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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
Mark Shingleton avatar
Written by Mark Shingleton
Updated over a week ago

In this article:

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.

Common Solutions for Outlook Add-in problems

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.

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 version of the add-in, sign out of the add-in and check the version that displays at the bottom of the screen. If it is not '2.1.0' then head on to this article to install the latest version

2. Refresh the Add-in

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

3. Uninstall and reinstall the add-in

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

  • To do that, go to 'get add-ins' in the ribbon

  • Select 'My Add-Ins', then click 'Remove' next to the 'LawVu for Outlook' add-in ellipses button.

  • Reopen Outlook and reinstall the Add-in.

  • Finally restart Outlook.

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

In order 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 in to your Office account.

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

  • Please scroll down near the bottom of this menu until you see the "LawVu for Outlook" add-in and move your mouse cursor over it as it will present several options. Please select any option as this will prompt you to log in to LawVu.

  • After you log in, you will be asked to allow LawVu - click allow

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

Now you can check to see if you have the problem in the Outlook for web version.

5. Corrupt cache data

Clearing your Internet Explorer cache only takes a moment and will likely fix most problems you experience with the Outlook add-in. Clearing your IE cache is important because even if you always use another browser such as Chrome, the Outlook add-in 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.


6. Is your account locked?

If you have attempted to log in 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.

7. 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

8. 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://* to the trusted list:

Note - if after restarting both Internet Explorer AND Outlook - you may need to actually restart your computer.

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

Outlook Supported Versions

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

The LawVu Add-in is not supported on the on-prem exchange server

The Outlook REST APIs and Exchange REST APIs have been deprecated by Microsoft, March 2023, which was the last method for the Graph API to communicate with on-premise exchange servers.

In order to use the Outlook v2 add-in you will need to use an Office 365 mailbox.

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

Please be aware that the LawVu for Outlook add-in is not supported for those using a Google or G-suite account.

Due to changes made by Microsoft in mid-2020, we no longer support Outlook shared mailboxes.

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