Phish Alert Button (PAB) Showing but not working in Outlook 2016
Megválaszolt
Currently working with the Tech engineer but has yet to respond back yet. Has anyone ran into this issue?
We are you using Outlook 2016. The button is showing but when clicked, nothing happens. If you look in the first and second pictures, there are hyphens where "knowbe4" information should be showing. This is happening to all of my users for some months now. We thought adding the addin using the Exch.xml would work instead of using the MSI, but Still doesn't work. I've been on and off with this issue for months and I need some kind of resolution.
Things I've tried
-Changing loading behavior in registry HKLM\SOFTWARE\\Microsoft\Office\Outlook\Add-ins
-reinstalling office/outlook
-reinstalling button (no matter what version, new or old, doesn't work)
-making sure office is up to date.
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Hivatalos hozzászólás
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!
Hozzászólás-műveletek -
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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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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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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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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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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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.
- Close all Microsoft applications
- Download and run netfxrepairtool from Microsoft
- Relaunch Outlook and the PAB button should now be working
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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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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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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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FIX FOUND - Make these changes or add these keys to the registry (below is the Microsoft article)
The issue is with MS Office "Privacy settings" and the use of "Optional connected experiences"
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[HKEY_CURRENT_USER\Software\Policies\Microsoft\office\16.0\common\privacy]
"disconnectedstate"=dword:00000001
"usercontentdisabled"=dword:00000001
"downloadcontentdisabled"=dword:00000001
"controllerconnectedservicesenabled"=dword:00000001[HKEY_CURRENT_USER\Software\Policies\Microsoft\office\common\clienttelemetry]
"sendtelemetry"=dword:00000002---------------------------------------------------------------------------------------------------------------------
Link to article:
https://learn.microsoft.com/en-us/deployoffice/privacy/manage-privacy-controls
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