The Word Add-In won't load or shows an error

The Merge Manager Word Add-In runs within Microsoft Word and communicates with Brilliant Assessments to insert and validate merge strings. The following are common causes for the add-in failing to load. Please attempt each resolution in order.

1. Restart Microsoft Word. Close all Word windows completely and reopen the application. Office add-ins can occasionally fail to initialize on first launch.
2. Verify your site code is correct. Sign-in to the add-in requires three credentials: site code, username, and password. An incorrect site code is one of the most common causes of sign-in failure. To locate your site code, log in to your Brilliant Assessments portal, navigate to Administrator > Site Settings > General, and copy the value from the Site Code field. Paste this value exactly into the add-in sign-in screen.
3. Confirm you are signed in. The add-in requires sign-in using your Brilliant Assessments credentials. If your session has expired, the panel will display a login prompt or an error message.
4. Verify your Microsoft Word version. The add-in requires Microsoft 365 (Office 365) or a supported standalone version of Word. Older versions of Word and Word for the web offer limited or no support.
5. Reinstall the add-in. In Word, navigate to Home > Add-ins > Get Add-ins, search for Brilliant Assessments Merge Manager, and reinstall the add-in.
6. Clear the Office cache. Persistent add-in failures are often resolved by clearing the Office cache, which removes stale session data. Refer to Microsoft's documentation for instructions specific to your operating system.
7. Review network and firewall configuration. Corporate networks may block the add-in's outbound connections. To confirm whether this is the cause, attempt to load the add-in from a different network.

For full details, see Using the Merge Manager Word Add-In.

Related FAQs

• Where do I install the Merge Manager Word Add-In? (in Reports, Merge Manager & Charts)