Outlook desktop Add-in doesn't work with shared mail boxes

torcengineering66646

Hello,

I have installed the add-in for Outlook desktop but the Smartsheet button in the ribbon only appears on on my User email mail box - when I switch to our shared mail box folder it disappears. This is a big problem as all our incoming orders are addressed to the shared mail box. 

It works fine across all mailboxes on the Outlook web app. 

 

Can you help please? 

Isaac Jose

Hello,

Thanks for your post! It sounds like you're unable to use the Outlook Add-In with your Shared Mailbox while logged into the Outlook Client app, but you are able to use it with the Outlook Web app. To troubleshoot this, I recommend the following:

• Verify your version of the Outlook Client app, and update to the most recent version if necessary (Outlook Updates: https://docs.microsoft.com/en-us/officeupdates/outlook-updates-msi)
• Uninstall and reinstall the Smartsheet for Outlook Add-In from the Microsoft Store to ensure you're on the most recent version (Smartsheet for Outlook Add-In https://store.office.com/en-us/app.aspx?ui=en-US&rs=en-US&ad=US&assetid=WA104379434&appredirect=false). You may need to restart your computer after reinstalling the add-in for the changes to take effect

Note that, if you're using Outlook through an on-premise Exchange 2013+ server, you may need to use the Outlook Web app in order to use the add-in with your shared mailbox due to differences in the API's between the Web app and Exchange Client app.

If you need further assistance with this, I recommend submitting a new ticket with the Support Contact Form at https://help.smartsheet.com/contact. In your ticket, include a link to this article, your current Outlook Client version number, your Operating System version number, and any details you have about whether you're on an on-premise Exchange 2013+ server, and the next support agent will be happy to assist.

 

Kind regards,

 

Isaac J

Smartsheet Technical Support