Merge pull request #8250 from MicrosoftDocs/add-d365-app-for-outlook-to-dataverse

AB#3996: Create "Dynamics App for Outlook authentication pop-up is blank and unable to proceed"

Author: lucciz01

support/power-platform/dataverse/d365-app-outlook/dynamics-app-for-outlook-authentication-pop-up-blank-cannot-proceed.md

@@ -0,0 +1,65 @@
+---
+title: Dynamics 365 App for Outlook Authentication Pop-Up Is Blank
+description: Solves the issue that the authentication pop-up is blank and you can't sign in to Dynamics 365 App for Outlook.
+ms.reviewer: mkelan
+ms.author: smurkute
+author: shwetamurkute
+ms.date: 02/20/2025
+ms.custom: sap:Dynamics 365 App for Outlook Add-In
+---
+# App for Outlook authentication pop-up is blank and unable to sign in
+
+The article solves an issue where you can't sign in to Microsoft Dynamics 365 App for Outlook successfully due to a blank authentication pop-up.
+
+## Symptoms
+
+When you open [Dynamics 365 App for Outlook](/dynamics365/outlook-app/overview), it prompts you to allow an authentication pop-up. After you allow it, the pop-up opens. However, it's blank and prevents you from selecting an account to authenticate and sign in.
+
+## Cause
+
+This behavior is due to a recent regression that has been mitigated. However, users who have previously signed in might still experience this issue until they clear their session and sign in again.
+
+## Resolution
+
+> [!NOTE]
+>
+> - If you're using Outlook on the web (OWA) or the classic Outlook desktop app on Windows, follow steps 1 to 3 to solve the issue.  
+>
+> - If you're using [the new Outlook for Windows](https://support.microsoft.com/office/switch-to-new-outlook-for-windows-f5fb9e26-af7c-4976-9274-61c6428344e7) or Outlook on Mac, follow [these steps](#open-the-developer-tools-in-the-new-outlook-for-windows-and-outlook-on-mac) to open the Developer Tools, and then follow steps 1 to 3 to resolve the issue.
+
+### Step 1: Clear local storage and session storage from the add-in
+
+1. Open the classic Outlook desktop app or OWA.
+2. Open **Dynamics 365 App for Outlook**.
+3. Right-click anywhere inside the add-in and select **Inspect**. The **Developer Tools** window will open.
+4. Select the **Application** tab.
+5. Under **Storage**, select **Local Storage** and delete all stored data.
+6. Select **Session Storage** and delete all stored data.
+7. Close the **Developer Tools** window.
+
+### Step 2: Clear local storage and session storage from the authentication window
+
+1. Reopen **Dynamics 365 App for Outlook**.
+2. If the authentication window appears, right-click inside it and select **Inspect**. The **Developer Tools** window will open.
+3. Select the **Application** tab.
+4. Under **Storage**, select **Local Storage** and delete all stored data.
+5. Select **Session Storage** and delete all stored data.
+6. Close the authentication window.
+
+### Step 3: Reopen the add-in and complete authorization
+
+1. Close and reopen Outlook.
+2. Open **Dynamics 365 App for Outlook**.
+3. If prompted, sign in with your credentials.
+4. Complete the authentication process.
+
+### Open the Developer Tools in the new Outlook for Windows and Outlook on Mac
+
+- For the new Outlook for Windows:
+
+  1. Ensure Outlook is fully closed in Task Manager.
+  2. Select <kbd>WIN</kbd>+<kbd>R</kbd>, and then run the `olk.exe -devtools` command to open Outlook with the Developer Tools.
+
+- For Outlook on Mac:
+
+  To open the Developer Tools, see [Debug Office Add-ins on a Mac](/office/dev/add-ins/testing/debug-office-add-ins-on-ipad-and-mac#debugging-with-safari-web-inspector-on-a-mac).

support/power-platform/dataverse/toc.yml

@@ -20,6 +20,8 @@
       href: dataverse-web-api-and-sdk/web-api-client-errors.md
 - name: Dynamics 365 App for Outlook
   items:
+    - name: Authentication pop-up is blank and unable to sign in
+      jref: d365-app-outlook/dynamics-app-for-outlook-authentication-pop-up-blank-cannot-proceed.md
     - name: App for Outlook doesn't appear within Outlook
       href: d365-app-outlook/app-does-not-appear-within-outlook.md
     - name: Can't load this app because email account isn't configured