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Toolbar Loading Issue

In some cases, the MS Outlook® Toolbar doesn’t load correctly and reinstalling it does not fix the problem. There are four known possible issues. Follow the instructions below in order:

1. Check minimum System Requirements:

  • MS Windows® Vista (with latest service pack), MS Windows® 7, MS Windows® 8 or MS Windows® 10.
  • MS .NET® Framework 4.0 Full.
  • MS Office® 2007 (with latest service pack).
  • MS Office® 2010 (32 bit and 64 bit).
  • MS Office® 2013 (32 bit and 64 bit).
  • MS Office® 2016 (32 bit and 64 bit).

If your computer meets the above minimum System Requirements, please proceed to step 2.

2. Turn on User Access Control (UAC).

  • In Windows® Vista, click on ‘Start > Control Panel’. Set control panel to Classic View, click ‘User Accounts’, then click the ‘Turn User Account Control On / Off’ menu option.
  • Make sure UAC is turned on and click ‘OK’.
  • In Windows® 7, click on ‘Start > Control Panel > System and Security’. Select ‘Change User Account Control Settings’ under Action Center.
  • Make sure UAC is turned on and click ‘OK’.
  • In Windows® 8 & 10, right-click on ‘Start > select Control Panel > System and Security’. Select ‘Change User Account Control Settings’ under Action Center.
  • Make sure UAC is turned on and click ‘OK’.
  • Close the window and restart MS Outlook®. The MS Outlook® Toolbar should load properly. If not, please proceed to step 3.

3. Re-enable Disabled Add-in files for MS Outlook®:

  • In MS Outlook® 2007, click the ‘Tools > Trust Center’ menu.
    • Select the ‘Add-ins’ tab and select ‘Manage COM Disabled Items’ (drop down option at the bottom) and click ‘Go’.
    • If the ‘Secure MS Outlook® Toolbar’ item is disabled, simply highlight it and press ‘Enable’.
  • In MS Outlook® 2010, click the ‘File > Options’ menu.
    • Select the ‘Add-ins’ tab and select ‘Manage: Disabled Items’ (drop down option at the bottom) and click ‘Go’.
    • If the ‘Secure MS Outlook Toolbar’ item is disabled, simply highlight it and press ‘Enable’.
  • In MS Outlook® 2013 & 2016, click the ‘File > Options’ menu.
    • Select the ‘Add-ins’ tab and select ‘Manage: Disabled Items’ (drop down option at the bottom) and click ‘Go’.
    • If the ‘Secure MS Outlook Toolbar’ item is disabled, simply highlight it and press ‘Enable’.
  • Close the window and restart MS Outlook®. The MS Outlook® Toolbar should load properly. If not, please proceed to step 4.

4. Enable Secure MS Outlook® Toolbar as a COM Add-In for MS Outlook®:

  • In MS Outlook® 2007, click the ‘Tools > Trust Center’ menu. Select the ‘Add-ins’ tab and select ‘Manage COM Add-ins’ and click ‘Go’.
    • Make sure the ‘Secure MS Outlook Toolbar’ check box is selected and click ‘OK’.
  • In MS Outlook® 2010, click the ‘File > Options’ menu. Select the ‘Add-ins’ tab and select ‘Manage: COM Add-ins’ and click ‘Go’.
    • Make sure the ‘Secure MS Outlook Toolbar’ check box is selected and click ‘OK’.
  • In MS Outlook® 2013 & 2016, click the ‘File > Options’ menu. Select the ‘Add-ins’ tab and select ‘Manage: COM Add-ins’ and click ‘Go’.
    • Make sure the ‘Secure MS Outlook Toolbar’ check box is selected and click ‘OK’.
  • Close the window and restart MS Outlook®. The MS Outlook® Toolbar should load properly.
    • If it does not, please repeat step 4, and if the ‘Secure MS Outlook® Toolbar’ check box is set back to unchecked, please contact your administrator with the following text in the subject line: ‘Secure MS Outlook® Toolbar COM Add-in won’t stay enabled – Request Advanced’. You will be contacted shortly.

NOTE: If none of these steps solve your problem, please contact your administrator and provide a detailed explanation of your problem. Your support case will be escalated to at Tier 2 agent who will contact you personally by email to complete Step 5 below.

5. Administrator Advanced Troubleshooting:

  • Go to Start / Run and enter ‘regedit’ (without quotes)
  • Go to this folder: HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\OutlookToolbar.AddinModule
  • In the folder, check for a key called ‘LoadBehavior’

If you don’t have this KEY in the registry, it may be because the Toolbar was uninstalled in a previous step. Please re-install the Toolbar and then repeat the previous steps. Remember to close MS Outlook before installing and when the installation completes, please wait until you see the dialog ‘Secure MS Outlook Toolbar registered successfully’. If the same behavior exists, and you still do not see the registry folder (make sure to press F5 to refresh the registry editor), please proceed to step 5.1.

If you do see the LoadBehavior key, please ensure the value is 3. If it is 2 or another value, please close Outlook and set LoadBehavior value to 3.

After setting the LoadBehavior to 3, start Outlook. If the Toolbar still does not load, move to 5.1.

5.1.

In Windows Vista/7/8, go to:

  • C:\Users\(Your Username)\Documents\Add-in Express

Send all of the log files in this folder to support and wait for a response before proceeding to step 5.2.

If you do not see this file, proceed to step 5.2.

5.2.

  • Close MS Outlook
  • Open the file ‘adxloader.log’ above in 5.1, and copy the location path of the ‘Startup directory’ (near the top).
  • Open a Command window (Start / Run / cmd), type ‘cd’, then a space, then paste in the folder path you copied in the the previous step. To paste in the command window, click on the black icon at the top left corner and choose ‘Paste’. Click enter.
  • Once the directory is changed, enter the command based on Outlook version:
    • If you are using MS Outlook 2010 64-bit, 2013 64-bit or 2016 64-bit, type: ‘regsvr32 adxloader64.dll’
    • If you are using MS Outlook 2007, 2010 32-bit, 2013 32-bit pr 2016 32-bit, type: ‘regsvr32 adxloader.dll’
  • You should see a confirmation message that the command was successful.
  • Close the Command window and start Outlook. It should work correctly now.

6. Ensure Outlook is not running as Administrator:

For the standard installation of the Toolbar, the application is installed for the local, active Windows user only. If the user is running Outlook as the Administrator, or as another user, the Secure MS Outlook Toolbar can’t load. Recommend running Outlook as the same Windows user that installed the Toolbar.

7. Uninstall and reinstall the Toolbar:

If none of the above steps correct your problem, please uninstall and reinstall the Toolbar. You can do this by following the uninstall process (opens in new window). You can reinstall by signing in to the Secure Message Center (Webmail) and clicking on ‘MS Outlook Toolbar’ in the ‘Tools’ menu. Follow the instructions on this page (opens in new window) to complete the installation.

If uninstalling and reinstalling does not correct the problem, please contact your administrator.