Before you begin, make sure the following requirements are met before troubleshooting:
The Excel file is stored in OneDrive or a SharePoint library where you own the file or have edit rights.
The file does not depend on embedded links that require additional sign-ins.
You can open the file in Office for the Web outside of ScreenCloud.
Troubleshooting steps
Reset your browser
Use Chrome or Firefox, clear your cache and cookies, and try again in a private or incognito window. Avoid using Safari or Edge.
Check your network
Try a different network (mobile hotspot). If this works, your work network is blocking ScreenCloud. Please refer to this article for assistance.
Disable browser extensions
Turn off ad-blockers or privacy tools, or test with all extensions disabled to check whether one is interfering with the sign-in process.
Confirm your Microsoft account
Make sure you are signed into the correct Microsoft account and that the ScreenCloud Excel app is linked to it. Note: some features require a Microsoft 365 Business account. If, during a login step, you see a notification that admin approval is required, please connect with your team's Microsoft account owner or admin.
Test direct file access
Open the same file directly in OneDrive or SharePoint in the same browser to confirm you can access it outside of ScreenCloud.
Check file location and permissions
Make sure the file is stored in a location you own or can edit. If it is not, move or copy it to your OneDrive or an accessible SharePoint library.
Note when the error occurs
Take note of whether the issue happens during login or when selecting the file. This helps pinpoint the cause of the problem.
Diagnostics and next steps
If the steps above do not resolve the issue:
Capture any on-screen error messages and, if possible, your browser console logs. See How To Capture or Export Browser Console and Network Logs for guidance.
Contact ScreenCloud Support with a brief description of the issue, screenshots, timestamps, and the OneDrive or SharePoint location of the file so we can investigate further.