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Troubleshooting 'Cannot log in' or 'You are not logged in' and other Login errors
Troubleshooting 'Cannot log in' or 'You are not logged in' and other Login errors

Learn how to clear your cache to resolve these and similar or related issues

Written by Chris Ware
Updated over a week ago

Did you get WEF'D? Caching in Excel can cause version issues in Office add-ins

*Note: if you are using custom functions for Excel desktop, Mac OSX or Excel online these issues are known and Microsoft is working to patch them. Luckily there is an easy fix that should take you 30-60 seconds to resolve


  • To make apps load faster, programs utilize a "cache" which stores a copy of the program (or add-in) on the users computer to access much faster on subsequent opens.

  • This however can cause version and login authorization problems as Excel will serve outdated copies of the add-in which can result in a false "you're not logged in" message.

| TIP | you can access this help guide and quick help inside the add-in at anytime by clicking on the troubleshooting page in the ribbon or side help nav menus

The best way to resolve is:

  • Make sure you have the most recent version of Excel (check your updates)

  • Clear your cache locally (local means your machine)

Clear the Office cache

Follow these instructions for manually clearing your local cache while:

  • having trouble with custom functions message saying you're not logged in

  • beta testing

  • using side loaded manifests

  • for Mac users follow the steps shown at bottom of article

*Entire process should take you less than 60 seconds

For Windows:

  1. Save your work

  2. Using Task Manager > Quite Excel by using the 'end process' option

  3. Find the following folder by pasting this link into your Windows Explorer

  4. C:\Users\[YOUR_USER_NAME}\AppData\Local\Microsoft\Office\16.0\Wef

  5. Select the Wef folder in your explorer

  6. Hold the shift key then press delete (using the delete key)

  7. Open Excel

  8. Load Cryptosheets from the Ribbon to open the side panel

  9. Make sure you're logged in

  10. Try the same function(s) again

Quick Steps (for Mac users)

  1. You can also clear the cache manually by deleting the contents of the folder

~/Library/Containers/com.Microsoft.OsfWebHost/Data/ folder.

   2. If that folder doesn't exist on your mac, check for the following folders and if found, delete the contents of the folder: 

(where {host} is the Office host (e.g., Excel)

Get crypto data in 30 seconds or less


Tags: faq, troubleshooting, login, cache, password, tips, tricks, support, excel, googlesheets, cryptodata, spreadsheet

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