Troubleshooting August for Word Add-In Issues

Troubleshooting August for Word Add-In Issues

If you are having trouble installing or using the August Word add in, this guide explains the most common issues and how to fix them. It also includes steps to help you diagnose the problem and guidance for escalation.

Overview

This guide covers common problems related to installation, login, access, operation, performance, and compatibility. Use the sections below to identify the issue and follow the recommended steps.

End User: Installation and Launch Issues

I cannot install the add in or do not have permissions

• If you cannot install the add in, contact your firm’s IT administrator. Only IT staff can deploy it when add ins are restricted
• If the add in was deployed centrally but is not visible, open Word and go to Insert → Add ins or Get Add ins
• Check Admin Managed or your firm’s managed add ins tab. If August appears there, enable it

The add in shows as installed but does not appear in Word

If installation is successful but the August icon does not appear:

1. Sign out of Word or Microsoft 365 and sign back in
2. Restart Word
3. Go to Insert → Get Add ins and re add August
4. Open the add in from the Word toolbar

These steps resolve issues caused by session or authentication inconsistencies.

Login, Access, and Connectivity Problems

If the add in loads but fails after sign in, try the following:

Check VPN or Network Settings

Some VPNs or firewall configurations block communication needed for authentication. Disconnect from the VPN and try again.

Firewall or Gateway Restrictions

Your firm’s network tools may block connections to August servers. Contact IT to whitelist required domains.

Timeouts or Access Controls

Custom login timeout rules may interfere with the add in. Confirm compatibility with your IT team.

Compatibility and Software Requirements

• The August Word add in requires a recent version of Microsoft Word or Office 365
• Make sure Word is updated with all available patches
• Outdated versions of Office may prevent the add in from loading or functioning correctly

Conflicts with Other Add Ins or Word Settings

If August is not working correctly, another add in may be causing the issue.

Check for conflicts

1. Open Word in Safe Mode so no add ins load
2. If August works in Safe Mode, the issue is likely caused by another COM add in or legacy plugin
3. Go to File → Options → Add ins
4. Under Manage COM Add ins, disable add ins one at a time, restart Word, and test each time
5. If disabling a specific add in resolves the issue, consider leaving it disabled or contacting its vendor for an updated version

Common Error Messages and General Fixes

Administrator Guidance and Deployment Tips

For firm wide deployments:

• Use centralized deployment or add in manifest rather than user installation
• Verify firewall, VPN, and network settings allow required connections
• Communicate minimum version requirements for Word and Office
• Test compatibility with COM or legacy add ins before large scale rollout

Still Having Trouble? What to Provide for Support

When escalating to support, collect the following information:

• Screenshots or screen recordings of the issue
• Exact Word or Office version including build number and operating system
• List of other installed add ins, especially COM based or legacy ones
• Whether the issue occurs on specific networks such as VPN or office Wi-Fi
• Steps taken before the issue occurred such as sign in, reinstall, update, or launching a specific file

Providing this information helps support teams diagnose whether the issue is caused by the add in, network configuration, or another dependency.