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Support documentation and FAQs for all Prodigy Learning products including Certiport exams, GMetrix action learning / practice tests and learning solutions from CCI Learning, LearnKey, MeasureUp and Wiley. "Technical Tweets" from @plsupport will provide system updates.

Office Add-Ins

Last Updated: Nov 03, 2016 01:24PM GMT
Some Third Party Add-Ins in Office have been known to inhibit content delivery in GMetrix Modules and/or MOS Exams. Those currently known to us are: 
 
  • Business Connectivity Services Add-In
  • Send to Bluetooth
  • Adobe PDF Maker Add-In
  • McAfee Add-In
  • ESET Add-In
  • Xobni
  • Outlook Hotmail Connector
  • Salesforce for Outlook
  • Ribbon Hero 2: Clippy's Second Chance
  • Any Document Management Systems (DMS) Pack. For Example, "WorkSite"
  • Math Type Add-In (“Math Type DLL cannot be found” error)
  • TeamViewer Meeting Add-In
  • iCloud Outlook Add-in
  • Mendeley Desktop (Word)

To check which Add-Ins are currently installed in Office:
 
  1. Launch the Office Application that you want to check
  2. Click on File>Options>Add-Ins>Go (Office 2010 & 2013)
  3. If you see any of the Add-Ins that are included in the above list, please Remove them. As a general rule, Anti-Virus Add-Ins frequently cause this issue so if you have an Anti-Virus Add-In, which is not listed above, we would recommend that you Remove it, at least for the duration of your Module/Exam delivery.

Notes

  1. You may need to try removing different combinations of Add-Ins to discover the Add-In/s that is/are causing the issue.    
  2. If you see a message saying that "This add-in is installed for all users on this computer, and can only be connected or disconnected by an administrator.", assuming that you have Administrative Rights, try launching the executable Office Application as an Administrator. For example, to do this with Outlook 2010: 
  • Go to C:\Program Files\Office14\ (32bit Windows) or C:\Program Files (x86)\Office14\ (64bit Windows) and Right Click on Outlook.exe (or just “Outlook” if you do not have File Extensions displayed)
  • Select "Run As Administrator"
  • Follow steps 2-3 above
  1. If you have experienced this in Outlook, ensure that Outlook has been configured to run without email support - How To: Configure Outlook to run without email support
  2. Some Programs, in particular Anti-Viruses, are capable of automatically restoring Add-Ins once you have removed them. If you encounter this, you may need to check that Program's configuration for settings to exclude intergration to Microsoft Outlook.

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