Forum Discussion
Add-in Error of complements in Word Online with my Personal Account
Hi,
I am getting an error when trying to insert any add-in (such as Mendeley Cite) in Word Online using my personal account.
Error message:
"Add-in Error: We couldn't connect to the catalog server for this document" (Original Spanish error: "Error de complemento: no pudimos conectarnos con el servidor del catálogo {0} para este documento")
Here are the details and the troubleshooting I've already done:
- Account-specific: It works perfectly with my old University account, but fails with my new Personal account.
- Platform-specific: The add-in works fine on the Word Desktop App, but fails on Word Online (web browser).
- Browsers: I have tried different browsers (Chrome, Firefox) and the issue persists.
It seems to be a configuration or permission restriction specific to my personal account on the web version. How can I fix this?
Thank you!
1 Reply
Since it works in desktop Word and with the university account, a Mendeley installation failure is unlikely. First test whether the personal account can reach the Office add-in catalog. In Word for the web, create a blank document in OneDrive, open Home > Add-ins > More Add-ins, refresh My Add-ins, and try a free add-in.
If the catalog fails, sign out of Microsoft accounts, close Office tabs, clear site data for office.com and live.com, then sign in only with the personal account. Temporarily allow third-party cookies and pop-ups for Office, because web add-ins load hosted content and authentication can fail when cross-site storage is blocked. Retry in a normal window.
If another add-in works, remove and re-add Mendeley. If none work only with the personal account, contact Microsoft 365 consumer support with the error, UTC time, browser, and subscription details. That indicates an account/catalog service problem rather than the document.
