Excel add-in not updating for some clients

[bferreira]

Provide required information needed to triage your issue

We provide an excel add-in to our clients: https://appsource.microsoft.com/en-us/product/office/wa200000126?tab=overview
We have updated the authentication. There has been a change on the manifest about 1 month ago and we have now also changed the Javascript and HTML files.
Some are able to login and access the add-in as normal but other users are stuck on the login.
The ones stuck have reinstalled the login and have also tried to clean the cache as explained here: https://learn.microsoft.com/en-us/office/dev/add-ins/testing/clear-cache#manually

They are able to access and login to our webpages that use the same system.
Also we have customers in different countries in Europe and also Japan, reporting this problem

Your Environment

• Platform [PC desktop, Mac, iOS, Office on the web]:PC desktop
• Host [Excel, Word, PowerPoint, etc.]: Excel
• Office version number: Office365,Office2016 and 2019 (but works on some)
• Operating System: Windows 10 and 11
• Browser (if using Office on the web): not using it

Expected behavior

Open the add-in and see the login page:

Current behavior

When open the excel add-in, the screen that used to display is no longer available, it shows the redirect message and now only a blank white screen appears.

Steps to reproduce

1. Open Volue Insight API excel Add-in
2. Instead of displaying the login page it displays a blank page

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Link to live example(s)

1. link to the add in https://appsource.microsoft.com/en-us/product/office/wa200000126?tab=overview

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Provide additional details

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Context

We have migrated to a new authentication solution and our users are not able to see the new login page to login

Useful logs

• Console errors
• Screenshots
• Test file (if only happens on a particular file)

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[m-hellesen]

Hi there, thanks for reporting. For clarification: Are you reporting that the add in is not getting updated for some users? Or is this that the html is not updated? Can you provide more details about how the users are getting this blank screen? This is within the add in code, so I want to see how I can help.

[bferreira]

Hi, I don't have access to all the computers, but from the only one I could see, I didn't see any errors on the console.
I don't have access to the computer anymore but I can ask for a session.
What should I look for? Is there a way to force the update of all files?

[bferreira]

I got more screenshots from a client. I don't think they are getting the latest version of the add-in. Although it says it is:

When then install they get:

On the manifest I have all the urls authorized:

[m-hellesen]

Are you attempting to launch a dialog with your auth flow? Can you tell me how that flow works? What files do you believe are missing?

[bferreira]

No we don't attempt to launch the dialog.
Opening a separate window has been the issue.

We use https://auth0.com/docs/get-started/authentication-and-authorization-flow/authorization-code-flow-with-pkce
It is working fine in some machines, using different login methods (Microsoft, google, Email)
You can login yourself with your Microsoft account, you just won't get any data

[bferreira]

The only dialog window we have was because Microsoft made us support office online
When we get the callback from auth we do:

import { AuthIdentityService } from '../Utils/authIdentityService';

(() => {
  Office.initialize = () => {
    const authService = new AuthIdentityService();
    authService.loginCallback().then(() => {
      const isDialog = Office.context?.platform === 'OfficeOnline';
      if (isDialog) {
        window.location.href = '/excel-plugin/login.html';
      } else {
        window.location.href = '/excel-plugin/index.html';
      }
    });
  };
})();

But it does not get there.

[bferreira]

In cases the solution is to log out from office account, restart office and log-in again.
I guess Microsoft account in office doesn't do well with logging in with microsoft account on the add-in.

I still have some 2016 office versions that the issues is not solved.