"We can't start this app..." error installing an Office add-in

When you attempt to install an Office Add-in from the Office Store you receive the following error:

We can't start this app because it isn't set up properly.

This error is shown in the following image.

This problem occurs because of incorrect information in the Windows registry.
Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

To resolve this problem, please follow these steps.
  1. Exit any open Office 2013 or Office 2016 programs.
  2. Start Registry Editor. To do this, press the Windows key+R to open the Run window, type regedit in the Open box, and then press OK .
  3. In Registry Editor, locate and then click the following subkey:


    Note, replace x.0 with your version of Office (16.0 = Office 2016, and 15.0 = Office 2013)
  4. Select the first subkey under \Providers (for example, \KpwDSnL9jumf9ZJTx_XF_Q==).
  5. Examine the data value for the UniqueID value. You are looking for either of the following values:


    Note, guid preceding _ADAL is a random set of numbers and letters (for example, 3a975b5d-ad3e-4e3d-84b0-a7e6776ba6a6)
  6. If the data value for UniqueID is either guid_ADAL or Anonymous, delete the parent subkey of UniqueID.

    For example, if UniqueID = 3a975b5d-ad3e-4e3d-84b0-a7e6776ba6a6_ADAL under the \KpwDSnL9jumf9ZJTx_XF_Q== subkey, then you would delete the \KpwDSnL9jumf9ZJTx_XF_Q== subkey.
  7. Repeat steps 4-6 for each subkey under the \Providers key.
  8. Exit Registry Editor.
  9. In Windows Explorer, delete the \Wef folder under the following path:


    Note, username is your user name and x.0 is your Office version.

    If you are unable to manually locate the above folder,ress the Windows key+R to open the ress the Windows key+R to open the Run window, type the command below for your version of Office in the Open box, and then press OK:
    • Office 2016

    • Office 2013


More information
Apps for Office
Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.

Article ID: 3129913 - Last Review: 12/22/2015 21:17:00 - Revision: 2.0

Microsoft Excel 2013, Excel 2016

  • KB3129913