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A repo and NPM package for Office.js, corresponding to a copy of what gets published to the official "evergreen" Office.js CDN, at https://appsforoffice.microsoft.com/lib/1/hosted/office.js.
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Add-in disappearing from customers' ribbon in Word desktop #2424

Closed MicGensty closed 5 months ago

MicGensty commented 2 years ago

Message from office-js bot: We’re closing this issue because it has been inactive for a long time. We’re doing this to keep the issues list manageable and useful for everyone. If this issue is still relevant for you, please create a new issue. Thank you for your understanding and continued feedback.

We are getting an increased number of reports from customers that our add-in sporadically disappear from the ribbon in Word. It is a problem for us as people don't use what they can't see and many are very un-tech savvy and don't know how to reactivate add-ins (especially if they are used to have their central admin push them out to them).

Is this a known issue? Is there any setting in the manifest file that we might have missed? We would appreciate any information that might point us in the right direction to solve this.

The users are signed in and have been using the add-in pushed by the admin for some time when it happens. It seems to sporadically disappear (multiple times for the same users) mainly on restart of the Word Application (but not every time they restart. They are also still logged in). It happens both on Mac and Windows. It is hard to say if it is linked to Word updates, as MS365 automatically pushes updates quite regularly. They were not making any deliberate updates at least. We have also seen that other add-ins stay in the ribbon while ours disappeared.

samantharamon commented 2 years ago

Thank you for reporting this, @MicGensty. I'm sorry to hear that your customers have been experiencing issues. Would you be able to provide us details about your add-in to assist us with the investigation?

@grangeryy, could you please look into this? Thanks!

grangeryy commented 2 years ago

Adding @RuoyingLiang for the add-in disappearance issue.

RuoyingLiang commented 2 years ago

@MicGensty, thanks for raising the issue. May I ask if the add-in has update recently? Is this happened after the add-in updating?

RuoyingLiang commented 2 years ago

@MicGensty , is that possible you can ask the customer to provide the the session id? Customer can get it from “File”->”Account”->”About Word” , click the "About Word" button and there is session ID. That will be very helpful for our investigation.

MicGensty commented 2 years ago

Latest as of yesterday, we received reports of this happening. Two of our colleagues (one on Win11 and one on Win10) experienced it as well. And it happened again today for a colleague on Mac - we were able to get the Session id: 567E8543-2A7E-4159-A9E3-08E5B1D38B98. (Office build number: 16.58 (22021501))

It did not coincide with one of our code updates. Was there maybe an update of Word desktop yesterday Tuesday 22th February? Our current theory is that when Word is updated something triggers our add-in to be deactivated.

MicGensty commented 2 years ago

(Office build number in that case: 16.58 (22021501))

RuoyingLiang commented 2 years ago

Thanks @MicGensty. We are proactively investigating the issue and will back to this thread once we have update. If you could repro in Windows again, please also share the build number with us. That will be super helpful. Thanks!

MicGensty commented 2 years ago

In Windows: Session-id: A9BDA8DA-B565-4F46-BB53-A1FCAFAA9485 Microsoft Word 365 MSO, (Version 2203 Build 16.0.15018.20002) 64-bit

graysenpack commented 2 years ago

@samantharamon - This has been happening with a number of our customers and employees as well on both Windows & Mac computers.

Here is one of our internal Macs that has experienced this today:

Microsoft Word for Mac Version 16.58 (22021501) Device ID: 90607221-002E-567B-A55F-B05E68D21D16

Not sure if Device ID & Session ID are the same, but let me know if I can provide any additional information that would be helpful. I will post other info as we encounter this problem.

MicGensty commented 2 years ago

Another one in Windows: Microsoft Word 365 MSO, (Version 2203 Build 16.0.15018.20002) 64-bit Sessions-id: 6C60AB59-F607-4207-ACD8-EBDAE6F4C20D

manishrfpio commented 2 years ago

This has been happening with a number of our customers and employees as well on both Windows & Mac computers.

guliums commented 2 years ago

@MicGensty @manishrfpio thanks very much. I didn't find any telemetry for that session id. When the issue happens next time , besides the session id, could you also help submit a feedback to Microsoft using office client, that will ensure the diagnostic logs are collected. Thanks very much!

image

The feedback button is "File" -> the button is on top right next to user account. Session id can get from “File”->”Account”->”About Excel” button like this. That will be helpful for our investigation. Thanks! Alternatively, if you could help collect local telemetry and send it to us it will be also very helpful. To collect local telemetry you could refer to Enable Microsoft 365 Apps for enterprise ULS logging for random issues - Office 365 | Microsoft Docs. . Thanks!

graysenpack commented 2 years ago

@guliums I have just sent in Feedback immediately after this happened in my version of Word (Mac Version 16.59 (22031300). My Word updated, then when I tried to use the Add-in, it disappeared as soon as I clicked a ribbon icon in the Add-in ribbon tab.

Since this is on Mac, I used the Feedback icon in the very top-right corner. I included a link to this GitHub issue in the feedback.

guliums commented 2 years ago

@graysenpack Thanks very much, that is very helpful for our investigation. Just to confirm one thing, does "My Word updated" mean this happened after you update your Word app version(that it updated to version 16.59 (22031300) and the issue happened)?

graysenpack commented 2 years ago

@guliums - Sorry, should have been more clear. Yes - I started Word, it verified the update (the Mac OS default verification pop-up), then Word started. The Add-in was still there, but once I clicked an icon in the Add-in ribbon tab, it disappeared.

I have my Word set to automatically update, so the update must have been installed since the last time I had Word open. I tend to always Quit out of applications when closing them vs. leaving them running in the background.

I'll try to see if I can get a video the next time there's an update as well.

graysenpack commented 2 years ago

Sent in again but this time I got a screenshot of the submission info. Happened after a Word update.

Screen Shot 2022-04-04 at 12 06 31 PM
hdwatts commented 2 years ago

@guliums Noting that this has been happening intermittently with our Excel Add-in as well. It is a button that appears in the Formulas tab which, when clicked, opens a taskpane. When clicking the button is removed and our users have to re-add the adding from the insert tab (where it still appears as installed in My Add-ins).

LMSCM commented 2 years ago

Hi - I'm having the same issue. The add-in disappears from time to time across all Office apps. I have auto update on. I've opened a ticket with RFPIO and all details are in there.

hdwatts commented 2 years ago

@guliums Hi, any update on this issue? Clients are complaining and having some steps towards a resolution would be much appreciated.

graysenpack commented 2 years ago

Agreed - it's still happening consistently for us and our customers.

@hdwatts - for us, by having users re-install the Add-in we can get them started again. Here's the instructions we send out for now:

  1. Open a Word document
  2. In the Insert ribbon tab, open "My Add-ins"
  3. Double click our Add-in
  4. The Add-in should be readded to your Word ribbon
guliums commented 2 years ago

Hi @hdwatts @graysenpack @LMSCM sorry for late response. The owner team has fixed a major bug that caused the add-in disappearing from ribbon. We think most users on CC channel who hitting the issues are caused by this bug. The fix went to CC Prod on 7/6. There are still some corner cases that may lead to add-in disappear and the owner team are actively working on the investigation. Please let us know if you still see the issue on latest CC builds. Thanks very much for your support!

hdwatts commented 2 years ago

@guliums Thanks for the update here! Can you confirm if the fix was for Word specifically or for all Office apps? To note, our issue was with Excel Add-ins

guliums commented 2 years ago

Hi @hdwatts, the fix is for all apps (Word, PowerPoint and Excel).

JensMadsen commented 2 years ago

Is this related to https://github.com/OfficeDev/office-js/issues/2146 ?

We have a customer reporting that the Word add-in vanishes after he opens Outlook.

martiny360 commented 2 years ago

Hi @hdwatts @graysenpack @LMSCM sorry for late response. The owner team has fixed a major bug that caused the add-in disappearing from ribbon. We think most users on CC channel who hitting the issues are caused by this bug. The fix went to CC Prod on 7/6. There are still some corner cases that may lead to add-in disappear and the owner team are actively working on the investigation. Please let us know if you still see the issue on latest CC builds. Thanks very much for your support!

What version/build number is the fix? Had a client try to update Office, but it was already on the newest version, and it still didn't work.

JensMadsen commented 2 years ago

@guliums we really appreciate that a fix has been deployed. My question is if there is a way to monitor this bug if it still happens. Right now we only get to know that the add-in has disappeared if our customers contact us.

guliums commented 2 years ago

Hi @martiny360 @JensMadsen, sorry for late response. Let me add ribbon expert @preethikakiru to help. If you still see the issue in latest build, could you provide a session id and build number. That will be very helpful for investigation. Thanks!

JensMadsen commented 2 years ago

Thank you @guliums. I report back if we get more reports from our customers. Again, is there a way to monitor the bug?

gingerjia commented 1 year ago

Hi @JensMadsen, sorry for the late reply as our expert team is working hard on fixing the issue. We have released fix for most of possible root cause in July, and still working on other edge cases fixing. If you or your customer still see the issue, could you help to let us know the build number and send a frown to us at same if possible? This is really very helpful for us to track the corner issues. Thanks very much! For any way to monitor the bug, since the root cause is much like race condition related, so it's not a very straight way to monitoring it currently. We are also working on improving this part by telemetry and error handling. If have progress or update for this part, we will definitely share to you. Thanks again for helping to improve our experience and quality!

JensMadsen commented 1 year ago

@gingerjia I will report if our customers report the issue. We have internal reports but I cannot tell if this add-in vanished before or after July.