Outlook Plugin - Buttons won't work

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  • Updated 2 months ago
We're new to ShareFile and we just downloaded the outlook plug in for each computer in our office, but the buttons are greyed out on only one of the computers. We tried removing and reinstalling, restarting the computer, making sure in tools/options/trust centre/add-ins that it is "active". I don't know what else to try, nor why only one computer is having problems. We are all using Outlook 2007.  Any suggestions? Thanks in advance.
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Ashley

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Posted 3 years ago

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Chris Anderson, Product Manager

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Hi Ashley,

Can you provide of screen shot of exactly which pieces of the Plugin are greyed out?

Thanks,
Chris Anderson
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Ashley

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It's not my computer that isn't working, so I'll get my co-worker to send me a screenshot when he's back from lunch. However, it's the convert attachments/attach files/request files buttons within the compose an email screen. In the main email screen the ShareFile Options button does work though. He can add/remove buttons from that screen.
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Ashley

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Chris Anderson, Product Manager

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This typically happens if users do not have access to their own "File Box", which is a ShareFile permission. For the user having the issue, can you have them email support@sharefile.com to see if thats the issue. You can also check within your account, if you have the ability to "manage users." If so, you would see "manage users" in the upper left hand of your account, search for their name, select the user and on the left hand side of their permission page see if "use personal file box" is checked.
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Ashley

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I did log in, and his shows he has access to his file box, just like the rest of us.
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Chris Anderson, Product Manager

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Okay, do you mind reaching out to support@sharefile.com, it will possibly take a screenshare to try and determine exactly what is going wrong.
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Ashley

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Not at all, thanks for your help!
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Lokitha, Knowledge Services Specialist

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Hi Folks!

If you are unable to send files using ShareFile Outlook plugin, first make sure that your password is working by logging into yourdomain.sharefile.com.

For further instructions and more recommendations, refer to CTX223587 - ShareFile Outlook Plugin - Unable to Attach or Send Files, Icon Grayed Out

You might also want to check out our updated password requirements policy too: CTX240122 - Latest ShareFile Password Reset Frequency, Requirements and Policy