Error: Your session is expired
Scenario
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.
- Open any Office desktop app (Word, Excel, or Outlook).
- Go toFile, thenAccount.
- SelectAbout Word/Excel/Outlooknear Product Information.
- In the window that opens, find the version line and note whether it says 32-bit or 64-bit.
- InEngagement Manager, thenDownloads, 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
- Check if theEngagement Manager Link(version 24.1.0.0 or later) application is downloaded and installed on the computer.
- If not, sign into Engagement Manager, go toSetup, then open theDownloadspage to download and install theEngagement Manager Link.
- Once installed, you'll get a prompt to open theEngagement Manager Link.
- Mark theAlways allow..checkbox, then select theOpen EngagementManagerLinkbutton for the sign-in process to work successfully.
Solution 2: Uninstall and reinstall the applications
- If the error persists, uninstall the Engagement ManagerOffice Client Add-inand theEngagement Manager Link.
- Reinstall both applications.
- There is a region selector during the installation wizard. ChooseEMEAfor the United Kingdom environment orAmericasfor the United States environment.importantSelecting the wrong region during installation will cause this message to loop even when both applications are installed correctly.
