If the add-in isn't loaded, the Start button will not be visible in the Office applications and the e-mail signature will not be added in Outlook. 


This can have a number of causes, which you will find below.


The add-in is not installed

You can check whether or not the add-in is installed by following these steps:


1.  In the relevant application; go to File -> Options.

    You will be shown the following dialog:


2. Choose Add-ins.

3. At the bottom of the dialog, choose "COM Add-ins" en click on Go...

4. Check if the eformity add-in is present in the list. If so, check whether or not the box has been checked and that Load Behavior has the value "Load at Startup":

  • When the box hasn't been checked, do so and click on OK.
  • When the add-in isn't present in the list, it means that it hasn't been installed. Proceed to install the add-in.



The add-in hasn't been activated

It can also occur that the add-in has been installed, but not activated.

You can check this the following way:


1. Open Regedit.exe (register-editor) from Start -> Execute file.

2. Navigate to the following key:

"HKEY_CURRENT_USER\Software\eformity\Document Builder\Client". 

3. Check if "OfficeWordActive" exists with value 1.

(this step is the same for OfficeExcelActive, OfficeOutlookActive and OfficePowerPointActive)

4. When it doesn't exist, it's possible that it has been turned off in the subscription. It's also possible that this option wasn't checked at installation. You can create the option by doing the following:

  • Click with the right mouse button in the blank area under the "Name" section -> select "New" -> choose "DWORD (32-bit) Value".
  • Enter the name, for example "OfficeWordActive", and press enter.
  • Double click on the name to change its value:
    • 1 = Active.
    • 0 = Inactive.


The add-in has been turned off

It can occur that the add-in has been turned off by Microsoft. Ask your systems administrator to follow these steps to fix the problem:

  1. Close the Office application where the problem has occurred (Word/Outlook/PowerPoint, etc.).
  2. Open Regedit.exe (register-editor) from Start -> Execute file.
  3. Check if the following key exists: "HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\DocumentBuilderMicrosoftOfficeAddin.AddinModule" <- where Outlook stands for the application where the problem has occurred (Word for e.g.).

  4. Remove the key.

  5. Restart the application in question (Word/Outlook/PowerPoint, etc.)


It can also occur that the add-in has been disabled for the relevant Office application. Follow the understanding to check this:

  1. In the relevant Office application; ga naar File -> Options.
    You will then see the following dialog:
  2. Kies Add-ins.
  3. At the bottom, choose for "Disabled items" and click on Go.
  4. Check if the eformity add-in is in the list. If so, enable the add-in and restart the relevant Office application.
  5. Finally, check if the eformity add-in is being loaded upon startup. Do check this, follow the steps mentioned under "The add-in is not installed".


If this doesn't help, there may be a number of other reasons why the add-in has been turned off:

  • The add-in loads too slowly -> always make sure the add-in is installed locally, not on a network.
  • The add-in is slow (this may occur when there is a slow internet connection).
  • The add-in causes an error message, which makes it so the application doesn't work anymore.
  • The add-in clashes with another add-in.
  • Virus scanners.


The application logs should show the reason why an add-in has been turned off.

You may also whitelist an add-in, ensuring that it's always activated.

For more information, please read the following article:

https://support.microsoft.com/nl-be/help/2758876/add-ins-are-user-re-enabled-after-being-disabled-by-office-programs