Revit imodel exporter plug-in

I currently have a consultant who is struggling to install the revit imodel exporter plug-in. 

Basically, he installs the app, but the ribbon menus do not appear in revit. He has tried this with 2015/16 and 17 versions. Apologies i cannot provide more detailed information, I am just passing on the query. 

Has anyone else encountered a similar issue? 

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