Knowledge Authoring in Word Online - Add-in error

[DJ4]

Hello,

I'm trying to get the Knowledge Management Add-in for Microsoft Word to work in my Dev instance to test it for eventual organizational deployment but am encountering multiple errors. Per the instructions (https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/knowledge-management/task/configure-km-add-in-word.html), I successfully installed the plugin and completed configuration.

However, while deploying the add-in from the Microsoft 365 admin center, I received "Manifest file validation has failed. (36210f1a-1560-48f8-8823-a1f650a95cc9)"

Per https://hi.service-now.com/kb_view.do?sysparm_article=KB0860916, I removed the lines with "Tooltip" and was able to successfully deploy Knowledge Management. 

After deployment, when I select the Knowledge Management add-in, I get: "Add-in Error  Something went wrong and we couldn't start this add-in. Please try again later or contact your system administrator."

If I select Retry, I get: "Add-in Error  This add-in may not load properly, but you can still try to start it."

If I click Start, it eventually says my dev instance "refused to connect"

Per https://hi.service-now.com/kb_view.do?sysparm_article=KB0858433, I updated the domains but to no effect. I ran through the steps multiple times and troubleshooted with Microsoft to no effect. I did wait more than 24 hours after deployment. At the moment, I am stuck. Any direction would be most appreciated, thanks!

Daniel

[karthik73]

I am trying the plugin and after stepping through all the issues you encountered, i see a session inactive page and i cant get past that. Do you know if this plugin needs SSO with with O365?

[DJ4]

Hi Karthik, thanks for the response. I haven't seen anything about the plugin being required but I configured Azure SSO with my instance, removed the Knowledge Management Add-In and re-added. Unfortunately, it hasn't had an effect but I will give it 24 hours before confirming. I'm still stuck.

[DJ4]

Karthik, it did not work. I am back to a standstill. 

[Santosh51]

Hello Kartik, 

I am facing the same issue. Any progress or did you fins any solution yet?

thanks,

Santosh