Riva Insight: Icon Appears "Greyed Out" in Outlook Ribbon

Rawan Maarouf
Rawan Maarouf
  • Updated

Applies to Riva Insight.

Issue

The Riva Insight icon and other Outlook Web Add-ins appear "greyed out" on the Microsoft Outlook ribbon. 

Causes

  1. Non-Delivery Reports (NDR) and other error or notification type messages do not support Outlook Web Add-ins.
  2. The reading pane in Outlook has been turned off.
    • If Outlook for PC or Outlook for Mac has the Reading Pane turned off or hidden, it is expected that the Insight add-in, along with other Outlook add-ins that interact with emails or meetings, would appear grayed out. 

Solution 

  1. Outlook Web add-ins require the Reading Pane. Ensure that the Reading Pane is activated in Outlook settings to enable the Insight add-in and other add-ins that interact with emails or meetings. 
    • In the "View" ribbon bar, under "Reading Page", select ensure "Off" is not selected.
  2. Ensure that a valid email or meeting invitation is selected.