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What should I do if my sales extension for Outlook is repeatedly becoming disabled?

Last updated: September 13, 2017

Available For:

Marketing: N/A
Sales: Free, Professional

If your Outlook detects that it opened slower than normal, it will automatically disable any plugins that are installed. When this happens, you can follow these steps to make sure the plugin is always enabled: 

  • In Outlook, navigate to File. Click Info in the left sidebar and then click Slow and Disabled COM Add-ins.
  • In the pop-up box, select Always enable this add-in
If this option doesn't appear for you, then you can follow these steps instead: 
  • In Outlook, navigate to File and then select Options in the left sidebar.
  • In the pop-up box, click on Add-ins in the left sidebar. Make sure that COM Add-ins is selected from the dropdown menu at the bottom beside Manage, and then click Go... 

  • In the pop-up box, check the box beside Sidekick and then click OK

If the add-in is still being disabled, in this same window, review the Load Behavior at the bottom. It might read Unloaded or Not loaded.

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

If the Load Behavior reads Unloaded, then you can 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/Sidekick 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). Then select 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

  • After deleting the files, reinstall Microsoft Visual Studio Tools here
  • Then download the sidekick.reg.zip file here. Once you click to download, double-click the sidekick file and then click Run in the pop-up box.
  • Restart Outlook. 

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 pop-up box appears after clicking on it, click Run.
  • In the window that appears, click HKEY_CURRENT_USER > Software in the left sidebar. 

  • Then select Microsoft > Office > Outlook > Addins
  • Right-click on the Sidekick folder and then 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). Then select 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/Sidekick and click Uninstall.  
  • Reinstall Microsoft Visual Studio Tools here.
  • Install the HubSpot Sales extension for Outlook here.

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