Has anyone not been able to get the "OneStreamXF" Right click option in the excel add-in?

I logged a support ticket and we are thinking this happens to people sometimes due to their Windows profile. We had their IT admin login to the same computer and install the add-in with their credentials and can see the right click option, but when the user logs back into their computer and opens excel, they don't see the right click. So it looks like it is his profile on his machine.