Troubleshooting

Find the message or symptom you see. Messages are quoted as the add-in shows them.

offgen does not appear in PowerPoint

Restart PowerPoint after installing.
Select Home → Add-ins → More Add-ins and look for offgen under My Add-ins, or under Admin Managed if your admin deployed it.
If Add-ins is grayed out or offgen is not in the store, your organization restricts add-ins. Ask your Microsoft 365 admin to deploy the add-in.
After a central deployment, it can take several hours before offgen appears for everyone.

The task pane does not load

The sign-in button reads Loading Office... until PowerPoint has loaded the add-in. If it stays that way:

Close the task pane and open it again from Home → offgen.
Restart PowerPoint.
Clear the Office cache.
If your network filters traffic, make sure it allows add-in.offgen.ai, app.offgen.ai and api.offgen.ai.

You see Sign-in failed. Please try again. or Office sign-in dialog failed.

Sign-in opens in a separate window. In PowerPoint for the web, allow pop-ups for the site.
Use the method your account was set up with: Microsoft (your work account) or your offgen.ai email and password. To add a password to a Microsoft account, open Account security and choose Add password login.
Authentication service temporarily unavailable means the problem is on our side. Try again in a few minutes and check the status page.

Session expired

You see Session expired, or in AI Creative Your session has expired. Sign in again, then reopen AI Creative.

Sign in again. If the task pane does not show the sign-in screen, open the Settings tab, select Sign out, then sign in.

Choose a plan to continue

The add-in shows Choose a plan to continue when your organization has no active plan.

Owners and Admins: select View plans, choose a plan in Billing, then select I've selected a plan in the add-in.
Everyone else: ask an Owner or Admin of your organization to select a plan.

See Billing.

The add-in shows Access paused and Your access has ended: "Your trial or subscription is no longer active. Your content remains safely stored and becomes available again as soon as billing is active."

Owners and Admins: select Choose or manage a plan and activate a plan in Billing. Then check access again in the add-in.
Everyone else: ask an Owner or Admin to restore access. If you also have an account in another organization, select Switch account.

Connection lost

Connection lost in the AI Agent: "We lost the connection before offgen could finish. Open a new agent tab to continue." Select Open new tab and send your request again.
No Internet Connection: check your network, then try again.
offgen is temporarily unavailable. Please try again in a moment. Check the status page.

A file is too large or not supported

When you start a workflow:

[file name] is too large (max 6.5 MB for all files together): all attached files together may be at most 6.5 MB. Remove a file or attach a smaller version.
[file name] is not a supported file type: attach PDF, Word (.docx), Excel (.xlsx), text, Markdown, CSV, Outlook email (.eml, .msg) or image files. Save older .doc or .xls files in the current format first.

In AI Creative, That picture is too large, even after downscaling. Try a smaller one. means the picture you added is too big. Use a smaller image.

A button is disabled

Many tools work on what you have selected. Select the slide or shape first. AI Alternative, for example, shows This slide has no text to redesign. Select a slide with content.
Wait until a running AI Creative or AI Alternative insert has finished before you start the next one.
New workflow and workflow editing need the Member role or higher. Viewers can only run workflows. See Users, teams and roles.

A tool or tab is missing

Admins choose what Home shows under Settings → Add-in: the Home tools and whether workflows appear. New organizations start with workflows and some tools hidden; Home then shows a chat box for the AI Agent. See Choose what the add-in shows.
The optional Power Actions and Charts tabs are off for new accounts. Each person turns them on under Settings → Add-in → Add-in tabs. Reopen the add-in after a change.

SharePoint import brings in nothing

The import only reads folders that have an offgen.json file in them or in a parent folder. Without an offgen.json at the top of the connected library, nothing is imported. Add one and run the import again. See SharePoint import settings.

An AI assistant cannot connect

Check the server URL: https://api.offgen.ai/mcp.
With OAuth, sign in again from your client. To start over, disconnect under Connected AI apps in your account, then connect again.
With an API key, check that the key is not revoked or expired. Keys only work while your organization has an active plan; creating one fails with An active subscription is required to create API keys. See API keys.

Client setup is in Use offgen in AI assistants (MCP).

Still stuck?

Email support@offgen.ai with your PowerPoint version (Windows, Mac or web), the exact message and a screenshot. Check the status page for ongoing incidents.

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