If Excel displays a "We couldn't find this app" message when you try to install or open an ExtendInsights add-in, Microsoft Office cannot retrieve the add-in from Microsoft AppSource. This is typically caused by a temporary Microsoft 365 issue, an organizational policy, or a local Office cache problem.
Symptoms
You may experience one or more of the following:
Excel displays "We couldn't find this app."
The ExtendInsights add-in cannot be installed from Microsoft AppSource.
The add-in appears unavailable even though it was previously installed.
Why This Happens
This message is generated by Microsoft Office and is not specific to ExtendInsights.
Common causes include:
A temporary Microsoft AppSource or Microsoft 365 synchronization issue
A recent Office or add-in update
A Microsoft 365 tenant policy that blocks AppSource add-ins
A corrupted Office add-in cache
How to Resolve the Issue
Step 1: Restart Excel
Close all Excel windows.
Wait a few minutes.
Reopen Excel and try installing or opening the add-in again.
Step 2: Reinstall the Add-in
In Excel, go to Home → Add-ins → More Add-ins.
Search for your licensed ExtendInsights application (such as ExtendInsights Data Connector or ExtendInsights Financial Reporting).
Select Add.
Step 3: Verify Microsoft 365 Policies (Admins)
If your organization restricts Microsoft AppSource add-ins:
Contact your Microsoft 365 Administrator.
Verify that Office Add-ins are permitted.
If required, have the administrator deploy the ExtendInsights add-in centrally.
Step 4: Clear the Office Add-in Cache
If the add-in is still unavailable:
Clear the Office add-in cache.
Restart Excel.
Try installing the add-in again.
See Troubleshooting: Clear the Office Add-in Cache for detailed instructions.
✅ Verification
The issue is resolved when:
The ExtendInsights add-in can be found in Microsoft AppSource.
The add-in installs successfully.
The ExtendInsights task pane opens without errors.
💡 Best Practices
Keep Microsoft Office up to date.
Restart Excel after Office updates before reinstalling add-ins.
If your organization manages Office add-ins centrally, work with your Microsoft 365 Administrator before attempting a manual installation.
Need Help
If the issue persists after completing the previous steps, contact CloudExtend Support for assistance.
💬 Use in-app chat (bottom-right of the support site)
✉️ Email cloudextend-support@celigo.com
Please include:
A screenshot of the error message
Your Microsoft Office version
Whether the issue affects one user or multiple users
Whether your organization uses centralized Office add-in deployment