Jira add-in for Outlook: unable to type in the Description field

Question

Is anyone else seeing this? In the Jira add-in for Outlook, I can’t type in the Description field. The characters show up as I type but disappear almost immediately. Pasting text into the field still works sometimes. This started in the last couple of days.

Shaik Riyaz · Answer

Hi @Linnette Rivera,

Yes, this is a known issue. It typically happens due to a conflict between Outlook's embedded browser (WebView2) and the rich-text editor syncing keystrokes in the add-in.

Here are the quickest fixes and workarounds:

Disable Text Predictions: In Outlook, go to File > Options > Mail and uncheck "Show text predictions while typing" (this is the most common trigger).

Clear Add-in Cache: Close Outlook, press Win + R, open %LOCALAPPDATA%\Microsoft\Office\16.0\Wef, delete the folder contents, and restart Outlook.

Quick Workarounds:

* Type your text in Notepad or an email body and paste it in (pasting bypasses the keystroke sync bug).
* Or create the issue with just the Summary, then click the issue link to edit the Description directly in Jira.

Thanks!!

Tomislav Tobijas · Answer

[UPDATE]: My bad, just saw that latest reply of yours 🤦 Apologies! I'm keen to hear what support team will have to say. If you do figure it out, I'd appreciate if you could share it here.

Hi @Linnette Rivera — question: are you using Outlook desktop or web version? I'm on the web, and the add-on (the official one at least), works as expected:

Guessing clearing the browser or app cache might help out here, as others have suggested 👀

Are other users experiencing the same thing?

If nothing works, I guess you/your admin could reach out to official support team for them to take a look. 🎟️

Cheers,

Tobi

Linnette Rivera · Answer

I'll reach out to Atlassian Support.  So far, I tried both classic and new outlook, web and desktop version. I tried clearing the cache two different ways.  Thank you for pointing me to the clear cache link.  Earlier I cleared the cache by deleting the files in %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\ and now I just tried it again by using the npx from the command prompt. A colleague also tested the Jira add-in in Outlook on the web across three different browsers and had the same problem. I use the add-in regularly, and it was working fine a few days ago.  Last year I ran into a similar issue, like the one described in this thread. Thanks again for your help!

https://community.atlassian.com/forums/discussion/2970727/issues-with-jira-cloud-outlook-add-in