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

Issue

When loading an Add-in, for example, the FYI Drawer in Outlook, one of the following errors displays:

  • "Add-in Error. Something went wrong and we couldn't start this add-in. Please try again later or contact your system administrator."
  • "This add-in could not be started. Close this dialog to ignore the problem or click “Restart” to try again."

1400_Add-ins_error.gif

Cause

The error "This add-in could not be started" can be experienced with any Microsoft Add-ins; not just FYI. This issue is related to the browser used to render the add-in. Depending on the browser, you may need to either reinstall the add-in or upgrade your operating system.

Solution

Based on the Windows Operating System and version of Microsoft Office in use, your add-ins will be rendered by either Internet Explorer 11 or Microsoft Edge and is separate from the browser used to access FYI.

FYI ended support for Internet Explorer 11 on 30 November 2023. For more information refer to Announcing the End of Life for Internet Explorer 11 (Action required by 30.11.2023). .

To determine if Office is using Microsoft Edge or Internet Explorer to render your Add-ins. Refer to this Microsoft article Browsers used by Office Add-ins.

Then follow the steps below depending on your browser:


Microsoft Edge

Users on updated versions of Windows 11, Windows 10,  and Microsoft 365 typically have Microsoft Edge used to render their Add-ins. The Desktop App Web Viewer has likely become corrupted and will need to be reinstalled.

Please also contact the FYI Support Team 

Repair Microsoft EdgeWebView2 Runtime

  1. On the affected user's computer, open Control Panel (in the Windows Search bar, type Control Panel).
  2. Select Programs.
  3. Select Programs and Features.
  4. in the list of programs, locate Microsoft EdgeWebView2 Runtime.
  5. Right-click over Microsoft EdgeWebView2 Runtime.
  6. Select Change.
  7. On the pop-up, select Repair.

Check if the issue is now resolved. If not, continue to follow the steps below.

Uninstall Microsoft Edge WebView2

If repairing Microsoft Edge WebView2 did not resolve the issue, you may need to remove it completed. However, before uninstalling please be aware of the following possible implications:

  • Some web-based applications using Microsoft EdgeWebView2 may not work as expected.
  • The component may be reinstalled automatically via Windows standard updates and may need to be removed again.
  • Consult your IT consultant if you are experiencing any issues after uninstalling.

To uninstall WebView2:

  1. On the affected user's computer, open the Control Panel
  2. Select Programs
  3. Select Programs and Features
  4. Locate Microsoft EdgeWebView2 Runtime
  5. Right-click over Microsoft EdgeWebView2 Runtime
  6. Select Change or Uninstall and follow the prompts to uninstall the program

PowerShell Command

The following steps should only be completed by an experienced technician. Contact your IT Admin for assistance.

  1. Close all Office modules including Outlook.
  2. Open Powershell (for information on  PowerShell refer to the following Microsoft article What is PowerShell?)
  3. Run the following command on your machine with elevated privileges.
    powershell Add-AppxPackage -register -disable c:\windows\SystemApps\Microsoft.Win32WebViewHost_cw5n1h2txyewy\AppxManifest.xml
  4. Restart any Office program, Outlook for example, and load the FYI Add-in

Check if the issue is now resolved. If not, continue to follow the steps below.


Internet Explorer

FYI ended support for Internet Explorer 11 on 30 November 2023. For more information refer to Announcing the End of Life for Internet Explorer 11 (Action required by 30.11.2023).

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