A user's name does not display as an option in the Outlook Add-in

Issue

A user's name does not display in a field such as Owner or Assignee in the FYI for Outlook add-in.

The user is available in the dropdown list when using the add-in with Outlook Online (https://outlook.office.com/) but does not appear in the Outlook desktop version.

Cause

The desktop version of Outlook may not meet minimum requirements, or Microsoft Edge and Edge WebView2 is not installed on the machine.

Solution

Ensure the minimum requirements are met as outlined in the following articles:

• FYI Add-in for Office or Outlook not loading, failing to login or running slow - desktop computer
• FYI Add-in for Office or Outlook not loading or failing to login - Remote Desktop or Terminal Server

Determine whether the version of Outlook uses Internet Explorer or Edge WebView2 to render add-ins:

• Browsers used by Office Add-ins
• Understanding the Office Add-ins runtime

Note: The "Owner" field is only available for practices on the Intermediate plan or above.