What should I do if I no longer see HubSpot in my Outlook inbox?

Last updated: April 18, 2018

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If Outlook detects that it opened slower than normal, it will automatically disable any add-ins that are installed. This means you won't see the HubSpot sprocket in your Outlook inbox, because the HubSpot Sales Outlook desktop add-in may have been disabled by Outlook. 

Why does the add-in become disabled? 

To preserve Outlook's performance, it will disable add-ins such as the HubSpot Sales Outlook desktop add-in if it detects a slow startup. This can happen for a variety of reasons pertaining to your individual email environment and computer system: 

  • Network conditions 
  • Computer memory 
  • Computer speed

How can I re-enable the add-in so I see HubSpot in Outlook again?

Follow these steps to ensure that the add-in is always enabled: 

  • In Outlook, navigate to File. Click Info in the left sidebar, then click Slow and Disabled COM Add-ins.
  • In the dialog box, select Always enable this add-in under HubSpot Sales for Outlook. 

If this option doesn't appear for you, follow these steps instead: 
  • In Outlook, navigate to File and then select Options in the left sidebar menu.
  • In the dialog box that appears, click Add-ins on the left. Ensure that COM Add-ins is selected from the dropdown menu at the bottom beside Manage, and then click Go... 

  • In the dialog box that appears, check HubSpot Sales for Outlook, then click OK

If the add-in is still disabled, review the Load Behavior at the bottom of this dialog box. It might read Unloaded or Not loaded.

What should I do if I see 'Load Behavior: Unloaded'?

If the Load Behavior reads Unloaded, follow the steps below: 

  • Navigate to your PC's start menu > Control Panel.  
  • Click Uninstall a Program
  • Select Microsoft Visual Studio Tools 2010 and click Uninstall
  • Select HubSpot Sales and click Uninstall.  
  • Copy and paste this file path into your PC's start menu: C:\Users\%userprofile%\AppData\Local\Apps\2.0 (be sure to replace %userprofile% with the username you use for your PC).
  • Hit Enter on your keyboard. 
  • Delete all files and folders in the 2.0 folder. Depending on what version of windows you're using, your window might look something like below, where you can select the files and then click Organize > Delete

What should I do if I see 'Load Behavior: Not loaded'? 

You might see Load Behavior: Not loaded, along with the following message: A runtime error occurred during the loading of the COM add-in. If this is what you see, follow these steps:  

  • Close Outlook.  
  • Navigate to your PC's Start menu, and then search for and click regedit. If a dialog box appears after clicking it, click Run.
  • In the window that appears, click HKEY_CURRENT_USER > Software in the left sidebar. 

  • Navigate to Microsoft > Office > Outlook > Addins
  • Right-click the Sidekick folder and click Delete.  

  • Copy and paste this file path into your PC's start menu: C:\Users\%username%\AppData\Roaming (be sure to replace %userprofile% with the username you use for your PC). Hit Enter on your keyboard. 
  • Remove your sidekick folder
  • Navigate to your PC's Start menu > Control Panel
  • Select Uninstall a program
  • Select Microsoft Visual Studio Tools 2010 and click Uninstall
  • Select HubSpot Sales and click Uninstall.  

Please note: if you encounter an error message that the folder or file(s) are currently in use when you attempt to delete them, close all instances of Outlook and Sidekick for Windows. Press Ctrl + Alt + Delete and click Task Manager. Ensure you are in the Processes tab, then locate and right-click the SidekickTrayWPF process and click End Task. Then, attempt to delete the folder or file(s) again.

What if I still don't see the HubSpot add-in in Outlook after enabling it?

If HubSpot Sales still does not appear in Outlook or if HubSpot Sales was not listed in your slow and disabled add-ins, then follow the steps below to adjust Outlook's macro settings: 

  • After you've installed the Hubspot Sales for Outlook add-in, open Outlook.
  • Navigate to File > Options and then select Trust Center.
  • Click Trust Center Settings.
  • Select Macro Settings in the left sidebar menu. 
  • Select the Enable all macros radio button.
  • Under the Add-ins section, deselect Apply macro security settings to installed add-ins.
  •  Select OK and restart Outlook.


Please note: there is a warning associated with the Enable all macros setting. This macro setting allows more web-based applications to run. If you use this macro setting, ensure that any applications you download from the web for Outlook come from trusted and reputable publishers.

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