AddIn error - how do we figure out why?

[David Thielen]

Hi;

We're now getting this for the third time, we have a customer on Vista
where they install our software and it will not come up.

1) Ran installer, it ran fine, copied all files, registry entries are
correct, launches Word at end of installer. There is an "Add-Ins" tab
that shows his other add-ins but no AutoTag. I looked in his "Word
Options->Add-Ins" AutoTag does not show up. I tried to add the Shim
file manually through the "Word Options interface and it does nothing,
just takes you back to the add-ins dialog to add more.
2) Tried uninstalling and reinstalling. Same results.
3) Does not show up in disabled items.

What the other two customers did was upgrade their O/S from Vista to
XP to solve this problem. However, this customer wants to stick with
Vista.

How can we determine why Office will not load our AddIn. They are
running the student version of Office 2007 enterprise SP-2 on Vista
SP-1. Office must have a way to say why it is not running an AddIn.

thanks - dave

david@[email protected]
Windward Reports -- http://www.WindwardReports.com
me -- http://dave.thielen.com

Cubicle Wars - http://www.windwardreports.com/film.htm

 

[Colbert Zhou [MSFT]]

Hello Dave,

Firstly, I highly recommend the tool AddInSpy. This tool will detect the
COM AddIn's prerequisites and loading errors. Please download it from,
http://code.msdn.microsoft.com/AddInSpy/.

It has a friendly WPF GUI that can report every AddIn's status. For more
information, please read,
http://blogs.msdn.com/andreww/archive/2008/09/30/addinspy.aspx
http://msdn.microsoft.com/en-us/library/cc984533.aspx

As to the issue itself, since the AddIn does not appear in the COM AddIn
Dialog, it looks like a COM registry issue to me. So my guess is correct,
we can use Process Monitor to listen to the msiexec's registry actions
during the installing. Then we may find some useful information to narrow
down the problem.

Please let me know your test result. So we can go to future investigations
to find out the problem's root cause. Have a nice day!


Best regards,
Colbert Zhou (colbertz @online.microsoft.com, remove 'online.')
Microsoft Online Community Support

Delighting our customers is our #1 priority. We welcome your comments and
suggestions about how we can improve the support we provide to you. Please
feel free to let my manager know what you think of the level of service
provided. You can send feedback directly to my manager at:
(e-mail address removed).

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professional working with you may need further investigation to reach the
most efficient resolution. The offering is not appropriate for situations
that require urgent, real-time or phone-based interactions or complex
project analysis and dump analysis issues. Issues of this nature are best
handled working with a dedicated Microsoft Support Engineer by contacting
Microsoft Customer Support Services (CSS) at
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[David Thielen]

THANK YOU, THANK YOU, THANK YOU, THANK YOU, THANK YOU, THANK YOU,
THANK YOU, THANK YOU, THANK YOU, THANK YOU, THANK YOU!!!!!

AddInSpy gave us the answer. Somehow the CLSID entries for our AddIn
in the registry cannot be accessed by any user - not even by the
Admin. (I hate Vista security.)

thanks - dave

Hello Dave,

Firstly, I highly recommend the tool AddInSpy. This tool will detect the
COM AddIn's prerequisites and loading errors. Please download it from,
http://code.msdn.microsoft.com/AddInSpy/.

It has a friendly WPF GUI that can report every AddIn's status. For more
information, please read,
http://blogs.msdn.com/andreww/archive/2008/09/30/addinspy.aspx
http://msdn.microsoft.com/en-us/library/cc984533.aspx

As to the issue itself, since the AddIn does not appear in the COM AddIn
Dialog, it looks like a COM registry issue to me. So my guess is correct,
we can use Process Monitor to listen to the msiexec's registry actions
during the installing. Then we may find some useful information to narrow
down the problem.

Please let me know your test result. So we can go to future investigations
to find out the problem's root cause. Have a nice day!


Best regards,
Colbert Zhou (colbertz @online.microsoft.com, remove 'online.')
Microsoft Online Community Support

Delighting our customers is our #1 priority. We welcome your comments and
suggestions about how we can improve the support we provide to you. Please
feel free to let my manager know what you think of the level of service
provided. You can send feedback directly to my manager at:
(e-mail address removed).

==================================================
Get notification to my posts through email? Please refer to
http://msdn.microsoft.com/en-us/subscriptions/aa948868.aspx#notifications.

Note: The MSDN Managed Newsgroup support offering is for non-urgent issues
where an initial response from the community or a Microsoft Support
Engineer within 1 business day is acceptable. Please note that each follow
up response may take approximately 2 business days as the support
professional working with you may need further investigation to reach the
most efficient resolution. The offering is not appropriate for situations
that require urgent, real-time or phone-based interactions or complex
project analysis and dump analysis issues. Issues of this nature are best
handled working with a dedicated Microsoft Support Engineer by contacting
Microsoft Customer Support Services (CSS) at
http://support.microsoft.com/select/default.aspx?target=assistance&ln=en-us.
==================================================
This posting is provided "AS IS" with no warranties, and confers no rights.

david@[email protected]
Windward Reports -- http://www.WindwardReports.com
me -- http://dave.thielen.com

Cubicle Wars - http://www.windwardreports.com/film.htm