Cannot install Outlook add-ins

Question

Cannot install Outlook add-ins

JohnRInfoSystems 1

Hi

We have started having an issue installing Outlook add-ins which were working last week.

We have an on-premise Exchange 2016 server but also have Azure AD with directory sync running.

The only change that I know of was that the Exchange server had some updates done at the weekend, dated 11/7

When we try to install add-ins via the Store link in Outlook 2016 it goes through to the install or get option and then fails with "Installation failed due to an unspecified error. Try again"

If you refresh the page we either get the same error or :

"Add-in failed to install
For this token profile, audience from inner token 'https://outlook.office365.com' should match audience of outer token 'https://outlook.office365.com/'"

I thought it might be users were logging in with a personal Microsoft account but Outlook uses their corporate account and there was a conflict.

But I've tried it on a laptop myself and ONLY logged on with the corporate account and still get the error.

This is now a major issue for us since a group of people need a specific add-in to help in their work so any suggestions very welcome.

Thanks

Supsoontorn Jenchawalitmongkol 1 Reputation point

2021-07-15T03:47:20.95+00:00

I also found this error. I use only 1 account for logging in via both Web and Outlook program.
JeffYang-MSFT 6,206 Reputation points

2021-07-15T06:03:23.607+00:00
Hi @JohnRInfoSystems ,

Welcome to Q&A!

According to your description, everything can work fine before you update your Exchange Server version. So, seems the recent update operation has been the most possible factor of your issue right now. In order to further research about your issue, would you mind checking which KB have you recently installed? You could also try running the command below in your EMS to to collect the AdminDisplayVersion number.

Get-ExchangeServer | fl *version*

Any update, please feel free to post back.
JeffYang-MSFT 6,206 Reputation points

2021-07-15T06:08:57.2+00:00

Hi @Supsoontorn Jenchawalitmongkol ,
Do you mean that you do also have the same problem right after updating your Exchange server version? If yes, to further research about your issue, please help collect your AdminDisplayVersion number as well. If you have more detailed information, please feel free to let me know.

Supsoontorn Jenchawalitmongkol 1 Reputation point

2021-07-15T03:47:20.95+00:00

I also found this error. I use only 1 account for logging in via both Web and Outlook program.
JeffYang-MSFT 6,206 Reputation points

2021-07-15T06:03:23.607+00:00

Hi @JohnRInfoSystems ,

Welcome to Q&A!

According to your description, everything can work fine before you update your Exchange Server version. So, seems the recent update operation has been the most possible factor of your issue right now. In order to further research about your issue, would you mind checking which KB have you recently installed? You could also try running the command below in your EMS to to collect the AdminDisplayVersion number.

Get-ExchangeServer | fl *version*

Any update, please feel free to post back.
JeffYang-MSFT 6,206 Reputation points

2021-07-15T06:08:57.2+00:00

Hi @Supsoontorn Jenchawalitmongkol ,
Do you mean that you do also have the same problem right after updating your Exchange server version? If yes, to further research about your issue, please help collect your AdminDisplayVersion number as well. If you have more detailed information, please feel free to let me know.

Answer 1

JohnRInfoSystems 1

Hi

The Exchange version wasn't updated. But some Windows updates were done at the weekend. There were actually more done last night as I was going to try rebooting the server to see if the problem would be resolved. But it is still the same.

The Exchange version is:

AdminDisplayVersion : Version 15.1 (Build 2242.4)
ExchangeVersion : 0.1 (8.0.535.0)

I don't know if the issue happened directly after the update at the weekend. I just know it was working early last week (Mon/Tues 5th/6th) and then someone reported the issue on Tuesday morning this week (13th).

Both updates updated the Malicious Software Removal Tool

The updates installed on the 11th were:

Cumulative update for Windows server 2016 (KB5004948)
Cumulative update for .NET 4.8 (KB5003542)

Updates installed last night (14th):

Cumulative update for .NET 4.8 (KB5004115)
Cumulative update for Windows server 2016 (KB5004238)

We had a problem with accessing the Store previously but I found the solution to this was adding the registry entries for TLS security. The new issue is not giving the same error messages.

My feeling is that it is some conflict between the Azure & internal A.D. accounts but I'm just guessing. I don't know if it would show up in any logs but I don't know where to look. There's nothing in the Exchange server main event logs.

Thanks

JeffYang-MSFT 6,206 Reputation points

2021-07-20T09:29:39.803+00:00

Hi @JohnRInfoSystems ,

Thanks for your reply. Sorry for my delay.

I did much search and research in the past few days but have not found any recent similar issues from other users. I also detailed checked the document of the KBs you installed, seems there has not been aware of any issues with these update.
June 8, 2021-KB5003542 Cumulative Update for .NET Framework 4.8 for Windows 10, version 1607 and Windows Server, version 2016
July 7, 2021—KB5004948 (OS Build 14393.4470) Out-of-band

Please kindly forgive me for not being able to do the tests about your issue, since lacking of the same environment as yours. Considering that this issue came after the installation of KBs on the 11th, if possible, I would suggest you to try uninstalling these two KBs in your test environment and see if the issue would have any difference. If the issue do will changes due to these KBs during tests, then we could continue to uninstall them in your current environment.
JeffYang-MSFT 6,206 Reputation points

2021-07-23T10:11:25.047+00:00

Hi @JohnRInfoSystems ,
Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back.
Secchim Ribeiro, Lucas / DZNE 1 Reputation point

2021-08-12T11:24:42.35+00:00

Hi!
I´ve got the same error on a Mac. Is it a feasible solution for a different OS?
Thanks!

Answer 2

Otmois 1

I have the same problem, with an M365 enviroment

Answer 3

KacperRyniecSolidbrain 6

Same problem. O365 environment. Any news/solutions?

Cannot install Outlook add-ins

3 answers

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