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Loading Issues

In some cases, the Outlook add-in 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:

  • Windows Vista (with latest service pack), Windows 7, Windows 8 or Windows 10.
  • .NET Framework 4.0 Full.
  • Office 2007 (with latest service pack).
  • Office 2010 (32 bit and 64 bit).
  • Office 2013 (32 bit and 64 bit).
  • 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 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 Outlook. The Outlook add-in should load properly. If not, please proceed to Step 3.
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3. Re-enable Disabled Add-in files for MS Outlook

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

  • In Outlook 2007, click Tools > Trust Center. Select the Add-ins tab and select Manage COM Add-ins and click Go.
    • Make sure the “Secure MS Outlook Toolbar” checkbox is selected and click OK.
  • In Outlook 2010, click File > Options. Select the Add-ins tab and select Manage: COM Add-ins and click Go.
    • Make sure the “Secure MS Outlook Toolbar” checkbox is selected and click OK.
  • In Outlook 2013 & 2016, click File > Options. Select the Add-ins tab and select Manage: COM Add-ins and click Go.
    • Make sure the “Secure MS Outlook Toolbar” checkbox is selected and click OK.
  • Close the window and restart Outlook. The add-in should load properly.
  •  If it does not, please repeat the above instructions for Step 4.
  • If the “Secure MS Outlook Toolbar” checkbox 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” and include a screenshot of the COM Add-ins dialog with the Secure Messaging Office Add-in selected.

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 a Tier 2 agent who will contact you personally by email to complete Step 5 below.
 
 

5. Administrator Advanced Troubleshooting

  • Click Start > Run and enter regedit
  • 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 add-in was uninstalled in a previous step. Please re-install the add-in and then repeat the previous steps. Remember to close 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, restart Outlook. If the add-in still does not load, move to 5.1.
 
 

5.1

  • In Windows Vista/7/8, go to: C:\Users\(Your Username)\AppData\Local\SMOfficeAddin
  • 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.
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5.2

  • Close Outlook
  • Open the file addin-loader.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 Outlook 2010 64-bit, 2013 64-bit or 2016 64-bit, type: regsvr32 adxloader64.dll
    • If you are using Outlook 2007, 2010 32-bit, 2013 32-bit or 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.
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6. Ensure that your Add-in has not been disabled by Outlook:

Enable Slow Loading or Disabled Add-ins
 
 

7. Ensure Outlook is not running as Administrator:

For the standard installation of the add-in, the application is installed for the local, active Windows user only. If the user is running Outlook as an administrator, or as another user, the Secure Messaging Outlook add-in won’t be able to load. It is recommended to run Outlook as the same Windows user that installed the add-in.
 
 

8. Uninstall and reinstall the Toolbar

If none of the above steps correct your problem, please uninstall and reinstall the add-in You can do this by following the uninstall process (opens in new window). You can reinstall by signing in to the Secure Messaging webapp, clicking Install Apps > Windows > Microsoft Office Add-in and 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.