Troubleshooting the Seclore Outlook Add-in

What you need to know
For Windows devices
For Mac devices

What you need to know

Are you experiencing issues with the Seclore Outlook add-in?
You can use this guide to troubleshoot the most common issues reported by users and administrators on Windows and Mac.
The Seclore Outlook add-in lets you view, classify, and protect emails directly from Outlook. It works together with the Seclore Desktop Agent, also known as the Unified Agent or Desktop Client, installed on your computer. The Policy Server stores your classification labels and protection rights.
End users can follow the recommended steps to try resolving an issue before raising a support ticket. Admins and helpdesk teams can review the underlying cause and apply the appropriate fix across the fleet instead of troubleshooting each machine individually.

Let us now look at the common Seclore Outlook add-in issues and the steps you can take to resolve them.

Select your operating system using one of the toggles below.

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For Windows devices

Here are the common issues users might face on Windows devices and how to troubleshoot them:

1. The add-in update is not showing

Have you been told that the add-in was updated, but Outlook still shows the old buttons, labels, or features?

Outlook may be using an older saved copy of the add-in. Clearing this saved copy can help Outlook load the latest version.

Try the following steps:

Close Outlook completely. Open Task Manager and confirm that no OUTLOOK.EXE process is running.
Open File Explorer and enter %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\ in the address bar.
Delete everything inside the Wef folder. Do not delete the folder itself.
If you use the new Outlook for Windows, ask your helpdesk for assistance with clearing the browser cache.
Reopen Outlook and wait for the add-in to load.

If you still do not see the update, contact your helpdesk.

For admins:
Before publishing an update, confirm that the new add-in version is published and that the manifest version has been updated. Verify that the %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\ cache path matches the Outlook builds used by your organization. If the new Outlook for Windows is in scope, confirm that the browser cache-clearing method applies to your users.

2. The add-in cannot connect to the Seclore Desktop Agent

Do Protect or Classify actions fail, keep loading, or show a connection error? Are your labels missing, with no permission prompt appearing?

Your browser may be blocking the connection between Outlook and the Seclore Desktop Agent on your computer.

Try the following steps:

Check with your helpdesk that you are using the latest recommended version of the Seclore Desktop Agent.
If you see a prompt asking for local network access, select Allow.
As a temporary workaround, open Outlook using the desktop application instead of Outlook on the web or the new Outlook in a browser.

If the issue continues, contact your helpdesk.

For admins:
Confirm the minimum Seclore Desktop Agent version required for this issue and whether the fix has been released. Also confirm the correct Chrome or Edge policy for allowing local network access, if your organization uses browser policies.

3. No classification labels are available

Is the label list empty, disabled, or showing that no labels are available?

Your labels are assigned by your organization. They are not managed from the Outlook add-in. Labels may not appear if your account has not been assigned a label policy or if the Desktop Agent could not download your settings.

Try the following steps:

Sign out of Outlook and sign in again, or restart Outlook.
Check that the Seclore Desktop Agent is running on your computer.
If the labels are still missing, contact your admin or helpdesk. They may need to check your label assignment and connection to the Policy Server.

For Admins:
Confirm the current name and location of the Desktop Agent preferences file for your product version. Also verify the correct steps for assigning a label policy to a user or group in the Policy Server or DAC console.

4. A certificate warning is displayed

Do you see a certificate warning when the Seclore Desktop Agent starts? Do Protect, Classify, or label actions show a security or connection error?

The connection between the add-in and the Seclore Desktop Agent may not be trusted by Windows.

Try the following steps:

Note the complete certificate or connection error message.
Take note of the website or server name shown in the message.
Do not bypass the warning or turn off certificate checking.
Share the error details with your admin or helpdesk.

Your admin or helpdesk will check the certificate and apply the required fix.

For admins:
Confirm whether your deployment uses a certificate for the local Desktop Agent, the Policy Server, or both. Verify the certificate store names and the standard process used to deploy certificates through Group Policy or endpoint-management tools.\

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For Mac devices

Here are the common issues users might face on Mac devices and how to troubleshoot them:

1. The add-in update is not showing

Have you been told that the add-in was updated, but Outlook for Mac still shows the old buttons, labels, or behavior?

Outlook for Mac may be using an older saved copy of the add-in. Clearing the web cache can help Outlook load the latest version.

Try the following steps:

Quit Outlook completely by pressing Cmd+Q. Open Activity Monitor and confirm that no related Outlook process is still running.
Open the add-in task pane, select the … menu at the top, and choose Clear Web Cache. Then close and reopen the task pane.
If that option is not available or does not resolve the issue, quit Outlook and open Finder. Press Cmd+Shift+G and check these locations:

~/Library/Containers/com.Microsoft.OsfWebHost/Data/
~/Library/Containers/com.microsoft.Outlook/Data/Documents/wef

If these folders are not available, also check:

~/Library/Containers/com.microsoft.Outlook/Data/Library/Caches/
~/Library/Containers/com.microsoft.Outlook/Data/Library/Application Support/Microsoft/Office/16.0/Wef/

Reopen Outlook and wait for the add-in to load.

If you still do not see the update, contact your helpdesk.

For admins:
Confirm that the new version was deployed centrally before troubleshooting an individual Mac. Verify the cache folder names against the supported Outlook for Mac build, because the paths may differ between classic Outlook for Mac and the new Outlook for Mac. For a fleet-wide refresh, use Jamf or Intune rather than asking users to clear the cache manually.

2. The add-in cannot connect to the Seclore Desktop Agent

Do Protect or Classify actions fail or keep loading, with no local network permission prompt appearing?

Your browser may be blocking the connection between Outlook and the Seclore Desktop Agent. This issue can affect Mac devices when the add-in runs in a Chromium-based browser such as Chrome.

Try the following steps:

Check with your helpdesk that you are using the latest recommended version of the Seclore Desktop Agent for Mac.
If your browser asks for local network access, select Allow.
As a temporary workaround, open Outlook using the desktop application instead of Outlook on the web in Chrome.

If the issue continues, contact your helpdesk.

For admins:
Confirm whether the Mac Desktop Agent build that addresses this issue is the same as the Windows build or a separate release. Also confirm the managed-preference key required to push Chrome's local network access policy through Jamf or Intune.

3. No classification labels are available

Is the label list empty or showing that no labels are available?

Your labels are assigned by your organization. They are not managed from the Outlook add-in. Labels may not appear if your account has not been assigned a label policy or if the Mac Desktop Agent could not download your settings.

Try the following steps:

Sign out of Outlook and sign in again, or restart Outlook.
Check the Seclore icon in the Mac menu bar and confirm that the Policy Server address is correct and reachable.
If the labels are still missing, contact your admin or helpdesk.

For admins:
Confirm the exact preferences file path and name used by the current Mac Desktop Agent. Verify the steps for assigning a label policy to a user or group in the Policy Server or DAC console, and confirm that managed Mac users have permission to update the agent's application support files.

4. A certificate warning is displayed

Do you see a certificate warning when the Seclore Desktop Agent starts? Do the add-in or other Office apps show a certificate or secure-connection error?

The connection between the add-in and the Seclore Desktop Agent may not be trusted by macOS. Certificate trust on Mac is managed through Keychain Access.

Try the following steps:

Note the complete certificate error and the website or server name shown in the message.
Do not manually trust an unfamiliar certificate or bypass the warning.
Share the error details with your admin or helpdesk.

Your admin or helpdesk will check the certificate and apply the required fix.

For admins:
Confirm the certificate deployment process used by your Mac fleet, including the Keychain Access location and the MDM configuration profile used through Jamf or Intune. Also confirm whether the Mac Desktop Agent uses a self-signed certificate on its local endpoint, the Policy Server's certificate chain, or both.

For more help, write to support@seclore.com