Troubleshoot Showpad for Outlook (Legacy) – Showpad Help Center

It's always possible the computer says no. Use this guide to troubleshoot Showpad for Outlook. If this doesn't solve your problem, don't hesitate to contact our awesome support team by clicking the Help button in the lower-right corner of the screen.

Note: Contact your IT administrator if you don't have permission to change the Outlook settings on your device.

The quick way

When troubleshooting issues with the Showpad for Outlook add-in, always ensure all the applications are current. Windows, Outlook, and the Showpad app.

We support Windows 7 SP1 and higher. If you're doing a fresh install, you can find the latest Showpad EXE installer on this location: installation file to upgrade

Choose your F.A.Q. for troubleshooting Outlook

1) I can't install the plugin.

2) I installed the Outlook Plugin, but the button isn't visible in Outlook.

3) I can see the Showpad icon in the ribbon, but nothing happens when I click it.

4) The Showpad Plugin says that my computer is offline when logging in.

5) I have another question/issue. Send Feedback to Support with the logs.

I can't install the plugin.

Check with your IT department if you have the rights to install the plugin.
Right-click the installer and select Install as an administrator.
Check if you have the latest updates installed for Windows Outlook and that you are using the latest version of our installer. You can find the latest version of the Showpad for Outlook installer here: installation file to upgrade
An Anti-Virus or Firewall software can misjudge our installer as malware. Check your Anti-Virus and Firewall notifications to ensure the installer is not quarantined.
Our support team is here to help if none of the above works.
Collect the Showpad logs manually by opening File Explorer and copy-paste the following command in the Windows path bar: %LocalAppData%/Showpad/Logs/

Open the latest version folder. This will be the highest number.

Provide our support team these logs and add any additional information.

I installed the Outlook Plugin, but the button isn't visible in Outlook.

Expand the Outlook toolbar to ensure you can see the full tile and the logo.
If that's not the case, close Outlook.
Install the latest version of the VSTO tool.
You can find it here.
Install the latest version of .NET Framework runtime.
You can find it here.
Reboot your system.
Check the Options > Add-ins menu to see if it has been disabled. At the bottom of the screen, select Disabled Items from the Manage drop-down menu. Click Go and see a list of all currently disabled items from Outlook. Select the item containing 'Showpad' and choose Enable to see the plugin again.
If none of the above works, our support team is here to help.
Collect the Showpad logs manually Explorer by opening file explorer and copy-paste the following command in the Windows path bar: %LocalAppData%/Showpad/Logs/

Open the latest version folder. This will be the highest number.

Provide our support team these logs and add any additional information.

I can see the Showpad icon in the ribbon, but nothing happens when I click it.

Make sure Outlook is closed.
Install the latest version of the VSTO tool.
You can find it here.
Uninstall the plugin (through the Windows add or remove programs tool or by double-clicking the EXE installer and selecting uninstall) and double-check if the folders are deleted, if not you'll have to manually delete the folders.
Reboot your system.
Re-install the plugin: you can find the latest version here: installation file to upgrade
If none of the above works, you must contact support.
Collect the Showpad logs manually by opening File Explorer and copy-paste the following command in the Windows path bar: %LocalAppData%/Showpad/Logs/

Open the latest version folder. This will be the highest number.

Provide our support team these logs and add any additional information.

The Showpad Plugin says that my computer is offline when logging in.

Check if you're connected to the internet by checking your internet connection in Windows or by surfing to: http://amionline.net/
If you have an internet connection, check the network settings in the Showpad for Outlook app.
Click 'Log In' and choose 'Network Settings'.
Use System default proxy settings.
Restart Outlook.
If the issue remains, check the network settings again in the Showpad for Outlook app.
Use manual proxy configuration.
Ask your IT department for the proxy URL, username, and password.
Restart Outlook.
If none of the above works, you'll have to contact support.
Collect the Showpad logs manually by opening File Explorer and copy-paste the following command in the Windows path bar: %LocalAppData%/Showpad/Logs/

Open the latest version folder. This will be the highest number.

Provide our support team these logs and add any additional information.

I have another question/issue. Enable debug mode and send Feedback to Support with the logs.

Click the three dots in the right-hand corner and select 'Enable debug mode.'
Now, replicate the issue you were experiencing. Once done, turn off debug mode in the same menu.
Click on the three dots in the right-hand corner again and select 'Send feedback'.
An email message will open, and the logs will automatically be attached.
Add some additional info about the issue you're having and 'Send message.'
If none of the above works, you must contact support.
Collect the Showpad logs manually by opening File Explorer and copy-paste the following command in the Windows path bar: %LocalAppData%/Showpad/Logs/

Open the latest version folder. This will be the highest number.

Provide our support team these logs and add any additional information.