triConvey connection issues with Microsoft Word

If you're experiencing issues connecting triConvey to Word, follow the troubleshooting steps below to resolve them.

Table of Contents

• Getting Started
• Re-enable the Smokeball Add-in for Word
• Reinstall triConvey
• Update Word to the latest version
• Still experiencing an issue with Word

Getting Started

As our software is powered by Smokeball, all Add-ins will make reference to Smokeball instead of triConvey.

Re-enable the Smokeball Add-in for Word

When triConvey cannot communicate with Word, the triConvey toolbar in Word will go missing. Try to reconnect the Smokeball Add-in:

1.    In a Word document, select File from the top left corner.

2.    Select Options from the bottom-left corner. 

3.    Select Add-ins from the left menu.

4.    Under Manage expand the drop-down list and then select COM Add-ins. 

5.    Select Go.

6.    In the list of Add-ins available, tick the Smokeball Toolbar checkbox and select OK.

Reinstall triConvey

If triConvey was installed before Microsoft Word, then the Smokeball Toolbar and add-in will not appear in Word. You will have to manually reinstall triConvey in this scenario.

1.    Go to Add or Remove Programs on your PC.

2.    Uninstall triConvey.

3.    Download and reinstall triConvey.

4.    Check that the Smokeball Toolbar add-in is ticked.

Update Word to the latest version

Ensure your Microsoft Office 365 for Business product is on the latest version. To update Microsoft Office:

1.    Open Word and select File from the top-left corner.

2.    Select Account from the left menu.

3.    Navigate to Update Options and select Update Now.

4.    Let Microsoft Office check for and download updates.

5.    Check that the Smokeball Toolbar add-in is ticked.

Still experiencing an issue with Word

If you've completed all the steps above and you're still experiencing issues, get in touch with our Support Team.