ADD-IN ERROR: This add-in could not be started. Close this dialog to ignore the problem or click "Restart" to try again.

When opening a Microsoft Office application, you may see the following error message:

This add-in could not be started. Close this dialog to ignore the problem or click "Restart" to try again.

This error can occur when Microsoft Office is unable to load the Pickit add-in correctly. The issue is typically caused by one of the following:

• A temporary Office or add-in loading issue
• An outdated version of Office
• Network or connectivity problems
• Corrupted Office cache files
• Office disabling the add-in after a previous startup failure
• Security policies or antivirus software preventing the add-in from loading
  
  

Resolution

Follow these steps in order until the issue is resolved.

1. Restart the Office application

Click Restart in the error message. If the add-in still doesn't load, completely close the Office application and reopen it.

2. Sign out and sign back in

1. Open any Microsoft Office application.
2. Select File → Account.
3. Sign out of your Microsoft account.
4. Restart the application.
5. Sign back in and try opening Pickit again.

3. Verify your internet connection

Pickit requires an active internet connection to load content and authenticate users.

• Confirm you can access other websites.
• If you're connected through a VPN, try temporarily disconnecting and testing again.
• Check whether your organization's firewall is blocking Pickit services.

4. Update Microsoft Office

Make sure you're running the latest version of Microsoft Office.

1. Open an Office application.
2. Select File → Account.
3. Under Office Updates, select Update Options → Update Now.
4. Restart Office after the update completes.

5. Clear the Office add-in cache

Clearing the Office cache can resolve issues caused by corrupted local files.

1. Close all Office applications.
2. Delete the Office add-in cache files according to your organization's IT guidelines.
3. Reopen Office and launch Pickit again.

6. Reinstall the Pickit add-in

If the issue persists:

1. Remove the Pickit add-in from Microsoft Office.
2. Close all Office applications.
3. Install the latest version of the Pickit add-in.
4. Restart Office and sign in again.

Still need help?

If none of the steps above resolve the issue, contact your IT administrator or Pickit Support and provide the following information:

• The Office application you're using (PowerPoint, Word, etc.)
• Your Office version
• Your operating system version
• A screenshot of the error message
• Any troubleshooting steps you've already completed