When contacting support regarding a problem, please include as much detail as possible, including:

1. The software you are having problems with (Create, Compare or Repair).
2. The version of Office.
3. The steps you took before you encountered the problem the packages involved (i.e. Word, PowerPoint, Excel).
4. Any screenshots of error messages that were shown.
5. 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 support@presentationsolutions.co.uk. A support engineer or customer service representative will contact you as soon as we can assign the appropriate person to deal with your enquiry.

Go to the Help dropdown in the Create, Compare or Repair ribbon and choose About Create to see the version and product licence information.

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.

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.

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.

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.

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:

1. Right click on chart.
2. Click Select Data.
3. Click the Hidden and Empty Cells button.
4. Uncheck the Show #N/A as an empty cell checkbox.
5. Click the OK button.

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.

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 support@presentationsolutions.co.uk if you have an older version and would like to upgrade.

This issue affects PowerPoint 2016 and is as a result of a recent Windows update (Microsoft Windows 10 Pro, Version: 10.0.15063 Creators Update/Microsoft Windows 10 Pro, Version: 10.0.16299 Fall Creators Update).

1. This issue only happens when sending a table As Worksheet Object and fails without showing an error message.
2. To resolve this issue you must Save and Close your presentation, re-open the presentation and then select the Update button.
3. Microsoft have acknowledged this bug and are investigating.

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.

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.

To re-enable Create follow these steps:

1. Open the desired Office application where the ribbon is not displaying
2. Select File | Options | Add-ins
3. On the Manage drop down list select COM Add-ins
4. Click Go
5. You should see a list of Add-ins, check the box next to Create.
6. Click OK
7. Close and reopen all office Applications

If the Create tab does not reappear, then it may now have a status of Inactive.

1. In the application Select File | Options | Add-ins
2. 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 support@presentationsolutions.co.uk for assistance.

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.

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:

1. Close all Office programs
2. 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
3. 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.

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:

1. Close all Office programs
2. Open Control Panel | Devices and Printers
3. Change the default printer driver by right-clicking on a different printer and choosing Set as default printer
4. 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.