Troubleshooting

Change your Microsoft Office update channel

1. Close all Office applications.

2. Create a file called Monthly_Channel.bat with the following content:

   setlocal
   reg query HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration\ /v CDNBaseUrl if %errorlevel%==0 (goto SwitchChannel) else (goto End)
   :SwitchChannel
   reg add HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration /v CDNBaseUrl /t REG_SZ /d "https://officecdn.microsoft.com/pr/492350f6-3a01-4f97-b9c0-c7c6ddf67d60" /f
   reg delete HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration /v UpdateUrl /f
   reg delete HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration /v UpdateToVersion /f
   reg delete HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Updates /v UpdateToVersion /f
   reg delete HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Office\16.0\Common\OfficeUpdate\ /f
   :End
   Endlocal

3. Right-click Monthly_Channel.bat and choose Run as administrator.

   

4. Open Excel and go to Account to check that you are on the Monthly Channel. It can take some time before it is available.

   

5. Run the Office update by clicking Update Options > Update Now.

   

See also Microsoft’s guide: Switch channel for Office 365.

IE11 local storage access denied

This happens when Office still uses Internet Explorer 11 and the add-in opens with a blank screen.

Note

Which browser Office uses depends on your operating system and Office version. See Browsers used by Office Add-ins.

You can debug the issue with the F12 developer tools. See Debug add-ins using F12 developer tools on Windows 10.

If you see An internal error has occurred in the Microsoft Internet Extension, try the following in order:

1. Close Internet Explorer and Excel, and run this command:

   icacls %userprofile%\Appdata\LocalLow /t /setintegritylevel (OI)(CI)L

2. If that does not help, open regedit and delete these two registry keys:

   Computer\HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings\5.0\Cache\Extensible Cache
   Computer\HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings\5.0\LowCache\Extensible Cache

3. If it still does not work, delete the entire Internet Explorer key from the registry:

   Computer\HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer

More information: IE 11 Office.js access is denied trying to use localStorage.

Browser version is not supported

The add-in runs in either Internet Explorer or Edge, depending on your Office and Windows versions. If you see a warning that the browser is not supported, you may need to install Internet Explorer or Edge. Check Browsers used by Office Add-ins to see which browser your setup uses.

On Windows 10, you can install Internet Explorer from Windows Features > Turn Windows features on or off.

The add-in breaks after a new release

After a new release, cached static files (JavaScript, HTML and CSS) are sometimes not reloaded. The example below shows the add-in with a missing CSS file:

Clear the cache of the browser the add-in uses (see Browser version is not supported). If that does not work, run this command in a Command Prompt:

del /s /f /q %LOCALAPPDATA%\Packages\Microsoft.Win32WebViewHost_cw5n1h2txyewy\AC\#!123\INetCache\

More information: Changes to static files do not take effect.

Still stuck?

Contact support.insight@volue.com.