SAP Knowledge Base Article - Public

2700395 - Server Side Integration Outlook Add- In Greyed out in Outlook

Symptom

Server Side Integration Outlook add-in is Grayed out in Outlook as below

2018-10-02_10-46-40.jpg

Environment

Outlook 2016, Outlook 2013, Outlook 2010.

Reproducing the Issue

Start the Outlook client you observe that server side add-in is grayed out with respective solutions.

Cause

Below are possible cases where Server Side add-in is grayed out.

Resolution

Case 1

Add-In button can be grayed out when there is no e-mail selection(empty folder for example).

Solution

This is expected behavior of Add in, kindly make sure that you have selected at least one e-mail to activate the Add-In.

Case 2

Make sure the add-in is installed by verifying its status in C4C.
Go to e-mail Integration.
In the Groupware Settings, select User.
Find the affected user and press the gear icon on the top right.
Press Check add-in status. Result should be as below.
Add-In status

Supported:Yes

installed:Yes

Last version:Yes

Add-In Status was checked for

User01

Solution

If above status are not observed, kindly reach system admin to correct these errors.

Case3

Sometimes changes to add-in commands, such as the icon for a ribbon button or the text of a menu item do not seem to take effect.

Solution

Clear the Office cache of the old versions. Delete the content of folder %LocalAppData%\Microsoft\Office\15.0\WEF (for Office 2016 it would be 16.0) and restart Outlook.


Case4

Logon to the OWA Exchange server or open the Office 365 account in a Web browser. Make sure the add-in is loading successfully. If add-in works in OWA, but doesn't load in Outlook - check the current Outlook version and make sure that the most recent updates are installed.

Solution

Refer to additional information on Microsoft page about versions http://social.technet.microsoft.com/wiki/contents/articles/31133.outlook-and-outlook-for-mac-update-file-versions.aspx#A


Case 5

In Outlook the "Reading Pane" on the "View" tab is not enabled.

Solution : Enable the Reading Pane for the Add-in to to be enabled.

Keywords

Server side integration, Outlook, grayed out, add-in, Invisible Solution , KBA , addin greyed out , server side addin greyed out , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , LOD-CRM-GW-OUT , Outlook , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions