SSEO - Error: Invalid Callback Token

When using the SuperSync Email add-in in Outlook 365, you may encounter an "Invalid Callback Token" error, particularly when attempting to retrieve attachments. This issue generally arises due to problems in the authentication process between Outlook and the SuperSync Email add-in, which prevents the add-in from obtaining the necessary tokens to authorize the retrieval of attachments.

Understanding the Issue

The "Invalid Callback Token" error occurs when the authentication token—used to verify the user's identity and the validity of their request—is either expired, corrupted, or improperly configured. Without a valid token, the SuperSync Email add-in cannot perform actions like fetching email attachments, disrupting your workflow.

Common Causes

  • Expired or Invalid Token: Authentication tokens are time-sensitive. If the token has expired or becomes invalid due to a session timeout, the add-in won't be able to access the attachments.

  • Connectivity Issues: Network problems or temporary disruptions in communication between Outlook and the SuperSync Email add-in’s servers can lead to an invalid token error.

  • Corrupted Token: Occasionally, tokens can become corrupted during transmission, rendering them unusable by the add-in.

Troubleshooting Steps

If you encounter this error while trying to retrieve attachments using the SuperSync Email add-in, here are some steps you can take to resolve it:

  1. Restart Your Outlook Client: Restarting the Outlook application can often resolve the issue by initiating a new session and refreshing the tokens.

  2. Restart Your Computer: A full system restart can help clear any lingering session data that might be contributing to the issue.

  3. Use Outlook.com: If the problem persists in the Outlook client, try accessing your account via Outlook.com. This can help determine if the issue is specific to the desktop client.

  4. Disable Attachments in SuperSync Email Settings: Navigate to the settings of the SuperSync Email add-in and try disabling the attachment handling feature. This can sometimes bypass the issue if it is specifically related to attachment retrieval.

  5. Verify Network Connectivity: Ensure your internet connection is stable and that there are no disruptions that could interfere with communication between Outlook and the SuperSync Email add-in's servers.

When to Contact Support

If the problem persists after trying these troubleshooting steps, please reach out to supersync@netgain.tech for additional help.


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