Frequently Asked Questions (FAQ)

• 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

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

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.

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.

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

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.

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

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.

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

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.

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.

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

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.

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.

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

• 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

Rename location with no special characters.

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

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

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
• 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.

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.

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

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.

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.

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

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.

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

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.