This issue may occur in the following situations:

  • when a new version of CloudExtend has been released and there is something cached in your system preventing it from loading.
  • when a new version of CloudExtend has been released and you app loads, however your version is not updating to the latest version (see here to learn how to find your version number)

Why does this happen and how can I fix it?

Because Microsoft add-ins are developed using HTML and JavaScript, they are designed to work across platforms, but there might be subtle differences in how different browsers render the HTML. Add-ins are often cached for performance reasons. Normally, the cache is cleared by reloading the add-in. If more than one add-in exists in the same document, the process of automatically clearing the cache on reload might not be reliable and this can occur when CloudExtend has pushed an update to the App.

Follow the instructions in this article to completely clear your cache and get a fresh start. If the 1st step does not solve the issue move to the 2nd, etc.

Windows and Mac users, try this first

  1. Reload your App by right clicking with your mouse and selecting 'reload'.
  2. If you don't get a reload option just put focus in the add-in's task pane (by left-clicking anywhere within the task pane) and then press F5 to reload the add-in.

If above did not solve your issue and/or a previous version of the app remains cached then follow the steps below based on your Operating System.

Microsoft Windows Users

 Clear Cache

  • Exit Outlook
  • IMPORTANT - Microsoft does not use your default browser, it uses Edge or IE to render add-ins such as CloudExtend.
    Follow the instructions in this article to determine the browser used by Microsoft for your add-in and then clear that cache. If you're not sure you can clear the cache in Edge and IE.
  • Re-open Outlook and load CloudExtend
  • If the issue persists then manually clear the Office cache (below)

If clearing browser cache did not resolve the issue then manually delete your Office cache (below).

Manually Clear the Office Cache

  • Close Outlook
  • Backup and then delete the contents of the folder below (you can paste the below content directly in File Explorer to go directly there)
%LOCALAPPDATA%\Microsoft\Office\16.0\Wef\

If the folder below exists on your computer back up and delete the contents as well.

%userprofile%\AppData\Local\Packages\Microsoft.Win32WebViewHost_cw5n1h2txyewy\AC\#!123\INetCache\

  • Restart Outlook

Mac Users

If you're working on a Mac and the first step above did not work then continue with the steps below.

Clear Cache

Option 1

If available, click the "i" icon at the top right of the add-in and the select 'Clear Web Cache'

Option 2

  • Exit Outlook
  • Clear Safari cache by following the instructions here.
  • Open Outlook and load CloudExtend again 
  • If the issue persists then manually clear the Office cache (below)

Still not working?

Manually Clear the Office Cache

If clearing browser cache did not resolve the issue then delete your Office cache following one of the methods below.

Manual Method

  • Exit Outlook
  • Manually delete the contents of the folders below

Note, the existence of the folders below is dependent on the combination of your Outlook version number and your OS version.

~/Library/Containers/com.Microsoft.OsfWebHost/Data/

 

Note: if that folder doesn't exist, check for the following folders and if found, delete the contents of that folder:

/Library/Containers/com.microsoft.outlook/Data/Library/Caches/ 
http://com.microsoft.Office365ServiceV2/Data/Caches/com.microsoft.Office365ServiceV2/
  • Open Outlook and load CloudExtend again.

Script Method

If you have trouble locating all the files above just prefer a faster option you can download this script as a zip file. Expand the zip file, right click on 'Clear-Cache.app', and choose open. You won't get a confirmation but your office cache files should now be cleared.

Still not working?

If manually clearing the Office cache on your Mac did not resolve your issue then this should do the trick:

  • Exit Outlook
  • run this command from Terminal (replace YOURNAME with your Mac username
rm -r /Users/YOURNAME/Library/Containers/com.Microsoft.Outlook/Data/Library/Caches/WebKit/

If the rm command is not found your path variable may have been set. Check with your admin before running the command below as this will reset your path.

export PATH=/sbin:/bin:/usr/sbin:/usr/bin
  • Open Outlook and load CloudExtend again 

If none of the above solves your issue, the start a chat with our support rep using the chat icon at the bottom of this page or email to cloudextend-support@celigo.com with details.

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