Start here when the SidePanel is not doing what you expect. This article points you at the right guide based on what you are seeing, whether you use the SidePanel as an Outlook app or as a browser extension.
For how to install the SidePanel in the first place, see Set up the SidePanel as an Outlook app or Set up the SidePanel as a browser extension.
Find your problem
| What is happening | Where to go |
|---|---|
| You cannot install the Outlook add-in or browser extension. Or it never appears in Outlook or your browser | When IT policy blocks the SidePanel. For the browser extension, the "Check whether a browser policy blocks the SidePanel extension" article then shows you how to confirm the block on the browser's own policy page |
| The panel is installed but stays blank, errors, or never finishes loading in Outlook | The SidePanel does not load in the Outlook app |
| The panel fails on a shared mailbox in Outlook | The SidePanel does not load for a shared mailbox |
| The extension does not open, or does not recognize the page you are on | The browser extension does not open or detect the page |
| The panel works on one network but not another, or only off the VPN | The SidePanel does not load on your network |
| The panel loads fine, but the approval or content you expect is not there | The SidePanel is empty or an approval is missing |
If more than one row fits, work down the list in order. Installation problems mask loading problems, and loading problems mask content problems.
The two questions that narrow it down fastest
Does the panel load at all? A panel that never renders is an installation, client, or network problem. A panel that renders and then shows nothing is a content or access problem, and the causes are completely different. The empty panel case is the one people most often misdiagnose, because an access problem and "no automation ran" look identical.
Does it fail for everyone, or just for you? If a colleague can open the same conversation and you cannot, the difference is on your account or your machine, not in the automation. If nobody can, look at the automation or the integration.
What to send us
In the Outlook app there is one failure with its own screen. If the panel opens and Outlook never answers it, after 20 seconds you get a screen titled Outlook isn't connecting, with a Diagnostics box and a Copy diagnostics link in its top right corner. When you have that screen, paste the report into your message to support@tekst.com, because it tells us exactly where the panel got stuck.
Every other problem, including a panel that loads but stays empty, has no such screen and nothing to copy. Send these instead:
- The conversation ID. Open the menu in the bottom-left corner of the panel and select Copy conversation ID. The entry is only there once the panel has identified the item you have open, so if you cannot find it, tell us instead exactly what the panel says.
- Your Tekst subdomain, the one in
<yourcompany>.tekst.com. - The mailbox address, Salesforce instance, or SAP tenant you are working in.
- Whether a colleague can see the same conversation.
- If the browser extension would not install, the JSON export of your browser's policy page. The "Check whether a browser policy blocks the SidePanel extension" article shows where to find it.
Still stuck?
Contact support@tekst.com. Let us know whether you use the Outlook app or the browser extension, what the panel shows in its own words, and what you have already tried. We are happy to join a short call to confirm the cause and walk through the change needed.
0 comments
Please sign in to leave a comment.