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Microsoft PowerPoint Online - Sorry, we ran into a problem. Please try again issue

Hello,

While developing a PowerPoint add-in, the PowerPoint online version often encounters "Microsoft PowerPoint Sorry, we ran into a problem. Please try again" window, forcing user to refresh the page. This problem does not occur in the standalone PowerPoint version. The add-in developed is a javascript web app. Is there any way we can troubleshoot this issue? We don't see anything abnormal in the browser performance or memory footprint via Developer Tools.

This issue is an blocker for online PowerPoint version GA, appreciate if Microsoft can provide some guidance to resolve this issue.

I found a similar thread on same issue https://answers.microsoft.com/en-us/msoffice/forum/all/powerpoint-error-message-sorry-we-ran-into-a/d6c937d4-e022-4034-9e63-8c15fc30e43f but looks there was no solution reported.

Thanks

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Dear AnilDh,

From the given information, it seems to be a compatibility issue between the add-in and PowerPoint for the web.

As the issue may need to be further investigated by the network trace, sorry for that our category may have limited resources on that.

If you aren't the administrator, I suggest you contact the administrator in your company and let him follow the steps in Get support - Microsoft 365 admin | Microsoft Learn to open a support ticket to our related team as soon as possible.

About admin roles in the Microsoft 365 admin center - Microsoft 365 admin | Microsoft Learn

How do I find my Microsoft 365 admin? - Microsoft Support

The administrator should be able to open the support ticket from Help & support in the Microsoft 365 admin center.

Then you can select the Phone support or the Email support as follows.

Thanks for your effort and hope that the issue can be soon fixed by our related team.

Sincerely

Cliff | Microsoft Community Moderator

Beware of Scammers posting fake Support Numbers here.

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If you browse this forum, you'll see a lot of reports of similar problems, though more often unrelated to add-ins; usually it's just regular folks using PPT in a regular way, but calling on any of the various cloud services built into PPT (inserting stock pictures/videos/icons, accessing Help, etc).

The problem seems to be up there in the cloud. Not the fault of your add-in, and unfortunately nothing you can do about it other than maybe avoiding the cloud altogether. Yeah, I know ... fat chance.

This forum won't put you in touch with the developers, by the way. The best way to let them know about the problem you're having is to use File | Send Feedback from within PPT itself. That won't get you a response but it does get the issue reported.

PowerPoint Help: https://www.pptfaq.com/
PPTools: https://www.pptools.com
Presentation Guild: https://presentationguild.org

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Question Info

Last updated April 18, 2024 Views 33 Applies to: