Start with Help → Diagnostics → Run diagnostics. Follow the result beside Connection or Selected model.
If you still need help, contact support and include:
- What you tried and what happened.
- The diagnostic report from Copy report.
- A screenshot of the error, if useful. Hide any private worksheet data or account details.
Do not send your license key, private workbook or chat history unless support specifically explains why it is needed. A diagnostic report contains the add-in version, Excel bitness, local connection address and check results; it excludes your keys, prompts and cell data.
For activation problems, check the message beside the key under Settings → License. Internet access is needed to activate Pro; Ollama connectivity is separate.