If the Word Add-in and/or Send to Case are not loading, clear the Office cache by taking the following steps:

First, close all Word documents if the Word Add-in is not loading and/or Outlook if Send to case is not loading.

Then, determine which system you are using and copy that path:

1. Use the personality menu to clear the cache:

Choose the personality menu. Then choose Clear Web Cache.

Note: You must run macOS Version 10.13.6 or later to see the personality menu.

2. Clear the cache manually: Delete the content of the folder ~/Library/Containers/com.Microsoft.OsfWebHost/Data/. Look for this folder via terminal.

Call window.location.reload(true) from JavaScript in the add-in to force a reload. Alternatively, you can reinstall Office.

Close the window and open a fresh Word document or Outlook to confirm that Word Add-in and/or the Send to Case are loading.

Information from the following link has been used to create this Knowledge Base article: https://learn.microsoft.com/en-us/office/dev/add-ins/testing/clear-cache#clear-the-office-cache-on-mac