SafeSend Exchange - My Portal Inbox is Blank - Outlook 2016

Update (1/24): We have determined that certain versions of Outlook are not compatible with the new SafeSend Exchange Suite add-in. The resolution is to update your version of Outlook or use the online portal. Please see the following details for more information:

Outlook 2013 is not compatible with the add-in and Outlook 2016/2019 may or may not be compatible with the add-in. Two licensing options (volume-licensed or retail) exist with Outlook 2016/2019.

  1. Volume-licensed 2016/2019 versions use Internet Explorer when running Office on the web. The SafeSend Exchange add-in is web based, and Internet Explorer is no longer supported by Microsoft. This conflict is not something that can be resolved by our Development team because the browser used by the program is out of date.  
  2. Retail versions of Outlook 2016/2019 use Edge instead of Internet Explorer. These versions of Outlook can run the add-in.

The following article outlines which browsers are used by which versions, and how to identify which version is being used.

Situation: Some users have reported that their My Portal Inbox in the Outlook add-in is blank. At this time, only Outlook 2016 users have reported this issue. 

Status: Our Development team is reviewing this issue and they are working to correct it. 

Workarounds: You can access your inbox at

Reference Number: 96239




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