Add-In Troubleshooting

Owned by Support (Unlicensed)
Last updated: Jun 07, 2021
3 min read

Installing or using the Dev Debugger will help Support identify issues. To install or use the Debugger in the Add In:

-With the latest version of MS Office, hover your mouse over the top right of the task pane. A ‘<' arrow will appear, click on 'Attach Debugger’. Attach a debugger from the task pane - Office Add-ins | Microsoft Docs

-With older versions of MS Office, you will need to get ‘Microsoft Edge DevTools Preview' from the Microsoft Store, in Windows. (not in the MS Word Store). Get Microsoft Edge DevTools Preview - Microsoft Store

 

Microsoft has outlined some of the common Add-In errors and troubleshooting techniques: https://docs.microsoft.com/en-us/office/dev/add-ins/testing/testing-and-troubleshooting

 

 

Add-In Error: This Add-in could not be started. Close this dialog to ignore the problem or click on ‘Restart’ to try again.

 

  1. In Internet Explorer, click the Tools button, and then click Internet Options.

  2. Click the Security tab, and then select the Internet Sites Zone.

  3. Select the Enable Protected Mode check box, and then click OK.

  4. Close all programs and reboot the workstation

  • If this does not work, enable Protected mode on the Restricted Sites Zone as well and repeat step 4

  1. In Internet Explorer, click the Tools button, and then click Internet Options.

  2. Click the Security tab, and then select the Restricted SitesZone.

  3. Select the Enable Protected Mode check box, and then click OK.

  4. Restart Internet Explorer.

Above Microsoft link also notes to ensure that Office has all updates.

 

 

 

Add in Issue: Logging In button spins

 

Make sure TLS 1.0, 1.1, 1.2 are all enabled in Internet Explorer Advanced Settings. Microsoft requires TLS 1.0 and 1.1 while RTVision requires 1.2

 

 

 

Add In Issue: ‘Loading’ message when accessing the Add-In

1: Clearing the Windows "Cache" by going to the "Temp" Folder. Please follow:

https://support.microsoft.com/en-ca/help/4026616/windows-10-disk-cleanup
Also, you can open "Run" and type "%temp%" and it will direct you to the folder Temp. You'll need to delete all the files that you see there.

2: Setting the Load Behaviors to 3 in the Registry

To do so, Open your registry editor. To do this, open your Windows Start menu and type "regedit". Go to HKEY_CURRENT_USER > Software > Microsoft > Office > Word > Addins > NetDocuments.Client.WordAddIn. Note what the LoadBehavior is set to. It will be a number like 0 or 1 or 3. 
Please note that the exact path name might be different on your end. Please refer to the pictures below

Here are the full registry paths for each Office application: HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Word\Addins\OneNote.WordAddinTakeNotesService

If the LoadBehavior is anything other than "3" then follow these steps:

  1. Close Word (or Excel or Outlook). Make sure the "winword.exe" process is not running in the Windows Task Manager. 

  2. Open the registry editor again. Double-click the registry key to edit it.

  3. Change the Load Behavior to "3." Close the registry editor.

  4. Re-open the registry editor to ensure "3" is still there.

  5. Open Word. The add-in should now load automatically at startup.

Please Look for other paths and make sure that you set the value of LoadBehaviour to "3" for ALL the Addin paths. For example. mine is as following: