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Overview

GC AI for Word may not load due to two main types of issues:
  • Microsoft 365 configuration issues: Your organization’s Microsoft admin settings may prevent add-ins from loading. If you see specific error messages, refer to the Microsoft 365 Configuration Issues section below.
  • Security software blocking: Network security platforms (Netskope, Zscaler, etc.) may block connections to GC AI or Microsoft Office domains. See the Security Software Blocking section for domain allowlisting configuration.

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Prerequisites

Before troubleshooting, ensure you have:
  • The latest version of Microsoft Word: GC AI for Word requires that you use the latest version of Microsoft Word for full compatibility. Outdated versions may cause issues or prevent the add-in from loading. For detailed steps on updating, refer to Microsoft’s official guide on updating Office.
    Note: Your IT department may control updates. If you’re unable to update, contact your administrator.     How to check and update Word:
    • Windows:
      1. Open Microsoft Word
      2. Go to File → Account (or Office Account)
      3. Under Product Information, click Update Options → Update Now
      4. If updates are available, they will download and install automatically
      5. Restart Word after the update completes
    • Mac:
      1. Open Microsoft Word
      2. Go to Help → Check for Updates a. If you don’t see this option, open the Mac App Store from your Dock or Finder. b. Select Updates on the left side menu, then select Update All, or click Update next to the apps you want to update.
      3. If updates are available, follow the prompts to install them
      4. Alternatively, open the Microsoft AutoUpdate app from your Applications folder
      5. Restart Word after the update completes
    • Word Online: Word Online is automatically kept up to date, so no manual update is needed.
    If you’re unable to update Word (e.g., updates are managed by your IT department), contact your IT administrator to request the latest version.
  • A supported Microsoft 365 plan: Confirm that your organization is on a supported Microsoft 365 plan for GC AI for Word.
    • Microsoft 365 for Enterprise: Central (admin) deployment of the add-in requires that your plan includes Exchange Online. If you are using Enterprise and need your IT admin to centrally deploy GC AI for Word, ensure Exchange Online is active in your tenant.
    • If you require deployment via the admin center, email support@gc.ai for the production XML file.

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Symptoms

Common signs that your add-in is blocked or misconfigured:
  • White screen or blank taskpane after installation → This is typically caused by security software blocking connections. See Security Software Blocking for configuration steps.
  • Unable to install the add-in: This usually indicates an issue with your Microsoft 365 account or admin configuration. Confirm that your Microsoft 365 plan supports add-ins and that your account has the required permissions. If you are unsure, contact your IT administrator for assistance.

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Microsoft 365 Configuration Issues

If you see specific error messages, follow these steps: “Error loading add-in” “We couldn’t get the information needed to start this add-in.” “ADD-IN INFORMATION: Microsoft 365 has been configured to prevent individual acquisition and execution of Office Store Add-ins.”
  • This indicates your organization’s Microsoft admin has restricted add-in installation
  • Please contact your IT administrator or Microsoft admin to request access to GC AI for Word

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Security Software Blocking

If you’re experiencing a white screen or blank taskpane, your organization’s security software may be blocking connections to GC AI or Microsoft Office domains. The following sections help you and your IT team configure domain allowlisting.

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Required Domain Allowlisting

Your IT team must allowlist the following domains in your security platform:

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GC AI Domains

  • word.getgc.ai
  • *.getgc.ai (wildcard for all GC AI subdomains)

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Microsoft Office Domains

GC AI for Word requires access to Microsoft’s infrastructure. Allowlist these domains:
  • *.microsoft.com
  • *.office.com
  • *.office365.com
  • *.officeapps.live.com
  • *.onenote.com
  • *.outlook.com
  • *.sharepoint.com
Important: Both GC AI and Microsoft Office domains must be allowlisted. Blocking either will prevent the add-in from working.

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Configuration by Security Platform

To allowlist domains in your security platform (Netskope, Zscaler, or similar):
  1. Log in to your security platform’s admin console
  2. Navigate to web filtering or URL filtering policies (may be labeled “Policies,” “Web Filtering,” “URL Filtering,” or “Cloud App Control”)
  3. Create or update your allowlist policy:
    • Add GC AI domains (word.getgc.ai, *.getgc.ai) and Microsoft domains to allowlist
    • Set the action to “Allow” or “Bypass” for these domains
    • Ensure Microsoft Office 365 domains aren’t blocked elsewhere in the platform
  4. Save and apply changes (allow several minutes for policy propagation)
If your platform has both URL filtering and cloud app control, configure allowlisting in both areas.

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Verification Steps

After allowlisting is configured:
  1. Close Microsoft Word completely
  2. Clear your browser cache (if using Word Online)
  3. Reopen Microsoft Word
  4. Click the GC AI add-in in the ribbon
  5. The taskpane should load with the GC AI interface

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Additional Network Considerations

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SSL/TLS Inspection

Some security platforms perform SSL/TLS inspection that can interfere with the add-in. If allowlisting doesn’t resolve the issue:
  • Bypass SSL inspection for GC AI and Microsoft Office domains
  • Ensure your security platform’s SSL certificates are trusted on user devices

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Proxy Settings

If your organization uses a proxy server:
  • Verify proxy settings allow connections to the allowlisted domains
  • Check that authentication requirements don’t block background requests

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Firewall Rules

Ensure your network firewall allows:
  • Outbound HTTPS (port 443) traffic to the allowlisted domains
  • WebSocket connections if required by your security platform

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Still Having Issues?

If you’ve followed these steps and still experience problems:
  1. Check the GC AI status page for any ongoing outages or disruptions
  2. Share this documentation with your IT department
  3. Have them review security logs to identify blocked requests
  4. Contact GC AI support at support@gc.ai with:
    • Description of the issue
    • Your security platform (Netskope, Zscaler, etc.)
    • Any relevant error messages or logs from your security platform