# Infor OS Add-In for Excel Not Showing or Not Signing In: How to Fix It > Source: https://netray.co/erp-help/infor-os-add-in-for-excel-not-loading-troubleshooting > Publisher: Netray (netray.co), AI and integration engineering for ERP and manufacturing systems. > Section: ERP Help ## Short answer When an Infor add-in for Excel does not appear or cannot connect, the cause is usually one of five things: a bitness or runtime mismatch, Excel having disabled the add-in, blocked trust or macro settings, a sign-in or SSO problem, or a network and proxy block to the Infor endpoint. Work through them in that order. ## Kind error ## System infor-os ## Erp Infor OS ## Module Excel add-in troubleshooting ## Query infor os add-in for excel ## Alternate Queries - infor excel add-in not showing - infor excel add-in disabled - infor add-in sign in fails excel ## Applies To Excel desktop with an Infor OS connected add-in; the behavior of individual add-ins varies by product and release ## Steps ### How to troubleshoot an Infor Excel add-in **Items:** - Check File > Options > Add-ins. In the Manage box choose Disabled Items and Go. If the Infor add-in is listed, enable it and restart Excel. - Also check COM Add-ins from the Manage box. A COM add-in with an unticked box is installed but not loaded; tick it. - Confirm bitness: File > Account > About Excel shows 32 or 64 bit. The installer must match. - Confirm the required runtime from the add-in's documentation is installed, then repair or reinstall the add-in as an administrator. - Review Trust Center settings and any group policy that blocks add-ins or files from network locations. - Test sign-in in a browser to the same Infor OS URL. If the browser fails, the problem is identity or network, not Excel. - Check proxy, firewall and TLS inspection rules for the Infor OS hostnames, and try on another network to isolate the cause. ## Sections ### Add-in installed but not on the ribbon **Body:** Excel protects itself by disabling add-ins that crash it. If the add-in once failed during startup, Excel may move it to the Disabled Items list and never load it again. Re-enabling it there is the fastest fix. Another common cause is installing for one Windows user and opening Excel as another, or installing while Excel was open. Close all Office applications, reinstall and start Excel fresh. In managed environments, an application control policy may silently block the add-in, which only IT can lift. ### Add-in loads but sign-in fails **Body:** A sign-in failure points to identity. Check the account against the Infor OS tenant, any multi-factor prompt, and whether SSO federation changed recently. If the browser sign-in works but the add-in fails, look at the embedded browser component the add-in uses and at the machine's TLS settings. Clock skew breaks token validation, so confirm the PC time is correct. If your organisation uses a proxy that inspects TLS, the add-in may not trust the proxy certificate even when the browser does. ### Add-in connects but returns no data or errors **Body:** An empty result is often a permission matter: the ERP user lacks the role for that data, or the query filters on a company or division the user cannot see. Test the same query in the ERP application with the same user. For timeouts on large pulls, narrow the filter or the date range, or move the heavy extract to a scheduled job into a reporting store. Excel is the wrong place for a million-row pull. ## Pitfalls - Reinstalling repeatedly without checking the Disabled Items list. - Mixing 32 bit and 64 bit components. - Installing while Excel is running and not restarting. - Blaming Excel when the real problem is a proxy or certificate. - Testing as an administrator, who has different permissions from the end user. ## Ai Angle A support assistant grounded in your environment documentation can walk a user through this checklist and gather the right facts first: Excel bitness, add-in version, error text. For the data questions that drove the Excel pull, an ERP-grounded assistant such as ERPray can answer directly, read-only, without a workbook. ## Faq ### Why is the Infor add-in missing from Excel? **Answer:** Most often Excel disabled it or the COM add-in box is unticked. Check Disabled Items and COM Add-ins, then confirm bitness and that the install completed for your Windows user. ### Why can't I sign in from the add-in? **Answer:** Check whether browser sign-in to the same tenant works. If it does, suspect the embedded browser, a proxy certificate or clock skew. If it does not, check identity, MFA and SSO. ### Why does the add-in return no rows? **Answer:** Usually role or scope. The user may lack permission to the data or the filter points to a company the user cannot access. Reproduce the query in the ERP as the same user. ### Does it work behind a proxy? **Answer:** It can, but the proxy must allow the Infor OS hostnames and not break TLS for the add-in. Ask network teams to review rules and test on an unfiltered network to confirm. ## Search terms infor os add-in for excel, infor excel add-in not showing, infor excel add-in disabled, excel com add-in disabled, infor add-in sign in, infor excel add-in error, infor os excel troubleshooting, excel add-in proxy tls --- Talk to an engineer: https://netray.co/contact?intent=erp_ai | Machine catalog: https://netray.co/agent/catalog.json