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Troubleshooting

The add-in won't sign me in​

Symptom: the taskpane shows a "Sign in" button that loops without ever loading the list.

Most common causes:

  1. Outlook is blocking the popup. OWA does this on stricter browser settings. The add-in falls back to the Office Dialog API automatically — if that also fails, you'll see "The domain of the URL is not included in the AppDomains element in the manifest." Re-deploy the latest manifest version — older versions are missing login.microsoftonline.com in the AppDomains list.
  2. The tenant admin hasn't granted consent. The portal's Deployment → Permissions page should be green. If it's red, the admin needs to re-grant consent.
  3. You're using a personal Microsoft account. This add-in only supports work / school accounts (M365 quarantine doesn't exist for consumer mail).

"Release failed (403)" when I click Request release​

Your tenant is on the Viewer edition. End users can see quarantined messages but can't release them. After version 2.2.6 the button is disabled and labelled Upgrade to Request release; older versions still show the active button and surface the 403. Either path leads to the same outcome — the admin needs to upgrade the plan.

"Could not load your messages" with a long timeout​

The Exchange Online quarantine takes a few seconds per call. The add-in waits up to 45 seconds before showing a timeout. If you see the timeout regularly:

  • Restart Outlook (releases any stuck connections).
  • Check that the tenant admin has activated the Setup App step (portal's Deployment page). Without it, our service can't authenticate with Exchange Online.
  • If you're a tenant admin, the portal's Observability page surfaces the EXO worker's last few errors.

The add-in shows an old version​

Outlook caches the manifest aggressively. After a new version is published:

  • Sideloaded: in Get Add-ins → My Add-ins, remove the add-in, then re-add it from the same manifest URL.
  • Centrally deployed: wait up to 12 hours for Office to propagate the new manifest. The portal's Observed Versions card lists who's still on the old one.

A quick test: open the diagnostics panel (double-click the version chip at the bottom) and check the version number shown. If it doesn't match what the portal shows under Deployment, the manifest cache is the problem.

I'm offline​

The add-in shows a "You're offline" card automatically. The moment your laptop reconnects, the add-in reloads itself — no need to click anything.

Still stuck​

The diagnostics panel (double-click the version chip) contains a debug trail that's safe to copy and email to your tenant admin or to support@latasys.app. It includes the version, the recent API call statuses, and any errors — but no message bodies or personal data.