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ICT plugin is installed but is not showing up in the office applications

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Article ID: 172833

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Updated On:

Products

Information Centric Security

Issue/Introduction

Plugin is installed but is not showing up in the office applications and/or takes to long to load

Resolution

  • Check ICT software is installed
  • Check connection and integrated authentication to ICT services
  • Check ICT client log files
  • Check if the user has a license and role assigned on the Administration console

Verify that it isn't in the disabled items

  1. Go to <word, excel, power point, outlook> Options
  2. Add-Ins (on office 2007 ToolsTrust CenterAdd-Ins)
  3. In Manage, choose "Disabled Items" and click "Go..."
  4. If the ICT plugin is there, simply select it and click Enable

Verify that the plugin is active

  1. Go to <word, excel, power point, outlook> Options
  2. Add-Ins (On Office 2007 ToolsTrust CenterAdd-Ins)
  3. In Manage, choose ".COM Add-ins" and click "Go..."
  4. Confirm the ICT plugin s checked

Force the creation of the configuration files
Delete or rename the folder %appdata%Symantec Corporation. Open one of the Office applications and the configuration should be downloaded again.

Verify if the reg key is correctly set up, check this: Error Contacting the Webservice