HubSpot Knowledge Base

Troubleshoot the HubSpot Sales Outlook desktop add-in

Written by HubSpot Support | Jan 15, 2019 5:00:00 AM

The information below covers issues with the Outlook desktop add-in pertaining to installing, updating, tracking and notifications, and obtaining debug logs.

Please note: if you're using the Office 365 add-in, check out this article instead.

Troubleshoot installation for the Outlook desktop add-in

If you've encountered an issue when installing or operating the Outlook desktop add-in, locate the error message below for additional troubleshooting steps: 

If you're not seeing the add-in in Outlook, learn more about how to enable HubSpot Sales in Outlook in your inbox.

 

Update the add-in 

Ensure that you have the most recent version of the add-in.
  • In your Outlook inbox, click HubSpot Sales in the ribbon, then select Settings.
  • In the dialog box, check your Plugin Version.

  • If the version number is 2.0.3 or above, your version of the HubSpot Sales Outlook add-in supports automatic updates. To update the add-in, close and re-open Outlook.
  • If the version number is 1.4.1.184 or below, your version of the HubSpot Sales Outlook add-in does not support automatic updates. To update the add-in, uninstall the add-in and install the updated version.

 

Update Outlook

Ensure that your Outlook is updated and is the Click-to-run version. The Click-to-run version of Outlook is compatible with the add-in, while the Outlook installed from the Microsoft Store is not. Learn how to check the version of Outlook you are using and update your Outlook.


Tracking & notifications issues

Emails are not tracking

After sending a test email to hello@getsidekick.com, you may receive a response that your email was not tracked:

  • Ensure that HubSpot Sales for Windows is installed. 
  • Once the tray app is installed, if the app is not enabled, the HubSpot icon will be grayed out:
    • In the tray menu in the bottom right corner of your device, right-click the HubSpot sprocket icon sprocket. 
    • Select Enable Notifications. 

  • Before sending your email, ensure that the Track email box is selected.
    • If the box was not selected, the tracking pixel used to track email opens will not be inserted in the email.
    • To check if the tracking pixel was inserted in a sent email, access the source content of the email and look for code similar to the following:
<img src=3D"http://t.sidekickopen69.com/e1t/o/5/f18dQhb0S7ks8dDMPbW2n0x6l2B=9gXrN7sKj6v5 dlMTVfn3cs3M2y_-W2B89RP1pctGFW8mdf1T1k1H6H0?si=3D56803726671216=64&amp;pi=3D01cd79e8 c6c3-455d-d1aa-5175f2b770de&amp;ti=3Dundefined" style=3D"display:none!important" height=3D"1" width=3D"1">
  • Emails sent in Plain Text mode cannot be tracked. If you see that emails are sent in plain text, switch to HTML mode:
    • Compose a new email in Outlook.
    • Under the Message Options tab in the Format group, click HTML or Rich Text.
  • Try uninstalling, then re-installing the add-in.

After taking these steps, send another test tracked email to hello@getsidekick.com to receive a notification. 

Notifications are not appearing

  • Real-time notifications are sent through the HubSpot Sales Chrome extension or the HubSpot Sales for Windows tray app. If you are sending tracked emails using the Outlook desktop add-in and are not receiving real-time HubSpot Sales notifications, make sure your Chrome browser is running in the background or that you have the HubSpot Sales for Windows tray app enabled.
  • If you have the Windows tray app installed as well as the Chrome extension, the tray app will not display notifications. HubSpot Sales will rely on the Chrome extension to do this instead.

Please note: real-time notifications are not available if you are using the HubSpot Sales Office 365 add-in. Instead, you'll only see activity in your HubSpot activity feed under Contacts > Activity Feed.

 

Login or loading issues

When you are unable to log into the add-in, or the add-in does not load correctly, it may relate to your Internet Explorer settings.

  • Open Internet Explorer.
  • Click the gear icon at the top right of the browser window, then select Internet Options.
  • In the Internet Options dialog box: 
    1. Click the Security tab.
    2. Select the Trusted Sites icon.
    3. Click Sites. 

  • Add each of the following site URLs to the Add this website to the zone field, one at a time. Click Add after entering each one:
    • https://dl.getsidekick.com
    • https://app.getsidekick.com
    • https://app.hubspot.com
  • Once you've added all three URLs, click Close.

  • In the Security level for this zone section, set the security setting to Low.

  • Next, click the Privacy tab.
  • Click Advanced.

  • Select the Accept radio button for both First-party and Third-party cookies (if the options are grayed out, select the Override automatic cookie handling checkbox).
  • Select the Always allow session cookies checkbox.
  • Click OK.

  • Click Apply.
  • Open Outlook to see if the issue is resolved.

If this does not resolve the issue, check out this article to reset Internet Explorer settings. This will return your Internet Explorer setting back to the default state and may help resolve the login or loading issues you experienced.

Debug logs

When you're working with HubSpot Support to troubleshoot the desktop add-in, you may be asked to provide debug logs. When you have the extension installed in Outlook, it will store information in report logs on your computer. These logs are saved each day the extension is used, and your file names refer to the usage date. If your extension isn't functioning as expected, these logs help the support team take a deeper look into what's happening with the add-in on your computer. 

There are two ways to gather debug logs: from your PC's Start menu and from your Outlook account.  

Access my debug logs from your PC's Start menu

  • Copy and paste %appdata%\Sidekick\Logs into your Start menu in Windows, then press Enter.
  • A window will open with your debug logs. Add these logs as attachments to your support ticket.

Access debug logs from your Outlook account

  • In Outlook, click HubSpot Sales in the inbox ribbon and select Settings. 

  • In the dialog box, navigate to Help > Send Logs.

  • This will open an email composition window with a HubSpot Outlook distro email in the To field. Replace this with the email address of the Support specialist you're working with and click Send.
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