to confirm that no permissions or policies are blocking the add-in. If removal/installation is restricted on a Microsoft 365 administrator level, reach out to your admin for further assistance. Note, this may require uninstalling/reinstalling for all users but will be necessary for further troubleshooting.
GoDaddy Hosted Accounts: If you have Microsoft 365 from another provider like GoDaddy, you must migrate it directly with Microsoft to resolve compatibility issues. Here are instructions on how to do that.
Add-In Use on Multiple Devices: The Add-in will be installed across devices automatically. Although to protect the security of your account, you will need to log into MyCase from the Add-in the first time you use it on a new device.
Persistent Issues: If reinstalling and re-establishing the connection do not resolve the problem, contact your Microsoft 365 administrator to verify permissions and configurations.
FAQs
Why can’t I see the MyCase icon in Outlook?
The MyCase icon appears only when an email is open. Click the three dots (•••) or the "More apps" menu in the email toolbar to locate it.
What should I do if the add-in stops working during a Microsoft outage?
Wait for Microsoft to restore services. You can monitor the status on the Microsoft 365 service status page. By following the steps in this article, you can resolve most issues with the MyCase Outlook add-in and ensure seamless integration with your email.