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Add-In Troubleshooting: Icon Grayed Out or No Icon Displayed

This article is archived, and the information provided may be outdated.

 

RG Email Sidebar Icon Grayed Out

This issue concerns the Desktop implementation of RG Email Sidebar for Salesforce in MS Outlook for Windows. It manifests as RGES icons in MS Outlook ribbon being replaced by a grayed-out icon:

 

The issue is caused by an error in your system’s proxy auto-configuration script or custom proxy settings. It occurs when WPAD (Web Proxy Autodiscovery Protocol) is configured but cannot be resolved by the Add-In.

Steps to resolve the issue:

  1. Find RGES log files following this instruction

  2. Read whether the General log contains the following repetitive error

[ERROR] [connector_site]: [11:08:41.292001],<T6064>,{first chance exception}: class http::basic_error: Unable to find appropriate proxy for https://sfdc-live-desktop-invisible.azurewebsites.net/Desktop/GetUpdateInfo?Emails=******&ExplicitDomainName=&ProductVersion=1.101.0.0&PackageVersion= The proxy auto-configuration script could not be downloaded

  1. Check with the local IT Admin if there are custom proxy settings used on your system

  2. Open Windows Settings > select Internet Options > Connections tab > LAN Settings

  1. Make sure that that both boxes are cleared under “Automatic configuration”

  2. Restart MS Outlook and see if the icons are displayed properly now

If that does not help, send the Add-In’s logs to our Support team for further investigation.

RG Email Sidebar Icon is not Displayed in the Ribbon

If you installed RGES Add-In successfully and its icons cannot be found in MS Outlook Desktop ribbon, but it is available in MS Outlook on the Web, then you probably activated MS Outlook Work offline mode.

To resolve the issue, please switch MS Outlook back to Online mode and see if the RGES icons appear in the ribbon.

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