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Upgrading Insightly Sidebar issues

I have an end user who has the insightly sidebar installed, but when he tries to open it he gets an "ADD-IN WARNING This add-in is currently upgrading.  Please close the current message or appointment and re-open in a few moments."  This has been going on for over a week. We have Office 365 business premium for this user but are using an Exchange 2013 on-premises server.  

I can log into OWA and go to the managed apps in the web interface and I see that it is installed by the user and enabled.  It is showing version 1.2.  I can enable it and disable it (one item I saw that was supposed to help with the update, but didn't seem to help here).  I also show that "The app couldn't be updated automatically.  It needs to be installed from the Office Store" with a link.  If I follow that link I get an error trying to download the app "The app couldn't be downloaded." so I manually searched for it.  I got logged into the Office store as the user and requested the app for downloading.  It came up and asked for their email address which I entered again and got the response back that the "Installation failed Mailbox does not exist."

What are my next steps/options since I've not been able to find a phone number to reach technical support?

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5 comments
  • Hello,

    Keep in mind add-ins like the Sidebar are not tested for use with on-premise Exchange accounts. Based on the information given above I recommend reaching out to Microsoft's support team to confirm compatibility and help you with why that update message is still appearing.

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  • So you are saying that Microsoft makes the Insightly Sidebar?  

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  • Hello,

    No, Microsoft does not make the Insightly Sidebar. But there are requirements that need to be met within your Microsoft account for the Insightly Sidebar to work properly with your Office 365 account. This is why given the above information you provided I recommended reaching out to Microsoft's support team to confirm compatibility and help you with why that update message is still appearing.

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  • I've reached out to Microsoft and it appears that they want $500 to even take the call (listening to the voice prompts).  The Insightly product was working on the on-premises server in the past but has stopped working since the latest upgrade/version release.  Can you post or send the requirements over so we can review them and see if they are in place?  Also if we go the route of spending money with Microsoft to help look at the Insightly issue can we get any credit/discount with Insightly since we are having to reach out to another company to deal with support?  It might be different if this client had Office365 licenses, but all their licenses are for Office only without any email (Office 365 Exchange).  We are looking at getting them to migrate in the future over to Office 365, but I do not know a time schedule or if that will happen.

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  • Hello,

    Have you tried using Microsoft chat system via this link? Here are the requirements for the Outlook sidebar:

    • An Outlook client that supports add-ins
    • Outlook online or Outlook 2013 (and higher) for Windows or Outlook 2016 for Mac
    • An Office 365 business plan subscription that is not provided through a third party, like GoDaddy or Rackspace

    If you use Insightly for G Suite and access your Gmail through Outlook, you won't be able to use the Insightly add-in.

    Also, keep in mind if your Businesses uses Microsoft Exchange Server for email you are using Microsoft Exchange accounts. Add-ins like the Sidebar are not built for use with Exchange accounts.

    Hope that helps! 

     

     

     

     

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