KnowledgeBase
HandiSoft Addin dropping off
https://www.zones.sagehandisoft.com.au/kb//article.php?id=254
Activating the Microsoft Office add-ins in Document Manager enables you to save documents directly from Word, Excel and Outlook into the Document Manager.
Add-ins like the HandiSoft add-in provide optional commands and features to the host application and are dependent on the host application like Office in this instance allowing a protocol for the exchange of information.
From time to time you may experience the HandiSoft add-in dropping off and if it has not been caused by a change in these protocols from the host application it may be due to one of the following more common reasons:
- User has inadvertently changed the load behaviour of the add-in
- Conflicting with another Add-in
- Entries set incorrectly in the registry
- An Email is not Selected
- Addin has been disabled.
If you are having problems with your HandiSoft Addin, close out of all Microsoft Office products.
Go to Document Manager and click Options - General from the menu.
In the General Options click Deactivate and then Activate. This will often resolve any problems you are having. Most of the issues described below can be resolved by simply deactivating \reactivating the Microsoft Office Addin.
1. User has inadvertently changed the load behaviour of the Add-in
If Outlook is not closed correctly or crashes the next time it is launched the user may receive the following message
Outlook experienced a serious problem with the HandiSoft add-in. If you have seen this message multiple times, you should disable this add-in and check to see if an update is available. Do you want to disable this add-in?
If you choose YES to this message the Add-in will be disabled and you will need to manually enable the Add-in or deactivate the Add-in and reactivate the Add-in as described above.
2. Conflicting with another Add-in
If the Handisoft Add-in is in conflict with another Add-in this will cause the add-in to drop off. The best method to detect if this is the cause is to disable all non-essential Add-ins and add them back in over a specified period of time. This will enable you to identify which Add-in is causing the issue. If the conflicting Add-in is not required, it will be best to leave it disabled.
3. Entries set incorrectly in the registry
Occasionally the entries may be set incorrectly in the registry. If this is the case it is best to deactivate the Add-in and reactivate the Add-in from Document Manager.
If you are confident working in the registry you can check the following settings.
The load behaviour should be set to 3
Office addin entries are located within HKEY_CURRENT_USER
Key: HK_CUSoftwareMicrosoftOffice<ProductName>Addins HsOfficeAddIn.HandiSoftOfficeAddIn
String Value - Default: <blank>
DWORD: CommandLineSafe: 0
String Value Description: HandiSoft Office AddIn
String Value FriendlyName: HandiSoft Office AddIn
DWORD LoadBehavior: 3
(Outlook only) DWORD RequireShutdownNotification: 1
<ProductName> is equal to Outlook, Excel or Word
If you attempt to enable the HandiSoft Office Add-in within Outlook and it does not enable, it could have been blacklisted by Outlook.
Outlook holds a list of Add-in resilience in the registry under the key
HK_CUSoftwareMicrosoftOffice<OfficeVersion>OutlookResiliency
Under this key is an additional 2 keys CrashingAddinList and DisabledItems.
Within both keys is a list of Binary values which will need to be inspected to determine if they are for the HandiSoft Office Add-In.
If the binary equals the path to the .dll deleting these entries will allow the Add-in to load again
It is possible however to stop Outlook from disabling the Add-in
Create a key named DoNotDisableAddinList under HK_CUSoftwareMicrosoftOffice<OfficeVersion>OutlookResiliency
Create a new DWORD named HsOfficeAddIn.HandiSoftOfficeAddIn and set its value to 1
4. Email is not Selected
Often we receive reports of the Add-in randomly disappearing from Outlook. The Add-in will only be available when an email is selected in Outlook. Try and select an email and establish whether the Add-in reappears again.
5. Addin is disabled
Deacting and Reactivating the Addin will reset the Addin and make it active again.