Prompt values not shown

Hi All.

I recently got a very strange issue which happened with only one user that the list of values didn't show when loading as below screenshot:

report is based on Bex query, characteristic is not authorization relevant, user still can manually input value. Could anyone tell me what issue it is? I couldn't find same topic about this.

SAP Managed Tags:
SAP Analysis for Microsoft Office

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Hi - which version/SP of Analysis Office are you using?

For this user, could you run the troubleshooting feature mentioned in this blog? https://blogs.sap.com/2018/03/11/sharing-experiences-with-analysis-office-2.5-2.6-bihana2018/

Thanks Tammy Powlas

User got this issue when we used version Analysis Office 2.4 (i dont remember which SP). after upgrade to Analysis Office 2.6.303.84659, the issue still persist.

I asked user to run the troubleshooting when in version 2.4 and got below logs:

2019-06-17 15:52:59,602|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:52:59,669|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:52:59,686|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:52:59,686|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:52:59,686|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:52:59,686|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:52:59,686|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:53:12,210|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:53:12,276|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:53:13,431|ERROR|Log.Cof|Com.Sap.Cof.Core.Plugin.PluginAssemblyResolver.CurrentDomain_AssemblyResolve|VSTA_Main|Assembly pluginwrapper.dll found 2 times. Taking the one found first: C:\Program Files\SAP BusinessObjects\Office AddIn\Plugins\AnalysisOffice\pluginwrapper.dll#
2019-06-17 15:53:54,558|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:53:54,558|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:54:43,223|FATAL|Log.AoPlugin|?.?|VSTA_Main|Exception happened: 
Object reference not set to an instance of an object.#
2019-06-17 15:56:05,812|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 15:59:18,246|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:00:16,075|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:02:06,914|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:03:45,149|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:23:34,409|ERROR|Log.AoPlugin|?.?|VSTA_Main|System.Runtime.InteropServices.COMException (0x800A01A8): Exception from HRESULT: 0x800A01A8
   at Microsoft.Office.Core.CommandBar.Reset()
   at com.sap.ip.bi.pioneer.addins.xlwrap.CommandBarWrap.<Reset>b__0()#
2019-06-17 16:23:34,409|ERROR|Log.AoPlugin|?.?|VSTA_Main|System.Runtime.InteropServices.COMException (0x800A01A8): Exception from HRESULT: 0x800A01A8
   at Microsoft.Office.Core.CommandBar.Reset()
   at com.sap.ip.bi.pioneer.addins.xlwrap.CommandBarWrap.<Reset>b__0()#
2019-06-17 16:23:34,409|ERROR|Log.AoPlugin|?.?|VSTA_Main|System.Runtime.InteropServices.COMException (0x800A01A8): Exception from HRESULT: 0x800A01A8
   at Microsoft.Office.Core.CommandBar.Reset()
   at com.sap.ip.bi.pioneer.addins.xlwrap.CommandBarWrap.<Reset>b__0()#
2019-06-17 16:23:34,409|ERROR|Log.AoPlugin|?.?|VSTA_Main|System.Runtime.InteropServices.COMException (0x800A01A8): Exception from HRESULT: 0x800A01A8
   at Microsoft.Office.Core.CommandBar.Reset()
   at com.sap.ip.bi.pioneer.addins.xlwrap.CommandBarWrap.<Reset>b__0()#
2019-06-17 16:23:49,913|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:23:49,913|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:23:49,913|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:23:49,913|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:23:49,913|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:23:49,913|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:24:47,426|ERROR|Log.Cof|Com.Sap.Cof.Core.Excel.CofWorksheetConfiguration.Deserialize|VSTA_Main|provided xml content is null or an empty string#
2019-06-17 16:30:54,431|ERROR|Log.AoPlugin|com.sap.ip.bi.pioneer.excel.utils.EaExcelAccessor.AccessXlReturn|VSTA_Main|Exception happened: 
Exception from HRESULT: 0x800401A8#

but seem like its not relate to the issue (or the troubleshooting set up werent correct). with version 2.6 what mode should I tell him to set (support or profiling).