Errors with the triConvey Outlook Add-in

Learn how to troubleshoot and fix the following Outlook error messages:

• Outlook disabled the add-in SmokeballOutlookAddin.
• Outlook detected an issue with the add-in "SmokeballOutlookAddin.

Table of Contents

• Getting Started
• Fix Outlook error message
• Verify the Smokeball COM Add-in is working
• SmokeballOutlookAddIn cannot be loaded due to a runtime error
• SmokeballOutlookAddIn is not listed in COM Add-ins
• Other COM Add-ins that may cause issues

Getting Started

As our software is powered by Smokeball, all Add-ins will make reference to Smokeball instead of triConvey.

Fix Outlook error message

This issue is typically caused by Outlook disabling the Smokeball COM add-in. You can resolve the issue by following the steps below:

1.    In the Outlook desktop app (not Outlook on the web browser), click File from the top-left corner.

2.    Select the Info tab and click Manage COM Add-ins next to the Slow and Disabled COM Add-ins section.

3.    On the Slow and Disabled Add-ins window, you may see "SmokeballOutlookAddIn" listed.

• If the message states "This add-in caused Outlook to crash. As a result, it was disabled.", click on Options, select Enable this add-in and then click Apply.
  
  
• If the message states "This add-in caused Outlook to start slowly. It wasn't disabled because it's on the Always Enable list"., click on Options, select Do not monitor this add-in for the next 30 days and then click Apply.
  

4.    Select Close. The Smokeball add-in should reload momentarily.

Verify the Smokeball COM Add-in is working

1.    In the Outlook desktop app (not Outlook on the web browser), click File from the top-left corner.

2.    Select Options from the bottom-left corner.

3.    The Outlook Options window will open. Select Add-ins from the left panel.

4.    Choose COM Add-ins under the Manage drop-down menu and select Go.

5.    Ensure the SmokeballOutlookAddIn checkbox is ticked.

6.    Select OK to exit the window.

7.    Check that the add-in has been enabled by navigating back to Outlook Options.  SmokeballOutlookAddIn should be listed under Active Application Add-ins.

8.    Completely close and reopen Outlook.

SmokeballOutlookAddIn cannot be loaded due to a runtime error

If you are experiencing the following error message when ticking the SmokeballOutlookAddIn: 

"Load Behavior: Not loaded. A runtime error occurred during the loading of the COM Add-in". 

this may be caused by an error with the installation of the add-in.

The next course of action is to uninstall and reinstall triConvey on your PC. Refer to our Desktop Troubleshooting guide on how to uninstall triConvey cleanly before reinstalling it.

SmokeballOutlookAddIn is not listed in COM Add-ins

If the Smokeball add-in still does not load, check that it has not been disabled by Outlook.

1.    Open Outlook Options and select Add-ins from the left menu.

2.    Select Disabled Items from the Manage drop-down menu and select Go.

3.    Click on the Smokeball Outlook add-in and select Enable.

4.    Select OK to exit Outlook Options.

5.    Completely close and reopen Outlook.

Other COM Add-ins that may cause issues

COM Add-ins from other programs may cause the SmokeballOutlookAddIn to crash or run slowly. Issues have been identified with some Adobe Add-ins, specifically:

• Acrobat PDFMaker Office COM Addin
• Adobe Document Cloud for Microsoft Outlook - Acrobat

If you have any of the above COM Add-ins listed under your Active Application Add-ins, make them inactive by unticking them in the COM Add-ins window, then restart Outlook.