Trouble loading the Word Add-in?

What's happening?

Our latest PERRLA for Word Add-in update is working great for the vast majority of our customers. However, a small percentage of our users encounter one of these issues:

1. Receiving an "Individual Acquisition" error when installing the Add-in
2. Word doesn't allow you to install an Add-in (it get's stuck on "Continue")
3. The PERRLA panel just shows a spinning wheel or a white screen

Don’t worry! These issues can be resolved with the instructions, below. And, if you need help, our Customer Support team is available until 10pm, 7 days per week.

How to fix each issue

There are two possible problems that could be causing an issue with loading the PERRLA for Word Add-in.

1. Receiving an "Individual Acquisition" error when loading the Add-in

If you receive an "Individual Acquisition" error when trying to load the PERRLA Add-in, your Microsoft Office Account administrator may have turned off your ability to use Add-in's in Word. 

Don't worry - the solution is simple.  All you need to do is log out of Microsoft Word to properly insert the Add-in.

Click here to learn how to solve this error.

2. Word gets stuck at "Continue" when inserting an Add-in

Microsoft will sometimes experience an outage of their Word Add-in Store inside Microsoft Word - making it impossible to insert the PERRLA Add-in from inside Word.  However, there is a way to get the PERRLA Add-in using your web-browser instead.

Here's how:

1. Open the PERRLA Add-in web listing here (http://bit.ly/PERRLAforWord).
2. Sign in with your Office 365 credentials.
   This is the same email and password you use to sign in to Word.
   
   
3. Click "Add" or "Get Add-in."
   
4. Select "Continue" to confirm.
   
   
5. Click "Open in Word."
   This will open a new Word document on your computer with the PERRLA Add-in installed.
   
   
6. Click "Trust this add-in" in the side panel.
   
   

That's it! PERRLA will be installed in Word and will show up from now on.

3. The PERRLA panel only shows a white screen or a spinning ball when opening it

This is almost always related to a problem with how Microsoft Word displays and handles the Add-in Panel.  There are a few options you can try to solve this - each of which seems to work for different users. 

Starting with the first (and simplest), try a solution and then retry the PERRLA for Word Add-in.  If the solution doesn't work, try the next one.  If none of them work, please contact our Support Team for further help.

Try this first: Check for updates to Microsoft Word 

Microsoft Word is updated frequently and using the latest version often fixes this issue. Even if you have just downloaded and installed Microsoft Word, go check for updates to get the latest-and-greatest version. (Believe it or not, Microsoft doesn't provide the absolute latest version of Word on their download page!)

Click here to see how to check for an update to Microsoft Word.

Try this second: Clearing the cache for the Word Add-in Panels

Microsoft Word's Add-in panels are mini-web browsers built into Word.  Sometimes, when updating the Add-in, Word will try to load a cached (or older) version of the panel page incorrectly.  This can cause problems because the panel is out of date.

By clearing the cache (the older downloaded copies), Word will download the latest version of the panels the next time you open the PERRLA Add-in.

Click here for instructions on clearing the cache from Microsoft Word.

Try this third: Repair Microsoft Office

On rare occasions, Microsoft Office can get it's own code mixed up – causing problems for Add-in's or other functionality.  Repairing the Microsoft Office installation is an easy way to make sure everything is in it's proper order.

Click here to see how to repair Microsoft Office.

If you were experiencing a blank white side panel, and the problem continues after following the instructions above, please check out this dedicated Help Center article:

Fixing White Screen & "Add-in Could Not Be Started" Error