Why Won't Prophet Load on My Brand New Laptop/PC?

Official responses to FAQ provided to Avidian Technologies

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Why Won't Prophet Load on My Brand New Laptop/PC?

Post by admin » Fri Jun 29, 2018 9:59 am

Why Won't Prophet Load on My Brand New Laptop/PC?

Symptoms
  • Prophet Support has become aware that some new computers that have Office already installed will not allow 3rd party Add-Ins to be configured.
  • This causes Prophet to never activate within Outlook no matter how many times we re-install it.
  • Evidence of this pre-installed version are that in Windows 10's Settings > Apps, you find only an "Office" installation. And you don't find any listing in Control Panel\All Control Panel Items\Programs and Features.
    A full installed version will show as Microsoft Office.
Solutions
To resolve this issue you will need to uninstall the pre-installed version of Microsoft Office and re-install the complete version. During this time, I would also recommend upgrading to 64-bit version of Microsoft Office to avoid any memory related issues in the future. This isn't a requirement but it is recommended. More information about 32-bit vs 64-bit Office can be found here as well as download links:
https://support.office.com/en-us/articl ... 6f49b8d261

You or your IT department should use the following order of operations to get Prophet back up and running.
  1. Uninstall Prophet
  2. Uninstall the Pre-installed Microsoft Office
  3. Please Reboot, even if you don't see a message to do that.
  4. Download the full version of Microsoft Office from their website (Link above)
  5. Install the full version of Microsoft Office
  6. Launch Outlook and re-setup your Email account
  7. Close Outlook
  8. Re-install the Prophet Client
    https://prophetcrm.com/install/client
  9. Re-launch Outlook and sign in to Prophet
If you're still having issues after that you'll need to setup a support ticket by clicking HERE or call us: +1.800.399.8980

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