What if I get an error when using the Reporting add-in, aka the Moxso button, in MS Outlook?
On the off-chance that you experience an issue when reporting a suspicious email using the Moxso button (Reporting add-in) in Outlook, here’s a detailed description of all the possible errors with their suggested solutions.
The article provides simple practical steps for how to approach troubleshooting on your own if you or your employees get one of the listed errors.
In most cases, the issue you encounter will be temporary, and you will be able to solve it by simply waiting and retrying. In some cases, you might need to reach out to your internal IT team who will appreciate the more technical descriptions of the error causes on this list.
REP-001
This is a general reporting failure while the add-in is preparing or sending the report.
Common causes:
- The email content could not be read from Outlook.
- A network interruption happened during the report process.
- The reporting request failed before a clear server response was returned.
- The response came back in an unexpected format.
What we suggest you can try:
- Try reporting the same email again after a short wait (a few minutes).
- Check internet connection and VPN/proxy stability.
- Reopen the email and retry.
- Restart Outlook and retry.
- If the issue persists, forward email to Moxso Support with a brief description of what happened.
REP-002
This means the report request reached the Moxso service, but the service did not accept it.
Common causes:
- Temporary service issue on the reporting backend.
- Request blocked by policy, gateway, or security filtering.
- Rate limiting or temporary server overload.
What we suggest you can try:
- Retry after a few minutes.
- If the issue persists, forward email to support with a brief description of what happened.
AUTH-001
This means the add-in could not sign the user in.
Common causes:
- The user is not signed in to Microsoft 365 in Outlook.
- A sign-in window was blocked or closed before completion.
- The user’s session expired and needs to be refreshed.
- Company sign-in rules (such as conditional access or MFA) blocked the sign-in.
- Temporary Microsoft identity service outage.
What we suggest you can try:
- Confirm you are signed in to Outlook with the correct work account.
- Close and reopen Outlook, then try again.
- Sign out and sign back in.
- Try on Outlook Web to confirm account access works.
GF002
The add-in could not find an active email item to read.
Common causes:
- The selected message changed during processing.
- The message was closed or no message was selected.
- Outlook state changed while the add-in was open.
What we suggest you can try:
- Open the target email again and retry.
- Ensure only one message is selected.
- Click the Moxso button again after selecting the message.
GF001
The add-in tried to retrieve the full email content from Microsoft Graph, but Graph returned an error.
Common causes:
- Missing or expired Microsoft token.
- Microsoft Graph temporary outage or timeout.
- The message ID is no longer valid (moved/deleted during processing).
- Tenant permissions do not allow access in the current context.
What we suggest you can try:
- Retry after a short wait.
- Restart Outlook.
- Confirm the message still exists and is accessible.
NI001
No email was available when delete/finalize steps started.
Common causes:
- The message was already closed.
- The selected item changed.
- Outlook did not provide message context to the add-in.
What we suggest you can try:
- Select the email again before running the action.
- Keep the message open until the process completes.
- Retry in a fresh Outlook session.
NI-002
A final deletion step failed after report processing.
Common causes:
- Deletion action failed in Outlook or Microsoft Graph.
- Mailbox access changed during the operation.
- Temporary network or service interruption.
What we suggest you can try:
- Retry the action once.
- Manually delete the message if needed.
- If repeated, capture time/user/mailbox details and escalate to Support.
GD002
The add-in does not have permission to delete the email in the target mailbox.
Common causes:
- User lacks delete rights for that mailbox/folder.
- Shared mailbox permissions are missing or incomplete.
- Access policy blocks message move/delete.
What we suggest you can try:
- Confirm that you can manually delete the same message in Outlook.
- If the issue persists, forward email to support with a brief description of what happened.
GD003
The message was not found when deletion was attempted.
Common causes:
- The email was already deleted or moved.
- The email changed folders during processing.
- Message reference became stale between report and delete steps.
What we suggest you can try:
- Check Deleted Items and other folders.
- If still present, delete manually.
- Retry reporting on a different message to confirm general behavior.
GD001
A delete attempt failed with a mailbox/ server response other than permission denied or not found.
Common causes:
- Temporary mailbox service error.
- Invalid request route for the mailbox context.
- Backend rejection due to mailbox state or policy.
What we suggest you can try:
- Retry after a short delay.
- Verify mailbox is healthy and accessible in Outlook Web.
- Escalate to Support with timestamp and affected mailbox if repeated.
GD000
A network-level problem occurred while trying to delete the email.
Common causes:
- Internet interruption.
- VPN/proxy connection drop.
- Timeout reaching Microsoft Graph.
What we suggest you can try:
- Check network/VPN and retry.
- Make sure your network is stable and try again.
- Retry from Outlook Web if desktop connectivity is unreliable.
GD010
The add-in could not confirm whether the message was already in Deleted Items.
Common causes:
- Temporary Microsoft Graph read failure.
- Missing access to read folder/message details.
- Network interruption during status check.
What we suggest you can try:
- Retry the action.
- Confirm mailbox access and permissions.
- If persistent, escalate to Support with user name, mailbox, and exact time of failure.