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At times your users might encounter issues with Office Add-ins that you develop. For example, an add-in fails to load or is inaccessible. Use the information in this article to help resolve common issues that your users encounter with your Office Add-in.
- Under Add-ins in Word (or Excel or Outlook) you will see the current load behavior of the particular add-in. The load behavior of the add-in should be set to 'Load at Startup'. The load behavior of the add-in should be set to 'Load at Startup'.
- Microsoft Word 2016 16.0.4639.1000 32-bit. I have tried each troubleshooting step listed here: Fix PDFMaker unavailability in MS Office. When Word is launched, the 'Adobe PDF' tab is not shown. In Word, File Options Add-Ins shows 'Acrobat PDFMaker Office COM Addin' in Active Application Add-ins and is checked.
- The COM add-in that you added to the Templates and Add-Ins list is not loaded when you restart Word. Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs.
- Open the Office program, and then select File Options Add-ins. In the Manage drop-down list, select COM Add-Ins, and then select Go. Clear the Acrobat PDFMaker Office COM Addin check box, as follows (Office 2010 screen shot), and then select OK. If you cannot disable the add-in by following these steps, use one of the following methods.
Several months ago, when you came out with an updated version I updated and it worked. Later on I uninstalled Office 2010 and Office 2013 and it stopped working.
You can also use Fiddler to identify and debug issues with your add-ins.
Common errors and troubleshooting steps
The following table lists common error messages that users might encounter and steps that your users can take to resolve the errors.
| Error message | Resolution |
|---|---|
| App error: Catalog could not be reached | Verify firewall settings.'Catalog' refers to AppSource. This message indicates that the user cannot access AppSource. |
| APP ERROR: This app could not be started. Close this dialog to ignore the problem or click 'Restart' to try again. | Verify that the latest Office updates are installed, or download the update for Office 2013. |
| Error: Object doesn't support property or method 'defineProperty' | Confirm that Internet Explorer is not running in Compatibility Mode. Go to Tools > Compatibility View Settings. |
| Sorry, we couldn't load the app because your browser version is not supported. Click here for a list of supported browser versions. | Make sure that the browser supports HTML5 local storage, or reset your Internet Explorer settings. For information about supported browsers, see Requirements for running Office Add-ins. |
When installing an add-in, you see 'Error loading add-in' in the status bar
- Close Office.
- Verify that the manifest is valid
- Restart the add-in
- Install the add-in again.
You can also give us feedback: if using Excel on Windows or Mac, you can report feedback to the Office extensibility team directly from Excel. To do this, select File | Feedback | Send a Frown. Sending a frown provides the necessary logs to understand the issue.
Outlook add-in doesn't work correctly
If an Outlook add-in running on Windows and using Internet Explorer is not working correctly, try turning on script debugging in Internet Explorer.
Error Loading Add-ins Word 2016 Download
- Go to Tools > Internet Options > Advanced.
- Under Browsing, uncheck Disable script debugging (Internet Explorer) and Disable script debugging (Other).
We recommend that you uncheck these settings only to troubleshoot the issue. If you leave them unchecked, you will get prompts when you browse. After the issue is resolved, check Disable script debugging (Internet Explorer) and Disable script debugging (Other) again.
Add-in doesn't activate in Office 2013
If the add-in doesn't activate when the user performs the following steps.
Signs in with their Microsoft account in Office 2013.
Enables two-step verification for their Microsoft account.
Verifies their identity when prompted when they try to insert an add-in.
Verify that the latest Office updates are installed, or download the update for Office 2013.
Add-in dialog box cannot be displayed
When using an Office Add-in, the user is asked to allow a dialog box to be displayed. The user chooses Allow, and the following error message occurs.
'The security settings in your browser prevent us from creating a dialog box. Try a different browser, or configure your browser so that error-loading-add-ins-word-2016.html and the domain shown in your address bar are in the same security zone.'
| Affected browsers | Affected platforms |
|---|---|
| Internet Explorer, Microsoft Edge | Office on the web |
To resolve the issue, end users or administrators can add the domain of the add-in to the list of trusted sites in Internet Explorer. Use the same procedure whether you're using the Internet Explorer or Microsoft Edge browser.
Important
Do not add the URL for an add-in to your list of trusted sites if you don't trust the add-in.
To add a URL to your list of trusted sites:
Microsoft Word Error Loading Add Ins
- In Control Panel, go to Internet options > Security.
- Select the Trusted sites zone, and choose Sites.
- Enter the URL that appears in the error message, and choose Add.
- Try to use the add-in again. If the problem persists, verify the settings for the other security zones and ensure that the add-in domain is in the same zone as the URL that is displayed in the address bar of the Office application.
This issue occurs when the Dialog API is used in pop-up mode. To prevent this issue from occurring, use the displayInFrame flag. This requires that your page support display within an iframe. The following example shows how to use the flag.