Email Submission add-in not visible after setup

Products

• Email Security.cloud
• Email Threat Detection and Response

Issue/Introduction

One or more users are reporting that the Outlook email submission add-in is not visible under the Outlook Ribbon.

Environment

• Email Security.cloud
• Outlook, 2013, 2016, OWA

Cause

• The email submission add-in has not been enabled for all users or the individual user
• The Exchange Web Services is not configured correctly

 

Resolution

Ensure to enable the add-in for ALL users in Exchange Admin Center

The steps below apply to Office 365 Exchange Online, Exchange Server 2013, Exchange Server 2016

1. Log in to Exchange Admin Center on-prem or Exchange Admin center in Office 365 Console.
2. Click on Organization > Add-ins.
3. Make sure that Symantec Email Submission is on the list of add-ins.
4. To enable users to use the add-in, select Make this add-in available to users in your organization check box.

• Optional, enabled by default. Use this setting if you want to allow your users to turn off the add-in.
• Optional, disabled by default. Use this setting if you want to allow your users to turn on the add-in.
• Mandatory, always enabled. Users can’t disable this add-in. Use this setting if you don’t want your users to turn off the add-in.

If the add-in is not visible on the list of add-ins, see Install Outlook Email Submission Add-in.
 

Check that the add-in is enabled for the user

The following steps apply to Outlook 2013, Outlook 2016, OWA.

1. Open Outlook
2. Click on File > Manage add-ins
3. Make sure that Symantec Email Submission is on the list of add-ins and has a check mark under "Turned on" field.

If the add-in is not visible on the list of add-ins, see Install Outlook Email Submission Add-in.
 

Additional checks for On-Premise Exchange environments:

1. Make sure that “OAuthAuthentication” is enabled for EWS (Exchange Web Services) virtual directory.  It can be verified by running the following command in Exchange Management Shell:

#>Get-WebServicesVirtualDirectory -Identity "EWS (Default Web Site)" | Select OAuthAuthentication | fl

Expected Output:

OAuthAuthentication : True 

The option OAuthAuthentication is enabled by default. For more information about enabling this option, see Set-WebServicesVirtualDirectory.                     

2. Make sure that EWS Access is enabled for the users who are going to use the add-in. The following command can obtain the EWS related configuration:

#>Get-OrganizationConfig | Select EWS* | fl

By default, EWS is enabled for all users. The expected output for the default configuration is:

EwsAllowEntourage:
EwsAllowList:
EwsAllowMacOutlook :
EwsAllowOutlook:
EwsApplicationAccessPolicy :
EwsBlockList:
EwsEnabled : True

For more information about allowing EWS Access to users, see Controlling client application access to EWS in Exchange.

3. Ensure the digital certificates used in EWS are signed by a Certificate Authority (CA) and not self-signed certificates (Certificates signed by the same entity whose identity it certifies).