SSEO - Resolving "Blank" Add-in Issue in SuperSync Email on Outlook Web App (OWA)


Issue Description

When using SuperSync Email on Outlook Web App (OWA) or outlook.office.com, users may encounter an issue where the add-in appears blank. This issue is often related to corrupted browser cache, which can occur due to:

  • Improper shutdown of the computer.
  • Incorrect file downloads.
  • Browser or system updates that corrupt the cache.

Identifying the Issue

To determine if the blank add-in issue is related to the browser cache, follow these steps:

  1. Try an Alternative Access Method:
    • Use the Outlook Desktop Client: Check if the add-in displays correctly when using the Outlook desktop application. If the issue is resolved, it may indicate a problem specific to the web browser.
    • Use Incognito Mode: Open your browser in incognito (private) mode and access the add-in. Incognito mode does not use the browser's cache, so if the add-in works correctly, the issue is likely due to corrupted cache data.

Resolving the Issue

If the issue resolves itself in incognito mode, the next step is to clear the browser cache. Please note that clearing the cache will log you out of many websites and may remove any unsaved work in progress. It's advisable to back up your work before proceeding.

Clearing Browser Cache

Google Chrome:

  1. Click on the three vertical dots in the top-right corner of the browser.
  2. Go to "Settings."
  3. Scroll down and click on "Privacy and security."
  4. Click on "Clear browsing data."
  5. In the pop-up window, select "Cached images and files" and choose the time range (preferably "All time").
  6. Click "Clear data."

Mozilla Firefox:

  1. Click on the three horizontal lines in the top-right corner of the browser.
  2. Go to "Settings."
  3. Click on "Privacy & Security."
  4. Scroll down to "Cookies and Site Data" and click "Clear Data."
  5. Select "Cached Web Content" and click "Clear."

Microsoft Edge:

  1. Click on the three horizontal dots in the top-right corner of the browser.
  2. Go to "Settings."
  3. Click on "Privacy, search, and services."
  4. Under "Clear browsing data," click "Choose what to clear."
  5. Select "Cached images and files" and choose the time range (preferably "All time").
  6. Click "Clear now."

Safari (Mac):

  1. Click on "Safari" in the top-left corner of the screen.
  2. Select "Preferences."
  3. Go to the "Advanced" tab and enable "Show Develop menu in menu bar."
  4. Click on "Develop" in the menu bar and select "Empty Caches."

Conclusion

After clearing the cache, restart your browser and log back into Outlook Web App (OWA) or outlook.office.com. The add-in should now display correctly. If the issue persists, further investigation may be required, including checking for browser updates, disabling browser extensions, or contacting technical support.

For further assistance, please contact SuperSync Technical Support at SuperSync@Netgain.tech.


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