In this article:
- Version support
- Common solutions
- Shared mailboxes
- Problems logging in
- Reporting a problem
Outlook is historically 'desktop software' - i.e. software that is installed onto your computer. Whereas LawVu is 'cloud based software' - i.e. not installed onto your computer. The Outlook Add-in acts as a type of bridge between these two worlds to allow you to get information from Outlook on your computer into LawVu in the cloud.
Because the Add-in is installed onto your computer it will be subject to the same network and security restrictions that you have in place.
The LawVu add-on for Outlook is available for:
- Outlook 2016 or later on Windows,
- Outlook 2016 or later on Mac,
- Outlook build version 1908 is recommended as a minimum
- Exchange 2013 on-premises and later versions,
- Outlook on iOS,
- Outlook on Android,
- Outlook on the web in Office 365 and Outlook.com.
There are a lot of versions of Outlook - and a lot of versions of Windows - and an almost infinite number of ways that your corporate network and security settings can be configured - this can make troubleshooting problems quite difficult.
Please be aware that the LawVu Outlook plug-in is not currently supported for those using a Google or G-suite account.
We've listed some of the most common solutions to errors below:
1. Corrupt cache data
Clearing your Internet Explorer cache only takes a moment and will likely fix most problems you experience with the Outlook plugin. Clearing your IE cache is important because even if you always use another browser such as Chrome, the Outlook plugin still uses IE in the background for the integration.
Alternatively, to clear your cache in Microsoft Edge, click the three-dot button in the top right and go to Settings > Privacy and Services > Clear Browsing Data > Choose what to clear.
Just clear everything and reload your browser.
2. Are you running the latest version of the Add-in?
The good old 'turn it off and on again' solution often holds true for Outlook.
- Uninstall the Add-in - then close Outlook.
- Then reopen Outlook and reinstall the Add-in.
- Finally ... close Outlook and reopen Outlook.
This helps make sure that no errors have been encountered and that you are using the most recent version of the Add-in. For installation instructions - see the bottom of this article.
Due to changes made by Microsoft mid-2020 we can no longer support shared mailboxes.
Problems Logging In
1. Is your account locked?
If you have attempted to login a number of times then your LawVu account could be locked - our advice in this case is to try a password reset - this will unlock your account and allow you to try again. Note - this only applies to non 'SSO' accounts.
To see how to reset your password please see this article.
2. Network / firewall restrictions
Because the Outlook Add-in is running from INSIDE your corporate network - it is subject to any firewalls or restrictions that are put in place by your corporate network security team.
If the Outlook Add-in is having problems connecting to LawVu then checking with your internal IT team is the best place to start.
The Outlook Add-in needs to connect to the following url and, though this URL might be available from your web browser, it may not be available from Outlook
3. Is Internet Explorer installed in Windows?
Outlook and Internet Explorer are closely linked. Outlook uses Internet Explorer settings to 'assist' with things like security etc.
Please note that if you have uninstalled Internet Explorer the Add-in will not work.
In case you have uninstalled Internet Explorer 11 from your Windows computer (Windows 7, Windows 8, Windows 10), the add-in will not work in Outlook.
Outlook uses Internet Explorer 11 to display the UI, so it's a hard requirement for any kind of add-in to work.
How to re-install Internet Explorer 11 in Windows 10
1 - Open the 'Control Panel'
2 - Choose 'Programs'
3 - Choose 'Turn Windows features on or off'
4 - Check the 'Internet Explorer 11' box in the pop-up box.
4. Internet Explorer security settings
The security settings in Internet Explorer can have a direct impact on the Outlook Add-in
To change the security settings in Internet Explorer click into 'Tools' > 'Internet Options' > 'Security'.
Depending on your version of IE you may find this under the 'Cog' icon.
1 - Try setting the security level settings down to 'Medium high' or 'Medium'.
2 - Ensure that 'Enable Protected Mode' is selected - Add-ins can only work with "Protected Mode" enabled in Internet Explorer.
Important - make sure that you restart Internet Explorer AND Outlook after changing the Internet Explorer security settings.
Further, you can reset zone security settings:
Then, add https://*.lawvu.com to the trusted list:
Note - if after restarting both Internet Explorer AND Outlook - you may need to actually restart your computer.
Reporting a problem
Before you report a problem can you please check ALL of the above options.
If the issue still persists then please get in touch and let us know the follow
1 - What version of Outlook are you using?
Here is how to find out.
2 - What version of Windows are you using?
Here is how to find out.
3 - Do you have Internet Explorer installed?
4 - Have you confirmed the Internet Explorer security settings above?