Word Add-in is not loaded in startup

Question

I have developed a Word add-in, written in VBA
The add-in file (*.dotm) is stored in word startup.
However a lot of times it is not loaded.
To solve the problem I connect remotely or guide the customer to enter File > Options > add-ins > word add-ins
And then check the check box near application file name ("checked items are currently loaded").
What is the reason for this problem and how can I solve it without involving my customers.
The startup path is defined as trusted in the option trusted folders list.
Avi

Answer 1

Does the path to the Startup folder under File>Options>Advanced>File Locations match that of the folder in which you have placed the .dotm file?

Answer 2

Yes. and also in the trust center (trusted locations). The problem appears randomly. When the application is loaded (by enter File > Options > add-ins > word add-ins) as I described the problem is solved (i.e. the location is valid anyway)