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Troubleshooting the Outlook Add-in
Troubleshooting the Outlook Add-in

Use this article as a starting point to try to resolve common Outlook Add-in issues

Chinmayee avatar
Written by Chinmayee
Updated over a week ago

Outlook is historically 'desktop software' - i.e., software installed onto your computer. Whereas LawVu is 'cloud-based software' - i.e. not installed onto your computer.

The Outlook Add-in acts as a 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 you have.

In this article:

Common Solutions for Outlook Add-in problems

There are a lot of versions of Outlook - and many 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 tricky.

We've listed some of the most common solutions to errors below that you can try:

1. Are you running the latest version of the Add-in?

To check if you are using the latest add-in version, click on the context (ellipsis) menu and check the version displayed at the bottom of the screen. This version can be copied to Notepad and provided to the Support team for confirmation.

2. Refresh the Add-in

Most issues are cleared by performing an add-in refresh. To do that, click on the context menu and select Refresh.

3. Issues accessing emails

If you are having issues accessing mail after logging in, this could be related to selecting an incorrect ‘Microsoft Account’ account when signing in. You can view which account you are logged into by going to the context menu and clicking the Microsoft tab. You can also check your LawVu account.

4. Uninstall and reinstall the add-in

The good old 'turn it off and on again' solution often holds for Outlook.

  • To uninstall the desktop version (screenshot 1), click the All Apps button in the ribbon and then click Get Add-ins.

  • To uninstall the web version (screenshot 2), you'll need to open an email, then click the Apps button, followed by Get add-ins.

  • Then, you'll go to 'My Add-Ins,' then click the ellipses button and select Remove.

  • Close and re-open Outlook, then reinstall the Add-in.

  • Lastly, restart Outlook once again.

5. Check if the add-in is working on the Outlook for Web version

To determine whether we're dealing with an error with the LawVu plugin or one localized to your system, it might be worth trying to see if your scenario works in Outlook online. To do that:

  • Open in a new browser tab. This should automatically sign you into your Office account.

  • Next, open any email and click the Ellipsis button (3 dots on the top right).

  • Scroll down to the bottom of the menu and locate the "LawVu for Outlook" add-in. Hover your mouse over it to reveal multiple options. Choose any option, and it will prompt you to log in to LawVu.

  • After you log in, the below pop-up message will appear - click Allow.

  • The following window prompt should ask for LawVu Authorization. Please also click allow on this prompt.

Now, you can check if you have the same problem in Outlook for the web version.

6. Corrupt cache data

Clearing all user properties and data, the add-in uses will likely fix most problems you experience with the Outlook add-in.

This can be performed via the ellipsis menu by selecting the 'Clear User Properties' option.

This will remove all user properties stored by the add-in (which will sign the user out) and perform a refresh.

7. Is your account locked?

If you have attempted to log in several 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.

8. Network/firewall restrictions

Because the Outlook Add-in is running from INSIDE your corporate network - it is subject to any firewalls or restrictions put in place by your corporate network security team.

If the Outlook Add-in has 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

9. Disable corporate VPN

If you are experiencing difficulties loading or using the add-in, troubleshoot by temporarily disabling the corporate VPN your device is on to determine whether the issue is related to the VPN configuration.

1 - Temporarily turn off the corporate VPN on your computer. This step will allow you to test the add-in without the VPN's influence.

2 - Test the add-in: Launch Outlook and check if the add-in loads and functions properly without the VPN enabled.

3 - Contact your IT department: If the add-in functions well without the VPN, contact your IT department or network administrator. Explain the issue you encountered and the steps you've taken so far. Provide them with details about the add-in and the specific problem you faced, and mention that you suspect caching issues on the VPN provider side.

If you are still experiencing problems with your add-in after trying these steps, please contact the friendly support staff available around the click through the chat window on the bottom-right of your LawVu screen.

10. Admin Approval needed

The first time you sign in to our Outlook add-in, you may need to consent to the following permissions. This should only be required once and is needed to allow our integration to save and track email conversations to LawVu.

Please refer to this article for more information on each permission and why it is needed.

If you receive the below message during installation, your Office365 administrator has blocked the installation, and your administrator must approve the installation.

This is a restriction imposed by your organization and not by the LawVu software.

The link to be used during the approval process is below. Once your Office365 administrator has approved the installation, you should be able to proceed.

Outlook Supported Versions

The LawVu add-in for Outlook is available for Outlook on the web in Office 365 and

To use the Outlook add-in, you will need to use an Office 365 mailbox.

If your Office's build version is lower than the one in the table below, our add-ins might fail to work. Please contact your IT to check and ensure you have an updated version of Office.

What version of Outlook are you using?
Here is how to find out.




Release date

Semi-Annual Enterprise Channel



July 13, 2021

The LawVu Add-in for Outlook is not supported with an on-prem exchange server.

Microsoft deprecated the Outlook REST APIs and Exchange REST APIs in March 2023, the last method for the Graph API to communicate with on-premise exchange servers.

The LawVu Add-in for Outlook is not supported with a Google or G-suite account.

All functionalities within the Outlook add-in are supported on shared mailboxes, except for the email tracking feature.

Outlook web cache locations:

It might be required to delete your web cache when troubleshooting Outlook connectivity to web add-ins.

Please find your Windows version and combine it with your Office version from the table below to identify your browser cache location. This location is set by Microsoft and not by LawVu.

Operating System

Office version

New Edge WebView2 (Chromium-based) installed?

Browser cache used from


Office on the web

Not applicable

The browser in which Office is opened.



Not applicable


Windows 7, 8.1, 10

non-subscription Office 2013 or later

Doesn't matter

Internet Explorer 11

Windows 7

Microsoft 365

Doesn't matter

Internet Explorer 11

Windows 8.1, Windows 10 ver. < 1903

Microsoft 365


Internet Explorer 11

Windows 10 ver. >= 1903

Microsoft 365 ver. < 16.0.116291

Doesn't matter

Internet Explorer 11

Windows 10 ver. >= 1903

Microsoft 365 ver. >= 16.0.11629 AND < 16.0.13530.204241

Doesn't matter

Microsoft Edge2, 3 with original WebView (EdgeHTML)

Windows 10 ver. >= 1903

Microsoft 365 ver. >= 16.0.13530.204241


Microsoft Edge2, 3 with original WebView (EdgeHTML)

Windows 8.1

Windows 10

Microsoft 365 ver. >= 16.0.13530.204241


Microsoft Edge2 with WebView2 (Chromium-based)

What version of Outlook are you using?
Here is how to find out.

What version of Windows are you using?
Here is how to find out.

Reporting a problem

Before submitting a problem report, kindly review ALL the settings mentioned above. If the problem continues, please reach out to our support team for further assistance.

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