ShareSimple: Troubleshooting guide

1. Introduction

This document discussed the findings and resolution for different issues that customers faced during using or installing ShareSimple Outlook Add-in.

1.1. Intended Audience

The intended audience of the documents is Product Owner, Project Managers, Developers, Sales Rep and Support Engineers from both Safe Online Aps, Denmark, and iXora Solution Ltd, Bangladesh.

1.2. Definitions, Acronyms, and Terminology

Serial	Acronyms	Definition
1	API	Application Programming Interface
2	SS	ShareSimple
3	ADFS	Active Directory Federation Service
4	OWA	Outlook Web App

Table 1: Definition, Acronyms, and Terminology

2. General Issues and Resolution or Workaround

2.1. ShareSimple is disabled on the Desktop Client because of another Plugin

In Desktop Client of outlook ShareSimple is shown as grayed out if the client has another plugins / COM Add-In installed in outlook. Not all plugins are doing the same, however, there are few plugins that are disabling the web add-in. Disabling those COM add-ins enables ShareSimple and works okay.

Here are the examples of a few Plug-in/COM Add-In:

Advosys
Swyx Plugin
Avast antivirus

It is not always for all Outlook clients.

2.1.1. Resolution

There is no straightforward solution since this is not an issue for ShareSimple itself rather an issue for the Outlook client, operating system, and particularly the COM-Addin. It is an open issue for Microsoft and lots of other companies are also facing similar problems. By trial and error method few steps are given below that may resolve the issue.

Update Outlook to the latest version. In most cases, this may solve the problem.
Sequence of install- Uninstall the COM Add-In and then install ShareSimple after that, install the COM add-In.
A Windows update may help solve the issue.

However, it is still an open issue and different community is presenting that to Microsoft to come up with a resolution.

Some references are given below:

2.1.2. Workaround

There are some workarounds for this issue that may apply:

Disable the COM Add-in which is creating problem unless it is extremely important
Use the Web version of outlook to use ShareSimple

2.2. I cannot sign in to ShareSimple from on-prem Exchange

There are a lot of companies that haven't moved to the new model of Office 365. There is an exchange on-prem service that is being used for email correspondence together with ADFS. There are a couple of issues to install ShareSimple on an on-Prem exchange environment.

2.2.1. ShareSimple is installed but I cannot log in

The user can install ShareSimple but cannot log in to the application from their desktop client. The user is getting the following error message:

Figure 1: Error message showing onPrem exchange after login from SSO

2.2.2. Resolution

To solve the issue, you can check the following link to see if it is configured according to the link below:

https://support.microsoft.com/sq-al/help/3052203/how-to-troubleshoot-sign-in-issues-with-office-modern-authentication-w

Users are getting different error messages from the application related to sign-in.

2.2.3. Resolution

If the user gets a different error related to the sign-in process then please check if their active directory is sync with Azure Active Directory or not. You can get the detail for hybrid identity in the link below how-to setup: https://docs.microsoft.com/en-us/azure/active-directory/hybrid/whatis-hybrid-identity
Check if user can login to Outlook Web version (owa) like https://outlook.office365.com

2.3. Microsoft Store Icon is not available for my Outlook to install ShareSimple

Users are not getting the Microsoft Office Icon to install ShareSimple or any other outlook add-In.

2.3.1. Reason:

The email account that the user is using is not an Office 365 account or any Exchange Account
Outlook is not licensed with a proper email licensed
Outlook is older than Office 2013
For on-prem exchange from the admin center, the option is not allowed to install any marketplace add-in

2.3.2. Resolution

If the user does not have any Office 365 or Exchange account, then ask them to purchase one
Update the Outlook client to the latest version of outlook
Verify if the user can access the store icon from the web version of outlook (owa)

If it is an on-prem exchange, then check the permission from the Admin center. Follow the steps given below:

Step 1: Go to the permission section in Exchange Admin center and select the Organization Management. Edit the permission.Figure 2: Exchange Admin Center Permission management

Step 2: Press the “+” button in the Organization Management permission

Figure 3: Adding permission

Step 3: Select the “Org Marketplace Apps” for the list of permission and press “OK”

2.4. I cannot install ShareSimple from the admin center – on Prem Exchange

You are an admin user trying to install the add-in for the total organization from the admin center as a tenant admin. The installation was successful. However, the end-user cannot see the ShareSimple icon in their outlook as well as owa version.

Before investigating further please make sure the tenant is ready for centralized deployment or not- Please follow the step described in the document to check if the tenant is ready for centralized deployment It needs an admin user to check the tenant is ready or not.

https://docs.microsoft.com/en-us/office365/admin/manage/centralized-deployment-of-add-ins?view=o365-worldwide

2.5. How to install an Add-In from Admin Center

i) Log in at https://www.office.com/ and go to the Microsoft 365 admin center by clicking Admin:

ii) Click Show all on the left navigation panel:

iii) Under Settings, click Integrated apps:

iii) Click Add-ins:

iv) Click deploy Add-ins:

v) Click next:

vi) Choose Deploy from the Store:

vii) Use the search box to find ShareSimple in the Add-in store and click Add:

viii) On the Configure add-in page, decide who will get ShareSimple. You can select Everyone, Specific users/groups. Use the Search box to find specific user accounts or groups. Then, click the Deploy button:

Assign users options:

Everyone: This option assigns the add-in to every user in the tenant. Use this option sparingly and only for add-ins that are truly universal to your organization. Make sure the number of users you add/remove matches your ShareSimple subscription.

Specific users: You can deploy ShareSimple for specific users. Make sure the number of users you add/remove matches your ShareSimple subscription.

Groups: If you assign an add-in to a group, all users added to that group will automatically be assigned the add-in. When a user is removed from a group, the user automatically loses access.

Just me: If you assign an add-in to just yourself, this assigns the add-in to only your account. This is ideal if you wish to test out the add-in first.

Pick the option that is right for your organization.

Microsoft recommends assigning Add-ins to groups. As an admin, you may find it easier to manage add-ins using groups and add or remove users from groups rather than having to change the users assigned.

In some situations, you may want to restrict access to a very small set of users by choosing specific users. As a result, you will need to manage the assigned users manually.

ix) The add-in has been deployed. You can follow the on-page instructions to test that the add-in has deployed successfully.

Note: Users may need to relaunch Office to see the add-in icon appear on the ribbon of the app. Outlook add-ins can take up to 12 hours to appear on users' ribbons.

x) You will get an email you can use to announce the add-in to your users, if you like. Click Close to finish.

2.6. How to delete an Add-In from admin center as Tenant Admin

To delete an Add-in centrally as Tenant Admin:

i) Log in at https://www.office.com/ and go to the Microsoft 365 admin center by clicking Admin:

ii) Click Show all on the left navigation panel:

iii) Under Settings, click Integrated apps:

iv) Click Add-ins:

v) Select ShareSimple from the services and add-ins list to edit it:

vi) Click Remove add-in and confirm by clicking Remove again.

3. I am using a package of Office 365. However, I am not able to install the ShareSimple

Installing ShareSimple requires a valid license. For a customer, it can be for different reasons and the Microsoft Product Package has so many variations it is difficult to say which license is valid for running an Outlook Add-In. To identify if an email can install the ShareSimple or not you can ask the following questions to your client:

What Office 365 license the client is using.
What is the version of Outlook? (A lower version of Outlook 2013 with updates does not support Add-in and for Mac minimum Outlook 2016)
One.com is providing Office 365 Plus which is comparable to Office 365 Business. I think the license does not include installing Add-in. Please make sure if your client has a proper license by asking support of One.com.
Check with the Client if they get the Store Icon on their toolbar.
If the store icon is present, then if it is possible to install any other Add-in.
If they can log in using https://outlook.office365.com, they can try to install the add-in there.

Supported Licenses for outlook add-in:

Office 365 ProPlus
Office 365 E1 License
Office 365 E3 License
Office 365 E5 License
Exchange Online

Check the Graph API explorer to make sure the email is applicable to use ShareSimple or not: https://developer.microsoft.com/en-us/graph/graph-explorer.

4. I am unable to use the service, though the login is successful – I have Unilogin or SSO with my organizational id and Office 365

If any customer has a “Unilogin” setup for their Office365 tenant, then it is required to identify which is the actual “mailbox” address of the user-defined for the tenant. We can use the link below to identify the information that is provided by Microsoft Graph API: https://developer.microsoft.com/en-us/graph/graph-explorer.

The user needs to sign it with his/her user credential and get the response back from the API. By looking at that we can determine which is the mailbox address for that particular user.

5. If the user has two emails together and associated which email to use in the ShareSimple from Admin

For Unilogin or similar setup, users may have two emails – one is for their organization email which is used for sending and receiving mails and the other one is the actual Office 365 email which is used internally to authenticate with Office365.

In this scenario if you want to add any user from the admin site then use the email which is used in his Outlook – you can see that left side of the outlook desktop or outlook on the web.

6. How to add a domain/email to your safe sender list in Outlook

6.1. From an incoming email

i) Select the email

ii) Right-click to get the options “Junks”

iii) Select “Never Block Sender’s Domain”.

6.2. From the global section in Tab

i) From the “Home” tab go to the junk email option.

ii) Select the “Junk E-mail Options…” and a new window will pop up.

iii) Select the “Safe Senders” tab.

iv) Add the domain and/or email addresses to the safe sender list.