Hi All,
Here are some basic troubleshooting tips if you encounter some issues with setting up Connect. Note that this is not designed to be an exhaustive list, but rather an initial check-list to go through if Connect doesn't start.
- On Windows, OS and Outlook versions need to be the following: Windows 10 ver. >= 1903 / Office 365 ver >= 16.0.11629. You can find them as follows by following the instructions here: https://docs.microsoft.com/en-us/office/dev/add-ins/concepts/browsers-used-by-office-web-add-ins and specifically https://support.microsoft.com/en-us/office/about-office-what-version-of-office-am-i-using-932788b8-a3ce-44bf-bb09-e334518b8b19?ui=en-us&rs=en-us&ad=us.
- As of right now, Connect doesn't work in Incognito browsers.
- If you configure Connect initially with GMail or with Outlook, it will only work with GMail or Outlook going forward. An example where Connect won't work: start the initial sign-up and configuration in GMail, and then later also configure it in Outlook with the same user credentials.
If the Connect failure happens shortly after an upgrade of the Connect version, you can check if an Outlook cache clear resolves the issue. Instructions on how to clear the Outlook cache:
1) Exit Outlook
2) Clear the Outlook cache - https://support.sugarcrm.com/Documentation/Plug-ins/Sugar_Connect/Sugar_Connect_User_Guide_for_Office_365/#Clearing_the_Outlook_Cache
3) Delete the files manually from this file path in Windows Explorer: %localappdata%\Microsoft\Outlook\RoamCache
4) Run a Repair on the Outlook installation: https://support.microsoft.com/en-us/office/repair-an-office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b