Fixing errors with the Smokeball Outlook Add-in

This guide will help you troubleshoot the error messages/issues that may come up when using the Smokeball Outlook add-in.

Fixing error messages that appear when using the add-in

Follow the steps below to troubleshoot and fix the following Outlook error messages:

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

The issue that prompts the above error messages is typically caused by Outlook disabling the Smokeball COM add-in.

1. In the Outlook desktop app (not the web browser version of Outlook), click on File in the top-left corner.
   
    
2. Select the Info tab from the menu on the left and click on the Manage COM Add-ins button next to the Slow and Disabled COM Add-ins section.
   
    
3. In 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, 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, then click Apply.
     
4. Select Close. The Smokeball add-in should reload momentarily.

If you run into any issues during the troubleshooting process steps listed above, follow the instructions below for the additional checks you can perform.

Verify the Smokeball COM Add-in is working

1. In the Outlook desktop app (not Outlook on the web browser), click on File in the top-left corner.
   
    
2. Select Options at the bottom of the menu on the left.
   
3. Once the Outlook Options window opens, select Add-ins from the menu on the left.
4. Choose COM Add-ins under the Manage drop-down menu. Click the Go button.
   
5. Ensure the SmokeballOutlookAddIn 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. Fully close and reopen Outlook.

SmokeballOutlookAddIn cannot be loaded due to a runtime error

If you are seeing the error message "Load Behavior: Not loaded. A runtime error occurred during the loading of the COM Add-in" when ticking the SmokeballOutlookAddIn option, this may be caused by an error with the installation of the add-in.

The next course of action is to uninstall and reinstall Smokeball on your PC. 

Refer to our Desktop Troubleshooting guide for how to uninstall Smokeball 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 menu on the left.
2. Select Disabled Items from the Manage drop-down menu. Click the Go button.
   
    
3. Click on the Smokeball Outlook add-in and select Enable.
4. Click OK to exit Outlook Options.
5. Fully close and reopen Outlook.

Other COM Add-ins that may cause issues

Please note that some COM Add-ins from other programs may cause the SmokeballOutlookAddIn to crash or run slowly. 

Issues have been identified with the following Adobe Add-ins:

• 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, you can set them to be inactive by unticking them in the COM Add-ins window, then restarting Outlook.