Unable to add apps within Outlook, get "Something went wrong" generic error message

Question

Unable to add apps within Outlook, get "Something went wrong" generic error message

Anonymous

image (1)

I have a user who is fully unable to add add-in apps within Outlook. Every time an attempt is made to add an app, the generic "Something went wrong" error message comes up. It is not an organizational issue, all other users have no problem adding apps in Outlook.

The issue persists in both Classic and New Outlook desktop apps and on the web version of Outlook. Office has been repaired, Outlook app has been repaired and reset, new profile has been created, started in Safe mode and disabled all other add-ins, even tried logging in as the user on a brand new machine and the issue persists. I have added an image of the error message, has anybody run into this before and if so, what was the solution?

Karl Apsite 0 Reputation points

2025-10-28T15:03:16.0766667+00:00

I'm currently experiencing the same issue in the desktop client for New Outlook, as well as the web client.
https://outlook.office.com/mail/

In the web client, opening up the F12 debug menu reveals that there's a failing request being made for entitlements when attempting to add this add-in.

I've tried to log out and log in again. I have been able to install other add-ins. This may be specific to Zoom's add-in.
Anonymous

2025-11-26T14:25:07.9+00:00

We have this same issue. Some users can access and add the add-in for salesforce. Some can not. It doesn't work in OWA or the outlook client.

Answer recommended by moderator

Anonymous

Hello,

Not sure what the fix was, but the issue seemed to miraculously fix itself. We did put a ticket into Salesforce support, since the main add-in app that was needed that was giving the error was the Salesforce app. So it is possible they did something on their end to fix it, but the user now has the add-in app that they need.

So I don't know what the fix was, but the issue is fixed, and this can be closed out.

Anonymous

2025-10-27T22:35:36.3833333+00:00

Dear @Zach C

It appears the issue has resolved itself, which is great to hear!

While the exact fix remains unclear, it’s possible that Salesforce support made changes on their end that helped restore the add-in functionality.

We’re glad the user now has access to the app they need. I’ll go ahead and close out this case. If you encounter any issues in the future, feel free to reach out through our Q&A forum, our Moderators are always happy to assist you.

Warm regards,

1 additional answer

Your answer

Karl Apsite 0 Reputation points

2025-10-28T15:03:16.0766667+00:00

I'm currently experiencing the same issue in the desktop client for New Outlook, as well as the web client.
https://outlook.office.com/mail/

In the web client, opening up the F12 debug menu reveals that there's a failing request being made for entitlements when attempting to add this add-in.

I've tried to log out and log in again. I have been able to install other add-ins. This may be specific to Zoom's add-in.
Anonymous

2025-11-26T14:25:07.9+00:00

We have this same issue. Some users can access and add the add-in for salesforce. Some can not. It doesn't work in OWA or the outlook client.
Anonymous

2025-10-27T22:35:36.3833333+00:00

Dear @Zach C

It appears the issue has resolved itself, which is great to hear!

While the exact fix remains unclear, it’s possible that Salesforce support made changes on their end that helped restore the add-in functionality.

We’re glad the user now has access to the app they need. I’ll go ahead and close out this case. If you encounter any issues in the future, feel free to reach out through our Q&A forum, our Moderators are always happy to assist you.

Warm regards,

Answer 1

Anonymous

Hi @Zach C,

Thank you for posting your question in the Microsoft Q&A forum.

We’ve reviewed your case and understand that the error persists across both the desktop and web versions of Outlook, even after extensive troubleshooting steps like repairing Office, resetting Outlook, creating a new profile.

To help us narrow down the root cause, could you please help answer the following questions:

Are you an IT administrator for your organization? (e.g., mailbox settings, permissions, or policies)
Does this happen with all add-ins or only specific ones?
Is that user signed into Outlook with only one account, or are there multiple accounts added?
Can you confirm your user's domain (e.g., @yourdomain.com)?
Have the user ever been able to install add-ins in the past, or has this issue always existed for that account?
Does the user receive any error code or correlation ID when the “Something went wrong” message appears?

Once I have this information, I’ll be better equipped to assist you further.

Looking forward to your response.

Best regards,

Anonymous

2025-10-22T19:43:20.42+00:00
Hello,

Yes and no, I am part of the IT team and have elevated privileges, but there are other teams that handle things that I do not have access to

It happens with all, from my testing. Spent time randomly trying to add one after the other and same error message

Yes only one account signed into Outlook

Domain is |This information is removed for privacy|

Yes they were able to before. They uninstalled the Salesforce add-in and then this problem started

There is no error code, just the generic message in the screenshot.

Thanks
Anonymous

2025-10-22T23:40:46.02+00:00
Hi @Zach C,

Thank you for your prompt response.

Based on what you've described, since the issue is isolated to a single user and persists across Classic Outlook and New Outlook, it’s likely related to mailbox-level permissions or local policy restrictions rather than a broader organizational setting.

Here are a few possible root causes and additional steps you can try to check:

Possible root causes:

1/ Role assignment policy in exchange online

If the user’s mailbox lacks the My Custom Apps and My Marketplace Apps roles, they won’t be able to install add-ins, even if others in the org can.

2/ Registry or group policy restrictions

Even if other users are unaffected, this specific user might have registry keys or local group policies blocking add-in installations.

3/ Firewall or antivirus blocking WebView2

Add-ins rely on WebView2 for rendering. If antivirus software blocks msedgewebview2.exe, add-ins may fail to load or install.

4/ Office cache or manifest issues

Corrupted Office cache or invalid manifest files can cause generic errors during add-in installation.

For more technical details, you can refer to Microsoft’s official troubleshooting guide here:

Resolve Installation Issues in the New Outlook for Windows - Outlook | Microsoft Learn

Troubleshoot user errors with Office Add-ins - Office Add-ins | Microsoft Learn

Recommended steps:

1/ Verify Exchange role assignment policy

Ensure the affected user’s mailbox has the following roles "My Custom Apps" and "My Marketplace Apps"

These roles allow users to install add-ins. You can manage them via PowerShell or the Microsoft 365 Admin Center.

Reference link: Role assignment policies in Exchange Online | Microsoft Learn

2/ Try installing via Outlook web

Go to https://outlook.office.com and sign in with the affected user's account.

Navigate to the left menu bar

Select App icon > Choose Add apps

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

I'm looking forward to your reply.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Anonymous

2025-10-23T20:37:58.8333333+00:00

Hi @Zach C,

I hope you're having a great day.

It’s been a pleasure working with you on this thread. I understand you may have other priorities at the moment, and I completely respect that.

If you're still experiencing any issues or have come across new challenges, feel free to let me know which steps you're currently stuck on. I’m here and happy to assist whenever it’s convenient for you.

Thank you again for your time and collaboration. I look forward to hearing from you whenever you're ready.

Warm regards,
Anonymous

2025-10-25T21:22:19.9533333+00:00

Hi @Zach C,

I hope everything is going smoothly on your end.

I just wanted to follow up to see if everything is working as expected on your end.

Additionally, if you have any remaining questions or if there's anything else I can assist you with, please don’t hesitate to reach out. I'm always happy to help and want to make sure you’re fully supported.

Wishing you a smooth rest of your day.
CHHABRA Varun 0 Reputation points

2025-12-17T10:15:27.0633333+00:00
I am experiencing similar issue with my new Outlook application and would appreciate assistance.

Here are the details:

User Role: I am a regular employee, not an IT administrator.

Outlook Version: I am using the new Outlook app.

Account Details:

Only one account is signed in: my Microsoft 365 account.

My domain is @orange.com.

Problem: I am receiving a "Something went wrong" error when attempting to install the TickTick add-in.

Background: I was previously able to use this add-in, but I uninstalled it by mistake and am now unable to reinstall it.

Technical Observation: Upon investigating through the debug menu, I found that there is a failing request being made for "entitlements" when the add-in installation is attempted. This appears to be similar to an issue reported by Karl in this thread.

Thank you for your time and help.