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For the past month or two, we've seen an increase in the number of users receiving this error message when trying to use the d/EPM addin for Excel:

Restarting Excel will usually *not* fix the issue. What we have found *does* fix the issue is closing Excel, finding the "msedgewebview2.exe" process that is using the most memory, killing that process, then restarting Excel:

After reopening Excel, the user will then be asked to sign in again once they open the d/EPM addin, which is also noteworthy because usually it stays signed in without prompting them to reauthenticate. (We authenticate using SAML / Azure AD).

Im curious if anyone else has observed similar behavior in their own environment? I have not opened a ticket yet because it's fairly sporadic, but may need to if it keeps happening.

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Vit Holy

Hello @smichelson ,

can you please elaborate more when does it happen?

I am aware only about case when user closes sign in/out pop out dialog not waiting till it is closed automatically. Unfortunately Office shares the webviews and cookies and then it can happen that this corrupted state is then kept because of other office apps running (like Outlook). Rarely even edge webview process is running in the background and it needs to be killed (that's what you do).

But I am not aware of any other scenario when this behavior can happen, that's why it is important to understand why does it happen on your side.

Thanks in advance!

Vit

unknown

Hey Vit, I wish I could tell you when/why it happens, unfortunately I have not been able to determine this and it is rather sporadic. All I can say is it has not been an issue until recently (last month or two), so maybe something to do with Windows and/or Office updates. I was mainly curious if anyone else in the community is experiencing similar behavior or if this is something unique to our environment.

peggy-rouland

Yes, we've noticed this issue as well. One particular case is an existing user with a new laptop, he was fine with prior machine, now he's getting this issue.

Vit Holy

Hello @peggy-rouland ,

I guess it is because s/he got updated versions of windows/office. With one of the updates Office started to share WebView2 processes (shown as msedgewebview2 in task manager) and from that point on when something wrong happens with the authetication process (sign in/out) you need to find that process and kill it or close all Office Apps - unfortunately.

However, we never encountered this issue but just in single scenario in MT - when user is not patient with sign out process and will close task pane/excel before s/he's really signed out. There is pop-up dialog responsible for proper sign out and it must finish and terminate itself. When you close that pop-up manually or you terminate excel before the sign out process terminates, then the sign out will be in corrupted state and - due to sharing of the WebViews - excel restarting is not enough.

It would be really helpful if you could check if this is the case.

Thanks a lot in advance.

Vit

Mike Potashnick

This happened to me today with a new cloud installation. Form previous experience their are settings in memory which need to be cleared. I had to restart my computer, which resolved the issue. I have raised an incident for it.

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