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Problem with Jira Cloud for excel

Edited

Hello,

I have a user that is opening an excel file and trying to use the Jira Cloud for Excel addin, but when she clicks on 'get started' it does not bring her to a page where she can type in the code that is provided. Instead she receives an error "state mismatch". If I was not using this feature myself everyday I would be contacting our helpdesk because I know we have some tight security, but it doesn't make sense that I can use it and the other person can't. 

Included a screenshot below.

Thank you

Serena

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