Performance Issue: Zoom Outlook Add-On
Last Updated:
2023-05-10 20:35:04
Event:
2023-05-04 20:20:00
Status:
Closed
Brief Description:
Multiple users have identified an issue with authenticating to the Zoom Outlook Add-On. If the Outlook Add-On does not already have cached credentials, the SSO authentication process for the Add-On fails after entering NetID and Password but before DUO.
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
Duo has resolved the current issue by disabling changes to their service that conflicted with Microsoft's Zoom Outlook add-on. They will continue to evaluate how best to restore the changes without again causing a conflict with Microsoft add-ons or plug-ins.
Services Affected:
Web and Video Conferencing
Subsites Affected:
Zoom
Full Description:
Multiple users have identified an issue with authenticating to the Zoom Outlook Add-On. If the Outlook Add-On does not already have cached authentication credentials, the SSO authentication process for the Add-On fails after entering NetID and Password, but before DUO confirmation triggers. The process returns an error as follows:
-----------------------
ADD-IN ERROR
Sorry, we can't load the add-in. Please make sure you have network and/or Internet connectivity. Click "Retry" once you're back on-line.
-----------------------
Clicking "Retry" just repeats the authentication process with the same resulting error.
Investigation is underway as to the possible cause, including outreach to Cornell Identity Management and Outlook teams, as well Zoom Support.
Zoom authentication to the Zoom desktop app and Zoom web portal appear unaffected.
At this time, it appears that users should be able to work around the issue by scheduling Zoom meetings from either the Zoom desktop app (which allows pushing the scheduled Zoom meeting to Outlook calendar) or scheduling their Zoom meeting in the Zoom web portal and then copying and pasting the meeting into an Outlook calendar entry.
-----------------------
ADD-IN ERROR
Sorry, we can't load the add-in. Please make sure you have network and/or Internet connectivity. Click "Retry" once you're back on-line.
-----------------------
Clicking "Retry" just repeats the authentication process with the same resulting error.
Investigation is underway as to the possible cause, including outreach to Cornell Identity Management and Outlook teams, as well Zoom Support.
Zoom authentication to the Zoom desktop app and Zoom web portal appear unaffected.
At this time, it appears that users should be able to work around the issue by scheduling Zoom meetings from either the Zoom desktop app (which allows pushing the scheduled Zoom meeting to Outlook calendar) or scheduling their Zoom meeting in the Zoom web portal and then copying and pasting the meeting into an Outlook calendar entry.
CIT TDX ID:
1024537
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
| Multiple users have identified an issue with authenticating to the Zoom Outlook Add-On. If the Outlook Add-On does not already have cached authentication credentials, the SSO authentication process for the Add-On fails after entering NetID and Password, but before DUO confirmation triggers. The process returns an error as follows: ----------------------- ADD-IN ERROR Sorry, we can't load the add-in. Please make sure you have network and/or Internet connectivity. Click "Retry" once you're back on-line. ----------------------- Clicking "Retry" just repeats the authentication process with the same resulting error. Investigation is underway as to the possible cause, including outreach to Cornell Identity Management and Outlook teams, as well Zoom Support. Zoom authentication to the Zoom desktop app and Zoom web portal appear unaffected. At this time, it appears that users should be able to work around the issue by scheduling Zoom meetings from either the Zoom desktop app (which allows pushing the scheduled Zoom meeting to Outlook calendar) or scheduling their Zoom meeting in the Zoom web portal and then copying and pasting the meeting into an Outlook calendar entry. | Duo has resolved the current issue by disabling changes to their service that conflicted with Microsoft's Zoom Outlook add-on. They will continue to evaluate how best to restore the changes without again causing a conflict with Microsoft add-ons or plug-ins. | 2023-05-10 | 20:35:04 |
| Multiple users have identified an issue with authenticating to the Zoom Outlook Add-On. If the Outlook Add-On does not already have cached authentication credentials, the SSO authentication process for the Add-On fails after entering NetID and Password, but before DUO confirmation triggers. The process returns an error as follows: ----------------------- ADD-IN ERROR Sorry, we can't load the add-in. Please make sure you have network and/or Internet connectivity. Click "Retry" once you're back on-line. ----------------------- Clicking "Retry" just repeats the authentication process with the same resulting error. Investigation is underway as to the possible cause, including outreach to Cornell Identity Management and Outlook teams, as well Zoom Support. Zoom authentication to the Zoom desktop app and Zoom web portal appear unaffected. At this time, it appears that users should be able to work around the issue by scheduling Zoom meetings from either the Zoom desktop app (which allows pushing the scheduled Zoom meeting to Outlook calendar) or scheduling their Zoom meeting in the Zoom web portal and then copying and pasting the meeting into an Outlook calendar entry. | Investigation is underway as to the possible cause, including outreach to Cornell Identity Management and Outlook teams, as well Zoom Support. | 2023-05-04 | 20:24:41 |