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#
- Close Outlook completely and start it again. In Outlook on the web, reload the browser tab.
- Check that the add-in is installed and switched on:
- Outlook on the web and new Outlook: Apps > Add apps > My add-ins.
- Classic Outlook: Home > Get Add-ins > My add-ins.
- Check that the FileCap portal URL opens in a browser on the same machine. The add-in talks to that address; if it does not open, the add-in cannot reach FileCap either.
Switching on logging#
Logging is set to Error by default. To collect a useful log:
- Open a new mail.
- Open FileCap.
- Click the cog wheel.
- Click the version number (V: x.y.z) at least 6 times within one second.
The FileCap Logger window opens. It is a pop-up: allow pop-ups for Outlook when the browser asks. If nothing appears, the clicks were usually not fast enough. Try again.
In the FileCap Logger window:
- Set the level to Debug.
- Keep the FileCap pane open and reproduce the problem.
- Click Export Log. This saves a file named
FileCapLogExport <date>. - Attach that file to your message to us.
The other buttons:
| Button | What it does |
|---|---|
| Clear Log | Empties the log, so you can start a clean recording. |
| Reset & Close | Empties the log, sets the level back to Error and closes the window. Use it when you are done. |
| Clear Registration | Removes the email registration of this Outlook. Close and reopen FileCap to register again. |
| Clear Transfer Cache | Removes the FileCap state the add-in keeps for mails in progress, which frees add-in storage. |
| Clear All Roaming Settings | Removes everything the add-in stores in the mailbox: registration, transfer cache, saved mobile number, server and language settings, and the log level. Use only when support asks. |
The window also shows how much of the 32 KB add-in storage is in use, and a switch that turns FileCap on or off for this mailbox (FileCap enabled / FileCap disabled). If the FileCap pane only shows Re-Enable FileCap, this switch was turned off; click the button to turn it on again.
If a red Connection with parent lost bar appears in the log, the FileCap pane was closed. Open it again and repeat the steps.
Common problems#
| Symptom | Likely cause | Fix |
|---|---|---|
| The FileCap button does not appear. | Microsoft has not finished rolling out the add-in. This can take up to 72 hours. | Wait, then restart Outlook or reload the browser tab. |
| The user is not in the group the add-in was assigned to. | In the Microsoft 365 admin center, add the user or group to the FileCap add-in. | |
| The client does not support the manifest for modern Outlook clients (requires Mailbox requirement set 1.14). | Update Outlook, or use the manifest for older Outlook clients. See Download the manifest file. | |
| FileCap shows Registration required, but the mail with the code does not arrive. | The mail is delayed, or ended up in Junk or quarantine. | Check Junk and quarantine. Use the link If the unique code doesn’t work click here to receive a new code. under Paste the unique code here. If that does not help, use Clear Registration in the logger, then close and reopen FileCap. |
| It is prohibited to send messages with FileCap from this email address. | The address is not allowed to register. | Contact the FileCap administrator of your organization. |
| Unable to establish secure connection | The add-in cannot reach the FileCap servers. | Check the internet connection and that the FileCap portal URL opens on this machine. Check proxy and firewall rules. |
| FileCap ran into an error. Because business rules are enabled and FileCap is unable to check your message, your message has been blocked. | Business rules are on and FileCap could not check the mail. Sending is blocked on purpose. | Open FileCap and send again. If it keeps happening, record a log and send it to us. |
| Outlook offers Send Anyway with the text Clicking Send Anyway will result in your message being sent without FileCap. | FileCap could not process the mail when you clicked Send. | Click Send Anyway only if the mail contains nothing sensitive. Otherwise go back, open FileCap and send again. |
| Not enough cache space | Too many files were added to one mail. The add-in can only keep a limited number. | Add fewer files, or put them in a zip file and add that. If it also happens on a new mail with few files, use Clear Transfer Cache in the logger. |
| The FileCap licence is invalid or has expired. | The FileCap licence of your organization is no longer valid. | Contact the FileCap administrator of your organization. |
| Two FileCap buttons in Outlook. | Both manifests are installed. | Remove one of the two FileCap add-ins. Only install one manifest. |
| FileCap stopped working after the API key was changed. | The add-in still uses the old API key, which is part of the manifest. | Download the manifest again, remove the old FileCap add-in and deploy the new manifest. See Updating the manifest. |
| The logger or a FileCap dialog does not open. | The browser blocks pop-ups. | Allow pop-ups for Outlook on the web. |
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: (FileCap > cog wheel > V: ...)
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 / registering /
adding an attachment / sending)
Exact error message:
Every time, or now and then:
One user, or several:
Attached: the exported log (level Debug), recorded while reproducing