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Error when updating OfficeConnect - "The underlying connection was closed"

This article includes suggestions and workarounds. Content may not be accurate for all use cases or represent best practices for the latest release. 


When updating OfficeConnect I receive the error message below. How do I resolve this?


Office Connect error.JPG



This error may show if your connection or network has blocked the update from completing. You may want to work with your IT if this error persists to ensure you network supports this update. You can also contact Adaptive Insights Support at There is a helpful article HERE where you can download a troubleshooting tool to provide Support.


Another common cause, if you are running Windows 7, is an older version of TLS. TLS 1.0 and 1.1 were fully deprecated at the beginning of 2019. This process began in 2017. More information on TLS can be found from the article HERE. There are a couple of solutions for this:


  1. Work with your IT to enable TLS 1.2 by default in Windows 7. More information can be found from the Microsoft article HERE
  2. Alternatively you can uninstall OfficeConnect from the Windows Start Menu>Control Panel>Programs and Features>Adaptive OfficeConnect and then reinstall the newest version from HERE. Please note you may be required to perform these steps every update if TLS is not updated on your machine. We recommend option 1 above.


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