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Errors

Error: Your session is expired

Scenario

You may get the following error message in Excel or Word when using the Engagement Manager
Office Client Add-in
.
Error message
Your session is expired. Please log in to Engagement Manager using your web browser.

Solutions

Select
OK
, then you'll need to sign into Engagement Manager. After a successful sign-in, you'll be able to recalculate and use the toolbar buttons on the Engagement Manager ribbon in Excel or Word.
Check your MS Office version.
  1. Open any Office desktop app (Word, Excel, or Outlook).
  2. Go to
    File
    , then
    Account
    .
  3. Select
    About Word/Excel/Outlook
     near Product Information.
  4. In the window that opens, find the version line and note whether it says 32-bit or 64-bit.
  5. In
    Engagement Manager
    , then
    Downloads
    , download the Office Add-in that matches your 32-bit or 64-bit version.
If the error persists, complete the following solution steps.

Solution 1: Check Engagement Manager Link

  1. Check if the
    Engagement Manager Link
     (version 24.1.0.0 or later) application is downloaded and installed on the computer.
  2. If not, sign into Engagement Manager, go to
    Setup
    , then open the
    Downloads
     page to download and install the
    Engagement Manager Link
    .
  3. Once installed, you'll get a prompt to open the
    Engagement Manager Link
    .
  4. Mark the
    Always allow..
     checkbox, then select the
    Open EngagementManagerLink
     button for the sign-in process to work successfully.

Solution 2: Uninstall and reinstall the applications

  1. If the error persists, uninstall the Engagement Manager
    Office Client Add-in
     and the
    Engagement Manager Link
    .
  2. Reinstall both applications.
  3. There is a region selector during the installation wizard. Choose
    EMEA
     for the United Kingdom environment or
    Americas
     for the United States environment.
    important
    Selecting the wrong region during installation will cause this message to loop even when both applications are installed correctly.

This article applies to:

  • PRODUCT: Engagement Manager

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