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Troubleshooting updating or deploying the Web app
Who is this article for?
Administrators who want to learn to deploy the app across an organisation. or upgrade the web app.
Administrator permissions are required for some steps.
This article outlines how to troubleshoot issues with updating or deploying the Ideagen Mail Manager Web app for Outlook using the Microsoft 365 admin center.
1. Updates Pending issue
When viewing the Ideagen Mail Manager Enterprise web app, you can see "Updates Pending".
This can happen when you are updating to our latest branding version.
This concerns Microsoft admin approval for 'event-based activation' features and the rebranding to Ideagen Mail Manager Enterprise. An Administrator needs to update the app manifest (most app updates are automatic).
A M365 admin who has access to the centrally deployed app will need to action this.
2. Users not receiving the Web app
If the Ideagen Mail Manager app was deployed to Everyone, it should appear in Outlook for all users within Microsoft's recommended 72 hours. This deployment is managed entirely by Microsoft (from the 365 admin centre to Outlook), so we cannot control or troubleshoot it.
If some users do not receive the app, please follow the recommended steps below.
2.1. Confirm add‑in assignment
Ask your Microsoft 365 Administrator to confirm that the add-in is:
- Enabled in the Integrated apps section.
- Assigned to all users or the correct security group.
- Set up so that affected users are direct members of the assigned groups, as nested group membership may not apply correctly.
If recently assigned, allow time for Microsoft 365 to complete propagation.
2.2. Check that the mailbox is supported
The add‑in loads per mailbox, not just per user, so the mailbox must be an Exchange Online primary mailbox.
The add‑in may not appear for:
- Shared mailboxes (especially when added as “additional mailboxes”)
- On‑premises Exchange mailboxes (without full hybrid support)
- Archive‑only mailboxes
2.3. Verify Outlook on browser
To verify Outlook:
- Open Outlook on Web.
- Go to Settings.
- Select Manage add-ins.
If the add‑in appears here, the deployment is correct. If it does not appear, this is a deployment or licensing issue, not an Outlook client issue
2.4. Check Classic Outlook (Windows) setup
If the user is on Classic Outlook:
- Ensure Outlook is Microsoft 365 Apps (Click‑to‑Run) and fully updated.
- Close Outlook completely.
- Clear the Outlook web add‑in cache.
%LOCALAPPDATA%\Microsoft\Office\16.0\Wef\
- Confirm that the Optional Connected Experiences option is enabled in Account Privacy.
This is to ensure the third party connection is not being blocked. - Reopen Outlook and wait a few minutes.
2.5. Check New Outlook setup
If the user is on New Outlook:
- Confirm the user is genuinely in New Outlook (not switched back).
- Restart Outlook.
- Open Settings.
- Select Add‑ins.
- Toggle any add‑in off and on to force a refresh.
2.6. Confirm licensing
Ensure the user has an active:
- Exchange Online license
- Web app license for Ideagen Mail Manager • Enterprise
2.7. Allow for propagation time
Even when everything is configured correctly, propagation time may differ between apps:
- Outlook on the Web - Usually instant: usually quick
- New Outlook - May take several hours
- Classic Outlook - May take up to 72 hours
This is especially common after group membership changes or recent add‑in deployment or updates.