A consolidated troubleshooting page for the Relm Pro Excel add-in. Symptom → likely cause → fix.
Taskpane won't load (blank panel)
Most likely: Excel can't reach excel-plugin.relm.ai because of a corporate firewall.
Fix:
- In a browser on the same machine, visit
https://excel-plugin.relm.ai— does it load? - If no, ask IT to whitelist
excel-plugin.relm.aiandrelm.ai. - If yes, reload the add-in.
Taskpane shows old UI / out-of-date
Most likely: browser/Excel cache has an older bundle.
Fix: see Update or reload the add-in.
Nothing happens when I click Sign In
Most likely: the sign-in window opened behind Excel, or (in Excel for the web) your browser blocked it as a pop-up.
Fix: look for the sign-in window behind Excel, or allow the pop-up, then click Sign In again. See Sign in to the Excel add-in.
The sign-in window says "Could not load authentication service"
Most likely: your network is blocking part of the sign-in page.
Fix: click Retry in the window. If it keeps happening, ask IT to allow the add-in's sign-in page, or contact support for the addresses it needs.
Signed in, but the taskpane still shows Sign In
Most likely: the sign-in window didn't hand your session back to the taskpane.
Fix:
- Close the sign-in window if it's still open.
- Click Sign In again — if your sign-in went through, it completes right away.
- If it consistently fails, restart Excel and try again.
No portfolios or properties in the taskpane
Most likely: you're viewing an organization that has no portfolios or properties yet, or the wrong organization.
Fix:
- Use the organization menu at the top of the taskpane to switch to the correct org.
- Confirm you have at least one portfolio with a property at relm.ai/dash.
Import All Data to Excel is missing
Most likely: not all of the property's research sections are ready. The button appears only when all six sections (Basic Info, Tax History, Points of Interest, Neighborhood, Comparables, Unit Details) show Data Ready.
Fix:
- If any section shows Not Run, click Run Intel Report in the taskpane (or run an Intel Report in the web app) and wait for it to finish.
- Meanwhile, you can import ready sections one at a time with Import to Excel.
- The pro-forma is separate: if the Pro Forma card shows Not Run, click Run Pro Forma Analysis (or Generate Pro-Forma in the web app).
Push-back says the property is locked
Most likely: someone in your org is in Edit Mode for that property right now ("Property is locked by … Try again later.").
Fix:
- Check the web app — see who has the property locked (banner names them).
- Wait for them to save and release.
- Retry the push.
If they're clearly idle / walked away and you have admin role, force unlock — but message them first. If the message appears when no one is editing, contact support.
Push-back says the pro forma was modified since you imported it
Most likely: someone edited or re-generated the pro-forma in the web app while you were editing in Excel.
Fix:
- Confirm only if your Excel values should replace the pro-forma in Relm — changes made there since your import are overwritten. Otherwise, cancel; nothing is pushed.
- To keep both sets of changes: cancel, save a copy of your workbook, re-import the Pro Forma, re-apply your edits, and push again.
Excel says "Cannot save the workbook" after push-back
Most likely: unrelated to the add-in. Excel is having a workbook-save issue (Box / OneDrive / SharePoint sync conflict).
Fix: Save As to a fresh filename. Push-back already committed to Relm; the local workbook is just a working copy.
When to contact support
If you've tried the relevant fix and the issue persists, or you don't see your symptom above, contact support with:
- Excel version (Help → About).
- OS version.
- A short description of the issue and any error messages.