Having problems with using Create, Compare or Repair software? Here are some typical questions - click one to view ways to troubleshoot. If your query isn't below, or you are unable to self-help using the built-in and searchable user guides, don't hesitate to contact support.
How do I contact Support?
When contacting support regarding a problem, please include as much detail as possible, including:
- The software you are having problems with (Create, Compare or Repair).
- The version of Office.
- The steps you took before you encountered the problem the packages involved (i.e. Word, PowerPoint, Excel).
- Any screenshots of error messages that were shown.
- The Create error log. To do this, click the Send Error Log button which can be found in the Help dropdown on the Create ribbon.
You can generate an email to Support by clicking on this link email@example.com. A support engineer or customer service representative will contact you as soon as we can assign the appropriate person to deal with your enquiry.
How do I find out the version of Create I have installed?
Go to the Help dropdown in the Create, Compare or Repair ribbon and choose About Create to see the version and product licence information.
How do I check for Updates?
Create can be upgraded by selecting the Check for Updates function, if one is available. You can find this in the Help drop-down menu on the Create group on the ribbon.
When I update Create, it says I already have the latest version – but I know there is a newer one
This could be that your organisation has a local installation via a static link, contact your IT and ask them to install the latest version for you.
After Updating Create I still see the same version
If a Background Office process remains active even though you followed the updating instructions above and closed all open Office applications before updating, Create may not be able to correctly load the new version.
Use your task manager to ensure all Office applications are closed and if the problem persists, please restart/reboot your PC.
In Create V8, when sending a chart from Excel to Word, you may get an error saying “Error: The requested member of the collection does not exist.”
This error can be managed by adjusting your settings in Microsoft Word.
Ensure that in your Word options, on the ‘Advanced’ tab under ‘Cut, copy and paste’ that you have ‘In line with text’ selected for the ‘Insert/paste pictures as’ option then try again.
CAGR line is not showing in chart
This is because a new setting has been introduced in Excel 2016 which is applied by default to new charts created by Create or native office. How to fix:
- Right click on chart.
- Click “Select Data”.
- Click the “Hidden and Empty Cells” button.
- Uncheck the “Show #N/A as an empty cell” checkbox.
- Click the “OK” button.
The Send Table and Send Chart functions aren’t working
Sometimes there can be PowerPoint, Excel or Word processes running in the background, which are not visible on the screen. For example, Outlook will run Word in the background for editing e-mail.
Background processes like this can prevent the Send Table and Send Chart to Word as the Excel Add-in is unable to determine the process with which to communicate. It may also affect the loading of a Create software update to properly take effect. The background processes for any application can be terminated using Task Manager, first closing all Office applications.
How do I Undo in Excel?
You can Undo a previous Create action, such as applying a Chart or Table format.
We have enabled the Undo feature in Create Excel v8.6 and in the latest version of Create v10 increased the number of Undo. Please contact firstname.lastname@example.org if you have an older version and would like to upgrade.
Table not updating in PowerPoint when sent “As Worksheet Object”
This issue affects PowerPoint 2016 and is as a result of a recent Windows update (Microsoft Windows 10 Pro, SP 0, Version: 10.0.15063 Creators Update/Microsoft Windows 10 Pro, SP 0, Version: 10.0.16299 Fall Creators Update).
- This issue only happens when sending a table “As Worksheet Object” and fails without showing an error message.
- To resolve this issue you must Save and Close your presentation, re-open the presentation and then select the Update button.
- Microsoft have acknowledged this bug and are investigating.
Error in Office 2016 when creating or updating an agenda for the second time.
This affects all users after updating to Office version 1611 build 7571.2072 or later. We understand that this is due to a bug in Office which has been fixed. Resolve this by updating Office to version 1705.
Software not showing in Ribbon, or receive Error Message: “PowerPoint is running into problems with the ‘create powerpoint addin’. If this keeps happening, disable this add-in and check for available updates. Do you want to disable it now?”
It is quite normal for Microsoft Office to occasionally make an add-in inactive or disabled as a result of Office’s extra security.
The first step Microsoft Office products take when they crash or think there is a problem, is to disable any add-ins. If Office suggests that there is an issue with the Create (Compare or Repair) Add-in and asks whether you wish to disable it, always choose No. We used managed code and therefore the Create Add-in will not have caused any problems and you will be able to carry on working normally.
If you click Yes, Create will not load and the Create tab will not display on the ribbon. See Create Tab not appearing in ribbon to re-enable the Create add-in.
Create tab not appearing in ribbon
To re-enable Create follow these steps:
- Open the desired Office application where the ribbon is not displaying
- Select File | Options | Add-ins
- On the Manage drop down list select COM Add-ins
- Click Go
- You should see a list of Add-ins, check the box next to Create.
- Click OK
- Close and reopen all office Applications
If the Create tab does not reappear, then it may now have a status of Inactive.
- In the application Select File | Options | Add-ins
- If you see Create in the Inactive Add-Ins list, select it and choose Go.
If after following these steps, the Create tab remains hidden and it is not showing as Inactive, please contact email@example.com for assistance.
Error Message: “PowerPoint experienced a serious problem with the ‘Create powerpoint addin’. If you have seen this message multiple times, you should disable this add-in and check to see if an update is available. Do you want to disable this add-in?”
It is quite normal for Microsoft Office to occasionally make an add-in inactive or disabled as a result of Office’s extra security. The first step Microsoft Office products take when they crash or think there is a problem, is to disable any add-ins.
If Office suggests that there is an issue with the Create Add-in and asks whether you wish to disable it, always choose No. We used managed code and therefore the Create Add-in will not have caused any problems and you will be able to carry on working normally. If you click Yes, Create will not load and the Create tab will not display on the ribbon.
See Create Tab not appearing in Ribbon to re-enable the Create add-in.
Error Message: “A table cannot be inserted in the selected location. Please ensure that the current slide layout allows additional placeholders”
This can be caused as a result of a problem with the default printer driver and can usually be corrected by changing your default printer. Try the following:
- Close all Office programs
- Open Control Panel | Devices and Printers …. Change your default printer driver by selecting a different printer and right-clicking and chosing Set as default printer
- Reopen Office and try sending again
If you don’t have an option to select a suitable printer default, you can choose Microsoft Print to PDF as your default printer.
Charts and tables in my document / presentation change to Black and White
Your default printer driver may be set to a Black and White printer. Excel uses the default printer settings to create a high quality picture of tables or charts. Try the following:
- Close all Office programs
- Open Control Panel | Devices and Printers
- Change the default printer driver by right-clicking on a different printer and choosing Set as default printer
- Reopen the program.
Note: If you don’t have an option to select a suitable colour printer, you can choose Microsoft Print to PDF as your default printer.