Troubleshooting the Zoom for Outlook add-in

The following information can help you troubleshoot and resolve common issues with the Zoom for Outlook add-in. For additional troubleshooting suggestions, see the Microsoft support site.

This article covers:

How to troubleshoot common issues with the Zoom for Outlook add-in

Clicking Join opens Teams meeting instead of Zoom

If you click Join on an Outlook calendar event that has a Zoom meeting link, it may open Teams instead of Zoom. To quickly resolve this and join your Zoom meeting, open the calendar event and directly click on the Zoom meeting link to open Zoom instead.

To prevent this from happening in the future, open your Outlook calendar settings and clear the check box next to the Add online meeting to all meetings option. By default, this setting makes Teams the default meeting option. Learn more about Microsoft's Add online meeting to all meetings setting, or learn more about scheduling meetings with the Zoom for Outlook add-in

Authentication error

Issue: The Outlook Add-in has been configured, but will not authenticate and allow you to schedule a meeting.

Suggestion: Allow the following URLs on your network.

Security settings error (Windows, Outlook web)

Issue: Error message from the browser that states: "The security settings in your browser prevent us from creating a dialog box. Try a different browser, or configure your browser so that [URL] and the domain shown in your address bar are in the same security zone."

Suggestion: Add Zoom to the list of trusted sites in your security settings.

  1. Open the Control Panel.
  2. Click Network and Internet or Internet Options.
  3. Click the Security tab.
  4. Select the Trusted sites zone, then click Sites.
  5. Enter the URL that appears in the error message, and click Add
  6. Try to use the add-in again. If the problem persists, verify the settings for the other security zones and ensure that the add-in domain is in the same zone as the URL that is displayed in the address bar of the Office application.

Access error (Windows, Outlook desktop)

Issue: Error message in the Windows Outlook application console log: "trunk***.js access denied". 

Suggestion: This occurs because the add-in can't access local settings and the browser needs to be given permission to enable this access. Follow these steps to enable access:

  1. Ask your IT Admin to run the command 'icacls %userprofile%\Appdata\LocalLow /t /setintegritylevel (OI)(CI)L' for all users.
  2. Open Internet Explorer. Make sure the browser is not in private mode.
  3. Click the gear icon then click Internet options.
  4. Click the Security tab.
  5. Click Trusted sites then Sites.
  6. Enter then click Add.
  7. Click the Enable Protected Mode check box.
  8. Make sure the security level is Medium-high.
  9. Click the Advanced tab.
  10. In the Security section, make sure Enable DOM Storage is checked.

Add-in not working (Windows, Outlook web)

Issue: Outlook add-in is not working correctly.

Suggestion: Turn on script debugging in Internet Explorer.

  1. Open Internet Explorer. Make sure the browser is not in private mode.
  2. Click the gear icon then click Internet options.
  3. Click the Advanced tab.
  4. In the Browsing section, make sure Disable script debugging (Internet Explorer) and Disable script debugging (Other) is unchecked.
    Note: Uncheck these settings only to troubleshoot the issue. If you leave them unchecked, you will get prompts when you browse. After the issue is resolved, make sure both options are enabled.

Add-in doesn't activate in Office 2013 desktop

Issue: The add-in doesn't activate after you perform these tasks:

Suggestion: Verify that the latest Office updates are installed, or download the update for Office 2013.

Add-in not appearing in Outlook ribbon 

Issue: After installing the Outlook add-in on macOS, the Zoom option is not appearing in the Outlook ribbon as an option. 

Suggestion: Adjust the Outlook privacy settings to allow optional connected experiences. 

  1. Open the Outlook app. 
  2. On the macOS toolbar, click Outlook and then select Preferences
  3. Select Privacy
  4. Select the Turn on optional connected experiences checkbox. 
  5. Restart Outlook. 
    The Zoom add-in should appear. 

Add-in updates not appearing in ribbon menu (Outlook desktop)

Issue: When the add-in updates, changes to ribbon button or menu item do not take effect.

Suggestion: Clear the Office cache of old versions.

Invalid Meeting ID error

Issue: Attendees receive an Invalid Meeting ID error when trying to join a Zoom meeting from an Outlook calendar item.

Suggestion: This occurs after rescheduling a Zoom meeting or a single occurrence of a recurring calendar item. Update the Zoom meeting in Outlook.

  1. Open the Outlook calendar item and click Edit.
  2. Click the three dots in the top toolbar.
  3. Sign in to your Zoom account if prompted.
  4. Click Zoom.
  5. Click Settings.
  6. Change your meeting options and click Update to apply the changes.
  7. Click Save or Send on the calendar item.