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

[Robby Friedrich]

Hello Daniel.

I have the same problem.

Funnily enough, it works for me when I try the add-in in the Word program on my Mac (macOS 11.2.2, Word v. 16.46). There I see the add-in and can then also connect and even see the knowledge base and articles.

Do you have Mac or PC? Do you have the possibility to try it on another platform?

I have set up the whole thing on our PROD, because I think that my Office365 login is passed on to the instance and I only have the appropriate access rights on the Prod and am not Admin.

Kind regards
Robby

        

P.S: Did you find these articles?

Knowledge article authoring in Microsoft Word

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/knowledge-management/conc...

Edit a knowledge article in Microsoft Word:

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/knowledge-management/task/...

[Vanshita Tilwan]

Hi,

Is there any update on the login issue? I've tried this with two instances and I am facing the same issue. Even after logging it, the same Session Inactive page is displayed. Seems like this could be because of cross origin frame interaction. Let me know if anyone is able to solve this.

[Robby Friedrich]

Hi Vanshita,

I have not managed to access the knowledge base with Word-online in a browser yet.

If something changes, I will post it here....

Kind regards Robby

[Vanshita Tilwan]

Hi Robby, I tried the same with Firefox and it is working fine. The same is not working fine on Chrome based browsers due to same site cookie.

Thanks.

[Robby Friedrich]

That is what i get with firefox 😞