Troubleshooting Guide

Estimated reading time: 7 minutes

Overview

This is a troubleshooting guide for the Interject Add-in. This resource is designed to help you navigate and resolve a variety of common issues you might encounter while using the Interject Add-in.

Error: Add-in Not Completely Loaded

  • ISSUE: Difference in bitness between Excel\Office and Interject

    SOLUTION: Ensure Excel\Office and Interject are operating on the same bit

  • ISSUE: Other Excel Add-ins may be causing issues with the Interject XLL\COM Add-in

    SOLUTION: Restart Interject Add-in, upgrade Add-ins, deactivate conflicting Add-ins

Error: Incompatible FIPS

"This implementation is not part of the Windows Platform FIPS validated cryptographic algorithms"

  • ISSUE: Your windows machine is configured to use FIPS 140-2 (or higher) encryption

    SOLUTION: Install Interject 2.5 or greater to use 140-2 compatible encryption methods

Error: Interject Web API Offline

"One or more of the Interject web apis are offline or could not be reached. The app can continue to function while offline, for a limited amount of time, with limited functionality"

  • ISSUE: Interject TLS does not meet the system requirements (<2.5 uses TLS 1.0, >=2.4 uses 1.2)

    SOLUTION: Upgrade Interject

    SOLUTION: Override TLS protocol with System settings

  • ISSUE: The network may have a firewall policy blocking requests to Interject cloud services

    SOLUTION: Review the URL's that must be whitelisted for Interject to work

Error: Interject Add-in Ribbon is Gone

  • ISSUE: Windows can have loading issues with XLL\COM Add-ins sometimes

    SOLUTION: Use the Interject Addin manager to reset the Add-in

Error: Cannot Connect or Communicate With Interject Platform

  • ISSUE: Proxy network is blocking outgoing traffic

    SOLUTION: Whitelist our auth API URL

Error: Login Page Not Showing (ver 2.5+)

  • ISSUE: Webview2 is not installed (installed by default normally but sometimes it is missing in rare cases)

    SOLUTION: Manually install Webview2

  • ISSUE: VDI software (e.g. Citrix) is on an old version that does not support Webview2

    SOLUTION: Use the alternative login form setting in 2.5.2+

  • ISSUE: Firewall does not allow access to unapproved external services

    SOLUTION: Whitelist our auth API URL

  • ISSUE: The firewall does not register the Interject auth API domain as secure because the SSL Certificate is being assigned to the domain from a proxy.

    TEST: If you see an error when you navigate to https://live-interject-authapi.azurewebsites.net/.

    TEST: Open https://live-interject-authapi.azurewebsites.net/.well-known/openid-configuration in the browser. View and verify the SSL certificate details: "Issued to = *.azurewebsites.net" and "Issued By = Microsoft Azure RSA TLS Issuing CA 08". If you see something else, the network is passing traffic to this domain through a proxy and overriding the SSL.

    SOLUTION: Review your firewall and networking configuration to ensure https://live-interject-authapi.azurewebsites.net/ is not blocked.

    SOLUTION: Review your firewall and networking configuration to ensure your proxy is correctly handling the SSL certificate passthroughs for the Interject auth API domain.

Note: Eventually the auth API will be hosted on the gointerject domain and future addin versions will likely not run into these issues with networks in this configuration.


Error: File Not Uploading Correctly to Report Library

  • ISSUE: Cloud files or files on a shared network may not upload to Report Library correctly.

    SOLUTION: Save file to local drive before uploading.

    SOLUTION: Save cloud file as a website link.

Error: Report Showing Incorrect Data or Data Missing

  • ISSUE: Report formulas not set up correctly.

    SOLUTION: Double check your formula is set up correctly using our doc pages.

  • ISSUE: Data API not set up correctly.

    SOLUTION: Ensure the data API endpoint is configured correctly. Our API repos have docs and examples of how to access your data.

  • ISSUE: Wrong Interject version. Each versions has different features and functionality. Upgrading may help and in some cases it may help to downgrade your version to isolate the issue.

    SOLUTION: Upgrade/Downgrade your Interject version.