Depending on the circumstances of the error , we have listed some possibilities for how to fix the problem.
Table of Contents
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)
- Close Outlook
- Press the Windows key
- Type Internet Options and press the enter key
- Select the Security tab
- Check Protected Mode for the Internet and Restricted Sites zones
- Restart Outlook
- Test the Phishing Report Button again
Solution 2: Add SoSafe to trusted sites
- Close Outlook
- Press the Windows key
- Type Internet Options and press the enter key
- Select the Security tab
- Check Protected Mode for the Trusted sites zone
- Click Sites button.
- Add *.sosafe.de to the list
- Restart Outlook
- Test the Phishing Report 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
- Rename this folder
%userprofile%\AppData\Local\Packages\Microsoft.Win32WebViewHost_cw5n1h2txyewy\
- 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 to 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, for example by 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, confirm 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 Phishing Report Button
It may happen that OWA's Content-Security-Policy prevents the loading of the Phishing Report 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):
You should see a light gray loading circle | |
You should read: Aloha SoSafe API! | |
You should see program code | |
You will be redirected to the Microsoft Ajax Content Delivery Network page
|
Clear Outlook cache
Outlook with Internet Explorer 11
- Close Outlook
- Start Internet Explorer 11
- Press CTRL + SHIFT + DEL to clear the browserhistory
- Select "Temporary Internet and website files" and "Cookies and website files" and confirm "Delete"
- Restart Outlook
- Test Phishing Report Button again
Outlook with Microsoft Edge
Click on any white area inside the Phishing Report Button window and press CTRL + F5 to reload. On MacOS right click inside the Phishing Report Button window and click reload.
IE11: Compatibility view is active
A. Turn off Compatibility View:
- Open Internet Explorer.
- Select Tools (gear icon) > Compatibility View Settings.
- Under Websites you've added to Compatibility View field, remove any sites containing sosafe.de.
- Uncheck Display Intranet sites in Compatibility View.
- 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 servers are not treated as Intranet sites:
- Open Internet Explorer.
- Select Tools (gear icon) > Internet Options > Security > Local Intranet > Sites.
- Uncheck Automatically detect intranet network.
- Uncheck Include all sites that bypass the proxy server.
- Restart Outlook and try again.