Agent in Critical State with "Outlook addin not deployed" even though the Mailbox has the Addin added

Products

• Data Loss Prevention Endpoint Prevent
• Data Loss Prevention

Issue/Introduction

You verify that the "Symantec Outlook Add-in" has been added in the "Get Add-ins" area of the Outlook client. However, the Agent Overview page shows the Agent in "Critical" status with an alert stating "Outlook addin not deployed."

Environment

DLP 15.8 Agent and above

MacOS

O365 - Outlook

Cause

This can be due to either other Outlook users on that machine that do not have the Add-in deployed, or it could be due to stale cache entries for users on the machine.

Resolution

Ensure that all outlook users on the Machine have the Add-in deployed.

Remove any stale cache entries:

• Outlook Profile Cache is located at the following path:
  • ~Users/<username>/Library/Containers/com.microsoft.Outlook/Data/Library/Application Support/Microsoft/Office/16.0/Wef/{unique string}
• Within each profile directory, go into the "Manifests" directory and look for a file that starts with "e9c6bb9..."
  • The existence of this file means that the Add-in is present for this cached profile
  • Example: 
    
  • The other profile on this machine does not have the file:
    
• Delete the Cached profile that does not have the file for the Add-in manifest. In this example you would deleted the directory starting with +WbDroU 
  • If it is an active user, the cache will be rebuilt next time they log in