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niniel's avatar
niniel
Copper Contributor
Sep 20, 2026

ChatGPT for Excel update failed, followed by Office add-in catalog errors

I am using Microsoft 365 Personal and Excel Desktop on Windows.

The issue originally started when Excel told me that the ChatGPT for Excel add-in needed to be updated.

I clicked "Update Now", but the update never completed. The Update button became disabled, and even after waiting for a long time and restarting Excel, ChatGPT still showed that an update was required.

I then tried to remove the ChatGPT add-in, but Excel displayed an error saying that ChatGPT could not be removed and that I should try again later.

 

After that, Excel started showing:

"Error loading add-ins. One or more add-ins failed to load. See your add-ins."

When I opened My Add-ins and clicked Refresh, Excel displayed:

"Access denied to catalog."

I then performed the following troubleshooting steps:

Office is fully updated.

I signed out and signed back into my Microsoft account.

I cleared the Office add-in cache.

Microsoft Edge WebView2 Runtime is installed and running.

I tried running Excel as administrator.

I performed Quick Repair.

I performed Online Repair.

I completely reinstalled Microsoft 365.

Excel for the web can access and use Office add-ins normally.

 

After reinstalling Microsoft 365, the ChatGPT for Excel add-in disappeared completely. I am now unable to reinstall it because Excel Desktop still shows:

"Error loading add-ins. One or more add-ins failed to load."

and

"Access denied to catalog."

The problem therefore started with a failed ChatGPT for Excel add-in update, and then developed into a broader Office add-in catalog problem in Excel Desktop.

Please investigate whether there is an issue with the Office Add-in catalog / Microsoft Marketplace authentication or add-in update process for Microsoft 365 Personal accounts.

 

Add-in

3 Replies

  • OfficeAddinUser0922's avatar
    OfficeAddinUser0922
    Copper Contributor
    Sep 22, 2026

    Adding a related case affecting ChatGPT add-ins in Word, Excel, and PowerPoint on Windows desktop Office with a personal Microsoft account. Microsoft support directed this case to Tech Community for further investigation.

     

    The Word installation failure was directly reproduced; matching symptoms in Excel and PowerPoint are user-reported and their individual error codes have not yet been rechecked.

     

    Environment and reproduction

    - Office Professional Plus 2021, 64-bit, activated.

    - Current Channel, version 2608, build 16.0.20326.20158.

    - Word: open the Office Store, select the official ChatGPT add-in published by OpenAI, LLC (WA200010215), then Add and Continue.

    - The Store and add-in details load, but installation reports that one or more add-ins could not be loaded.

    - Refreshing My Add-ins reports “Catalog access denied.”

    - OAlerts contains error 0x8004324F: permission to use the add-in is denied. Those earlier events recorded build 16.0.20326.20072; this differs from the currently installed build above.

    - Connected experiences for downloading online content and all connected experiences were already enabled.

     

    Comparison and scope

    An already-installed Claude by Anthropic for Word add-in opens its task pane with skill buttons and a message input. No AI prompt or response test was performed. Word's status bar still displays an add-in loading error. Therefore, existing task-pane loading should be distinguished from new acquisition/installation and catalog authorization.

     

    Other new add-in installations, Office repair/reinstallation, credential deletion, logout/login, cache reset, rollback, Word for the web, and a different network have not been tested. A successful GetClientAppInstallInfo result in an earlier Word log is not being treated as proof that every authorization check passed.

     

    Requested assistance

    1. Is this related to OfficeDev/office-js issue #6952 and the internally tracked issue 12387217 mentioned there?

    2. What specific comparison or diagnostic should distinguish add-in-specific failure from Office catalog/account authorization failure?

    3. Is a permanent fix or account-side remediation available that preserves normal signed-in use across the three Office apps?

    4. If additional logs are needed, please provide a private collection/submission path.

     

    References:

    https://github.com/OfficeDev/office-js/issues/6952

    https://github.com/OfficeDev/office-js/issues/6952#issuecomment-5726627474