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Excel add-in not updating for some clients #4415
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Hi there, thanks for reporting. For clarification: Are you reporting that the add in is not getting updated for some users? Or is this that the html is not updated? Can you provide more details about how the users are getting this blank screen? This is within the add in code, so I want to see how I can help. |
Hi, I don't have access to all the computers, but from the only one I could see, I didn't see any errors on the console. |
Are you attempting to launch a dialog with your auth flow? Can you tell me how that flow works? What files do you believe are missing? |
No we don't attempt to launch the dialog. We use https://auth0.com/docs/get-started/authentication-and-authorization-flow/authorization-code-flow-with-pkce |
The only dialog window we have was because Microsoft made us support office online
But it does not get there. |
In cases the solution is to log out from office account, restart office and log-in again. I still have some 2016 office versions that the issues is not solved. |
Provide required information needed to triage your issue
We provide an excel add-in to our clients: https://appsource.microsoft.com/en-us/product/office/wa200000126?tab=overview
We have updated the authentication. There has been a change on the manifest about 1 month ago and we have now also changed the Javascript and HTML files.
Some are able to login and access the add-in as normal but other users are stuck on the login.
The ones stuck have reinstalled the login and have also tried to clean the cache as explained here: https://learn.microsoft.com/en-us/office/dev/add-ins/testing/clear-cache#manually
They are able to access and login to our webpages that use the same system.
Also we have customers in different countries in Europe and also Japan, reporting this problem
Your Environment
Expected behavior
Open the add-in and see the login page:
Current behavior
When open the excel add-in, the screen that used to display is no longer available, it shows the redirect message and now only a blank white screen appears.
Steps to reproduce
Link to live example(s)
Provide additional details
Context
We have migrated to a new authentication solution and our users are not able to see the new login page to login
Useful logs
Thank you for taking the time to report an issue. Our triage team will respond to you in less than 72 hours. Normally, response time is <10 hours Monday through Friday. We do not triage on weekends.
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