Troubleshooting Guide

Resolve common issues with the ContraVault Add-In for Microsoft Word.

1. Installation Issues

Problem: Unable to install the ContraVault Add-In from Microsoft AppSource.

  • Check Compatibility: Ensure your version of Microsoft Word supports Add-Ins from AppSource. ContraVault requires Word 2016 or later, or a Microsoft 365 subscription.
  • Permissions: Ensure you have administrative rights to install Add-Ins in Word. If you’re on a company network, contact your IT administrator.
  • Restart Word: Close and restart Word, then try reinstalling the Add-In from AppSource.

2. Add-In Not Appearing After Installation

Problem: ContraVault is not visible in the Word ribbon after installation.

  • Enable the Add-In: Go to File > Options > Add-Ins. Under Manage, select COM Add-ins or Office Add-ins, and click Go. Check if ContraVault is listed and ensure it is enabled.
  • Check Disabled Add-Ins: If ContraVault appears under disabled Add-Ins, select it and click Enable.
  • Restart Word: Restart Word to refresh the Add-In ribbon display.

3. Slow or Unresponsive Performance

Problem: The ContraVault Add-In is running slowly or freezing.

  • Close Other Applications: High memory usage by other applications may slow down the Add-In’s performance. Close unnecessary programs.
  • Update Word: Make sure your Microsoft Word application is up to date. Go to File > Account > Update Options and select Update Now.
  • Clear Cache: Clear the cache in your Word Add-In settings. This can often resolve performance lags.
  • Reinstall the Add-In: Uninstall and reinstall the ContraVault Add-In from AppSource.

4. Unable to Access Certain Features

Problem: Specific features, like Clause Modification or AI Compliance Checks, are not working.

  • Check Your Plan: Ensure you’re subscribed to a plan that supports the feature you’re trying to access. Contact ContraVault support if you need help with upgrading your subscription.
  • Verify Internet Connection: Ensure you have a stable internet connection, as some features require cloud connectivity to work correctly.
  • Clear Cookies/Cache: Go to your browser settings and clear the cookies and cache used for Office Add-Ins.
  • Contact Support: If the issue persists, contact ContraVault support for further assistance.

5. Data Privacy or Security Concerns

Problem: Concerns about data being accessed by the Add-In.

  • Review Permissions: ContraVault only accesses the data in your active document. No additional data is collected without user consent.
  • Data Processing Security: All data processed by the Add-In is handled securely, in compliance with GDPR and other applicable regulations. For more details, refer to our Privacy Policy.
  • Contact Support: If you have further concerns, reach out to our privacy team or support.

6. Error Messages or Crashes

Problem: Receiving error messages or the Add-In crashes unexpectedly.

  • Take Note of the Error Message: If an error message appears, take a screenshot or note the error code/message and contact ContraVault support.
  • Restart Word: Close all Word windows and restart the application.
  • Reinstall the Add-In: Uninstall the Add-In and reinstall it from Microsoft AppSource.
  • Run Office Repair: Go to Control Panel > Programs and Features > Microsoft Office > Change > Quick Repair. This can fix corrupted Office files affecting Add-In functionality.

7. Add-In Fails to Load

Problem: ContraVault fails to load when opening Word.

  • Internet Connectivity: Check that you have a stable internet connection. Some features may require connectivity to load properly.
  • Check Firewall Settings: Ensure that your network/firewall settings allow access to ContraVault’s services. Contact your IT department if needed.
  • Clear Office Cache: In File > Options > Trust Center > Trust Center Settings, try clearing the Add-In cache.
  • Reinstall the Add-In: Uninstall and reinstall ContraVault from Microsoft AppSource.

Contact Support

If you encounter an issue not listed here or require additional help, please contact our support team: