Office 2016 - addins fail to load from Office Store

Question

_{Thursday, November 10, 2016 8:14 AM}

We have a problem with add-ins in Office 2016.

The problem seems to be with all users. All computers are running Windows 10 x64 Education version. They are using Office365 and either Office 2016 downloaded through the Office365 portal or installed manually with a MAK volume license key. When they are trying to add an add-in through the Office Store in Word or Powerpoint (haven't tried other Office programs) they get an error stating that the add-in failed to load. I can't seem to get any detailed info on why the Add-Ins are failing to load. Is there a log somewhere where I can get some information? I don't seem to get any other error code than this one (see screenshot).

This is affecting all devices in the organization, around 50 computers. There are no other add-ins already in Office365. The compatibility is ok - the add-ins work if I go to portal.office.com and add them in the Word Online version. 

All replies (5)

_{Thursday, November 17, 2016 7:38 AM}

Hi,

Has the issue been solved currently?

According to your description, the issue only happens on the Add-in load from the Office Store. Do you mean you are adding the Add-in in Word by going to Insert tab, in the Add-ins tab, clicking the Store?

In Word application, please go to File > Options > Trusted Center > Trusted Center Settings > Trusted Add-in Catalogs, make sure the following options are not checked:

Any updates on your issue, please feel free to let me know.

Regards,

Winnie Liang

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_{Thursday, November 17, 2016 7:37 PM}

Hello Winnie Liang

Do you mean you are adding the Add-in in Word by going to Insert tab, in the Add-ins tab, clicking the Store?

Yes.

The options in the picture you posted are not checked.

However, the issue seems to be related to the fact that the user's Desktop and Documents folders are redirected to a server. If I log into the computer on a local administrator account I can instert add-ins without a problem. I contacted Office365 Support and they told me that they had no solution for me. So basically, if you have folder redirection active in your domain environment, you can't use add-ins in Word and other Office applications by adding them from the Office Store.

_{Tuesday, November 22, 2016 10:08 AM}

Is there no chance of getting add-ins to work when the domain has folder redirection on the Desktop and Documents folder for users? I find it a bit strange if that's the case.

_{Friday, February 23, 2018 1:29 PM}

I was having the same issue. 

fixed it by going to File > Options > Trusted Center > Trusted Center Settings > Trusted Add-in Catalogs.

checked the "don't allow web site add-ins to start", hit OK to save setting, then went back in and unchecked.

i could immediately add add-ins.

_{Monday, April 30, 2018 4:41 PM}

I ran into a case of this. Here's what worked for me.

First, I tried the suggestion to toggle "don't allow web site add-ins to start" in the Trust Center. Pressed OK, closed Word. Re-opened, turned it back off, restarted Word again--didn't help.

Here's what did work:

1. Click the "Error loading Add-Ins" infobox. Got this screen showing that user wasn't signed in (even though her name shows signed-in in the title bar of Word):
   
2. I closed that window, then re-opened it from Insert > My Add-Ins. This window had a Manage My Add-ins link in the upper-right. Clicked that and got a web page asking user to sign in to Office 365. User signed in and the web page listed the add-ins she had previously installed.
3. Opened the Add-Ins window again from **Insert **> My Add-Ins. This screen showed that she needed to sign in: "sign in with your account to use add-ins from the Office Store"
   
4. Clicked Sign In and user was signed in automatically (SSO). After this point, add-ins worked normally. Was able to close Word down, re-open it, and add-ins continued to work.