When a Cosmos user opens the Cosmos Excel Add-In, a message is displayed stating: "Excel Identity Unavailable".
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 none of these resolutions solve the problem for you, be sure to email us at firstname.lastname@example.org and we will be happy to work with you to get your issue resolved.