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UnaXL Add-in Troubleshooting Guide

Purpose​

This guide helps users troubleshoot common issues when installing or accessing the UnaXL Add-in through Microsoft Excel. These steps are based on the installation issues, where the add-in did not appear until license, account, and cache issues were resolved.

Expected Installation Flow​

The UnaXL Add-in is distributed through Microsoft 365 as an admin-managed Office add-in.

A user should be able to:

  1. Open Excel.
  2. Go to Home.
  3. Select Add-ins.
  4. Select More Add-ins.
  5. Go to the Admin Managed tab.
  6. Select the UnaXL Add-in.
  7. Sign in and choose the appropriate tenant.

If the add-in does not appear, follow the troubleshooting steps below.

Troubleshooting Steps​

1. Confirm the user has a valid Microsoft Office license​

The first thing to check is whether the user has a valid Microsoft Office/Excel license assigned.

Why this matters​

Excel may still open and appear usable without a proper license, but some Microsoft 365 features, including admin-managed add-ins, may not work correctly.

Steps​

  1. Ask the Microsoft 365 admin to confirm the user has an active Office/Excel license.
  2. If the user does not have a license, assign one.
  3. Have the user close all Office apps.
  4. Reopen Excel.
  5. Check Add-ins > More Add-ins > Admin Managed again.

2. Confirm the user is signed into the correct Microsoft account​

The add-in is distributed through the organization's Microsoft 365 admin center, so the user must be signed into Excel with their company account.

Steps​

  1. Open Excel.

  2. Go to the top-right account/profile icon.

  3. Confirm the user is signed in with their company Microsoft account.

  4. If they are signed into a personal, temporary, or incorrect account:

    • Sign out.
    • Sign back in with the correct work account.

  5. Close and reopen Excel.

  6. Check the Admin Managed tab again.

3. Check whether the add-in appears under Admin Managed​

Steps​

  1. Open Excel.
  2. Go to Home.
  3. Select Add-ins.
  4. Select More Add-ins.
  5. Open the Admin Managed tab.
  6. Click Refresh if available.

Expected result​

The UnaXL Add-in should appear as an available add-in.

If it does not appear​

Continue with the steps below.

4. Remove old side-loaded UnaXL add-ins​

Old or side-loaded versions of the UnaXL Add-in can interfere with the admin-managed version.

Steps​

  1. Open Excel.
  2. Go to File.
  3. Select Options.
  4. Select Add-ins.
  5. Look for any Una-related add-ins.
  6. Remove or disable old UnaXL add-ins if present.
  7. Close Excel.

5. Fully close Excel and other Office apps​

Excel or other Office apps may keep cached add-in data active in the background.

Steps​

  1. Close Excel.

  2. Close all other Office apps, including:

    • Word
    • Outlook
    • PowerPoint

  3. Open Task Manager using Ctrl + Shift + Esc.

  4. Check for any remaining Excel processes.

  5. End any lingering Excel processes.

  6. Reopen Excel and check the add-in again.

6. Clear local app data cache​

If clearing the first cache folder does not work, clear the local app data cache used by Office/Excel.

Steps​

  1. Close Excel.
  2. Close all Office apps.
  3. Open File Explorer.
  4. Paste the local app data path into the address bar.

    • For Windows: %LOCALAPPDATA%\Microsoft\Office\16.0\Wef

    • For Mac: /Users/[username]/Library/Containers/com.microsoft.Excel/Data/Documents/wef

      Note: If the wef folder doesn't exist, you'll need to create it manually. The Library folder is hidden by default on Mac — you can access it by holding Option and clicking Go in Finder, then selecting Library.

  5. Select all contents in the relevant cache folder (Ctrl + A).
  6. Delete the contents.
  7. Reopen Excel.
  8. Check the Admin Managed tab again.

Expected result​

After clearing cache and reopening Excel, the UnaXL Add-in should appear.

7. Restart the computer​

If Excel still does not show the add-in, restart the user's computer.

Steps​

  1. Save all work.
  2. Restart the computer.
  3. Open Excel.
  4. Confirm the correct Microsoft account is signed in.
  5. Go to Add-ins > More Add-ins > Admin Managed.

8. Confirm the add-in was deployed to the correct users​

If multiple users cannot see the add-in, the issue may be with the Microsoft 365 admin deployment settings.

Admin checks​

The Microsoft 365 admin should confirm:

  1. The add-in is deployed through Integrated Apps.
  2. The app was uploaded as an Office Add-in.
  3. The manifest link is valid.
  4. The app is deployed to the correct users or the full organization.
  5. The add-in is enabled and available.

9. Confirm the manifest URL works​

If the add-in does not load, confirm the manifest URL can be reached.

Steps​

  1. Open Chrome or another browser.
  2. Paste the following URLs separately:
    • https://appsource.microsoft.com
    • https://outlook.office365.com
  3. Confirm the URLs load successfully.

If the URLs do not load, the issue may be with the manifest file or blob storage hosting location.

Before escalating, confirm the following:

  • User has a valid Microsoft Office/Excel license.
  • User is signed into Excel with the correct company Microsoft account.
  • User checked Add-ins > More Add-ins > Admin Managed.
  • User clicked refresh in the add-ins window.
  • Old Una side-loaded add-ins were removed.
  • Excel and all Office apps were fully closed.
  • No lingering Excel processes remain in Task Manager.
  • Office temporary/cache folders were cleared.
  • Local app data cache was cleared.
  • Computer was restarted.
  • Microsoft 365 admin confirmed the add-in deployment.
  • Manifest URL was tested and loads successfully.