Outbound Add-in Email Compliance Filter Troubleshooting

Problem Statement

Resolution

1. Close Outlook application.

2. Clear the cache for your Internet Explorer or Edge browser.

3. Navigate to File > Options > Mail in Outlook and in the 'Send messages' section, click on Empty Auto-Complete List.

4. Next, you may also have the user refresh their machine's Refresh Group Policy.

5. Lastly, if Steps 1-4 does not resolve, you may try the detailed steps to clear the WEF Folder:

• Close Outlook Completely: Make sure Outlook is not running to prevent any conflicts.

• Delete All Contents of the WEF Folder:

  • Navigate to %localappdata%\Microsoft\Office\16.0\Wef (adjusting for your Office version, such as 15.0 for Office 2013).

  • Delete all files and subfolders within the WEF folder.

• Empty the Recycle Bin (optional, but ensures full clearance of files).

• Restart Outlook: This will prompt Outlook to re-download fresh add-in configurations from Exchange Online.

Please test prior before executing for a live user. However, clearing the entire WEF folder we have experienced is safe and effective for troubleshooting add-in issues, as it allows Outlook to reset all add-in settings without risking user data or general Outlook configurations.

Problem Statement

Invalid token error

Resolution

Close the composed message and retry. If the issue persists, then complete Step-1 above by clearing cache and restarting Outlook.

Problem Statement

If the above-mentioned reports continue after Step-1 resolution, does the issue still persist in Outlook Webmail?

Resolution

Yes?

What other Outlook Add-Ins are in play and does disabling them resolve the issue?

• Can https://outlook.unsubcentral.com/check-address.html be accessed? If not, a local network issue is the cause - please contact your internal Help Desk

• Does manually running the Add-in work correctly?

Watch this video to manually run the tool.

No?

Try repeating resolution in Step-1 again. If the issue persists, then we need to determine what steps are needed to validate our solution:

• Screen recording or screenshots of how to reproduce

• Web or desktop

  • Version in play and OS and/or browser

• Are you using a Virtual desktop infrastructure (VDI)?

• Sender and recipients *if applicable* (optional)

• Manifest file (optional, we should know this internally but have them confirm that no changes occurred)

Problem Statement

If the client reports Outlook Add-in not working for all users

Resolution

We must escalate to L2 immediately for them to follow the review process.