Add-ins Greyed out

Kennedy Rivers 5 Reputation points
2026-08-12T19:47:43.8833333+00:00

I have a user whos outlook addin has stopped working. We have added claude and there are no restrictions on the tenant that prevents the use of add ins. Last week everything was working fine. This week it is greyed out. We updated the computer software and hardware and we still have the addin section greyed

Microsoft 365 and Office | Other
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  1. Otter 0 Reputation points
    2026-08-19T22:07:17.67+00:00

    HAH - think we have the answer. Claude and our other add-in need to have the Reading Pane open (or open a message) for the addin to be active, available, not grayed out. Embarrassing - but I love an easy answer.

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  2. Allan Solomon Mejia 10,465 Reputation points
    2026-08-13T02:31:29.5966667+00:00

    Hello @Kennedy Rivers

    Since the Outlook add-in was working last week and is now greyed out, I would first determine whether the problem affects only that specific add-in or Outlook add-ins in general.

    If you're using Classic Outlook, check:

    File → Options → Trust Center → Trust Center Settings → Add-ins

    Make sure Disable all Application Add-ins isn't enabled.

    Also check:

    File → Account → Account Privacy → Manage Settings

    and verify that Optional connected experiences is enabled. Microsoft notes that disabling connected experiences can make certain Office features unavailable. Microsoft Learn – Connected experiences in Office

    Next, check whether the add-in itself has been disabled:

    File → Options → Add-ins

    At the bottom, review both COM Add-ins and Disabled Items. If the affected add-in appears under Disabled Items, re-enable it and restart Outlook.

    I would also test the same mailbox using Outlook on the web. If the add-in works there but remains greyed out in desktop Outlook, that strongly points toward the local Outlook installation, profile, or client configuration rather than a tenant-wide restriction.

    Since this started after previously working, also check whether a recent Microsoft 365 Apps update coincides with the issue. You can get the installed build from:

    File → Office Account → About Outlook

    Could you confirm:

    • Are you using Classic Outlook or New Outlook?
    • Is only this add-in greyed out, or is Get Add-ins / All Apps also unavailable?
    • Does it work in Outlook on the web?
    • What Outlook version/build is installed?

    Those details should help determine whether this is an add-in-specific issue, an Outlook configuration problem, or a policy/client update issue.

    Please "Accept the Answer" if this information helped you. This will help us and others in the community as well.

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