memoQ: plugin not showing or not loading

When Lara is missing in memoQ, the plugin files usually never reached the Addins folder, the wrong package was installed, or the memoQ version isn't supported. Find your symptom below and follow the steps in order.

Lara Translate doesn't appear in the MT plugin list (desktop)

Look for the right name. The plugin is listed as Lara Translate. "Lara MT" or similar is only the name you give your profile.
Check your memoQ version in Help → About memoQ. The plugin supports 11.0.21 to 12.5.20. memoQ 10 and earlier aren't supported.
Reinstall with memoQ closed. Close memoQ, including its icon next to the Windows clock, then run the installer again.
Run as administrator. Right-click the installer → Run as administrator.
Check Windows didn't block the file. Right-click the installer → Properties. If you see Unblock at the bottom of the General tab, select it, click OK and install again. Also check that your antivirus hasn't quarantined any Lara file.
Check the Addins folder. Open C:\Program Files\memoQ\memoQ-12\Addins (memoQ-11 for memoQ 11). If there are no Lara files, copy the plugin files from the desktop package into this folder manually, then restart memoQ.
Check you used the desktop package. The server package is built for memoQ Server and won't load in memoQ desktop.

Lara isn't available in an online project (memoQ Server)

Check that the server package is installed on the server, not the desktop one: memoQ Server only loads the server build.
Check that both LaraPlugin.dll and LaraPlugin.skgsign are in C:\Program Files\memoQ\MemoQ Server\Addins (or C:\Program Files\Kilgray\MemoQ Server\Addins).
Restart the server from memoQ Server Deployment Administration (Stop, then Start memoQ server).
Enable Lara in the MT settings of the online project.

Error: "You are not signed in to Lara"

The full message is MtLookupException: You are not signed in to Lara. Open the Lara settings and sign in.

Local project: open your Lara profile in MT Plugins → Edit → Configure plugin and sign in.
Online project checked out locally: for security reasons, Windows doesn't carry the server's sign-in over to a local checkout.

Error: "Operation not allowed: your account status is 'paused'"

The Lara account in use has no active paid plan. This usually happens when the plugin can't use the server's Lara account and falls back to the user's personal account, often a Free one, which can't be used with plugins.

Ask your server administrator to check that the server's Lara profile is signed in with an active Team account.
If you work on local projects, sign in with an account that has an active paid plan or belongs to your Team.

The plugin shows someone else's account

On memoQ Server this is expected: everyone working on an online project uses the Lara account signed in on the server. Don't sign out from your computer: if you have write permissions on the server, it can sign out every user. See Lara for memoQ → How sign-in works on memoQ Server.

memoQ warns about an unsigned plugin at startup

From memoQ 11, memoQ warns at startup when a plugin isn't signed. The Lara plugins downloaded from our integrations page are signed, so this warning means an older or unofficial build is installed. Remove it from the Addins folder and install the latest version.

Lara doesn't translate a specific language pair

If Lara works for some projects but not others, check that both project languages, including regional variants such as fr-CH or it-CH, are supported by Lara. Set the project to a supported variant and try again.

I use memoQ 9 or 10

These versions aren't supported by the Lara plugin. Contact support with your exact version and we'll let you know your options.

Still stuck? Contact support with the details listed in Lara plugins for CAT tools → Before you contact support.

This article is about:

Fixing Lara not appearing in memoQ desktop or memoQ Server
Solving sign-in and account errors
Unsigned plugin warnings and unsupported language pairs or memoQ versions