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Add-in not working (GPT for Word)

Error loading Add-Ins

Problem: The GPT for Word sidebar fails to load, or remains blank.

Solutions

  • In the desktop version of Word, open the menu to the right of the sidebar (Windows) or click the info icon (macOS), then click Reload.

    Reload add-in in the sidebar

  • Restart Word, create a new document, and launch the add-in again by selecting Home > GPT for Excel Word.

  • Refresh the add-ins:

    1. On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.

    2. Select the My Add-ins tab.

    3. Click Refresh.

      Refresh the list of add-ins in the My Add-ins tab

  • Uninstall and reinstall the add-in.

  • Clear the Office cache, and then uninstall and reinstall the add-in again:

    1. Clear the Office cache:

    2. Uninstall the add-in.

    3. Reinstall the add-in.

If the issue persists, contact support.

Add-in button is grayed out​

Problem: The GPT for Excel Word button is grayed out and unclickable on the ribbon when you open Word. You cannot open the add-in.

Solutions

  • Open the add-in from the Add-ins menu: Select Home > Add-ins > My Add-ins > GPT for Excel Word.

  • Open the add-in from the Office Add-ins dialog: See the solution for Add-in button becomes grayed out after click.

  • The add-in only works with .docx files. Convert legacy files like .doc, .odt, or .txt to .docx files.

  • Remove any document protection:

    • Word on macOS: In the macOS Dock, select Tools > Protect Document.

    • Word on Windows: In the menu bar, select File > Info > Protect Document > Restrict Editing. Remove all restrictions.

  • Disable other add-ins temporarily:

    • Word on macOS:

      1. On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.

      2. Select the My Add-ins tab.

      3. Hover over an add-in and open its Options menu (⋯).

      4. Select Remove to disable the add-in.

      5. Repeat for each add-in you want to disable.

      6. Restart Word.

    • Word on Windows:

      1. In the menu bar, select File > Options.

      2. In the options sidebar, select Add-ins.

      3. In the Manage dropdown menu, select COM Add-ins and click Go.

      4. Uncheck all the boxes to disable the add-ins.

      5. Click OK.

      6. Restart Word.

  • If you're using Word in Safe Mode, restart it in standard mode. Safe Mode disables all add-ins, including GPT for Word.

  • Reinstall the add-in directly from Word if it was installed from a web browser. Browser installations may not work with older Microsoft Office versions.

  • Try repairing Microsoft Office:

    • macOS:

      1. Quit all Office apps.

      2. Open Finder and select Applications.

      3. Locate Microsoft Word.

      4. Drag it to the Trash.

      5. Open the App Store and reinstall Office (or download it again from your Microsoft 365 account at https://portal.office.com).

    • Windows:

      1. In the Windows Start Menu, select Settings.

      2. In the settings sidebar, select Apps > Installed apps.

      3. Find your Office installation, open its More options menu (⋯), and select Modify.

      4. Select Quick Repair and click Repair.

      5. If Quick Repair does not work, try Online Repair.

If the issue persists, contact support.

Add-in button becomes grayed out after click​

Problem: The GPT for Excel Word button becomes grayed out and unclickable after you click it on the ribbon. The add-in does not open.

Solution

Open the add-in from the Office Add-ins dialog:

  1. On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.

  2. Select the My Add-ins tab.

  3. Click Refresh.

    Refresh the list of add-ins in the My Add-ins tab

  4. Double-click GPT for Excel Word, or select GPT for Excel Word and click Add.

If you're a Microsoft 365 admin on a business subscription, you can also try opening the add-in from the Admin managed tab instead of the My Add-ins tab.

If the issue persists, contact support.

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