Encountering issues with the Excel Add-In? This guide provides solutions for common problems including add-in visibility, authentication loops, connection failures, and performance issues. Whether the add-in is disabled, files are missing, or data won't refresh, you'll find step-by-step troubleshooting instructions to get back up and running.
Before You Begin: The Universal Fix
🔄 First Rule of Excel Troubleshooting
Before diving into specific troubleshooting steps, quit Excel completely and restart your computer. This resolves many transient issues with the add-in, authentication, and file connections. If the problem persists after a restart, proceed with the targeted solutions below.
Add-In Not Visible in Excel Ribbon
If you don't see the EBM tab in the Excel ribbon, the add-in may be hidden rather than disabled or uninstalled.
Solution: Unhide the Add-In
- Right-click anywhere on the Excel ribbon
- Select Customize the Ribbon
- In the right panel under "Main Tabs," scroll to find EBM Office Bridge
- Ensure the checkbox next to it is checked
- Click OK
The EBM tab should now appear in your Excel ribbon. If it still doesn't appear, the add-in may be disabled (see next section).
Add-In is Disabled
Excel may disable the add-in if it detects a startup error or if the add-in conflicts with another component.
Solution: Re-enable the Add-In
- Open Excel and go to File → Options → Add-ins
- At the bottom of the window, find the Manage dropdown
- Select Disabled Items from the dropdown
- Click Go
- If EBMOfficeBridge appears in the disabled items list, select it
- Click Enable
- Click Close and restart Excel
After restarting Excel, the EBM tab should appear in the ribbon and the add-in should function normally.
Login and Authentication Issues
Authentication problems can manifest as login loops, "access denied" errors, or prompts that never resolve.
Common Solutions
🔐 Authentication Troubleshooting Steps
1. Verify Access to Diligent Platform
Before troubleshooting Excel, confirm you can log into your Diligent web platform (your designated Diligent URL provided by EBM). Use your Microsoft credentials or the authentication method provided by your EBM representative. If you cannot access the web platform, contact EBM Support to verify your account status.
2. Clear Cached Credentials
Stale or corrupt cached credentials often cause authentication loops:
- In Excel, go to File → Options → Data Source Settings
- Select any data sources related to EBM or Azure Analysis Services
- Click Clear Permissions or Delete
- Click OK and restart Excel
- Attempt to connect again and re-enter credentials when prompted
3. Use Only One Microsoft Account
If you have multiple Microsoft accounts (personal and work), ensure you're signing in with the correct work account that was granted access to Diligent. Sign out of all Microsoft services in your browser and Excel, then sign back in with only your work account.
4. Update Excel and the Add-In
Outdated software can cause authentication compatibility issues:
- Update Excel through File → Account → Update Options → Update Now
- Download and install the latest version of the Excel Add-In from the download page
5. Try Incognito/InPrivate Mode (for testing)
If authentication works in a browser's incognito/private mode but not in Excel, browser extensions or cached data may be interfering. Clear your browser cache, cookies, and site data, then try again.
Multi-Factor Authentication (MFA) Problems
For issues with Microsoft sign-on or MFA during authentication, consult the Connecting to Diligent Data in Excel article's MFA section. Common MFA issues include:
- Lost or changed mobile device (requires IT support to reset)
- Authenticator app not syncing (check device time/date settings)
- Code not working (ensure app is updated)
Contact your internal IT support team for MFA-specific issues, as these settings are controlled by your organization, not by EBM.
Add-In is Unregistered
This issue occurs when the add-in installer doesn't complete properly, often due to the computer restarting mid-installation or antivirus interference.
Solution: Reinstall the Add-In
- Check Control Panel → Programs and Features to see if "EBMOfficeBridge" is listed but not functioning
- If listed, uninstall it completely (see Uninstall section in Installing the Excel Add-In)
- Restart your computer
- Download the latest version from blueopspartners.com/support/addin
- Ensure all Excel files are closed before running the installer
- Run the .msi installer and complete installation without interruption
- Restart your computer again
- Verify installation by checking Excel → File → Options → Add-ins → COM Add-ins
If the issue persists, contact Diligent Support with details about the error messages you're seeing.
Add-In Files are Deleted or Missing
Antivirus software or security policies may quarantine or delete add-in files, causing the add-in to fail even though it appears installed.
Solution: Locate and Restore Files
- Open Excel → File → Options → Add-ins
- Find "EBMOfficeBridge" in the list (even if disabled)
- Note the file path shown in the Location column
- Open Windows Explorer and navigate to that file path
- Check if all files are present (ebmofficebridge.dll and related files)
- If files are missing:
- Check your antivirus quarantine/history to restore them
- Add the folder to your antivirus exclusion list
- Uninstall the add-in completely
- Delete the entire folder shown in the location path
- Reinstall the add-in from the download page
Contact Diligent Support if files continue to be deleted after reinstallation. Your IT department may need to configure antivirus exceptions.
Data Not Refreshing
If clicking "Refresh Data" doesn't update the workbook, or if you see errors during refresh, try these solutions:
Refresh Troubleshooting
1. Verify Cube Connection
In the EBM tab, click Connect to Cube and ensure you're connected to the correct cube. If the connection fails, verify your network access and authentication credentials.
2. Check Diligent Data Refresh Status
Ensure the underlying Diligent cube has completed its data refresh. Check the System Status page in Diligent or contact your EBM representative to verify the cube refresh schedule.
3. Verify Permissions
If you recently changed roles or your access was modified, you may no longer have permission to refresh the cube. Contact your Diligent administrator to verify your security group membership.
4. Reconnect to Cube
Sometimes the connection becomes stale. Click Connect to Cube in the EBM tab, select your cube again, and re-authenticate if prompted. Then try refreshing.
Performance and File Size Issues
Large or poorly optimized Excel files can cause slow performance, crashes, or refresh failures.
File Size Guidelines
⚠️ 50+ MB Files
May cause slow refresh times and intermittent issues. Consider optimizing formatting, removing unused data, and simplifying formulas.
🚫 100+ MB Files
Will almost always result in errors, crashes, or failure to refresh. These files must be optimized before they can function properly.
File Optimization Tips
- Remove excessive formatting (especially conditional formatting on large ranges)
- Delete hidden sheets with unused data
- Clear clipboard and temporary data
- Avoid volatile functions (INDIRECT, OFFSET, TODAY, NOW) in large tables
- Use pivot tables instead of formulas for aggregations when possible
- Remove unnecessary charts and embedded objects
For detailed file optimization guidance, see Optimizing Large Excel Files for Improved Performance.
Reinstalling the Add-In
If all other troubleshooting steps fail, a clean reinstallation often resolves persistent issues.
Complete Reinstallation Process
- Close all Excel files (verify no Excel processes are running in Task Manager)
- Uninstall the current add-in:
- Control Panel → Programs and Features
- Find "EBMOfficeBridge"
- Click Uninstall and follow prompts
- Restart your computer
- Download the latest installer from blueopspartners.com/support/addin
- Run the .msi installer with all Excel files closed
- Complete installation without interruption
- Restart your computer again
- Open Excel and verify the add-in appears under File → Options → Add-ins → COM Add-ins
- Test by opening a Diligent workbook and refreshing data
⚠️ Important
If you encounter difficulties during uninstallation or reinstallation, ensure all Excel files are closed before proceeding. Check Task Manager (Ctrl+Shift+Esc) to verify no Excel processes are running in the background.
When to Contact Support
If you've tried the solutions above and issues persist, it's time to contact support for personalized assistance.
What Diligent Support Can Help With
- Verifying your Diligent account status and permissions
- Confirming cube refresh schedules and data availability
- Providing updated installer files or versions
- Diagnosing connection issues to Azure Analysis Services
- Coordinating with your IT department on network/firewall configuration
- Investigating specific error messages or codes
What Your IT Department Can Help With
- Granting administrative rights for installation
- Configuring firewall exceptions for required domains
- Managing antivirus exclusions
- Resolving Microsoft Entra cross-tenant access restrictions
- Resetting MFA registration
- Group policy deployment of the add-in
Submitting an Effective Support Request
When contacting Diligent Support, include the following information:
- Your organization name and Diligent platform URL
- Specific error messages (screenshots helpful)
- When the issue started (date/time)
- Steps already tried from this troubleshooting guide
- Which users are affected (just you, or multiple people)
- Excel version (File → Account → About Excel)
- Add-in version (File → Options → Add-ins → EBMOfficeBridge → Location)
Related Articles
📚 Excel Add-In Article Suite
System requirements, installation process, and verification steps
Connecting to Diligent Data in Excel
Authentication, MFA setup, and data refresh workflows
Troubleshooting the Excel Add-In
Solutions for connection issues, disabled add-ins, and performance problems (current article)
📖 Additional Resources
- Diligent Access and Setup Guide - Comprehensive authentication guide
- Optimizing Large Excel Files - File size management and performance tips
- Cross-tenant Access Settings - Microsoft documentation for IT departments
Most add-in issues can be resolved by restarting Excel and your computer, verifying installation status, or clearing cached credentials. For persistent problems, a clean reinstallation often provides a fresh start. Remember that EBM Support and your IT department are available to assist with issues beyond these standard troubleshooting steps—don't hesitate to reach out when needed.
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