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If your ContactMonkey Add-in won't load, appears blank, or shows an error message, this guide will help you get back up and running. Most loading issues are caused by browser settings, security tools, or software updates.

Quick Fixes to Try First

For any kind of loading issue with the ContactMonkey Add-in, start with these essential troubleshooting steps:

1. Log out and log back in to the ContactMonkey sidebar in Outlook, which helps refresh your connection (click the Gear icon in the top right > click Log Out)
2. Restart your application. Close and reopen the application you’re using to access ContactMonkey (ie. Outlook, Web Browser), or restart your computer. Regular restarts and periodic software updates are essential for your computer's health and ContactMonkey's performance
3. Check for software updates. Download any pending updates for New Outlook or Classic Outlook, as well as your operating system (Windows and Mac)

If the issue continues after trying these steps, proceed to the troubleshooting solutions below based on your specific error.

Common Causes

Add-in loading issues are often tied to your device environment or organizational settings rather than ContactMonkey itself. The most frequent culprits include:

1. Pending Outlook software updates - Outdated versions may have compatibility issues
2. VPN, ad-blocker, or anti-virus software - These tools block Add-in functionality
   1. Note: For VPN-related issues, your IT team should ensure ContactMonkey application endpoints aren't blocked. Contact your Customer Success Manager or support@contactmonkey.com for your region's endpoint documentation.
3. Incorrect region settings - The Add-in must be set to the correct data hosting region
4. Blocked endpoints - Your IT team may need to enable ContactMonkey endpoints for your organization's region
5. Security tools - Software like Zscaler or development tools like Vite can prevent proper loading

Note: Is the Add-in missing within Outlook? Please see our guides below for more information:

• Re-enable the Web Add-in
• Re-enable the Non-Web Add-in

Blank Add-in (No Error Message)

Issue: The Add-in sidebar appears completely blank with no content or error message.

Solution:

1. Relaunch Outlook or Office 365
2. Download any pending Outlook software updates
3. Temporarily disable your VPN, ad-blocker, or anti-virus software to test
4. If the issue persists, contact your IT team to investigate. This may be related to your device configuration or Office 365 environment settings.

"Something went wrong" Error

Issue: When opening the Add-in, you see this message: "Add-in Error: Something went wrong, and we couldn't start this Add-in. Please try again later or contact your system administrator."

This can happen in Outlook On The Web (OWA) or in the Outlook desktop app.

Solution for Outlook On The Web (OWA): If you're using Outlook in an internet browser page, this error is caused by ad-blocker browser extensions. Disable any ad-blocking extensions in your browser and try opening the Add-in again.

To disable browser extensions:

1. Click the three dots in the top right corner of your browser
2. Select More Tools → Extensions
3. Disable or remove any ad-blocker extensions
4. Refresh Outlook and reopen the Add-in.

Solution for Outlook Desktop: If you're using the Outlook desktop app, this error can be resolved by clearing Outlook cache.

To clear your Outlook cache:

1. Close Outlook.
2. Go to Settings → Apps → Installed apps.
3. Find Outlook → ⋯ → Advanced options.
4. Under Reset, click Repair (recommended first).
5. Reopen Outlook and try the ContactMonkey add-in again.
6. If Repair doesn’t help, use Reset (full cache clear), then sign back in and re-sync.

"Could not be started" Error

Issue: In Outlook on the Web (OWA), you see this message: "ADD-IN ERROR: This add-in could not be started. Close this dialog to ignore the problem or click 'Restart' to try again."

Solution: Follow these steps in order:

1. Test in Outlook on the Web - Access OWA at https://outlook.office.com/mail/ or your organization's web portal. If the Add-in works there but not in desktop Outlook, the issue is with your desktop application.
2. Update your device - Check for and download any pending system updates (Windows and Mac).
3. Update Outlook - Download pending Outlook updates; you may need IT assistance for this step. Learn how to update Outlook here.
4. Disable browser extensions - Turn off VPN, ad-blocker, or anti-virus extensions (such as uBlock) that might interfere with the Add-in.
5. Restart your device - A full restart can resolve connection issues.
6. Verify region settings - Ensure the Add-in is set to the correct region for your organization.

If none of these steps resolve the issue, contact your IT team with this article so they can investigate device-specific or security tool conflicts.

"Refused to Connect" Error

Issue: In Outlook on the Web (OWA), the Add-in appears greyed out and displays "ContactMonkey refused to connect." In Firefox, this may show as "Firefox Can't Open This Page."

Solution: This error indicates the Add-in region is set incorrectly. Reset the region setting to resolve the issue: What If I Selected The Wrong Region When Signing In? 

The region must match where your ContactMonkey account data is hosted. If you're unsure which region to select, contact your ContactMonkey administrator or support@contactmonkey.com.

"A runtime error occurred" Error

Issue: In Classic Outlook, the Non-Web Add-in can fail to load and shows a “Not loaded. A runtime error occurred during the loading of the COM Add-in.” error message.

Solution: This requires manually updating to the latest version of the Non-Web Add-in. Please consult your IT team and refer to the following guide: Update the Non-Web Add-in

Still Not Working?

If you've completed all troubleshooting steps and the Add-in still won't load, contact our support team at support@contactmonkey.com. Include the following information in your message:

• Which troubleshooting steps you've already tried
• Your Outlook version
• Whether the Add-in works in OWA