SAP Knowledge Base Article - Public

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


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



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.


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


Case 1

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


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

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

Add-In status



Last version:Yes

Add-In Status was checked for



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


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.


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.


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.


Refer to additional information on Microsoft page about versions


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


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