Issue

When a Cosmos user opens the Cosmos Excel Add-In, a message is displayed stating: "Excel Identity Unavailable".

Resolution

This is typically due to the Cosmos Excel Add-In being loading prior to Excel Online finishing it's loading process. When this happens, Cosmos isn't able to get all of the information that it needs from Excel. Refreshing your browser will typically resolve the issue.

If refreshing the browser doesn't resolve the issue. Follow the steps below.

That message can also appear if the browser is blocking some information that we need to load our add-in. There are some browser settings that will need to be changed in order for our add-in to gather the necessary information.

Once you change the browser settings, you'll need to close all your browser windows and open a new one, including all incognito windows and then the add-in should load. 

The settings below are for Chrome, there are similar settings for Edge if that is your preferred browser. 

If none of these resolutions solve the problem for you, be sure to email us at support@cosmosdatatech.com and we will be happy to work with you to get your issue resolved.