KB483733: Using Azure Single Sign-On to log into the HyperIntelligence for Office Outlook add-in results in the error, “A problem occurred while trying to reach this add-in.”

Description

Using an Identity Provider such as Azure SSO with HyperIntelligence for Office or Strategy for Office, two Strategy products that integrate with Microsoft products, you may see the following error:
"A problem occurred while trying to reach this add-in."

Why is this happening?

This error appears due to a defect in the Azure SSO workflow when trying to authenticate a user. As such, this is a Microsoft limitation.
 

Solution

To resolve the error, you must clear your cache before re-logging in to the add-in. This refreshes the session status and allows you to log back in to the add-in.
To clear your cache, use the attached .xml file with the steps below:
 

How to Resolve the Error 

• Download the AzureSSOError.xml file attached to this article.
• Open Microsoft Outlook and click Get Add-ins in the ribbon bar.
   
  

• From the Add-ins tab, click My add-ins.
• Under Custom add-in, click + Add a custom add-in > Add from file.
   
  

• Select the downloaded AzureSSOError.xml file and click Open.
• Click Install. After the installation, the new add-in appears in the ribbon bar.
• Click the add-in named AzureSSOError. The app page for Azure Active Directory appears.
• Click More > Profile.
• Under Manage Account, click Sign out everywhere and close the add-in.
   
  

• Open the add-in and sign in. This will remove the error message.