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.
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.
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.
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.
Still stuck?
Ask your IT department, or your MailConnect partner if you have one, or contact [email protected]. Tell us what you did, what you expected, and what MailConnect showed.