Choose the symptom
- Pickit is missing: open Office’s Add-ins menu. If your organization deployed it, ask IT to check that your Office work account is assigned the add-in.
- The pane is blank or says “Could not be started”: close and reopen the Pickit pane. If you need to restart Office, save your document first.
- Sign-in fails: note the exact error and try signing in to Pickit in a web browser. For “Need admin approval”, ask your Microsoft administrator to review the consent request.
- Content is missing: check that the pane and web app use the same Pickit account. Ask your content administrator for access to the missing library.
- Insertion fails: try another file of the same type and note whether the problem affects one file or several.
Compare the pane with the web app
- Open the same Pickit account in your browser and find the affected file.
- If it works on the web but not in Office, tell IT or support. Include whether the problem occurs during sign-in, browsing or insertion.
Send support the details
Include the error text, Office version, operating system, time of the failure and whether the web app works. For an insertion problem, include the file’s Pickit location.
In Pickit, open your user menu → Diagnostics → Create report. Paste the copied report into your support message; creating a report does not send it.