--- title: Troubleshooting slug: sidebar-outlook/troubleshooting docTags: createdAt: 2026-06-17T22:37:20.029Z --- In this page you will find common issues and how to solve them. For support, email us at [support@unaric.com](mailto\:support@unaric.com). ## App issues :::ExpandableHeading ### Connector icon is greyed-out If the connector icon is greyed out, this is an Outlook issue we cannot resolve and you might need to report it to Microsoft. However, you can try these fixes: - **Enable optional connected experiences** 1. Open Outlook and click **File** in the top left. 2. Choose **Options** and click **General** (or go to **Trust Center** > **Trust Center Settings** > **Privacy Options**). 3. Click **Privacy Settings**. 4. Check the box for **Enable optional connected experiences**. 5. Restart Outlook. - **Check Disabled Items** 1. Go to **File** > **Options** > **Add-ins**. 2. At the bottom, change the *Manage* dropdown to **Disabled Items **and click **Go.** 3. Re-enable your add-in if it is listed. - **Verify account type:** The **Get Add-ins** feature requires an Exchange-based account and may not work with basic IMAP or POP accounts (like personal Gmail setups). - **Select an Email:** Our connector icon will stay greyed out until you actively open or select an email in your reading pane, so please ensure an email has been selected before attempting to open. ::: ::::ExpandableHeading ### Blank screen is displayed Occasionally, the connection to your data source can be lost and details do not appear in the sidebar or errors are displayed.  When this occurs, refresh the connector by clicking on the **Refresh** button (:FontAwesome[]{icon="fa-solid fa-arrow-rotate-left"} icon) at the bottom of the connector window. If refreshing does not resolve the issue, logout of the connector by clicking the **Logout** button (:FontAwesome[]{icon="fa-solid fa-arrow-right-from-bracket"} icon).  You will then need to log back into your data source using the onscreen instructions to re-establish a link to your data source. :::hint{type="info"} If Unaric Sidebar service is temporarily unavailable, the app won't load until it's back. Automatic Sync then resumes from where it left off, so no emails or events are missed. ::: :::: ## Billing issues ::::ExpandableHeading ### Error during purchase In case you encounter a*Technical error occurred, request cannot be completed message *while purchasing Unaric Sidebar from the licensing page, try the following. 1. Open the Unaric Sidebar by clicking on the connector icon. 2. Click the **Buy Now** button. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/ggmjvo4doxAWp15p81JM5_px3upg9w4raar6xbu59p-243174432.png" size="48" width="309" height="268" darkWidth="309" darkHeight="268" position="center" showCaption="false"} 3. When the billing page popup appears right click and select **Reload**. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/23FBNr4kMMu7jryAEnW69_f2w861bmunbzx7wviwn0p-243173980.png" size="38" width="721" height="505" position="center" darkWidth="721" darkHeight="505" showCaption="false"} 4. Completely fill-up the required fields, enter credit card details and click the **Purchase Unlimited **button. :::hint{type="warning"} For inquiries regarding billing, refunds, or cancellations, contact our accounting team at [accounting@ienterprises.com](mailto\:accounting@ienterprises.com). ::: :::: ## CRM integration issues :::ExpandableHeading ### HubSpot "*You need the App Marketplace access permission set to install this app" *error message This error occurs when your HubSpot user profile does not have permission to install applications from the HubSpot App Marketplace. If your profile does not allow third-party apps installations (such as Unaric Sidebar), HubSpot blocks the connector before it can be enabled. This restriction is controlled entirely within your HubSpot instance and is not managed by Unaric. To fix it, a **HubSpot administrator** must update your permissions. Ask your HubSpot administrator to: 1. Open **HubSpot Settings.** 2. Go to **Users & Teams.** 3. Select your user account. 4. Enable permission to **install apps from the App Marketplace** (third-party apps). Once the permission is granted, you can return to the connector setup and complete the installation. If you continue to see the error after your permissions are updated: - Ask your HubSpot administrator to confirm the changes were saved. - Log out of HubSpot and sign in again. - Retry the connector installation. If the problem remains, contact Unaric Sidebar support at [support@unaric.com](mailto\:support@unaric.com) and include: - A screenshot of the error message. - Confirmation that App Marketplace permissions are enabled for your user. ::: :::::ExpandableHeading ### Zoho *"invalid\_code* / *Crm\_Implied\_Api\_Access" *error You may see one of the following messages during Zoho CRM authentication: - ***invalid\_code*** - ***permission denied – permissions: Crm\_Implied\_Api\_Access*** This error indicates that your Zoho CRM login was **successful**, but your Zoho environment does **not have REST API access enabled** for your user or organization. The Unaric CRM connector relies on Zoho REST APIs to: - Read CRM modules and fields - Upload and sync data - Perform authentication-related requests If REST API access is disabled or restricted, Zoho blocks the connection and returns this error. This configuration is controlled entirely within **Zoho CRM** and cannot be changed from Unaric. You may encounter this error when you: - Connect Zoho CRM to Unaric Sidebar - Authenticate successfully but fail during authorization - Switch Zoho data centers (for example, .com, .eu, .com.au) - Attempt to reconnect an existing Zoho integration To fix this issue: ::::WorkflowBlock :::WorkflowBlockItem **Confirm the correct Zoho data center** 1. Log in to Zoho CRM in your browser. 2. Check the domain in the address bar after https\://www\.zoho. Examples: - .com - .eu - .com.au - .com.ca 3. In Unaric Sidebar, select a data center that matches your Zoho CRM domain**.** 4. Retry the connection. If this hasn't solve the issue, continue with the steps below. ::: :::WorkflowBlockItem **Enable REST API access in Zoho CRM** Ask your Zoho administrator to enable REST API access to your Zoho CRM user profile. For more information, see [Managing Profile Permissions](https://help.zoho.com/portal/en/kb/crm/security-control/profile-management/articles/manage-profile-permissions#Extension_Permissions). ::: :::: ### If the issue persists If you still see this error after confirming the data center and enabling REST APIs: - Ask your Zoho administrator to verify that permissions apply to your specific user. - Log out of Zoho CRM and sign in again. - Retry the connector setup. If the issue continues, contact **Unaric Support** at [support@unaric.com ](mailto\:support@unaric.com)and include: - The exact error message displayed. - Your Zoho data center domain. - Confirmation that REST API access is enabled. - Screenshots of the connector setup flow. ::::: ::::ExpandableHeading ### Salesforce* "OAUTH\_APP\_BLOCKED* " error You may see the following message during Salesforce authentication: :::BlockQuote **OAUTH\_APP\_BLOCKED** *Error authorizing token: OAUTH\_APP\_BLOCKED* *Please contact your Salesforce administrator to unblock the connected app “iEnterprises” in Salesforce Setup → Manage Connected Apps.* ::: This error indicates that the Salesforce connected app used by Unaric Sidebar Salesforce Connector is blocked at the organization level. Salesforce prevents the connector from completing OAuth authorization because the connected app (**iEnterprises**) is not allowed for your organization or user profile. This restriction is enforced by Salesforce security policies. This configuration is managed entirely within **Salesforce Setup** and cannot be changed from Unaric. To fix this issue, a **Salesforce administrator** must unblock the connected app. Ask your Salesforce administrator to unblock the app and retry connecting to Salesforce with Unaric Sidebar. If the error continues after the app is unblocked: - Ask your administrator to confirm the app is enabled for your specific user profile. - Log out of Salesforce and sign in again. - Retry the connector setup from the beginning. If the issue still persists, contact Unaric Sidebar support at [support@unaric.com](mailto\:support@unaric.com) and include: - A screenshot of the error message - Confirmation that the **iEnterprises** connected app is unblocked - Your Salesforce instance URL :::: :::::ExpandableHeading ### Dynamics 365 *Token.Refresh.Failure* error This error message might appear after clicking **Continue** when attempting to connect to your Dynamics 365 instance. It indicates that the OAuth access or refresh token used to authenticate with Dynamics 365 is no longer valid. This can be due security or account changes in your Microsoft environment. This behavior is controlled by **Dynamics 365 / Microsoft identity settings**, not by Unaric. To fix this issue: ::::WorkflowBlock :::WorkflowBlockItem **Reload Unaric Sidebar connection** In some cases, a simple reload resolves temporary token issues. 1. Right-click inside the connector window. 2. Select **Reload **:FontAwesome[]{icon="fa-solid fa-arrow-rotate-right"} . 3. Retry the connection. ::: :::WorkflowBlockItem **Re-authenticate with Dynamics 365** To do this, you need to force the connector to request a new access and refresh token. 1. Close the Outlook add-in. 2. Reopen the connector. 3. Enter your **Dynamics 365 URL.** 4. Complete the login flow again. ::: :::WorkflowBlockItem **Check with your Dynamics 365 administrator** If the error persists, ask your administrator to verify that: - OAuth2 authentication is enabled. - Your user account is allowed to authenticate via third-party applications. - The connector’s app registration has not been blocked or revoked. - No recent security or conditional access policy changes affect token refresh. ::: :::: If the error continues, contact **Unaric Support** at [support@unaric.com ](mailto\:support@unaric.com)and include: :::Paragraph{listStyleType="disc" indent="2"} A screenshot of the error ::: :::Paragraph{listStyleType="disc" indent="2"} Confirmation that re-authentication was attempted ::: :::Paragraph{listStyleType="disc" indent="2"} Your Dynamics 365 URL ::: :::Paragraph{listStyleType="disc" indent="2"} Specify whether MFA or conditional access is enabled ::: :::::