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Below are some known issues that users may encounter, along with suggested steps to resolve them. If the issue persists, please contact our support team for further assistance.
Contents
- Add-in not showing up after deployment
- Can’t log in with Microsoft SSO
- Can’t create an account (email)
- Can’t login to account (email)
- The BriefCatch icon was removed from the ribbon
- Clearing Office WEF Cache
Add-in not showing up after deployment
After deployment is complete, your users will find BriefCatch under the Message tab when composing or replying to an email. Click the BriefCatch icon to open the BriefCatch for Outlook app:
Please Note: If the BriefCatch for Outlook add-in was centrally deployed via Integrated Apps, it can take up to 72 hours for the installation to propagate for all users.
In some cases, users may need to restart Outlook or sign out and back in to refresh their add-ins.
If it's been longer than 72 hours and the BriefCatch icon still doesn't appear under the Message tab, your users may need to manually add BriefCatch for Outlook after it's deployed.
To do this, have them navigate to the Message tab in the Outlook ribbon, then click on All Apps (or Apps). From here, click on BriefCatch, which will open the app:
After opening the BriefCatch for Outlook app, it should then be visible under the Message tab in the ribbon.
If the BriefCatch icon doesn't appear under All Apps (or Apps), click on Add Apps, which will open the Outlook AppSource Store. On the bottom left, click on Manage your apps.
If the BriefCatch icon appears here, click on it, then click on Add or Open. If it doesn't appear here, it may also appear under Built for your org in the left navigation.
Note: If you use multiple accounts in Outlook, make sure you’re viewing the correct inbox. Add-ins are tied to a specific account, so BriefCatch will only appear when you’re in the inbox of the account it was deployed to.
Can’t log in with Microsoft SSO
If you're having trouble signing in with Microsoft Single Sign-On (SSO), first confirm that you're using the correct Microsoft account and that you're connected to the internet. You can verify which account you’re logged in as by clicking on the Settings Icon Then click on Accounts, and Your accounts.
If you have multiple accounts active in Outlook, make sure that you are currently in the correct inbox when accessing BriefCatch for Outlook.
If you're receiving errors when trying to Sign in via Microsoft SSO, ensure that the BriefCatch app has all required permissions granted for your tenant.
It can also help to clear your Office cache.
If there are resources being blocked, your network administrator may need to approve or whitelist the resources to ensure everything loads properly.
You can contact our support team to help work through any SSO issues.
Can’t create an account (email)
If you’re not using Microsoft SSO, your users can create an account with an email address and password by clicking “Sign up for a new account!” when opening the BriefCatch for Outlook app for the first time.
Note: If you already created an account in the BriefCatch 3 Word application, you can use that same account to sign in to BriefCatch for Outlook. A separate account is not required.
This will require that the email address used matches your organization’s domain shown in the BriefCatch Portal.
If you don’t receive the verification email, please check your spam folder. The verification email will come from help@briefcatch.com with the subject “Activate your BriefCatch account.” There will be a Verify Email link to click.
If you do not see this email, please make sure that you typed your email address correctly, or contact support for further assistance.
Can’t login to account (email)
To sign in with an email and password, click on “Sign in with email” on the BriefCatch for Outlook welcome screen.
If you receive an error message when trying to login, please confirm your email address and password are correct.
You can reset your password by clicking on “Forget your password?” at the bottom of the app.
After entering your email address, you will receive an email with a link to reset your password.
If you still can’t login after resetting your password, please contact our support team for further assistance.
The BriefCatch icon was removed from the ribbon
If the BriefCatch icon no longer appears under the Message tab in the Outlook ribbon, it may need to be manually added back. This can occur after an Outlook or Office update, or if you sign out of your Microsoft account.
See Add-in not showing up after deployment above for more information on how to locate and re-add BriefCatch your ribbon.
If this doesn't work, please ensure you're logged in to the correct Microsoft account. Add-ins are tied to specific user accounts, even if deployed to your entire organization.
If the above doesn't help, please try clearing your Office cache, explained below.
Clearing Office WEF Cache
If a user is experiencing problems loading or using BriefCatch or other Office Add-ins, clearing the Office WEF Cache may help resolve issues.
To clear the Office cache:
Windows
- Close all Office applications (Word, Outlook, Excel, etc.)
- In explorer, navigate to the following folder:
- %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\
- Delete all contents inside this folder (but not the folder itself)
- Reopen Outlook and try launching the BriefCatch add-in again
Mac
- Close all Office applications (Word, Outlook, Excel, etc.)
- Open Finder and press Command + Shift + G to open Go to Folder.
- Paste the following path and press Enter:
- ~/Library/Containers/com.microsoft.Office365ServiceV2/Data/Documents/WeF
- Delete all contents inside this folder (but not the folder itself)
- Reopen Outlook and try launching the BriefCatch add-in again
Clearing the cache removes locally stored add-in files, which forces Office to re-download them the next time the add-in loads. This can resolve display or loading issues caused by corrupted or outdated cache data. This does not affect documents, user data, or other Office settings and does not remove centrally deployed add-ins, those will reappear automatically.
After clearing the cache, you may need to manually re-add BriefCatch to the ribbon by going to Message - Apps, then clicking on the BriefCatch icon. If you don’t see BriefCatch listed here, follow the instructions under Add-in not showing up after deployment.