We have developed an add-in for Excel: https://appsource.microsoft.com/en-us/product/office/WA200002346?tab=Overview.
A user contacted us; he could not load the add-in. We are afraid it is a common problem for a part of users. But we could not reproduce it on our side.
It is "ADD-IN ERROR Sorry, we had to restart because this add-in wasn't responding".
Does anyone know what might be the causes?