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Resolve problems with Engagement Manager Add-ins

Troubleshoot the Engagement Manager Add-In for Microsoft Office

You can include information from Engagement Manager in your Microsoft Word and Excel files by using the Engagement Manager Add-in. Read through the following information and follow the steps to help troubleshoot problems with the Engagement Manager Add-in.

Common add-in problems for GoFileRoom or Engagement Manager

The GoFileRoom and Engagement Manager add-ins have key differences that affect how an issue should be resolved. Because all Engagement Manager documents are housed within GoFileRoom, you first need to identify which add-in is causing the problem.

Problems with the Engagement Manager Add-in:

  • Values from the engagement won’t add or update
  • Descriptions won’t import
  • #NAME is displayed in Microsoft Excel spreadsheets
  • The error “Unable to open Accounts.xml” is displayed

Problems with the GoFileRoom Add-in:

  • Unable to open documents
  • Unable to edit documents
  • Unable to save documents

Basic troubleshooting for Engagement Manager and GoFileRoom add-ins

Follow these steps to help identify problems with the Engagement Manager and GoFileRoom add-ins.
  1. Make sure you're following all settings with the GoFileRoom and Engagement Manager setup checklists.
  2. Make sure that the Engagement Manager tab displays in Microsoft Word and/or Excel.
    If the add-in doesn't appear in the Microsoft Word or Excel ribbon, it may have been turned off or was not installed properly.
  3. Make sure that the document has been added to an engagement within Engagement Manager. The document must be added to an Engagement Manager engagement to use the following add-in functions:
    • Engagement Link
    • Workpaper Reference
    • Procedure Completed
    • Checkmark
    • Recalculate
    • Load Tickmarks

The Engagement Manager Add-in is installed properly, but not working

The add-in should load for any Word or Excel file that is included in an engagement within Engagement Manager, then opened for editing (through either GoFileRoom or Engagement Manager).
  1. Close Microsoft Word and Excel.
  2. Open Microsoft Task Manager and close any open sessions of Microsoft Word or Excel.
  3. Open the file for editing again.
    If you open a document outside of Engagement Manager or GoFileRoom, the add-in won't be available to use.
  4. Go to
    C:\Users\[your username]\AppData\Roaming\EngagementManager\logs
    .
  5. Open the log file with Notepad.
  6. Look for an item with today's date that shows "This is not an Engagement Manager document, either path is not recognized or doesn't have custom property".

The Engagement Manager Add-in turns on but turns off again in Microsoft Word or Excel

Follow these steps if the add-in turns on but turns off again when you re-open Microsoft Word or Excel.
  1. In Microsoft Word or Excel, select
    File
    ,
    Options
    , then
    Add-ins
    .
  2. Select
    Disabled items
     in the
    Manage
     field, then
    Go
    .
  3. Make sure that Engagement ManagerWordAddin or Engagement ManagerExcelAddin aren't listed.
  4. If they're listed, select
    Engagement Manager Add-In
    , then
    Enable
    .

Check Microsoft Office version

If the previous steps don't fix the problem, continue with these steps:
  1. Make sure that Microsoft Word and Excel are up to date.
  2. Go to
    C:\Program Files (x86)\Microsoft Office\Office [YY]
    .
  3. Right-click on the
    EXCEL.EXE
     or
    WINWORD.EXE
     file.
  4. Select
    Run as administrator
    .

Check registry behavior

If the add-ins still aren't staying on, check the registry behavior. The load behavior should equal 3; however, if the add-ins have failed to load for any reason, the value may have changed.
  1. Open the Start menu on your computer and enter
    regedit
     in the search field. Open
    regedit.exe (Registry Editor)
    .
  2. In the Registry Editor, go to the following:
    • 64-bit machine:
      HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Excel (or Word)\Addins\EngagementManager.Excel(Word)AddIn
    • 64-bit machine:
      HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Excel (or Word)\Addins\EngagementManager.Excel(Word)AddIn
    • 32-bit machine:
      HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Excel (or Word)\Addins\EngagementManager.Excel(Word)AddIn
    • 32-bit machine:
      HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Excel (or Word)\Addins\EngagementManager.Excel(Word)AddIn
  3. Make sure that the option for
    LoadBehavior
     is set to a value of
    3
    .
  4. If it's not, right-click on
    LoadBehavior
    , select
    Modify
    , and set the value to
    3
    .
  5. Test if the add-ins are now staying on.

Tickmarks don't display with the Engagement Manager Add-in

If
Load Tickmarks
 is displayed, the add-in isn't signed into Engagement Manager.
  1. Select
    Load Tickmarks
     and sign in to Engagement Manager. Once signed in, the tickmarks will display.

Add-in doesn't display

Follow these steps to make sure that the add-in is installed.
  1. Open the
    Start
     menu on your computer, select
    Control Panel
    , then
    Programs and Features
    .
  2. Check that both the
    GoFileRoom
     and
    Engagement Manager
     add-ins are listed.
  3. Follow these steps to make sure that the add-in is active.
  4. Open
    Microsoft Word
     or
    Excel
    .
  5. Select
    File
    ,
    Options
    , then
    Add-ins
    .
  6. In the
    Manage
     section, select
    COM add-ins
    , then
    Go
    .
  7. Make sure that the add-in is listed and enabled:
    • Microsoft Word:
      EngagementManagerWordAddin
    • Microsoft Excel:
      EngagementManagerExcelAddin
  8. If you don't see the add-in listed, reinstall the
    Engagement Manager Client Add-ins
    .
  9. Repeat steps 1 through 3, but select
    Excel add-ins
     in the
    Manage
     section, then
    Go
    .
  10. Make sure that
    EngagementManager.Automation.FNS
     is listed and enabled. If it's not, select
    Automation
     to enable it.

Disable other add-ins that may be causing a conflict with the Engagement Manager Add-in

Follow these steps to disable other add-ins that may be causing problems with the Engagement Manager Office Add-in.
  1. In Microsoft Word or Excel, select
    File
    ,
    Options
    , then
    Add-ins
    .
  2. In the
    Manage
     section, select
    COM add-ins
    , then
    Go
    .
  3. Disable any add-ins that you aren't using, like Send to Bluetooth or Cisco Click to Call add-ins.

Reinstall the Engagement Manager Add-in

Follow these steps to reinstall the Engagement Manager Add-in.
  1. From the
    Control Panel
     on your computer, uninstall the
    Engagement Manager Add-in
    .
  2. Go to
    C:\Program Files (x86)\Thomson Reuters\Engagement Manager\Office
    . Rename the Office folder to
    OfficeOld
    .
  3. Go to
    C:\Users\[your username]\AppData\Roaming\Engagement Manager
     and rename the AddInsConfiguration.ini file to
    AddInsConfigurationOLD.ini
    .
  4. In Engagement Manager, select
    Setup
    , then
    Downloads
    . Download and install the
    Office Client Add-in
    .

"Unable to open accounts.xml" message displays with the Engagement Manager Add-in

This message is commonly displayed when editing a Word document in Engagement Manager that was converted from CSA. Follow these steps to remove this message.
  1. Open the document and select
    OK
     when the message displays.
  2. Select
    File
    ,
    Options
    , then
    Add-Ins
    .
  3. In the
    Manage
     field, select
    Word Add-ins
    , then
    Go
    .
  4. Select the
    Templates
     tab, then
    Attach
    .
  5. Go to
    C:\Users\[your username]\AppData\Roaming\Microsoft\Templates
     and select
    normal.dotm
    .
  6. Select
    Open
    , then
    OK
    .
  7. Save the file to GoFileRoom or Engagement Manager.
  8. Open the document again to make sure that the message doesn't display.

Excel cells displaying #NAME with the Engagement Manager Add-in

When an add-in doesn't load properly, some cells in a Microsoft Excel file may display as #NAME instead of the value. Follow these steps to fix the problem.
  1. Open the Excel file, select
    File
    , then
    Options
    .
  2. Select
    Add-Ins
    ,
    Excel Add-ins
     from the
    Manage
     field, then
    Go
    .
  3. Make sure that
    EngagementManager.Automation.FNS
     is listed and the checkbox is marked.
  4. If it isn't listed, select
    Automation
    .
  5. Select
    EngagementManager.Automation.FNS
    ,
    Ok
    , then
    Ok
     again to close the window.
  6. Select
    Recalculate
     on the Engagement Manager Add-in.
  7. If you're still seeing #NAME, close and reopen the Excel file.

The Engagement Manager Add-in was previously uninstalled via Excel COM add-ins and isn't reinstalling properly

If you uninstall or reinstall the Engagement Manager Add-in as part of your troubleshooting steps, we recommend uninstalling it from Programs and Features, or simply downloading and reinstalling the client add-in, which will also remove the previously installed version.
If you have removed the add-in via Excel COM add-ins, it may not reinstall properly. Follow these steps to complete the removal of the add-in if the add-in was removed via Excel COM add-ins.
  1. Close all Microsoft Excel sessions on your computer.
  2. Open the Start menu on your computer and enter
    regedit
     in the search field. Open
    regedit.exe (Registry Editor)
    .
  3. Go to
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\REGISTRY\MACHINE\Software\Wow6432Node\Microsoft\Office\Excel\Addins
     in the Registry Editor.
  4. Find
    Engagement.Manager.ExcelAddIn
     and make sure that
    LoadBehavior
     is set to a value of
    3
    . If you're still having problems after this, continue with the following steps.
  5. Delete
    Engagement.Manager.ExcelAddIn
    .
  6. Reinstall the Engagement Manager client add-in.

Uninstall and reinstall the GoFileRoom Client Add-In

Follow these steps to uninstall and reinstall the GoFileRoom Client Add-In, used by both GoFileRoom and Engagement Manager.
  1. Open the
    Control Panel
     on your computer, then select
    Programs and Features
    .
  2. Select
    GoFileRoom Client Add-In
    , then
    Uninstall
    .
  3. Restart your computer.
  4. Go to
    C:\Program Files (x86)\GoFileRoom
     and delete all of the folders except the following:
    • GFRScanflow
    • GFRUploadDocuments
    • GFRImporter
    • GFRLookupListSync
  5. Go to
    C:\ProgramData\GoFileRoom
     and delete all of the folders except the following:
    • GFRScanflow
    • GFRUploadDocuments
    • GFRImporter
    • GFRLookupListSync
    The ProgramData folder is hidden by default. Follow these steps to show hidden folders.
  6. Go to
    C:\Users\[your username]\AppData\Roaming
    .
    The AppData folder is hidden by default. Follow these steps to show hidden folders.
    1. Rename the GoFileRoom folder to
      GoFileRoomOLD
      .
    2. Open the
      Thomson Reuters
       folder. If the WorkFlow Manager folder is present, rename it to
      WorkFlow ManagerOLD
      .
  7. Make sure that you meet all the requirements listed in the GoFileRoom setup checklist.
  8. Sign in to GoFileRoom.
  9. Select your name then
    Client Add-In
    .
  10. Choose to save the file when your internet browser asks what you want to do with the file.
  11. After the download is complete, right-click on the file and select
    Run as administrator
    .
  12. Follow the prompts to reinstall the GoFileRoom Client Add-In.

Add-ins conflict with Microsoft Office Send to Bluetooth Add-in

To avoid issues with Engagement Manager add-ins, follow the steps to disable the Microsoft Office Send to Bluetooth add-in.

This article applies to:

  • Product: Engagement Manager
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