If the ThoughtRiver Word Plugin shows a blank white screen and does not load then please follow the below steps. This can also be used to fix other cache related issues with the Word Plugin.


Clear cookies and cache in Internet Explorer:

1. Close Microsoft Word.

2. Open Internet Explorer.

3. Click on the cog icon in the top right corner (or hold the Alt and X keys together).

4. Select Internet options from the drop-down list.

5. Click on the Deleteā€¦ button (see below).

6. Ensure the top 3 boxes are checked (all other boxes can be left unchecked).

7. Click on the Delete button.

8. Click on the OK button.

9. Close Internet Explorer


Clear cookies and cache in Microsoft Edge:

1. Close Microsoft Word.

2. Open Microsoft Edge.

3. Click on the Settings icon in the top right corner (or hold the Alt and F keys together).

4. Click on History > Clear browsing data.

5. Click on Clear history.

6. Ensure Time range is set as All time and the top 3 boxes are checked (all other boxes can be left unchecked).

7. Click on the Clear now button.


Clear the Office cache

1. Open File Explorer and paste the following address into the address bar: %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\

2. Delete everything located within this folder.



Once you have completed the above steps, open MS Word and reload the Word Plugin.