Troubleshooting: Outlook Add-in

• Wait up to 72 hours for deployment to fully propagate
• Verify users are in the correct security group (if using group-based deployment)
• Have users restart their Outlook application and machine
• Check that users have active Microsoft 365 subscriptions with Office apps
• Ensure users are signed in with their organizational account
• Verify the Draftable Clean desktop application is installed on the user’s machine

• If you are uploading the app package, upload the draftable-clean.zip file as downloaded. Do not extract it or upload the files inside it
• Ensure you downloaded the complete file without corruption
• Verify the download URL is accessible from your network (not blocked by firewall or proxy)
• Check that dl.draftable.com is not blocked by your organization’s web filter
• Try accessing the URL directly in a browser to confirm it is reachable

• Ensure the Draftable Clean desktop application is installed and licensed on the user’s machine
• The desktop application must be running for the add-in to function — it will attempt to launch it silently, but this may fail if the application is not installed
• Check that the desktop application version is compatible with the add-in version
• Verify that localhost network calls are not being blocked by corporate security tools, firewalls, or endpoint protection software — the add-in communicates with the desktop application via localhost
• In Classic Outlook, the Draftable Clean pane must be open for attachments to be cleaned. Pin the pane using the 📌 icon so it opens when you compose a message

Send-time verification isn’t enabled for this account, so Draftable Clean can’t confirm this email’s attachments before it’s sent.

• Confirm it: in Outlook on the web or New Outlook for Windows, add an attachment to an email and let it clean, then close and reopen the Draftable Clean pane. Hover over the version line at the bottom of the pane. Graph ok means the check is running. Graph off followed by a reason in brackets means it is not (Graph off (token) usually means the permissions are missing)
• Most likely cause: the add-in was deployed from a manifest URL rather than the app package. That route has no permissions step, so the permissions were never requested or granted. Remove the deployment and deploy it again from the app package
• Next most likely: the permissions were declined during deployment. Open the add-in under Integrated apps and grant them, or remove the add-in and deploy it again
• Users must be signed in to Outlook with the organizational account the add-in was deployed to. A personal Microsoft account cannot receive your organization’s permissions
• If none of these apply, export your diagnostic logs and contact support, including the full text of the version line
• The send-time check is not used in Classic Outlook, so ignore the version line there. Cleaning and Send Protection work as normal in Classic Outlook

• If the add-in could not read your organisation’s send settings, click Review to open the Draftable Clean pane, then send again
• The configured Allow, Prompt, or Block send-protection action is respected even when the pane is closed. Classic Outlook still needs the pane open for the attachment cleaning itself, so pin the pane if you send attachments regularly

• In the Draftable Clean desktop application, open Settings > Add-In
• Turn on Clean attachments in New Outlook
• When this switch is off, attachments sent from New Outlook are not cleaned and Draftable Clean does not run pre-send checks
• This switch affects New Outlook for Windows only. Classic Outlook and Outlook on the web are unaffected by the switch. New Outlook support remains in beta
• If the switch is disabled or locked, your administrator controls it through policy. Contact your administrator if you need it changed
• After changing the switch, click Check again in the add-in pane or open a new message

• Digitally signed PDFs are intentionally refused because changing a signed file would invalidate its signature
• ZIP archives and embedded emails can contain items that Draftable Clean cannot check. The Unsupported attachment types send-protection setting controls whether those items are allowed, prompt the sender, or block sending

• If Outlook refuses the cleaned copy because the email is near or over its mailbox size limit, remove some attachments and try again, or send the file separately. The original remains attached when Outlook refuses the cleaned copy
• This error does not require additional Microsoft 365 consent. For on-premises or hybrid mailboxes, the add-in keeps its existing Outlook fallback when the mailbox-size lookup is unavailable

• Open Review Attachments and wait for the cleaned replacement to finish
• Check that the add-in is 1.12.110.0 or later, which fixes duplicate copies, recipient changes, and reattached files. If it is older, ask your administrator to update it
• If an unwanted copy remains, use Delete duplicate when the pane offers it. Do not rely on the filename alone to identify which copy is clean. If the problem persists, keep the email unsent and contact support with diagnostic logs

• If your organisation deployed the latest app package or the latest manifest URL, updates within the same major version arrive automatically. Draftable will let you know if the app package needs to be uploaded again. For pinned deployments, choose a newer pinned app package or manifest from the Draftable Office Deployment Guide
• Return to Integrated apps in the Admin Center
• Find the existing Draftable Clean add-in in the list and click on it
• Look for an Update option and upload the new app package or provide the new manifest URL
• The updated version will roll out to users automatically
• Users may need to restart Outlook to see the update

• In the Draftable Clean desktop application, go to Settings > Troubleshooting
• Click Clear add-in cache
• Restart Outlook for the change to take effect

• Go to Integrated apps in the Admin Center
• Click on the Draftable Clean add-in
• Select Remove or Delete
• Confirm the removal
• The add-in will be removed from users’ Outlook within 72 hours