Repeated Login Prompts in Excel When Accessing EBM Cubes

What to Check First

⚠️ First Step – Check Your Excel Version
Before troubleshooting anything else, check which version of Excel you’re running.
Repeated login prompts when connecting to EBM cubes are often caused by a recent Microsoft Excel update—especially if your version is part of a beta, experimental, or newly released build that’s still rolling out globally.

If your Excel recently updated and this issue began afterward:
👉 Try rolling back to the previous version of Excel that was working correctly.
You can confirm your version by going to File → Account → About Excel.

If you’re using a very old version of Excel, updating to a more recent stable release may also help.

Common Causes

• Recent Excel or Office update
  New or experimental builds can introduce changes that cause authentication loops until Microsoft releases a patch.

• Multiple sign-ins for the same account
  Being signed in with the same Microsoft 365 account across multiple profiles or devices can create token conflicts.

• Conflicting or outdated stored credentials
  Credentials saved in Windows Credential Manager or browser cache may be outdated or duplicated.

• Short or restrictive security policies
  Session timeouts or strict security configurations can cause repeated authentication prompts.

• Network or VPN interference
  Firewalls, VPNs, or proxy settings can disrupt Microsoft’s authentication process.

• Corrupted Office installation or profile
  Damaged Office files or user profiles can prevent tokens from being stored correctly.

• Misconfigured Single Sign-On (SSO)
  If your organization’s SSO or Azure AD settings are inconsistent, Excel may continually prompt for login.

• Third-party or antivirus interference
  Certain firewall or endpoint protection tools can interrupt Microsoft 365’s secure sign-in process.

Questions to Help Diagnose the Issue

• Did this issue begin right after Excel or Office updated?

• Are you using the same Microsoft 365 account that has access to Catalyst?

• Are you signed in to multiple Microsoft accounts on your device?

• Does this occur in all Catalyst files or only specific ones?

• Does it happen on all networks (office, home, VPN) or just one?

• Do you see the same issue on a different device?

• Has your password recently changed or security policies been updated?

• Are you behind a VPN, firewall, or proxy that could affect sign-in?

Troubleshooting Steps

✅ Step 1: Verify Excel Version

1. In Excel, go to File → Account → About Excel.

2. Note your version number and whether it was recently updated.

3. If the issue started after an update, contact IT to roll back to your previous working version.

4. If your Excel is several months out of date, update to a stable release.

5. Restart Excel and reconnect to your cube.

Tip: Beta and newly released Excel builds can introduce temporary authentication issues. Rolling back almost always resolves this.

Step 2: Ensure Only One Account is Signed In

1. Open Excel and go to File → Account.

2. Sign out of all listed accounts.

3. Sign back in with only your primary Microsoft 365 work account (the one tied to your EBM cube access).

4. Confirm that no other accounts are signed in under Windows settings.

Step 3: Clear Saved Credentials in Windows Credential Manager

1. Open Windows Credential Manager from the Start Menu.

2. Under Windows Credentials, look for entries containing “Excel,” “MicrosoftOffice,” or your email address.

3. Remove outdated or duplicate credentials.

4. Restart Excel and sign back in.

Step 4: Repair Microsoft Office

1. Open Control Panel → Programs → Programs and Features.

2. Select Microsoft Office → Change → Repair.

3. Choose Quick Repair or Online Repair (requires internet).

4. Restart your computer when complete.

Step 5: Check Session Timeout or Security Settings

• Some organizations enforce short session timeouts or automatic reauthentication for compliance.

• Ask your IT team if your session policies have recently changed or if they can lengthen token retention.

Step 6: Test on Another Device or Network

Try opening the same cube-connected Excel file on another machine or a different network (e.g., home Wi-Fi instead of office VPN).
If the issue disappears, it’s likely environment-specific.

When to Contact IT

If none of the above resolves the issue, it’s likely caused by network or authentication configurations within your organization.
Provide your IT team with:

• Your Excel version number

• Whether you’ve rolled back or updated Excel

• The troubleshooting steps you’ve already tried

They can verify Azure AD, SSO, or credential settings on their end.

Troubleshooting Steps for IT Teams

• Ensure Correct SSO Configuration
  Verify that Microsoft 365 Single Sign-On (SSO) and Azure AD guest settings are consistent across devices.

• Review Session and Group Policy Settings
  Check for policies that may enforce unnecessary reauthentication or token expiration.

• Inspect Credential Storage and Token Cache
  Remove invalid or conflicting cached credentials from user profiles.

• Whitelist Microsoft Authentication Endpoints
  Firewalls or VPNs should not block login.microsoftonline.com or related endpoints.

• Reinstall or Roll Back Office
  If authentication errors persist, reinstall or revert Office to a previous stable version.

Need Help?

If you’ve followed these steps and still experience issues, please reach out to EBM Support:
Submit a Request →

Include:

• Your Excel version number

• Whether the issue started after an update

• Any troubleshooting steps already completed

If you continue to experience issues after following these steps and working with your IT team, please reach out to our support team for further assistance. Be sure to share any troubleshooting steps you've already taken so we can assist you more effectively.