> ## Documentation Index
> Fetch the complete documentation index at: https://help.draftable.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: Outlook Add-in

> Solutions for common Draftable Clean Outlook add-in issues — deployment, manifest validation, cleaning failures, updates, cache clearing, and removal.

This guide covers common issues when deploying and using the Draftable Clean Outlook add-in. For installation steps, see [Installing Draftable Clean Outlook Add-in](/hc/en-us/Draftable-Clean-articles/Installing-Draftable-Clean-Outlook-Add-in). For cleaning behavior (password-protected files, unsupported formats, tracked changes), see [Troubleshooting: Cleaning issues](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Cleaning-Issues).

<AccordionGroup>
  <Accordion title="Add-in not appearing for users?">
    * 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
  </Accordion>

  <Accordion title="Manifest validation failed?">
    * Ensure you downloaded the complete manifest 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
  </Accordion>

  <Accordion title="Add-in opens but does not clean files?">
    * 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 pinned and kept open for files to be cleaned
  </Accordion>

  <Accordion title="Need to update to a new version?">
    * Download the latest manifest file from the [Draftable Office Deployment Guide](https://dl.draftable.com/addins/office-deployment-guide.html#addin-metadata)
    * 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 provide the new manifest file
    * The updated version will roll out to users automatically
    * Users may need to restart Outlook to see the update
  </Accordion>

  <Accordion title="Need to clear a cached version of the add-in?">
    * In the Draftable Clean desktop application, go to **Settings > Troubleshooting**
    * Click **Clear add-in cache**
    * Restart Outlook for the change to take effect

    See [Troubleshooting: Diagnostic logs and support](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Diagnostic-Logs-and-Support#clearing-the-add-in-cache) for more detail.
  </Accordion>

  <Accordion title="Remove or uninstall the add-in?">
    * 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
  </Accordion>
</AccordionGroup>

## Need help?

If you experience issues not covered above, export your [diagnostic logs](/hc/en-us/Draftable-Clean-articles/Troubleshooting-Diagnostic-Logs-and-Support) and contact the Draftable team at [support@draftable.com](mailto:support@draftable.com).