Can't sign in into Report Builder

[ElinaMirin]

Hello! I am trying to create a Report Builder request and I am experiencing some issues when trying to sign in into my Adobe Analytics account. I get this error that I don't have access to this service. A month ago I was able to sign in and to create request in Report Builder, but now, for some reason I can't. I have tried with another account (my colleague account) and it is the same situation, even though he can sign in into his account from his laptop.

So why from one laptop I can't sign in anymore, but on another laptop everything works just fine. Does anybody encounter this issue and how to solve this? 

[Imbalakumar]

Hi @ElinaMirin 

I have experienced the similar issue in the past, may be try these below two things if you have the eligible licenses to use report builder, check the licence and details in Adobe Admin Console.

1. Download the correct version by verify your Excel version by going to File > Account > About Excel. Your excel might have updated so it wont support the 32 bit, My excel version support 64 bit, refer the below screen,

2. If the 1st point is good, re-install the report builder by downloading the new file from the below screen shot location,

3. Refer this document for debugging this issue if both of the above not works - About Legacy Report Builder for Adobe Analytics | Adobe Analytics

Thanks,

Bala

[MohitVashist]

Hi @ElinaMirin 

Troubleshooting Step

1. Check Excel and Report Builder Versions: Ensure you have the correct (64-bit or 32-bit) version of Report Builder matching your Excel version. Download and install the latest Report Builder from the Adobe Analytics Tools section.

2. Try to Reinstall Report Builder: Uninstall and reinstall the add-in to clear any corrupted files or settings.

Check Permissions: Verify in the Adobe Admin Console that your user account has Report Builder access. If not, contact your admin.

3. Try to logout from the excel account (  company account ) and try to login then and guest user and then try login to report builder using your adobe account.

If none of these resolve the issue, contact your IT team to check for recent changes to your laptop or network, and consider reaching out to Adobe Support for deeper troubleshooting.

Cheers

[Jennifer_Dungan]

I suspect this is a permission issue from the console... if it were an issue with 32 vs 64-bit version, I would have expected the installation to fail outright... the fact that the plugin is loading and bringing up the login screen should mean the installation is fine... 

[ElinaMirin]

Hi @MohitVashist  @Jennifer_Dungan  @Imbalakumar . Thank you all for your responses! I have tried everything you've mentioned. I do have access to Report Builder - confirmed with my Adobe client's support, but nothing works on my laptop. It is very weird that as mentioned, my account works on my colleague's laptop. Might be something wrong with the Windows Version, VPN, Antivirus or anything else? I am out of options. And do you know where can I directly contact somebody from Adobe? I have tried the chat, but its not helpful.

[Jennifer_Dungan]

Hmm ok, so if your account works on another computer, that is really interesting... 

It looks like you are using the Legacy Report Builder; have you tried the new Report Builder? (https://appsource.microsoft.com/en-us/product/office/WA200003101?tab=Overview)

While I know this won't solve the existing issue... and I know there are potentially some limitations with the new Report Builder (I've seen some bugs reported, but hopefully those will get resolved); for the most part, this should be able to get you up and running (assuming this one works).

Also, Client Care might be able to see the errors from the backend, so to contact client care, you need to go to https://adminconsole.adobe.com/ 

Support, at least for me, is hidden behind the "..."

This will link back to the experience league support section (but it should enforce your OrgId in the URL to ensure you have access - assuming you have access to support on your account...  if I go through the admin console it works, if I go through ExL it doesn't.... )

[ElinaMirin]

@Jennifer_Dungan thank you for your response. I have also tried with the new Report Builder - same issue. My client has opened a ticket with Adobe. Hopefully it will get solved soon.

[ElinaMirin]

@kautuk_sahni @gautham_madala @Jennifer_Dungan @MohitVashist @Imbalakumar by any chance do you know if the Adobe Analytics Report Builder add-in uses Microsoft Edge credentials? In Edge I am connected to my company's email, not the client's email and maybe the reason its not working is because the credentials are overlapping. I have tried to clear cache, cookies, passwords, set Chrome as my default browser, sign in in Edge also with my clients credentials. Nothing works so far. Still have the same error. 

[Jennifer_Dungan]

It shouldn't... 

I am logged into Windows with my work Active Directory Account (which btw we did not set up domain logins in our Adobe Instance)....

When I open Excel, I am also logged in to Excel with my MS 365 Account, however, I am not logged into Report Builder... I still have to manually log in every time I open Excel with my Adobe account (yes, it's using the same email address, but since I have to provide that email, and I can log in with other emails) I don't think there is any cross contamination between the MS account and how Report Builder is logging in.... 

[gautham_madala]

Your Excel report builder should take the Microsoft logins to whichever you have access to. Not the edge credentials. So check which your account is logged into the Excel online/offline. 

[gautham_madala]

Is it just happening for you or everyone in your org?
if its working for someone else mirror their permissions to yours in admin console. 
Mostly likely someone has to grant you Report builder and API access I guess. 
Let me know if it works.

[ElinaMirin]

I have opened a ticket with Adobe.

[kautuk_sahni]

@ElinaMirin Just checking in — were you able to resolve your issue?
We’d love to hear how things worked out. If the suggestions above helped, marking a response as correct can guide others with similar questions. And if you found another solution, feel free to share it — your insights could really benefit the community. Thanks again for being part of the conversation!

[ElinaMirin]

@kautuk_sahni no, I haven't found a solution yet. I've opened a ticket with Adobe. Will let you know the resolution once I receive updates from them. Thanks.