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

Solution

The solution depends on a combination of the version of your Windows operating system and your Outlook/Office, used to determine the browser used to render all of your Add-ins.

Note: The browser used to render the add-in will be either Internet Explorer or Microsoft Edge, and is separate from the browser used to access FYI.

As the first part of the solution, determine if your browser 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
• Internet Explorer

Microsoft Edge

• PowerShell Command
• Repair Microsoft EdgeWebView2 Runtime
• Uninstall Microsoft EdgeWebView2 Runtime

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 at support@fyidocs.com.

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.

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

Internet Explorer

• Upgrade your Operating System
• Enable Protected Mode in the Internet Properties

Microsoft renders Add-ins using Internet Explorer for users on older versions of Windows and Outlook.

Upgrade your Operating System

As per the Microsoft article Browsers used by Office Add-ins, users should upgrade to Windows 10 version 1903 or higher and Microsoft 365 version 16.011629 and higher. For further information on the end-of-life of Microsoft products please refer to the Microsoft article Lifecycle FAQs.

Enable Protected Mode in the Internet Properties

If upgrading is not an option right now, you can try to enable protected mode in Internet Explorer.

Even though your default browser is not Internet Explorer note that Microsoft leverages Internet Explorer for users on specific combinations of Windows and Office versions.

1. Close Outlook and all your browsers
2. Open Internet Explorer
3. Click Tools
4. Click Internet Options
5. Click Security tab
6. Select Internet Sites zone
7. Select Enable Protected Mode (make sure the box is checked).
8. Click OK.
9. Restart Internet Explorer and Outlook
10. Try to reproduce the issue

If the issue persists reboot your computer and try again. If you still encounter issues, please contact the FYI Support Team at support@fyidocs.com.