Use this article when ExtendInsights does not load correctly, the task pane is unavailable, or Extend Support recommends reinstalling the Excel add-in.
Reinstalling the add-in does not delete your Excel workbooks or change data stored in NetSuite.
Symptoms
You may need to uninstall and reinstall ExtendInsights if:
The ExtendInsights task pane does not open.
The add-in is missing from the Excel ribbon.
The add-in displays a blank or unresponsive task pane.
ExtendInsights does not load after restarting Excel.
CloudExtend Support asks you to reinstall the add-in as part of troubleshooting.
Why This Happens
An add-in may stop loading correctly because of a cached Microsoft Office session, an incomplete add-in update, or a change to the Microsoft 365 deployment.
The uninstall process depends on how ExtendInsights was originally installed:
User-installed add-in: The user installed ExtendInsights directly from Microsoft AppSource.
Administrator-deployed add-in: A Microsoft 365 administrator deployed ExtendInsights using Centralized Deployment.
Users cannot remove an add-in that was assigned through Microsoft 365 Centralized Deployment. This is a Microsoft platform limitation.
How to Resolve the Issue
End Users: Uninstall a Self-Installed Add-in
Open Microsoft Excel.
Go to Home > Add-ins.
Select More Add-ins > Manage your apps.
Locate ExtendInsights in the list of installed apps.
Select the More options (⋯) menu next to ExtendInsights.
Select Remove.
Close all open Excel windows.
End Users: Reinstall ExtendInsights
Reopen Microsoft Excel.
Confirm that you are signed in to your Microsoft 365 account.
Go to Home > Add-ins.
Select Get Add-ins.
Search for ExtendInsights.
Select the ExtendInsights application your organization uses:
ExtendInsights Excel Data Connector
ExtendInsights Financial Reporting
Select Add or Install.
Open the ExtendInsights task pane from the Excel ribbon.
Sign in using your CloudExtend account.
Install only the ExtendInsights application your organization has licensed or is currently trialing.
➡️ Full Guide: How to Install ExtendInsights Apps
Microsoft 365 Admins: Remove a Centrally Deployed Add-in
If ExtendInsights was deployed through Microsoft 365 Centralized Deployment, the end user cannot remove it.
The Microsoft 365 administrator must:
Sign in to the Microsoft 365 Admin Center.
Open the section used to manage integrated applications or deployed add-ins.
Locate the deployed ExtendInsights application.
Remove the affected user or group assignment, or remove the deployment.
Save the changes.
Microsoft deployment changes may not appear immediately in Excel.
Microsoft 365 Admins: Redeploy ExtendInsights
After the previous deployment has been removed:
Return to the Microsoft 365 area used to manage integrated applications.
Add or deploy the required ExtendInsights application.
Assign it to the appropriate users or groups.
Complete the deployment.
Ask the affected users to close and reopen Excel after the deployment becomes available.
Confirm that you deploy the correct application:
ExtendInsights Excel Data Connector
ExtendInsights Financial Reporting
Verification
The reinstall is complete when:
ExtendInsights appears in the Excel ribbon.
The ExtendInsights task pane opens successfully.
The user can sign in.
The expected NetSuite connection or reporting features are available.
If the add-in still does not appear, close all Microsoft Office applications and reopen Excel.
💡 Notes / Best Practices
Removing the add-in does not delete Excel workbooks or NetSuite data.
Save all open workbooks before uninstalling the add-in.
Confirm that Excel is signed in to the correct Microsoft 365 account before reinstalling.
Do not install both ExtendInsights applications unless your organization uses both products.
Centrally deployed add-ins must be managed by a Microsoft 365 administrator.
Need Help?
Before contacting Support, try searching:
If you still need assistance:
💬 Use in-app chat (bottom-right of the support site)
✉️ Email cloudextend-support@celigo.com
Include the following information:
The ExtendInsights application you installed
Your Excel version
Whether the add-in was installed by you or deployed by an administrator
A screenshot of the behavior or error message