Harvey for Word Add-In: Troubleshooting Issues

Overview

This article covers several tips for troubleshooting. Refer to the table of contents to quickly jump to a section based on the issue you're experiencing.

End Users: Installation and Launch Troubleshooting Steps

This section provides guidance for end users on:

• Errors that come up when first installing the Harvey for Word add-in
• Errors preventing you from using the add-in once installed

Installation Errors

I don’t have permission to install the Word Add-In

• If you don’t have permission to install the Harvey for Word Add-In, contact your organization’s IT administrator. They can deploy the add-in on your behalf.

My IT admin implemented the add-in, but I don’t see it in Microsoft Word

• If your IT admin has deployed the Harvey for Word Add-In, you can find it in Word under Admin Managed:

  • In the Word ribbon, click the Add-ins icon.
  • Select More Add-ins.
  • In the window, go to the Admin Managed tab.
  • Select Harvey for Word Add-In to enable it.

Add-in Error Message

If you encounter the error message above or similar, follow the steps below to re-try the installation:

• If using Word in a browser, click Word > Sign Out.

  • If using the desktop version, sign out of your Microsoft 365 account in your browser.
• Restart Word and sign in again.
• Go to Insert > Get Add-ins (or Store) and search for Harvey.
• Select Add next to Harvey for Word.
• Open Harvey from the Word toolbar.

Log In and Access Errors

If you have the add-in installed, but it's not working properly, try the following steps:

1. Confirm Harvey for Word version. Harvey has different add-ins based on the region of data processing. Check that you’re using the correct version of the Harvey for Word based on your workspace’s data processing region. Go to Harvey for Word: How to Download and Install to view these variations.
2. Ask your organization’s IT admin to check the following:

   1. VPN blocks. Ensure your VPN is not blocking network connections from local apps like Harvey. Try disconnecting from your VPN and logging in again.
   2. Login timeouts. If your organization has a custom login timeout configured in Harvey, submit a Support ticket so we can disable this setting for you as Harvey for Word is not compatible with automatic login timeouts at this time.
   3. Firewall settings. Firewalls can sometimes block Harvey from connecting properly.

      1. Make sure your firewall is not blocking Harvey or its connection to Auth0 (Harvey’s authentication system).
      2. If you use Zscaler or a similar gateway, please add both your Zscaler gateway URL and Microsoft login URL to the AllowedAppDomains in the Office registry. This allows Harvey to display login popups and connect securely.

Microsoft Edge Browser Users: Additional Troubleshooting

Sometimes Edge browser blocks Harvey. For steps to check if this is the case in your instance, click the expander below and request assistance from your IT admin as needed.

IT Administrators: Installation Guidance

Deploying the Harvey for Word Add-In

IT administrators can deploy the add-in across the organization by:

• Enabling it at the tenant level, or
• Using Centralized Deployment (recommended).

Alternative deployments (less common)

Sideloading the Harvey for Word Add-In (Windows only)

In rare cases (such as on-premise environments), IT admins may sideload the add-in locally. Click the expander below to follow instructions on sideloading.

XML Files for Deployment:

Need Further Assistance?

If these steps don’t resolve your issue, submit a support ticket and include:

• Error messages or screenshots
• Have you installed any add-ins from the Microsoft Store? Or do you currently have any other Word add-ins installed? Are any of those add-ins COM or VSTO add-ins?
• How do you typically deploy add-ins in your organization?
• Do you use manifest files for Word add-ins?