Troubleshooting Outlook Add-in Issues

If you are experiencing issues with the Send It Secure Protected Trust Outlook Add-in, this article will walk you through troubleshooting the Outlook Add-in.  

Hint:  Remember you can always go to https://app.protectedtrust.com and sign into the Send It Secure Web App to view protected messages in your Inbox or Compose and Send a protected message.  This gives you access to your secure messages and allows you to send secure message(s) while you are troubleshooting the Outlook Add-in.

Steps to Troubleshoot the Outlook Add-in

  1. Open the Outlook Desktop App
  2. If you have a File tab on the top menu bar, continue to Step 3.  If you do not have a File tab on your top menu, you most likely do not have the Outlook(new), Please get the new Send It Secure Outlook Add-in from Downloads - Send It Secure
  3. Select the Home Tab, the Protected Trust Icon should be visible on the Home ribbon * Note:  If the Protected Trust Icon is not visible see Troubleshooting: Outlook Add-in Disabled
  4. From the Protected Trust drop menu, select Options
  5. On the Protected Trust Options page, you can find Your version: #.#.#.#  this is the version currently installed on your device
    Confirm you are using version 5.3.0.78 or higher, if not, please see Outlook Add-in Upgrade for details on how to update*Note: If you have questions about versions, please see Outlook Add-in Versions
  6. On the Protected Trust Advanced Options page
    - Click on the  Advanced Options link in the bottom left corner,
    - Then click the on the  Support tab
    - Next click Perform Outlook diagnostics in the Advanced Support section
  7. The Network Diagnostics will open and run automatically
    8. Note: A green check mark indicates a successful connectivity test. If any of your connections fail, see Network Diagnostics Tool from Outlook

  8. Close the Network Diagnostics dialog 
  9. Send Diagnostics Log for Outlook Add-in - Send It Secure - Help Center