Depending on your error pattern, we have listed some possibilities how to fix the problem.

Table of Contents

• ADD-IN ERROR
  • This add-in could not be started
    • Explanation
    • Solution 1: Activate protected mode (Internet & Restricted Sites)
    • Solution 2: Add SoSafe to trusted sites
    • Solution 3: Fix corrupt Microsoft Edge
  • Browser version is not supported
    • Explanation
    • Solution
    • Explanation
    • Solution
• Outlook Web App (OWA)
  • Add-in disabled to keep you safe
    • Explanation
    • Solution
  • Content-Security-Policy blocks SoSafe Button
• White screen, broken UI, endless loading
  • Required URLs
  • Clear Outlook Cache
  • IE11: Compatibility view is active

ADD-IN ERROR

This add-in could not be started

ADD-IN ERROR

This add-in could not be started. Close this dialog to ignore the problem or click "Restart" to try again.

Explanation

This error is often related to a disabled Internet Security feature called Protected Mode.

Solution 1: Activate protected mode (Internet & Restricted Sites)

1. Close Outlook
2. Press the Windows key
3. Type Internet Options and press the enter key
4. Select the Security tab
5. Check Protected Mode for the Internet and Restricted Sites zones
6. Restart Outlook
7. Test the SoSafe Button again

Solution 2: Add SoSafe to trusted sites

1. Close Outlook
2. Press the Windows key
3. Type Internet Options and press the enter key
4. Select the Security tab
5. Check Protected Mode for the Trusted sites zone
6. Click Sites button.
7. Add *.sosafe.de to the list
8. Restart Outlook
9. Test the SoSafe Button again

Solution 3: Fix corrupt Microsoft Edge

A windows security update from April 2021 might have corrupted your Legacy Edge runtime (EdgeHTML). If the combination of your Outlook and Windows version can only use the old Legacy Edge (EdgeHTML) you might run into this ADD-IN ERROR.

Applies to systems with:
Windows version: Windows 10 (>= 1903)
Outlook version: Microsoft 365 (16.0.11629-16.0.13530.20424

1. Rename this folder

   %userprofile%\AppData\Local\Packages\Microsoft.Win32WebViewHost_cw5n1h2txyewy\

   
   
2. Execute the following Powershell command (with user's permissions):

   Get-AppxPackage "Microsoft.Win32WebViewHost" | foreach {Add-AppPackage -DisableDevelopmentMode -Register "$($_.InstallLocation)\AppXManifest.xml"}

With a newer Outlook client (Microsoft 365 ver. >= 16.0.13530.20424) and a recent Windows version (>= 1903) you avoid this problem altogether, as Outlook will use the newest Microsoft Edge Browser (Chromium runtime). 

Browser version is not supported

ADD-IN ERROR
 Sorry, we couldn't load the add-in because your browser version is not supported.
 Click here for a list of supported browser versions.

OR

ADD-IN ERROR
 Sorry, we couldn't load the add-in because your version of Internet Explorer is not supported.
 Click “See Details” for a list of supported browser versions.

Explanation

Outlook needs a current version of Internet Explorer or Microsoft Edge to run Add-ins.

Solution

Update Internet Explorer the newest version or update Windows and Outlook to be able to use Microsoft Edge for running Add-ins.

More information on browsers used by add-ins

Problem while trying to reach this add-in

ADD-IN ERROR

A problem occurred while trying to reach this add-in.

Explanation

Outlook is not able to reach https://reporter.sosafe.de.

Solution

Please make sure https://reporter.sosafe.de is accessible and not blocked by e.g. a firewall.

Outlook Web App (OWA)

Add-in disabled to keep you safe

ADD-IN ERROR

This add-in has been disabled to help keep you safe.
 To continue using the add-in, validate that this item is hosted in a trusted domain or open it in the Office desktop app.

Explanation

This warning is a security feature of Microsoft inside OWA.

Solution

This warning is by Microsoft’s design. It’s supposed to be a one-time-prompt. If you are sure the SoSafe-Button is hosted inside a trusted Domain, click Continue to start using the SoSafe-Button.

Content-Security-Policy blocks SoSafe Button

It may happen that OWA's Content-Security-Policy prevents the loading of the SoSafe button.

Make sure to allow the following Content-Security-Policy in OWA:

Default-src:

- *.sosafe.de

Script-src:

- appsforoffice.microsoft.com

- ajax.aspnetcdn.com

White screen, broken UI, endless loading

Required URLs

Please make sure you are connected to the internet and the following URLs are accessible (e.g. not blocked by a firewall):

Aloha SoSafe API!

Clear Outlook Cache

Outlook with Internet Explorer 11

1. Close Outlook 
2. Start Internet Explorer 11
3. Press CTRL + SHIFT + DEL to clear the browserhistory
4. Select "Temporary Internet and website files" and "Cookies and website files" and confirm "Delete"
5. Restart Outlook
6. Test SoSafe Button again
   
   

Outlook with Microsoft Edge

Click on any white area inside the SoSafe Button window and press CTRL + F5 to reload. On MacOS right click inside the SoSafe Button window and click reload.

IE11: Compatibility view is active

A. Turn off Compatibility View:

1. Open Internet Explorer.
2. Select Tools (gear icon) > Compatibility View Settings.
3. Under Websites you've added to Compatibility View field, remove any sites containing sosafe.de.
4. Uncheck Display Intranet sites in Compatibility View.
5. Restart Outlook and try again.

If this doesn’t fix the problem, something is forcing reporter.sosafe.de to be displayed as Intranet site. Intranet sites are rendered in Compatibility View by default.

B. Make sure sites that bypass proxy server are not considered as Intranet sites:

1. Open Internet Explorer.
2. Select Tools (gear icon) > Internet Options > Security > Local Intranet > Sites.
3. Uncheck Automatically detect intranet network.
4. Uncheck Include all sites that bypass the proxy server.
5. Restart Outlook and try again.

Read more on the Compatibility view