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Frequently Asked Questions (FAQ)

Software FAQs

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How long does the fully customised version take Presentation Solutions to setup?

Typically, a Word/Excel customisation, with one semi-populated template, will take 2-3 days, depending on the complexity of the documents and any XL databook requirements.
For a PowerPoint/Excel customisation with one template, this will take between 3-5 days, depending on the complexity of the templates and the number of supporting assets, together with any XL databooks or models.
If you need to add a Word template, this normally adds 1 day for the first template, and ½ a day for any new variations of the documents, thereafter.

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How long will it take me to do my own setup using Preference Manager?

Typically, a Word/Excel customisation, with one semi-populated template, will take 2-3 days, depending on the complexity of the documents and any XL databook requirements.

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Can I try Create, Compare or Repair before buying?

Yes, you can! Just get in touch with us via our form and one of our experts will get back to you to give you access to a trial.

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Is there a minimum number of licenses?

No, there is no minimum requirement.

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In 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.”

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.

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CAGR line not displaying

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.

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How do I contact Support?

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

• The version of Create you are using.
• 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 the link in the About Create dialog, within the Help dropdown or email to support@presentationsolutions.eu.

A support engineer or customer service representative will contact you as soon as we can assign the appropriate person to deal with your enquiry.

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How do I find out the version of Create I have installed?

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

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Will Create work with existing documents?

You will be able to use some Create functionality on old documents but not advanced functionality such as linking. However, we do recommend that you use the latest template available (from New… dropdown in Word, PowerPoint or Excel) so that your document contains all the correct styles and content – which won’t be available in old documents.

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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 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.

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How do I Undo in Excel?

We have enabled an Undo feature in Create Excel v 8.6. Please contact support@presentationsolutions.eu if you do not have this version

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How to check for updates

Create can be upgraded by selecting the Check for Updates function.
You can find this in the Help drop-down menu on the Create group on the ribbon.

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How do I install Create?

This varies client-by-client. You may need to contact your IT team to do this for you.
Please click this link to download the Create Quick Reference Installation Guide. Quick Installation Guide
For a more detailed Installation Manual, please follow this link How to Install Create

Compare Documentation FAQ

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When using Compare with PowerPoint 2007 or 2010, the image quality of the slides in the comparison report may be poor

This is due to a limitation of Office 2007 & 2010 – the image quality is much sharper in Office 2013 & later versions. Upgrading to a more recent version of Office resolves this issue.

Installing Message

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Unable to load application settings. Could not find a part of the path ‘C:\Users\Username\AppData\Roaming\Microsoft’

PLEASE CONTACT YOUR IT SUPPORT AS THIS IS FOR IT PERSONNEL ONLY.

This means that something has interrupted Creates installation process and has corrupted some files.

If your Check for Update fails and returns an error then you can do this simple workaround
1. Open a navigation window
2. Go to This PC or Computer Windows (C:)
3. Select Users
4. Select your name from the list of users
5. If you can’t see the next folder level, you’ll need to View Hidden Items (see screenshot below) within the navigation menu at the top
6. Select AppData / Local / Apps / 2.0
7. Rename 2.0 to OLD2.0
8. Close and reopen PowerPoint and Excel
9. When you reopen you should see that Create starts to reload the add-in from fresh (by recreating a new default 2.0 folder in the background)
10. Create should download the application and give you a message once it is done.

Please do not hesitate to contact us if you have any further questions.

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Create is re-installing every time I log on and start Office

In virtual systems such as Citrix and Microsoft SMS traditional applications and add-ins are run in the server and shared by the users remotely. In this environment, you can install the complete version of Office and therefore Create will also install and run. In some cases, the client’s Citrix setup may be set to delete the contents of the AppData/Local folder on log off. Create is a VSTO add-in. VSTO add-ins are installed via Click Once Deployment which places application files in the “AppData\Local” folder. In clients where Citrix users have the contents of this folder deleted when they log off, this causes Create to re-install every time a user logs on and starts Office.
However, there is a workaround for this scenario using “junction points”. These work like shortcuts and allow you to create a virtual folder whose contents are actually in a different folder.
At client site, IT should create a virtual folder (junction point) inside the AppData\Local folder where Office expects to find the add-in files. The contents of this folder will actually be in a folder inside the AppData\Roaming folder, which doesn’t get deleted, but they will appear to Office to be inside the AppData\Local folder.

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Error Message: “Customised functionality in this application will not work because the certificate used to sign the deployment manifest for Create or its location is not trusted”

Some clients block access to URLs, so may need to add presentationsolutions.eu to their trusted/safe locations. The web services URL which is contacted to validate licenses is: http://webservices.presentationsolutions.eu/Licensing/LicenceValidation.svc

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Error Message: “There was an error during installation”

PSL domain not a trusted location.
• Your internet security is preventing Create from installing correctly.
• Add www.presentationsolutions.eu to your trusted domains list.

Note: Sometimes this error occurs due to the file location rather than the computer not trusting the certificate. For example, if trying to install the file from the folder C:\. By default this folder location would be trusted, but the most likely reason for the error message is that the security settings on that machine prevent ClickOnce from installing from there.
If you wish to install Create from local files instead of from our server then you need to ensure that where you put the installation files is trusted. If you wish to check your settings, here is the key containing the relevant security settings: \HKEY_LOCAL_MACHINE\SOFTWARE\MICROSOFT\.NETFramework\Security\TrustManager\PromptingLevel\MyComputer. The value should be “Enabled” to allow a signed ClickOnce package to install.

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Error Message: “System.Security.Exception error”

PSL domain not a trusted location.
• Your internet security is preventing Create from installing correctly.
• Add www.presentationsolutions.eu to your trusted domains list.

Note: Sometimes this error occurs due to the file location rather than the computer not trusting the certificate. For example, if trying to install the file from the folder C:\. By default this folder location would be trusted, but the most likely reason for the error message is that the security settings on that machine prevent ClickOnce from installing from there.
If you wish to install Create from local files instead of from our server then you need to ensure that where you put the installation files is trusted. If you wish to check your settings, here is the key containing the relevant security settings: \HKEY_LOCAL_MACHINE\SOFTWARE\MICROSOFT\.NETFramework\Security\TrustManager\PromptingLevel\MyComputer. The value should be “Enabled” to allow a signed ClickOnce package to install.

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Error Message: “Deployment and application do not have matching security zones”

Create settings are supplied within a ZIP file. Before clicking the “Create.vsto” make sure the zip file has been extracted.

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Error Message: “The customisation could not be installed because a connection to the network could not be established”

• Make sure you are connected to the internet
• Check if you can browse to third party websites – some companies firewall settings may be blocking the connection
• Try restarting your PC

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Error Message: “Unable to install Create from a location where it contains special characters”

Rename location with no special characters.

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Error Message: “Unable to load application settings. Could not find part of the path”

This means that something has interrupted Creates installation process and has corrupted some files. This can be fixed by simply uninstalling and installing Create. If you did not install Create yourself, you may need to ask your IT team to do this for you.

NOTE: If re-installing does not solve the problem, please email support@presentationsolutions.eu

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Error message when installing Create: “Unable to load application settings”

Before clicking the “Create.vsto” make sure the zip file has been extracted

Registration Message

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Error Message: “Invalid email address”

Make sure that you register with the credentials used to create your account

Software Message

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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 currently investigating

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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. This can be fixed by updating Office to version 1705

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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, 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. 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.

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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, 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. 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.

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Error Message: “Unable to apply table format. Unable to set the Horizontal Alignment property of the range class”

Close and reopen Excel. Try Again.
If this doesn’t resolve the problem, check for background processes.
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 can prevent some Create functionality from working as Create is unable to determine the process with which to communicate.
To terminate background processes:
• Close the application
• Open Task Manager
• Close any background processes for the application in question
• Reopen the application and the Create add-in should reappear

NOTE: If the Create tab remains hidden, please email support@presentationsolutions.eu

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Error Message: “A table cannot be inserted in the selected location. Please ensure that the current slide layout allows additional placeholders”

Can be caused as a result of a problem with the default printer driver.
Change 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

Note: If you don’t have an option to select a suitable printer default, you can choose Microsoft Print to PDF as your default printer.

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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, one of which will be Create. Check the box next to Create.
• Click OK
• Close and reopen all office Applications
If the Create tab does not reappaer, 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.

NOTE: If the Create tab remains hidden and it is not showing as Inactive, please email support@presentationsolutions.eu

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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.

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United Kingdom

Chapter House
33 London Road
Reigate
Surrey
RH2 9HZ

+44 333 939 0100

info@presentationsolutions.co.uk

support@presentationsolutions.co.uk

United States

500 West Madison Street
10th Floor
Chicago
IL 60661

+1 312 283 8505

info@presentationsolutions.co.uk

support@presentationsolutions.co.uk
Copyright © 2020 Presentation Solutions Limited. All rights reserved. Microsoft, PowerPoint, Excel, Word and the Office logo are trademarks or registered trademarks of the Microsoft Corporation in the United States and/or other countries. All other trademarks and registered trademarks are properties of their respective owners.