Troubleshooting the Office 365 Add-in#

This page covers the Office 365 Add-in, deployed through Microsoft 365. Not sure which one you have? See Which add-in do I have?.

This add-in does not write to the Windows event log. If the problem involves Event Viewer, you are looking at the classic Outlook Add-in.

Start with these#

1. Close Outlook completely and start it again.
2. Check that the add-in is switched on, under File > Options > Add-ins.
3. Sign in to the FileCap portal in a browser with the same account, to confirm the account itself works.

Switching on logging#

Logging is off by default. To switch it on:

1. Open a new mail.
2. Open FileCap.
3. Click the cog wheel.
4. Click the version number ten times, quickly.

Allow pop-ups once when the browser asks. If nothing appears, the clicks were usually not fast enough. Try again.

Then reproduce the problem, so the log has something to show.

Reporting it to us#

If the steps above do not resolve it, send the details below to support@filecap.com. Click the block to copy it.

FileCap Office 365 Add-in

Add-in version:
Outlook version and build:      (File > Office Account > About Outlook)
Browser and version:            (only if you use Outlook on the web)

What goes wrong, and when:      (opening the add-in / signing in /
                                 adding an attachment / sending)
Every time, or now and then:
One user, or several:

Attached: the add-in log, recorded after switching logging on