# Troubleshooting Fix common problems with installing, signing in to and using offgen. Source: https://www.offgen.ai/docs/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](/docs/admin/deploy-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: 1. Close the task pane and open it again from **Home → offgen**. 2. Restart PowerPoint. 3. [Clear the Office cache](https://learn.microsoft.com/office/dev/add-ins/testing/clear-cache). 4. If your network filters traffic, make sure it allows `add-in.offgen.ai`, `app.offgen.ai` and `api.offgen.ai`. ## Sign-in fails 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](https://app.offgen.ai/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](https://status.offgen.ai). ## Session expired You see **Session expired**, or in [AI Creative](/docs/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](https://app.offgen.ai/settings/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](/docs/admin/billing). ## Your access has ended 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](https://app.offgen.ai/settings/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](https://status.offgen.ai). ## 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](/docs/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](/docs/admin/members). ## A tool or tab is missing * Admins choose what **Home** shows under [Settings → Add-in](https://app.offgen.ai/settings): 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](/docs/agent). See [Choose what the add-in shows](/docs/admin/deploy-add-in#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](https://app.offgen.ai/settings#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](/docs/sharepoint/import). ## 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](https://app.offgen.ai/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](/docs/admin/api-keys). Client setup is in [Use offgen in AI assistants (MCP)](/docs/mcp). ## Still stuck? Email [support@offgen.ai](mailto:support@offgen.ai) with your PowerPoint version (Windows, Mac or web), the exact message and a screenshot. Check the [status page](https://status.offgen.ai) for ongoing incidents.