Start a conversation

Why won't Prophet load? 'Prophet is Initializing' Error, 'Unhandled exception' or 'Root element is missing'

'Prophet is Initializing' - Why won't Prophet load?

Image

Symptoms
Prophet won't load, it gives the Initialize error messages from the screenshots above.

Solutions
Step A: Run ConfigureProphetClient.exe

  1. Close Outlook.
  2. Open File Explorer/My PC
  3. Browse to C:\Program Files\Avidian Technologies\Prophet
  4. Open ConfigureProphetClient.exe
  5. Click 'OK' on the prompt that appears
  6. Re-launch Outlook and go to step B if Prophet still fails to load

Step B: Check Slow & Disabled COM's Menu
*NOTE* Microsoft released an updated August 2018 which changed this menu. Steps below will show screenshots of both versions.

  1. In Outlook, click File
  2. Next to 'Slow and Disabled COM Add-ins' click 'Manage COM Add-ins'
  3. If 'Avidian Prophet' or 'Avidian Prophet (VTSO)' say they are disabled. Re-enable them now by clicking 'Always Enable this add-in' or 'Do Not Disable This Addin for 30 Days'
    ImageImage
  4. If there is a Yellow Triangle next to any of the Avidian related items, go to Step C.
  5. If they are enabled, and you still have issues go to Step D.

Step C: Verify it's not 'disabled'

  1. In Outlook, Click > File > Options
  2. In the 'Outlook Options' window that opens up, click 'Add-ins' on the left hand side
  3. At the bottom of the window near 'Manage: COM Add-ins'. click the drop-down and select 'Disabled Items' and then click the 'Go' button.
    Image
  4. Enable any item with avt.connect, avidian, avtaddin2010.vtso, or mscore.dll associated with it
    Image
  5. Once enabled do Step D.

Step D: Verify it's actually 'Active'

  1. In Outlook, Click > File > Options
  2. In the 'Outlook Options' window that opens up, click 'Add-ins' on the left hand side
  3. Look towards the bottom of the add-ins window, click the 'Go' button next to the drop-down menu that says 'Manage: COM Add-ins'.
    Image
  4. In the COM Add-Ins window that opens up, make sure you have check marks next to the 2 Prophet Plug-ins.
    Image
    [√] Avidian Prophet
    [√] Avidian Prophet (VSTO) or it might say 'AvtAddin2010'
  5. Once those 2 are checked off, click 'OK'. Re-Do Step A if Prophet still fails to Load after all Steps are completed

Step E:  "Unhandled exception" or Root Element is Missing.

  1. If the above steps don't work, notably if Avidian Prophet is in the Active section of Add-ins and it still won't Initialize, a file might need to be replaced.

You might get these after the Initializing error.

And viewing Prophet's log in Documents\Avidian Technologies\ErrorLog.txt, you see "Root Element is Missing".

This is fixed by replacing ProphetConfig.xml in Documents\Avidian Technologies\Prophet\Configuration.  It is attached below.

Support

If you have any trouble going through the steps or would like help, please call Avidian Prophet Technical Support at 855-284-3426 x2. 

Or you can email Support@Avidian.com.  

Or you can create a Support ticket by clicking Start a Conversation  on https://avidian.kayako.com 


ProphetConfig.xml

  1. 0 KB
  2. View
  3. Download
Choose files or drag and drop files
Was this article helpful?
Yes
No
  1. Joseph Domingo

  2. Posted
  3. Updated

Comments