Supermetrics Support Forum

We Can't Load This Add-In Because We Couldn't Connect to the Catalog

This guide applies to the following error Excel Desktop users may see when trying to install the Supermetrics for Excel add-on:

ADD_IN ERROR We can't load this add-in because we couldn't connect to the catalog


This error means that your local Excel instance cannot reach the Microsoft app catalog to get the add-in details. Basically, your local machine cannot "talk" to the app catalog for some reason. This may be for a variety of reasons:

  • No internet connection
  • Blocked by firewall
  • Access disabled by security policy
  • Add-in installation disabled by administrator for Office applications


Please reach out to your IT team or system administrator for further assistance, to make sure you have the rights to install add-ins for Excel/Office and there's no network or security policies blocking you.


Other Resources

See the last response in this thread for things to test: https://answers.microsoft.com/en-us/msoffice/forum/msoffice_powerpoint-mso_winother-mso_2016/we-cant-load-this-add-in-because-we-couldnt/5cb3dc13-a596-4fb7-abf6-28edaef2502a

Common error "Catalog could not be reached" explanation: https://docs.microsoft.com/en-us/office/dev/add-ins/testing/testing-and-troubleshooting



Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.