Office Add-ins prevented by 365

Question

Office Add-ins prevented by 365

Anonymous

Hi,

I work in IT support and have a user who has a mac book and is receiving the error message:

"Sorry, Office 365 has been configured to prevent individual acquisition of Office Store Addin-ins".

The users profile is set up as an admin. I have asked the user to go through the online portal and they get the same error. I have checked with our 3rd line support team and add ins are not blocked on the system - I myself have a Windows 10 PC and I can access the store. I have reinstalled Office on the macbook to ensure it is 365 and not 2016 (not that this should make a difference). The user has an iMac set up the same though it is on the domain and works fine.

Any help with this would be greatly appreciated.

Regards,

Ellie

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Answer accepted by question author

Anonymous

Hi Eleanor,

Based on your issue description, the error message indicates that Office Store Add-ins might be blocked by the Administrator. Hence, when the user tends to use add-ins on Office App. It would show the message as below.

User can double check with the administrator for the setting. Go to Office365 portal> Admin > Settings > Service & add-ins > User owned apps and services > Ensure “Let users access the Office Store”

If the administrator has confirmed the option is on for all users. Please try following methods and see results:

1: Update to the latest Office version. Certain unexpected issue might be occurred when you are using an old version client.

2: Enter Mac Safe Mode, the issue could be happened due to other programs crash, such as Front Manager.

3: Delete Office cache files. Some issues may be caused by the cache files as well.

Go to Finder > Press COMMAND +Shift+g
In the window pops up, enter “ ~/Library ” and click Go
Go to Containers folder and delete following folders to Trash
- com.microsoft.errorreporting
- com.microsoft.Excel
- com.microsoft.netlib.shipassertprocess
- com.microsoft.Office365ServiceV2
- com.microsoft.Outlook
- com.microsoft.Powerpoint
- com.microsoft.RMS-XPCService
- com.microsoft.Word
- com.microsoft.onenote.mac

Notes: Outlook Data will be removed when you delete these folders. Please backup before remove.

4: Try to create a new user profile on Mac to make sure the issue isn’t related to Mac profile corruption.

After you have tried these methods and the issue still exists. Please provide following information to us:

1: What is your Office for Mac version and MacOS version you are using? You can open an Office App, such as Word > Choose Word > Select About Word.

2: Does the same issue occur to all Office Apps on user’s Mac or just one Office App only?

Best regards,

Dihao

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3 additional answers

Answer 1

I started investigating this recently and discovered this problem with Word 16.16.16 and 16.31 (both Office 365 subscription) on macOS Mojave (10.14.6), but the Store works just fine with Word 16.16.16 (volume license 2016) and Word 16.30 (volume license 2019) on macOS Sierra (10.12.6).

Does this imply that this issue is somehow related to macOS Mojave?

In our case the Add-ins work fine in Word Online and Word on Windows, just not on Word on Mac (on Mojave).

Answer 2

Jim G 134K MVP Volunteer Moderator

Whomever owns the Office 365 account has set it so that sub-account holders can not install add-ins. The Office 365 account administrator has to change the setting if he/she wants to allow add-ins.

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Answer 3

Hi Eleanor,

Based on your issue description, the error message indicates that Office Store Add-ins might be blocked by the Administrator. Hence, when the user tends to use add-ins on Office App. It would show the message as below.

User can double check with the administrator for the setting. Go to Office365 portal> Admin > Settings > Service & add-ins > User owned apps and services > Ensure “Let users access the Office Store”

If the administrator has confirmed the option is on for all users. Please try following methods and see results:

1: Update to the latest Office version. Certain unexpected issue might be occurred when you are using an old version client.

2: Enter Mac Safe Mode, the issue could be happened due to other programs crash, such as Front Manager.

3: Delete Office cache files. Some issues may be caused by the cache files as well.

Go to Finder > Press COMMAND +Shift+g

In the window pops up, enter “ ~/Library ” and click Go

Go to Containers folder and delete following folders to Trash

com.microsoft.errorreporting

com.microsoft.Excel

com.microsoft.netlib.shipassertprocess

com.microsoft.Office365ServiceV2

com.microsoft.Outlook

com.microsoft.Powerpoint

com.microsoft.RMS-XPCService

com.microsoft.Word

com.microsoft.onenote.mac

Notes: Outlook Data will be removed when you delete these folders. Please backup before remove.

4: Try to create a new user profile on Mac to make sure the issue isn’t related to Mac profile corruption.

After you have tried these methods and the issue still exists. Please provide following information to us:

1: What is your Office for Mac version and MacOS version you are using? You can open an Office App, such as Word > Choose Word > Select About Word.

2: Does the same issue occur to all Office Apps on user’s Mac or just one Office App only?

Best regards,

Dihao

Hello,

l am also IT staff and am having the same issue with multiple Macs on campus. I have followed the above steps and the issue persists. Windows machines are not having any issues and can access the Office Ad-ins store without issue. My Mac is running Mac OS 10.14.6 and my Word is version 16.29, this issue is happing in all Office apps as well. Any assistance with this would be greatly appreciated.