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How to Fix Sign-In Issues with the Acumatica Add-In for Outlook

23 August 2025

The Acumatica Add-In for Outlook is a powerful tool that brings ERP data directly into your email interface—streamlining communication, speeding up task management, and improving customer interaction. However, in early 2025, some users began experiencing issues with signing in to the add-in across various Outlook platforms.

Common symptoms include:

  • Repeated redirection back to the login screen
  • A generic “An error has occurred while processing your request” message
  • A blank screen or a spinning loader on the sign-in form
  • Missing “Sign In” button
  • A “Get token error” with the message: Status = failed. Error: [object Object]

These problems can appear across both web and desktop Outlook applications and are often caused by recent browser security changes or compatibility issues with New Outlook on Windows. Here’s how to resolve them.

Root Cause

There are two primary sources of the issue:

1. SameSite Cookie Restrictions

Recent updates to Chromium-based browsers (including Chrome, Edge, and Firefox) introduced stricter cookie handling rules, known as the SameSite-by-default policy. These changes affect how cookies are stored and passed between domains, which directly impacts how Acumatica’s Outlook add-in authenticates.

These changes affect all supported versions of Acumatica ERP, regardless of deployment (web or desktop).

2. Incompatibility with New Outlook for Windows

The current version of Acumatica’s Outlook add-in is not compatible with the New Outlook experience on Windows. If you're using that version, you may encounter additional issues beyond authentication.

Solution Option 1: Fix the Issue on the Server Side (Recommended)

If your organization hosts Acumatica on-premises or has access to the application server, you can resolve the problem permanently by modifying the server configuration. You’ll need admin access to perform these steps.

⚠️ Important: Do not apply these steps if your application server runs on .NET Framework version 4.7.1 or earlier. You must upgrade to version 4.7.2 or later before proceeding.

Step-by-Step Fix

  1. Open your web.config file
    This file is located in the root of your Acumatica instance on the server.
  2. Locate the <formsAuth> tag inside the <px.core> section
    Modify the tag to include cookieSameSite settings:

<formsAuth loginUrl="Frames/Login.aspx" timeout="60" requireSSL="true" />

3.    Locate the <sessionState> tag in the <system.web> section
Update it as follows:

<sessionState cookieSameSite="None" cookieless="UseCookies" mode="Custom" customProvider="PXSessionStateStore" timeout="60" sessionIDManagerType="PX.Owin.SessionIdManager, PX.Owin">

 

4.    Add an <httpCookies> tag just before the <compilation> tag in the same section:

<httpCookies sameSite="None" requireSSL="true" />

 

⚠️ Warning: Do not duplicate these entries. Duplicate tags in web.config can result in compilation errors when restarting the site.

⚠️ Note: Editing web.config causes an application restart. Make sure all users are notified and have saved their work before applying these changes.

 

Solution Option 2: Temporary Client-Side Workaround (Not Recommended Long-Term)

While you can disable the SameSite cookie enforcement on the user’s browser, this approach opens security vulnerabilities and is not recommended beyond short-term testing or emergency situations.

⚠️ This workaround is only valid for older versions of Chrome, Edge, and Firefox. Starting from Chrome 91 and later, this option has been removed and is no longer effective.

For Microsoft Edge

  1. Go to edge://flags/#same-site-by-default-cookies
  2. Set SameSite by default cookies to Disabled
  3. Restart the browser

For Google Chrome

  1. Visit chrome://flags/#same-site-by-default-cookies
  2. Set the flag to Disabled
  3. Then visit chrome://flags/#cookies-without-same-site-must-be-secure
  4. Disable that flag as well
  5. Restart Chrome

For Mozilla Firefox

  1. Go to about:config
  2. Search for network.cookie.sameSite.laxByDefault
  3. Set it to false

What If You're Using New Outlook?

If users are experiencing sign-in issues on New Outlook for Windows, note that this version is not supported by the current Acumatica Outlook add-in. A separate workaround or future version may be needed. Check Acumatica’s knowledge base for the most up-to-date guidance.

Final Thoughts

The Outlook add-in is a valuable extension of the Acumatica platform—but like many tools that rely on web standards, it’s affected by changes in browser security policies. With a few careful changes to your web.config, you can restore full functionality and avoid user frustration. Just be sure your .NET version is supported and that you’ve informed users of the necessary maintenance window.

For SaaS users or those without direct server access, reach out to Acumatica support for assistance applying the configuration fix. This approach ensures long-term stability and avoids relying on temporary browser hacks that may be deprecated at any time.