Troubleshooting: Outlook Add-in Disabled, Re-enable, Missing Icon

This article is for the Protected Trust COM add-in in Outlook (classic) for Windows — the installed desktop add-in that places the Protected Trust icon on the Home ribbon. It may help if you're experiencing any of the following:

  • Outlook (classic) has disabled your Protected Trust COM add-in
  • The Protected Trust icon is missing from the Home tab (ribbon)
  • You can't send encrypted email from Outlook (classic)

Hint: Remember you can always go to https://app.protectedtrust.com and sign in to the web app to view protected messages in your Inbox or Compose and Send a protected message.

Re-enable the add-in from COM Add-ins

  1. Open the Outlook Desktop App
  2. Select the Home Tab
  3. If the Protected Trust icon is missing from the Home ribbon, continue to Step 4. If the icon is visible on the ribbon, go to the article Troubleshooting Outlook Add-in Issue to continue troubleshooting. Outlook Home ribbon with the Protected Trust icon missing
  4. In Outlook, select the File menu Outlook File menu
  5. Select Manage COM Add-ins Manage COM Add-ins option
  6. Click on (highlight) the Protected Trust Outlook Add-in, then click on the option to Always enable this add-in to re-enable your add-in Manage COM Add-ins dialog with Always enable this add-in option Hint: You may need to expand the Options to view the Always enable this add-in option.

    If the Protected Trust add-in is not in the COM Add-ins list, it may be in Outlook's Disabled Items list instead — see If the add-in isn't listed under COM Add-ins below.

  7. Return to the Home tab and verify that the Protected Trust icon is visible Outlook Home ribbon with the Protected Trust icon visible

If the add-in isn't listed under COM Add-ins

If the Protected Trust add-in isn't shown under Manage COM Add-ins, Outlook may have moved it to its Disabled Items list. Re-enable it there, then turn it back on under COM Add-ins:

  1. In Outlook, click File > Options > Add-ins.
  2. Next to Manage:, select Disabled Items and click Go.
  3. Select the Protected Trust add-in and click Enable, then click Close.
  4. Back at Manage:, select COM Add-ins and click Go.
  5. Check the box next to the Protected Trust add-in and click OK.

The Protected Trust icon should now appear on your Outlook Home ribbon.