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Patent Bots Support

How do I troubleshoot Word add-in problems?

  • Updated

Like all things Microsoft, their Word add-ins can be a little buggy.  Here, we provide you with assistance if our add-in is not working correctly.

See if the problem is a Microsoft bug

To see if the problem with the add-in is a Microsoft bug and not a Patent Bots bug (which is usually the case), you can install another Word add-in, such as the Wikipedia Word add-in.  You should see the same problems with the Wikipedia add-in.  If you have a similar problem with the Wikipedia add-in, it is a Microsoft bug and you should contact Microsoft support for assistance.  If the Wikipedia add-in works, continue the troubleshooting steps here.

Easy Troubleshooting

In many instances, the following will fix add-in problems:

  • Make sure you are able to login to the Patent Bots website with the Edge browser (on Windows) or with the Safari browser (on Mac).  
  • Closing and reopening Word.
  • Making sure you are logged into Word.
  • Making sure that the web browser used by Word add-ins (usually Edge on Windows and Safari on Mac) is not blocking pop-up windows that are required for login.
  • Uninstalling the add-in, closing and reopening Word, and reinstalling the add-in.
  • Uninstalling the add-in, restarting your computer, and reinstalling the add-in.
  • Under Word Preferences for Privacy, there is an option "Turn on optional connected experiences."  This option must be checked.

Harder Troubleshooting

Your IT may need to assist with other troubleshooting:

  • Depending on your network configuration, your IT may need to add an SSL bypass.
  • Some corporate Internet filters may inadvertently block resources needed by our add-in.  This is easier to diagnose when using a browser so please see the first bullet above.

Some law firms and companies block the Microsoft store so that end users cannot install add-ins.  Your IT may be able to install the add-in for you, or your IT may be able to do a local installation that does not require the Microsoft store.  Please feel free to have your IT contact us for assistance.