All Collections
Outlook for NetSuite
Error: ADD-IN ERROR 'This add-in could not be started. Close this dialog to ignore the problem or click “Restart” to try again'
Error: ADD-IN ERROR 'This add-in could not be started. Close this dialog to ignore the problem or click “Restart” to try again'

OLNS | Learn how to enable protected mode to resolve this issue in CloudExtend Outlook

Updated over a week ago

Users of Microsoft add-ins (not just CloudExtend) may encounter issues loading them. Typically this means that a Microsoft component used to run add-ins such as CloudExtend has been corrupted).

We've gathered these tips from Microsoft to help you troubleshoot the error below.

The solution depends on a combination of the version of your Windows OS and your Outlook which determines the browser used to render all of your add-ins (this is entirely different than your default browser and will either be Internet Explorer or Edge).

Refer to this article from Microsoft to determine if your browser is IE or Edge.

Check if SSO is Enabled

Step 1: In NetSuite, go to Setup > Integration > SAML Single Sign-on.

Step 2: Uncheck Primary Authentication Method.

🚨 Note: If this needs to be enabled make sure to put an actual SSO URL in the Logout Landing Page like Microsoft Azure or Okta.

If your browser is determined as Edge

Users on updated versions of Windows 10 and Microsoft 365 typically have Edge used to render their add-ins and it is possible that the Desktop App Web Viewer is corrupted. Watch the video or follow the written steps to resolve.

Step 1: Close Outlook.

Step 2: Navigate to Microsoft's download site and click the download link under Evergreen Bootstrapper to download the WebView2 Runtime.

Step 3: Follow the installation prompts to install.

Step 4: Restart Outlook and CloudExtend.

Step 5: Verify the add-in loads. If you're still having issues contact support using the chat icon at the bottom of this window.

If your browser is Internet Explorer

Microsoft renders add-ins using Internet Explorer for users on older versions of Windows and Outlook.

Steps to Resolve

The preferred method is to update your Microsoft 365 environment to a version that does not require Internet Explorer.


Per the Microsoft article referenced above users should upgrade to Windows 10 version 1903 or higher and Microsoft 365 version 16.011629 and higher. If upgrading is not an option enable protected mode per below.

Enable Protected Mode in the Internet Properties

If upgrading is not an option then enable protected mode in Internet Explorer. Even though your default browser is not Internet Explorer note that Microsoft leverages Internet Explorer for users on older versions of Windows.

Step 1: Close Outlook and all your browsers.

Step 2: Open Internet Explorer.

Step 3: Click Tools.

Step 4: Click Internet Options.

Alternatively, for steps 2 to 4; you may also access the Internet Properties through the steps below:

Step 1: Press Windows logo key + R on your keyboard.

Step 2: Enter inetcpl.cpl then press Enter key.

Step 3: Click Security tab.

Step 4: Select Internet Sites zone.

Step 5: Select Enable Protected Mode (make sure box is checked).

Step 6: Click OK.

Step 7: Restart Internet Explorer and Outlook.

⚠️ Try to reproduce the issue. If the issue persists reboot your computer and try again.

Did this answer your question?