Sugar Connect disappears from Outlook

Hi Hugo,

Are you using the new UI in Outlook desktop? Add-ins appear in an Apps menu item in the action bar of a message in that UI. You can see that outlined in the following article from Microsoft.

https://support.microsoft.com/en-us/office/use-add-ins-in-outlook-1ee261f9-49bf-4ba6-b3e2-2ba7bcab64c8#PickTab=New_Outlook

Thanks,

Andrew

Hi there,

Working with outlook version 2308, one colleague could install the SugarConnect add-in without any trouble. For me, both Sugar Support and Atos support were already spending weeks in getting it up and running, so far without success. The add-in works in in Outlook on the web, but refuses to appear in the desktop counterpart. But they keep on searching ... ;-)

Hi Susan - sorry for the delay in replying.  The issue we experienced was related to a bug on the Microsoft side - though Microsoft has confirmed to us it should be resolved.  Are you still seeing this issue?  One thing to try might be clearing the cache in the web browser and then seeing if the add-in appears.  If you continue to experience issues please reach out to Sugar support so that we can troubleshoot the issue and get more information.  Thank you!  

HI Andrew,

  Two of our users are still having issues with this.  The connect sidebar was available in Outlook for them yesterday, but today it isn't.  It's showing up online under their add-ins, but not in the web or desktop version of Outlook.  Also, when we try to add the Sugar Connect as an app in Outlook, we get an error message pop-up saying that there was an error, but nothing that tells us what the error was.  Do you have any ideas on how to resolve this or what we can do to resolve the issue?

    Thanks! 

Sugar is pleased to announce that Sugar Connect is fully visible and operational in Outlook (both desktop and web). Thank you for your patience, and we apologize for any inconvenience this may have caused.