FAQ and Troubleshooting


Outlook

How do i install the Outlook Plugin
1. Register and complete the signup form
2. Check your email and confirm your email address
3. Select the Outlook plugin option and download
4. Install the .exe add-in file (takes about 30 seconds)
5. Once installed, close and reopen Outlook
6. Hexigo will now ask you to confirm the signup details you entered earlier 
7. Your installation is now complete

Important: Please ensure you use the email address that Outlook recognises as your primary address

Some people have different addresses pointed to the one installation of Outlook.
However to get the full Hexigo functionality you need to register with the primary email address - according to your Outlook client.

You can find this email address by clicking on the File tab in top Outlook menu.
The email address should be the top item under Account Information. 

 

Why won't the installer work?
I.T could be blocking the add-in on your PC. Please consult with your IT department on this issue.

Your version of Windows or Office may not be supported.
We try to support
Microsoft Windows and Office but sometimes there are versions we do not support which may be why the system won’t install properly. Here is a list of the versions we do support...

• Windows Vista, Windows 7, Windows 8 (32 & 64 bit), Windows 8.1 (32 & 64 bit)
• Outlook 2007, Outlook 2010 (32 & 64 bit), Outlook 2013 (32 & 64 bit)

If neither of the above suggestions prove helpful, please contact your Hexigo account manager or email support@hexigo.com.

 

I don't see the markers in my inbox
The coloured markers next to the emails in your inbox identify the emails you should probably read first. There are three possible reasons why they may not appear in your inbox.

1. Your colleagues are not sending emails to your formal email address.
Though you may have multiple email addresses all pointing to your Outlook installation, i.e. bsmith@company.com and bill.smith@company.com - Outlook considers only one of these to be your formal email address. In order to get Hexigo’s full functionality, please ensure your emails are being sent to the address recognized by your Outlook installation as the primary address. You can find this email address by clicking on the File tab in top Outlook menu. The email address should be the top item under Account Information.

2. Your Categories are disabled
In order to display the markers you must have Categories enabled in your inbox. Don’t worry if you’ve never heard of Categories, we’ll step you through it. In your Outlook go to View => View Setting => Columns

Check Categories are in the “Show these columns in this order” list on the right. 

If Categories are not shown in this list, scroll down the left-hand list called “Available Columns” click on Categories and add it to the right-hand list by clicking Add => then hit OK. While you are there you might want to remove some of the Columns you don’t use or need, making more room in your inbox.

3. Your Inbox isn’t wide enough to display the markers
Microsoft Outlook allows you to alter the width of your inbox. If your inbox isn’t wide enough, Outlook will not display certain elements including, potentially, the Hexigo markers. This scenario is more common when the Reading Pane is on the right of the inbox.  You can very easily increase the width of you inbox and display the markers by hovering your mouse over the line that separates the reading pane and the inbox, then holding down the mouse button and dragging the line to the right - expanding the width of the inbox until the markers display.

 

I’m sending an email to someone who doesn’t have Hexigo. What do they see?
You can still use all the Hexigo functionality even when emailing someone who does not Hexigo.
Simply email the person and use any Hexigo functionality you desire (such as Notifications and Requests). The other person will receive the email with all of the mark-up as you sent it; a yellow box for a ‘Request’, and highlighted blue text for a Notification etc.

So the receiver will immediately see when a decision has been suggested or approved. However, if the receiver is not a Hexigo user they won’t see the colour markers in their inbox or get the action buttons in their email (such as Notify and Approve).

Encourage others to use Hexigo. They simply click on the “Powered by Hexigo” text in the email to begin the registration process.

 

Why can’t I use the "Request" button?
You might see the "Request" button has been greyed-out in some circumstances. This is quite deliberate. You cannot request an outcome or decision in an email chain until the current, active one has been approved or reworked. This is to ensure all requests are formally finalized. Simply "Approve" or "Rework" the current decision and then you will be able to "Request" another one.

 

Why don’t the "Approve" and "Rework" buttons work?
You might notice the "Approve" and "Rework" buttons have been greyed-out. This is because a "Request" has not yet been made and there is nothing yet to "Approve" or "Rework". Once a "Request" has been made the "Approve" and "Rework" buttons will become active.

 

Why don’t I see any of the Hexigo buttons?
You have to open the email and hit Reply or Reply All in order for the buttons to appear.

 

Can I forward the email or reply after a decision has been made?
Absolutely. Just because an outcome has been reached it does not mean the email chain needs to finish. You can keep the conversation going by replying to your colleagues or forwarding the email to someone else.

One of the great things about Hexigo, is that it does not change how your email works. Everything you normally do in email remains the same, even if they have decisions or notifications in them... drag an email into a folder, forward the email, archive it etc. Your Outlook functionality is exactly the same.
 

How do I delete / remove Hexigo from Outlook?
There are two ways to remove Hexigo from your Outlook...

1. Within Outlook go to File => Options => Add-ins => COM Add-ins (at the bottom) => Go
Then simply untick the “Hexigo for Email” box and click OK

2. Go to your Control Panel and select Programs and Features, then select “Hexigo for Email” from the list and click Uninstall at the top of the list.


Gmail

How do I install the Gmail Plugin?
 1. Register and complete the signup form
2. Check your email and confirm your email address
3. Select the Gmail plugin option and install
4. Follow the browser prompts to approve plugin
5. Open your Gmail account
6. Sign in to Hexigo's plugin (using your Hexigo registration details)


I’m sending an email to someone who doesn’t have Hexigo. What do they see?
You can still use all the Hexigo functionality even when emailing someone who does not Hexigo.
Simply email the person and use any Hexigo functionality you desire (such as Notifications and Requests). The other person will receive the email with all of the mark-up as you sent it; a yellow box for a ‘Request’, and highlighted blue text for a Notification etc.

So the receiver will immediately see when a decision has been suggested or approved. However, if the receiver is not a Hexigo user they won’t see the colour markers in their inbox or get the action buttons in their email (such as Notify and Approve).

Encourage others to use Hexigo. They simply click on the “Powered by Hexigo” text in the email to begin the registration process.


Why can’t I use the "Request" button?
You might see the "Request" button has been greyed-out in some circumstances. This is quite deliberate. You cannot request an outcome or decision in an email chain until the current, active one has been approved or reworked. This is to ensure all requests are formally finalized. Simply "Approve" or "Rework" the current decision and then you will be able to "Request" another one.


Why don’t the "Approve" and "Rework" buttons work?
You might notice the "Approve" and "Rework" buttons have been greyed-out. This is because a "Request" has not yet been made and there is nothing yet to "Approve" or "Rework". Once a "Request" has been made the "Approve" and "Rework" buttons will become active.


Why don’t I see any of the Hexigo buttons?
You have to open the email and hit Reply or Reply All in order for the buttons to appear.


Can I forward the email or reply after a decision has been made?
Absolutely. Just because an outcome has been reached it does not mean the email chain needs to finish. You can keep the conversation going by replying to your colleagues or forwarding the email to someone else.

One of the great things about Hexigo, is that it does not change how your email works. Everything you normally do in email remains the same, even if they have decisions or notifications in them... drag an email into a folder, forward the email, archive it etc. Your Outlook functionality is exactly the same.