Need help right now?
Contact CloudExtend Support:
In-app: Use the Help / Feedback button inside the add-in task pane.
When you reach out, have your Excel version and a screenshot of any error message ready.
Not sure where to start?
Find the situation that matches yours and jump to the right article.
Microsoft Update Issues & Escalation
Q1. The add-in stopped working after a Microsoft 365 or Office update. Is this a Microsoft problem or an ExtendInsights problem?
Both Microsoft and ExtendInsights can be involved. Here's how to tell:
Check Microsoft's Service Health dashboard first
Go to: admin.microsoft.com → Health → Service Health
If there's an active incident affecting Office Add-ins, Excel, Exchange Online, Marketplace, or AppSource, Microsoft is already working on a fix. No action is needed on your end while that incident is open.
If Service Health shows no active incident, the issue is likely local.
Work through the common issues steps below — clear the cache, reinstall from Marketplace, and if needed, have your IT admin redeploy from the admin center.➡️ See Add-in still broken for everyone after redeploying for a full checklist of what IT should verify.
Microsoft has publicly acknowledged several known issues (as of June 2026) that cause third-party and organization-managed Office add-ins to disappear or fail to load. These include:
Microsoft 365 Service Health incidents affecting Office Add-ins, Excel, Office for the web, Exchange Online, Marketplace, or AppSource
Centralized deployment issues where admin-deployed add-ins don't appear for assigned users
Tenant policies that restrict Marketplace/AppSource add-ins
Local Office or Excel cache issues after an add-in update
Check Microsoft's live known issues page: learn.microsoft.com — Office Add-ins Known Issues
➡️ For full article: Troubleshooting: ExtendInsights Stopped Working After a Microsoft 365 or Office Update
Common Issues
Q2. The ExtendInsights add-in disappeared from my Excel ribbon. What should I do?
If the ExtendInsights add-in no longer appears in Excel, try the following steps in order. Most users are able to restore the add-in after the first or second step.
Restart Excel
Close all Excel windows completely.
Wait about 30 seconds.
Reopen Excel and check whether the ExtendInsights ribbon or task pane has returned.
Reinstall the add-in from Microsoft AppSource
In Excel, go to Home → Add-ins → More Add-ins.
Search for your licensed ExtendInsights application (for example, ExtendInsights Data Connector or ExtendInsights Financial Reporting).
Select Add to reinstall the add-in.
Clear the Office add-in cache
If the add-in appears in AppSource but will not load or reinstall correctly, clear the Office add-in cache. Check out How do I clear the Office add-in cache?
➡️ See Troubleshooting: ExtendInsights add-in disappeared from my Excel ribbon for detailed instructions.
Q3. I see a "We couldn't find this app" error. What does this mean?
This message usually means Excel can't locate the add-in at that moment. It may happen because of a temporary Microsoft sync issue, an add-in update, a tenant policy, or a local Excel cache issue.
Close Excel completely, wait a few minutes, and reopen it.
Search for the add-in manually: Home → Add-ins → + More Add-ins → search for "ExtendInsights Data Connector for Excel" → click Add.
If your organization blocks Marketplace or AppSource add-ins, ask your Microsoft 365 administrator to deploy the add-in centrally. See How to redeploy the add-in from the Microsoft 365 admin center.
If the issue continues, clear the Office add-in cache.
If the error remains after clearing the cache, contact CloudExtend Support.
➡️ See Troubleshooting: "We Couldn't Find This App" Error in Excel for detailed instructions
Q4. The add-in pane is blank or frozen. How do I clear the cache?
Clearing the cache forces Excel to fetch a fresh copy of the add-in. This will not delete your Excel workbooks.
Windows
Close Excel completely.
Press Windows + R to open the Run dialog.
Paste the path below and press Enter:
%LOCALAPPDATA%\Microsoft\Office\16.0\Wef\Back up the folder contents if needed, then delete everything inside the folder.
Reopen Excel and launch the add-in again.
Mac
Quit Excel completely.
In Finder, press Command + Shift + G, or click Go → Go to Folder in the menu bar.
Delete the contents of each of these two folders:
~/Library/Containers/com.Microsoft.OsfWebHost/Data/~/Library/Containers/com.microsoft.Excel/Data/Documents/wef/If the first folder doesn't exist, look for any folder beginning with
com.microsoft.Officein the Containers directory and delete its contents.Reopen Excel and launch the add-in again.
➡️ See Troubleshooting: Clear the Office Add-in Cache for full instructions.
Q5. An update dialog is blocking access to the add-in. What should I do?
A Microsoft Office update prompt may occasionally prevent the ExtendInsights add-in from loading until the update is completed or Excel is restarted.
Try the following steps in order:
Select Continue in the update dialog to complete the update.
Restart Excel and reopen the ExtendInsights add-in.
If the prompt continues to appear, ask your Microsoft 365 Administrator to redeploy the add-in from the Microsoft 365 Admin Center. Centrally deployed add-ins are managed by your organization and can help resolve update-related issues.
➡️ See Troubleshooting: Microsoft Office Update Prompt Prevents the ExtendInsights Add-in from Loading for detailed instructions.
IT Admin: Org-Wide Issues
For IT administrators
The steps below require a Microsoft 365 admin role with permission to manage integrated apps or centralized add-in deployment, such as a Global Admin or Exchange Admin. If you don't have this access, forward these instructions to whoever manages your Microsoft 365 tenant.
Q6. How can our IT admin redeploy the add-in from the Microsoft 365 admin center?
Redeploying from the Microsoft 365 admin center is the recommended path for org-wide add-in issues, especially when users can't reinstall individually from Marketplace.
Option A - If an Update option is available:
Sign in to admin.microsoft.com.
Go to Settings → Integrated apps.
Select ExtendInsights Data Connector for Excel.
Select Update and allow time for the update to propagate to assigned users.
Option B - If Update is not shown, redeploy from Microsoft AppSource or Marketplace:
Sign in to admin.microsoft.com.
Go to Settings → Integrated apps → Add-ins → Deploy Add-in → Microsoft Marketplace.
Select Get apps.
Search for "ExtendInsights Data Connector for Excel" and select the add-in.
Choose which users or groups should receive the add-in: the entire organization, specific groups, or named users.
Accept the requested permissions → Finish.
Propagation time
New deployments can take up to 24 hours to appear for all users.
Updates and changes (including turning an add-in on or off) can take up to 72 hours.
If users haven't seen the add-in yet and you're within that window, this is expected — no further action needed.
➡️ See Redeploy ExtendInsights Excel Add-ins from the Microsoft 365 Admin Center for more details.
Q7. The add-in is still broken for everyone after redeploying. What should IT check next?
If the add-in is still missing or failing after redeployment, the issue may be related to Microsoft 365 tenant configuration or an active Microsoft service incident.
Check Microsoft Service Health:
Go to admin.microsoft.com→ Health → Service Health.
Look for advisories or incidents related to: Microsoft 365 Apps, Office for the web, Excel, Exchange Online, Office Add-ins, Integrated apps, or Microsoft Marketplace / AppSource.
If an active incident is listed, Microsoft is already working on a fix. CloudExtend monitors this as well and will proactively notify customers when a widespread issue is confirmed.
Also check Exchange Online access:
Some centrally deployed or organization-managed add-ins may be affected when required Microsoft 365 / Exchange Online access, including EWS-related settings, is restricted. Ask your IT admin to verify that the required Exchange Online access is enabled for add-in users.
Useful links: Service Health: admin.microsoft.com → Health → Service Health
Known Issues: learn.microsoft.com - Office Add-ins Known Issues
Q8. Should we open a support ticket with Microsoft?
Yes.
If the steps above have not resolved the issue and it appears to be a Microsoft infrastructure problem, your IT admin should open a support ticket with Microsoft.
How to open a Microsoft support ticket:
Sign in to admin.microsoft.com as a Global Admin.
Click the ? Help icon (top-right) → Support Assistant → New service request.
Describe the issue: "Office Add-ins failing to load or deploy — ExtendInsights Data Connector for Excel."
Include your Excel build version, the number of affected users, and any error screenshots.
Select your preferred contact method. Chat is usually fastest.
Alternatively: support.microsoft.com/contactus → select Microsoft 365 → Contact Support.
Microsoft Support can investigate Marketplace/AppSource deployment, centralized deployment, tenant configuration, Service Health incidents, and Exchange Online settings.
For ExtendInsights product functionality, contact CloudExtend Support directly.
Installation & Getting Started
Q9. How do I install the add-in for the first time?
Open Microsoft Excel.
Go to the Home tab → click Add-ins → + More Add-ins.
Type "ExtendInsights Data Connector for Excel" in the search box and press Enter.
Click Add. The add-in will appear in your Excel ribbon.
If the Add-ins button is grayed out, your organization's IT policy may restrict Marketplace installations. Ask your IT admin to deploy the add-in via the Microsoft 365 admin center.
Q10. Which versions of Excel and Microsoft 365 are supported?
ExtendInsights Data Connector for Excel works with:
Excel 2013 or later on Windows
Excel 2016 or later on Mac
Excel on the web
Excel on Mac (Microsoft 365)
Excel on Windows (Microsoft 365)
Advanced scheduling: If you're using the Analytics app and want to schedule automatic data refreshes, your workbook must be saved to OneDrive for Business or SharePoint, and an active Microsoft 365 subscription is required.
Q11. The add-in works on my personal computer but not on my work PC. Why?
Work computers often have additional policies that personal machines don't.
Common causes include:
Your organization blocks Marketplace or AppSource add-ins
The add-in hasn't been approved or deployed by your IT team
A firewall, proxy, or security tool is blocking the add-in connection
Your work account is different from the account assigned to the add-in license
Excel, Microsoft 365 Apps, or Microsoft Edge WebView2 needs to be updated
Conditional access or security policies are limiting access
Ask your IT administrator to check:
Whether ExtendInsights Data Connector for Excel is deployed to your account.
Whether your account is included in the correct Microsoft 365 group.
Whether Marketplace or AppSource add-ins are allowed in your tenant.
Whether firewall or proxy rules allow the add-in to connect.
Whether Excel and Microsoft 365 Apps are up to date.
Q12. Do I need to sign in again or re-enter my license after an update?
In most cases, no. Your sign-in session and license usually remain active after an add-in update — unless the local cache was cleared, your session expired, or your organization's authentication policy requires a new sign-in.
If you're prompted to sign in again:
Use your usual ExtendInsights Data Connector for Excel credentials.
Confirm you're using the correct work email address.
If your organization uses single sign-on (SSO), sign in with your company's Microsoft 365 account.
Reopen Excel after signing in.
If you see a license error after signing in, contact CloudExtend Support and include:
Your account email address
Your company or tenant name
A screenshot of the error
Whether the issue affects only you or multiple users
➡️ See full guide: Troubleshooting: Do I Need to Sign In Again After an ExtendInsights Update
Contact CloudExtend Support
If the issue persists after following the troubleshooting steps, contact CloudExtend Support and provide the following:
Your Microsoft Excel version (File → Account → About Excel)
Whether the issue affects only you or multiple users
Any error messages or screenshots
Contact CloudExtend Support
🌐 Support portal: https://www.cloudextend.io/support/
💬 Use in-app chat (bottom-right of the support site)
✉️ Email cloudextend-support@celigo.com
Microsoft Resources (IT Administrators)
• Microsoft 365 admin center: admin.microsoft.com
• Microsoft Support: support.microsoft.com/contactus
• Office Add-ins Known Issues: learn.microsoft.com — Office Add-ins Known Issues
• Service Health Dashboard: admin.microsoft.com → Health → Service Health