Phish Alert Button (PAB) Showing but not working in Outlook 2016

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    James Rendon (Muokattu )

    Hi Eric!

     I see that you have a ticket open with one of our technicians on this issue and have set up a call to assist in your troubleshooting! Our support team looks forward to helping you as they will be best capable to you on this one

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    Shane Stenhjem

    Was this issue resolved? I have one user out of 80 that has the button that does not do anything when clicked. 

    Shane

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    Douglas Freeman (Muokattu )

    Hi Shane, 

    It looks like you are currently troubleshooting with one of our advanced support technicians. Working with them is going to be the best way to keep track of this one to make sure that your user gets the PAB integration. We'll keep an eye on the progress of the ticket to make sure that your issue is resolved to the best of our ability

    We appreciate the follow up here! 

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    Dukeana Touchton

    I have the same issue. PAB works for all but one user. I've tried same as Eric above. How do I open a ticket?

     

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    Donna Vereen

    I am having the same issue with 2  users, Outlook 16, Windows10.  Please post the resolution. Thanks!

     

    Donna V.

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    Douglas Freeman

    Hello Dukeana and Donna, 

    Thank you for posting on our community board! 

    Dukeana, we have several ways to open a ticket with us you can email us here support@knowbe4.com.
    Or feel free to give us a call at 855-815-9494 Available on weekdays from 6 a.m. - 9 p.m. (Eastern). I can always open a ticket on your behalf as well just let me know if that is something you'd like me to do!

    Donna, the solution may be something that we can post but may be specific to your environment. I always recommend opening a support ticket with one of our technicians to have a closer look at your specific environment with the PAB. 

    If you'd like feel free to use any of the methods above to open a ticket or just let me know and I'll be glad to get that done for you! 

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    Carl Jessop

    @Eric Johnson - Hi. Hope you are well. We have a very similar issue on our side, especially with newer versions of Outlook 365 (Click to Run). Can I ask, is your issue affected on both x86 and x64 versions of the installer/PAB? Thank you

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    Shane Loken (Muokattu )

    Hello,

    Is there a direct fix for this in the Knowledge Base or somewhere online that I can find? I have put 2 tickets in and I am not receiving a fix. We have 5-6 users that have the button but it doesn't work. Just like the person who started this I have tried every single troubleshooting step they mentioned. 

    Thanks

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    Douglas Freeman

    Hey Shane, 

    Thank you for contributing to the community board. I'm sorry you're having trouble It's difficult to say if there is a direct "fix" for the MSI PAB. In my experience, these items end up being machine level errors that need to be mitigated at that level so we would more than likely need support to take a look into what could be causing the issue. 

    If you have a support ticket or have had support items and this is not resolved I would reach out to your customer success manager. They would be the best person to have a conversation with our support team to see if we can get this resolved for you once and for all. 

    I do again apologize that you're having this issue and would love to work with your CSM to get this working for you as needed.  

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    Rparkins

    Hello,

     

    We are also experiencing this issue with 2-3 users; what steps should I take for assistance?

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    Douglas Freeman

    Hello!

    No additional steps needed here, I've created you a support ticket and a technician should be reaching out to you shortly! 

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    Gary Martin

    Same here, 2 users that have "greyed out" PhishER buttons that do nothing when pushed.  Everyone else is working fine.

    Please start a ticket for me? Thanks.

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    Walter Nelson

    Hi Gary,

    No problem. I have gone ahead and created a support ticket for you. A technician will be reaching out to you soon. If you have issues in the future you can always open a support ticket using this link.

    https://support.knowbe4.com/hc/en-us/requests/new

     

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    Derek Wolf

    I have ran into this issue myself and KnowBe4 could not find what was causing the issue even with all the logs that they requested.   I did find a work around on my own for it but the issue did come back for some users.  This issue was not totally resolved for us until we upgraded from Office 2010 to Office 365.  Anyway, I temporally resolved the issue where the Phishing button had the "-" under it and not the knowbe4 name or was grayed out.  Steps listed below.

    1. Close all Microsoft applications
    2. Download and run netfxrepairtool from Microsoft
    3. Relaunch Outlook and the PAB button should now be working
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    Kathy Casey

    I have tried everything with one user that has Office 2019. The add-in  keeps disabling in Outlook.  Nothing seems works. 

    I have reinstall Office, reinstalled PAB, changed registry settings and did Outlook profile over and still doesn't work.  

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    Christian Nostrom

    Hello Kathy,

    I apologize for the trouble you are having with the installation of PAB for one of your users.  I was just getting ready to open a ticket on your behalf but noticed you have already done that. 

    I see you are currently working with one of our Core Support Representatives.  I’ll be sure to reach out to her internally with additional recommendations to help resolve this issue for you. 

    Thanks,

    Christian

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    Rod Meinholtz

    I have tried Repairing Office 2016 and I have tried the NetFXRepair tool , Still nothing is working and the PAB is greyed out  ? Any other suggestions ? 

    Thanks

     

    Rod 

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    Kelsey Leonard

    Hello Rod,

    Sorry to hear this did not help. Resolutions for PAB being greyed out can be caused by various reasons. For further assistance, it would be great to work with our support team!

    I was about to create a Tech Support ticket for you when I noticed you've already got one created. One of our Tech Support Coordinators has reached out to get some more clarifying information from you when you have a moment. Have a great day!

    Cheers,

    Kelsey Leonard

    KnowBe4

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    Nate Bush

    We just ran into this. The solution for us was related to the view in Outlook. If you don't have the Reading Pane on in your view, the Phish Alert button was greyed out. Opening the email in a new window (or having Reading Pane on) would let you see the button and press it.

    Maybe not the solution for everyone here but worked for us.

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    Alysia Maxwell

    Hey Nate, 

    Thank you for providing that feedback to our community board. This information is sure to help someone! 

    Warm regards, 

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