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Common Add-in errors
Common Add-in errors

Common add-in errors and steps to fix them

Eszter Takacs avatar
Written by Eszter Takacs
Updated over a week ago

ADD-IN ERROR This add-in is not responding. Close this warning dialog to keep it running or click "Restart" to try again.

This error message can show for a variety of reasons and is completely managed by Word; it almost always indicates an issue with Word.

  • Try to close and open Microsoft Word and relaunch Woodpecker. This should solve the majority of cases where this issue appears.

  • If restarting Word doesn't work, usually this error message means that there is a potential compatibility issue with the version of Word that you're using and Woodpecker. Make sure that you've updated Word to the latest version available (more info on updating Word for your operating system here).

  • Following updating Word (or if Word is already updated to the newest version), restart your computer completely and launch Word and Woodpecker again. This should resolve the majority of issues that you experience in Word.

If none of the above solve this issue try the following (PC only):

  1. In Internet Explorer, click the Tools button, and then click Internet Options.

  2. Click the Security tab, and then select the Internet Sites Zone.

  3. Select the Enable Protected Mode check box, and then click OK.

  4. Restart Internet Explorer and Word.

ADD-IN ERROR The service required to use this feature is turned off. Check your privacy settings.

This error is shown when Microsoft's "Connected Experiences" feature is disabled. The Connected Experiences feature allows Microsoft's products to connect to cloud-based services, including their App Store as well as Woodpecker. Enabling this service can be achieved via following the steps below.

  1. Open any document in Microsoft Word

  2. Click "File"

  3. Then click "Account"

  4. Navigate to the Account Privacy section and click "Manage Settings"

  5. Check the box "Enable optional connected experiences"  and click "OK"

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

The solution to this issue depends on a combination of the version of your Windows OS and your Word version which determines the browser used to render all of your add-ins (this is entirely different than your default browser and will either be Internet Explorer or Edge if using a PC).

Refer to this article from Microsoft to determine if the browser being used is IE or Edge.

If your browser is determined as Edge

Users on updated versions of Windows 10 and Microsoft 365 typically have Edge used to render their add-ins and it is possible that the Desktop App Web Viewer is corrupted. Take the steps below to reinstall it.

  1. Close Word

  2. Run the following command on your machine with elevated privileges using Windows Powershell:
    Add-AppxPackage -register -disable c:\windows\SystemApps\Microsoft.Win32WebViewHost_cw5n1h2txyewy\AppxManifest.xml

  3. Restart Word and load Woodpecker.

If your browser is Internet Explorer

Microsoft renders add-ins using Internet Explorer for users on older versions of Windows and Word.


Per the Microsoft article referenced above users should upgrade to Windows 10 version 1903 or higher and Microsoft 365 version 16.011629 and higher.

Enable Protected Mode in the Internet Properties

If upgrading is not an option then enable protected mode in Internet Explorer. Even though your default browser is not Internet Explorer note that Microsoft leverages Internet Explorer for users on specific combinations of Windows and Office versions.

  1. Close Word and all your browsers.

  2. Open Internet Explorer.

  3. Click Tools.

  4. Click Internet Options.

Alternatively, for steps 2 to 4; you may also access the Internet Properties through the steps below:

  1. Press "Windows logo" key + R on your keyboard.

  2. Enter inetcpl.cpl then press the Enter key.

  3. Click Security tab.

  4. Select Internet Sites zone.

  5. Select Enable Protected Mode (make sure the checkbox is checked).

  6. Click OK.

  7. Restart Internet Explorer and Word.

  8. Try to reproduce the issue.

  9. If the issue persists reboot your computer and try again.

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