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Posted by on Sep 15, 2019 in Q for Success, FAQ: Annotate for Word (2016+)

“We can’t load this add-in because we couldn’t connect to the catalog” – message from Microsoft Word

When using any 11trees solution that has a special app for Microsoft Office (an “add-in” in Microsoft-speak) you may receive the following message:

We can’t load this add-in because we couldn’t connect to the catalog.

Unfortunately there is no quick fix…

This error means that your local Excel instance cannot reach the Microsoft app catalog to get the add-in details. Basically, your local machine cannot “talk” to the app catalog for some reason. This may be for a variety of reasons:

  • No internet connection
  • Blocked by firewall
  • Access disabled by security policy
  • Add-in installation disabled by administrator for Office applications

If you can rule out problematic internet connectivity, please reach out to your IT team or system administrator for further assistance, to make sure you have the rights to install add-ins for Word/Office and there’s no network or security policies blocking you.

This issue is more likely to affect you if you get your Microsoft Office license from a school or business – where an IT Admin could decide to block access to the Microsoft Office Store.