Troubleshooting the Zoom for Outlook add-in

There are a number of common issues that you may encounter with the Zoom for Outlook add-in, which can be troubleshooted and resolved using the following information. Visit the Microsoft support site if you would like to know more about troubleshooting.

How to troubleshoot common issues with the Zoom for Outlook add-in

Authentication error

There is a problem with the Outlook add-in. It has been configured, but it has not authenticated and cannot be used for scheduling meetings once the configuration process has been completed.

Your network might benefit from allowing the following URLs to connect to it.

https://appsforoffice.microsoft.com/fabric/2.1.0/fabric.min.css
https://appsforoffice.microsoft.com/fabric/2.1.0/fabric.components.min.css
https://static2.sharepointonline.com/files/fabric/office-ui-fabric-js/1.2.0/js/fabric.min.js
https://code.jquery.com/jquery-2.2.2.min.js
https://appsforoffice.microsoft.com/lib/1.1/hosted/office.js
https://zoom.us:443

Security settings error (Windows, Outlook web)

Issue: Upon opening the browser, the following error message appears: “Unfortunately, we cannot create a dialog box due to the security settings of your browser.” In order to be sure that [URL] and the domain that appears in your address bar are in the same security zone, please use another browser or configure your browser in that way.

Suggestion: Zoom should be added to your trusted sites list in the security settings as a trusted site.

1. Make sure that the Control Panel is open.

2. You can select Internet Options or Network and Internet from the menu.

3. You will find the Security tab on the left side of the screen.

4. By selecting Trusted sites, you’ll be able to see a list of sites available.

5. Click on Add, and then enter the URL from the error message that appears in the browser window.

6. See if you can get the add-in to work again by giving it a second chance. In some cases, the security settings for the other zones may not be the correct ones. If this is the case, there may still be an issue. This situation should be resolved by reviewing the settings for the other security zones and making sure that the domain for the add-in in the address bar of the Office application is in the same zone as the URL displayed in the address bar of the add-in.

Access error (Windows, Outlook desktop)

Issue: It appears there is an error message in the Windows Outlook application console log that reads as “trunk***.js access denied”.

Suggestion: For this reason, the browser must be allowed access to the local settings, since add-ins cannot make use of these settings, and if this is denied, the add-in will not function. You can enable access to the site by following these steps:

1. It would be advantageous if your IT Administrator could run the command ‘icacls %userprofile%/Appdata/LocalLow /t /setintegritylevel (OI)(CI)L’ for all users at the same time.

2. Open the Internet Explorer browser. In order to prevent the browser from going into private mode, make sure it is not.

3. You can open the Internet options by clicking the gear icon on the toolbar.

4. Then click on the tab that says Security.

5. Select Trusted sites, then select Sites from the drop-down menu.

6. Enter https://zoom.us then click Add.

7. To enable protected mode, click the check box next to Enable Protected Mode.

8. Ensure that the level of security is set to Medium-High.

9. On the tab Advanced, click on the Customize button.

10. You will need to check Enable DOM Storage in the Security section of the page.

Add-in not working (Windows, Outlook web)

Issue: The add-in for Outlook is not working properly.

Suggestion: Make sure that Internet Explorer is set to debug scripts.

1. The below button will open Internet Explorer for you. Click on it to open it. Please make sure that private mode is not enabled in your browser.

2. You can open the Internet options by clicking the gear icon on the toolbar.

3. On the tab Advanced, click on the Customize button.

4. Under the Browsing section, make sure that both Disable script debugging (Internet Explorer) and Disable script debugging (Other) are left unchecked so that script debugging is not disabled on the page.
   

   Note: If you are experiencing any problems with these settings, uncheck them only to troubleshoot the problem. The unchecking of these options will result in you being prompted each time you browse if you leave them unchecked. It is a good idea to enable both options after the issue has been resolved.

Add-in doesn’t activate in Office 2013 desktop

Issue: When you perform the following tasks after installing the add-in, the add-in does not activate:

• With Office 2013, you can sign in with your Microsoft account by using your email address and password.

• Your Microsoft account can be secured by two-step verification if you enable it.

• Adding an add-in to your browser and verifying that you are who you say you are.

Suggestion: Check to see if the latest updates for Office 2013 are installed. If they are not, try downloading the update.

Add-in updates not appearing in ribbon menu (Outlook desktop)

Issue: Whenever the add-in is updated, changes to ribbon buttons or menu items are not reflected in the add-in itself.

Suggestion: Delete any old versions of Office that are still in the cache in Office.

• Windows: Open the folder and delete the contents,
  %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\

• Mac: Open the folder and delete all the contents,
  /Users/{your_name_on_the_device}/Library/Containers/com.Microsoft.OsfWebHost/Data/

• iOS: To force a reload, for instance in a JavaScript add-in, call the window.location.reload(true) method. There is also the option of reinstalling Office if you wish.

Invalid Meeting ID error

Issue: Attendees who try to join a Zoom meeting from a calendar item in Outlook receive an Invalid Meeting ID error message when attempting to join a Zoom meeting.

Suggestion: The problem usually occurs when you reschedule a Zoom meeting or when you change a recurring calendar item after it has been scheduled. Ensure that Outlook is updated with the Zoom meeting information.

1. By opening the Outlook calendar item and clicking the Edit button on it, you are able to make changes to the item.

2. Using the top toolbar, click on the three dots.

3. If prompted, sign into your Zoom account if you do not already have one.

4. You can zoom in by clicking the zoom button.

5. Choose Settings from the drop-down menu.

6. If you want to change the options for your meeting, click the Update button.

7. The calendar item will be saved or sent if you click on either of the buttons.

FAQs?

All images and contents credit goes to support.zoom.us