[Excel] RichApi.Error: ControlIdNotFound

[hdwatts]

Provide required information needed to triage your issue

A subset of our clients are reporting that clicking a button in the ribbon of our Excel add-in appears to not do anything. The command itself is simple, if the user is authenticated (which we have confirmed they are in these cases) then enable the other controls in the ribbon.

We are accomplishing this by calling the below requestUpdate function for each of the other controls:

// The groupId, controlId, and enabled are passed in as variables
// as we go through the hard coded controls

await Office?.ribbon?.requestUpdate({
    tabs: [
        {
            id: 'Chrono.xConnectTab',
            groups: [
                {
                    id: groupId,
                    controls: [
                        {
                            id: controlId,
                            enabled,
                        },
                    ],
                },
            ],
        },
    ],
})

The group and control ids are hardcoded to match 1:1 with the IDs in our manifest file. This code works for the majority of our users and for us. However, a subset of our users frequently encounter an error with OfficeJS that hits our Sentry logs:

RichApi.Error: ControlIdNotFound
  at new n(/lib/1.1/hosted/excel-win32-16.01.js:25:265603)
  at i.processRequestExecutorResponseMessage(/lib/1.1/hosted/excel-win32-16.01.js:25:330050)
  at ? (/lib/1.1/hosted/excel-win32-16.01.js:25:328113)

Given that the Ribbon is visible and these control ids are hard coded, how can they not be found?

When we were debugging with the client, we found opening the taskpane and triggering a right click -> reload would fix the problem and the button functions as expected.

Your Environment

• Platform [PC desktop, Mac, iOS, Office on the web]: PC desktop
• Host [Excel, Word, PowerPoint, etc.]: Excel
• Office version number: Office 365 Enterprise (Version 2407 Build 17830.20138)
• Operating System: Windows 11 Enterprise (10.0.22631 Build 22631)

Expected behavior

• Our command is able to enable or disable controls as expected

Current behavior

• Some users receive the ControlIdNotFound error and nothing happens.

Context

• Clients are upset that they cannot login to our add-in

Useful logs

RichApi.Error: ControlIdNotFound
  at new n(/lib/1.1/hosted/excel-win32-16.01.js:25:265603)
  at i.processRequestExecutorResponseMessage(/lib/1.1/hosted/excel-win32-16.01.js:25:330050)
  at ? (/lib/1.1/hosted/excel-win32-16.01.js:25:328113)

[microsoft-github-policy-service[bot]]

Thank you for letting us know about this issue. We will take a look shortly. Thanks.

[shanshanzheng-dev]

Hi @hdwatts Thanks for reporting this issue. Could you share us which add-in is hitting this error or your manifest? We'll investigate this root cause. Thanks.

[hdwatts]

Hi @shanshanzheng-dev - the addin can be found on the AppSource here.

The manifest can be found here: https://excel.chronograph.pe/xconnectjs-manifest.xml

Thank you for looking into this. I have a call with a client about this tomorrow so would appreciate any insight you may have.

[hdwatts]

Hi @shanshanzheng-dev and @m-hellesen

Our client has set up a weekly call with us to discuss our progress on this issue. Do you have any insight into this problem we can share with them?

[shanshanzheng-dev]

Hi @hdwatts It has been put on our backlog <bug #9278887>. we're triaging this issue. We'll report back if we have a suggestion for you. Thanks for your patience.

[hdwatts]

Thanks @shanshanzheng-dev - is there a link to the backlog I can share with the client?

[shanshanzheng-dev]

Hi @hdwatts, Sorry, the link is our internal backlog link and you have no access to open. But we'll report back if we have a update for you. We unfortunately have no timelines to share at this point.

[hdwatts]

@shanshanzheng-dev @m-hellesen Just checking in, anything I can communicate to our clients who are still experiencing this issue?

[RuizhiSunMS]

@hdwatts , sorry but here is no new update. Our colleagues are still working on it.