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OnePlaceDocs addin keeps disappearing from office ribbon

Hi Support,

We have a very common issue with our users where the oneplacedoc addin will disappear out of the users outlook/word/excel/powerpoint 2013 and I will have to get them to go into the COM add-ins to readd the add-in. Why does this keep happening and is there a permanent solution to this?

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lily ji shared this idea  ·   ·  Report…  ·  Admin →
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  • Elissa commented  ·   ·  Report

    Hi Billy

    Thank you for getting in touch.

    If the load behaviour for the addin is set to 3, other possible issues may be that the config.xml file has an issue or a pre-requisite needs to be updated.

    If you do not recieve any error message, the following KB may assist in forcing an error to appear, which can assist in identifying the issue

    http://www.oneplacesolutions.com/support/0053.html

    Kind regards

    Elissa

  • Billy commented  ·   ·  Report

    Any updates this is also happening to me!

  • lily ji commented  ·   ·  Report

    HI Zeeshan,

    We are using office 2013 and version 30.23.16123.0 of OnePlaceDocs.

    I can confirm that all the registry keys are set up 3 in the load behavior. This issue is intermittent for our users, it doesn't happen to everyone but every so often the addin will drop off for some users. For some it continue to drop off after a restart.

    At the moment the only way for us to fix this issue is to recreate the users profile which is not the right solution. I would like to figure out the root cause of the issue and fix that.

  • Zeeshan Ahmed commented  ·   ·  Report

    Hi Lilly,

    Thank you for your inquiry.

    Can you please confirm if only one version of Office and OnePlaceDocs is installed on the user's machine?

    What version of OPD is installed on the machine? you can find the version number from the about section of OPD.

    Can you please check the following registry and ensure Load Behaviour is set to 3

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Word\Addins\OnePlacedocs

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Excel\Addins\OnePlacedocs

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\PowerPoint\Addins\OnePlacedocs

    HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Office\PowerPoint\Addins\OnePlacedocs

    HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Office\Word\Addins\OnePlacedocs

    HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Office\Excel\Addins\OnePlacedocs

    https://d2r1vs3d9006ap.cloudfront.net/s3_images/1514042/loadbehaviour.GIF?1479944348

    Please let me know if you have any further queries.

    Regards,

    Zeeshan

OnePlaceDocs (Desktop)

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