Firefish Email Add-in Troubleshooting

This guide covers common issues with both the Outlook and Gmail add-ins and how to resolve them quickly.

Contents

• Outlook Add-In
  • The Firefish icon is greyed out
  • I receive a 'Could not sign in. Please try again' message
  • I have opened the add-in but it's showing as blank!
  • I uploaded a candidate but there was a problem with the attachment?
  • I'm using a shared or public inbox
  • Candidates Surname is duplicating in First Name
  • Uploading from Sent Items
  • Outlook Classic vs New Outlook
• Gmail Add-In
  • Content not available for this message?
  • I'm receiving a Blocked Sign-in attempt notification
• I'm still experiencing an issue, what can I do?

Outlook Add-In

The Firefish icon is greyed out

Solution:
Ensure an email is selected in the reading pane. Enable this via:
View > Layout > Reading Pane > Show on the right/bottom.

I receive a 'Could not sign in. Please try again' message

Root Cause: Incorrect or outdated credentials.
Steps to Resolve:

1. Verify your Firefish URL—copy from your login page, excluding /login.aspx.
2. Re-enter your Firefish username and password.
3. Still failing? Reset your password using "Forgotten Password" on the login page.
4. Try authenticating via https://outlook.office.com.

I have opened the add-in but it's showing as blank!

Solution:
Right-click in the blank space and choose Reload, or press Ctrl + F5 (Cmd + F5 on Mac).

I uploaded a candidate but there was a problem with the attachment?

Cause:
Attachments must contain a security token—if missing, they won’t upload.
Fix:
The candidate will be created, but the document must be uploaded manually in Firefish.

I'm using a shared or public inbox

Note:
Shared/public inboxes are not supported by the add-in. Limited functionality or errors may occur, and support is not available for these cases.

Candidates Surname is duplicating in First Name

Cause:
Dragging text doesn't register correctly.
Solution:
Paste the full name into First Name, use Ctrl + X to cut the surname, then Ctrl + V into the Last Name field.

Uploading from Sent Items

Workaround:
Avoid uploading directly from Sent Items when accuracy is crucial. Instead, forward the message to yourself and upload from your inbox.

Outlook Classic vs New Outlook

Recommended Steps:

1. Authenticate using Outlook Web.
2. Fully restart New Outlook Desktop.
3. Expect intermittent changes—Firefish will update compatibility once New Outlook exits beta.

Gmail Add-In

Content not available for this message?

Reason:
Gmail can't display emails without an SPF record.
Solution:
The email sender must ask their IT team to add SPF records.

I'm receiving a Blocked Sign-in attempt notification

Explanation:
This is Gmail's security system blocking unfamiliar sign-ins.

Steps:

• Click Check Activity to review and approve the attempt.
• This alert will go to your Gmail recovery email.