# Troubleshooting

> Fix common MailConnect problems in Outlook: sign-in prompts, features turned off, trial screens, errors and Retry, a pane that closes, and Clear Cache.

Source: https://getmailconnect.com/docs/using-mailconnect/troubleshooting/

## MailConnect asks me to sign in

MailConnect normally signs you in with your Outlook account without asking.
Sometimes Microsoft asks you to sign in again, in a small window: sign in with
your work account. In Outlook on the web, allow pop-ups for Outlook if the window
doesn't appear.

If Microsoft asks for permissions that only an admin can give, your organisation
hasn't approved MailConnect yet. Ask your IT department to finish the
[installation](https://getmailconnect.com/docs/getting-started/installation.md).

## A button is grey, or a feature is missing

Your organisation decides which features are on. If archiving is switched off, the
**Archive** button stays grey with **Archiving is turned off for your organisation**.
Other features, such as drag and drop, previews or creating folders, simply aren't
there when they're off. Ask your IT department if you need one.

A grey **Archive** button can also mean MailConnect is waiting for you: the hint
under it says what's missing, such as **Select an email in Outlook** or
**Choose a location to archive to**. Where you can't add files, MailConnect says
**You do not have permission to edit this location.**

## Trial and subscription screens

| Screen | What it means |
|--------|---------------|
| **No Subscription Found** | Your organisation doesn't have MailConnect yet. **Start free trial** starts a 21-day trial for everyone. |
| **Trial · 12 days remaining.** (a banner) | Your organisation is on a trial. **Get subscription** opens our contact page. |
| **Trial Ended** | The trial is over, and MailConnect is blocked until it's extended or turned into a subscription. Ask your IT department, or use **Contact us →**. |
| **Subscription Required** | Your organisation's subscription isn't active. Ask your IT department. |

See [Your trial](https://getmailconnect.com/docs/getting-started/trial.md).

## Something went wrong

| You see | What to do |
|---------|------------|
| **This tab couldn't load** or **This folder couldn't load** | Select **Retry**. You can still switch to another tab. |
| **Oops! Something went wrong.** | MailConnect couldn't start. Select **Retry**. |
| A file failed while archiving | MailConnect says why, for example *SharePoint is busy right now. Wait a moment and try again.* Select **Try again** on that file. |
| **This folder no longer exists** | It was moved or deleted, or you no longer have access. Select **Go back**. |

## The pane keeps closing

Pin MailConnect to keep it open as you move between emails: select the pin in the
top-right corner of its pane. Unpinned, Outlook may close or reload it when you
select another email.

If you start a reply while MailConnect is open on the email you're reading, it may
say **Switching to compose mode** and close. Open it again from the
**Launch MailConnect** bar above your message, or from the ribbon, to attach
files. **Stay in read mode** keeps it open.

## Something looks out of date

MailConnect reads your organisation's settings when it opens. To pick up a change
straight away, open **⋯** → **Open Settings** and select **Clear Cache** under
**Maintenance**. See [Your settings](https://getmailconnect.com/docs/using-mailconnect/your-settings.md#maintenance).

## A colleague's archive doesn't show

**Already archived** finds a colleague's archive once SharePoint has indexed it,
which takes from minutes to hours. Emails you archived yourself show straight
away.

## Drag and drop doesn't work

Drag and drop needs new Outlook for Windows or Outlook on the web, and a library
or folder open in MailConnect that you can add files to. Attachments can only be
dragged from the email that's selected. See
[Drag and drop](https://getmailconnect.com/docs/using-mailconnect/drag-and-drop.md).

## Still stuck?

Ask your IT department, or your MailConnect partner if you have one, or contact
[support@getmailconnect.com](mailto:support@getmailconnect.com). Tell us what you did, what you
expected, and what MailConnect showed.