Top Support Questions and Answers
The following products are the top ten support questions we receive and their answers.
I couldn't download my software - the download would start, but would stop when about 60% complete. How do I get the software?
This problem happens sometimes to customers who have purchased the Productivity Suite because it is large. The download link at the end of the order process is from a shared server. Sometimes because of internet delays and demands on this server, the download will not complete. To download, first check your email for a note from us titled "Download instructions from Add-Ins.com". In it you will find instructions on how to log in to our dedicated server. You can then download the software from it.
I didn't have time to download the software after I ordered it and now the download link has expired.
check your email for a note from us titled "Download instructions from Add-Ins.com". In it you will find instructions on how to log in to our dedicated server. You can then download the software from it. This login is good for a year from the purchase and for multiple downloads in case you get a new computer or need to install on a second PC that you use.
When I start excel or try to run one of the add-ins, I get an error message like "error in module 1".
This problem is caused by a bad installation of Office. It can also be caused by installing only SP3 in Excel 2003 and not installing SP1 and SP2. If this is the case, just download SP1 and SP2 from Microsoft and install. SP3 does not advise if SP1 and SP2 are missing.
If a bad installation of Office, the quick solution, which works about 80% of the time is to go to the Control Panel, Add/Remove Programs and select Microsoft Office. Then click on the "Change" button, select Re-install or Repair and then do a Repair. If this does not solve, then you need to un-install Office, reboot, and re-install Office. Just doing the re-install will not solve. If you do the automatic updates, do a repair after the updates - SP3 sometimes causes problems that a repair fixes. If the problem still continues, then repeat the un-install and re-install and do not do the automatic updates. And turn off auto updates.
I installed the software but can't figure out how to open the add-in I purchased.
If you are using Excel 97-2003, you will see a new toolbar,  . Drag this toolbar to the toolbar area. To open the add-in, click on the button, select the add-in you want to open and click on the Open button. If you do not see the new toolbar, select Tools, Add-ins to display the add-ins dialog. If you see "Add-ins.com Add-in Manager" in the list, check its box and then close the dialog. If you do not see it, click Browse, My Computer, C Drive, Program Files, Add-ins (this is not the default "addins" directory). Select the file addinmgr.xla. When you close the dialogs, the toolbar will appear.
If you are using Excel 2007, the above toolbar will appear on the Add-ins Tab. If you do not see it, then press ALT, T, I. This will cause the add-ins dialog to appear. Then follow the steps in the above paragraph
If you have the Add-in Manager checked in the dialog and can not find the toolbar (an Excel 97-2003 user problem), then select View, Toolbars, Customize. On the first tab, find the toolbar "Add-in Manager". It is about half way down the list. Rapidly click the checkbox off and on. This will cause the toolbar to flash off and on. If you are using dual monitors, most likely it is on the other monitor!
I need to re-download the software I purchased.
You can re-download the software for up to a year from your date of purchase. This includes any new versions we release. Or if you purchased the Productivity Suite, this includes any new products we purchased. To re-download, go to our purchased software download page. If you have forgotten your order number and password, you can have our system find them for you by using the Get Password link and entering your email address. If the download system does not find your order, then contact us and we will help you.
The upgrade I downloaded from the new products and upgrades page doesn't recognize my copy of the add-in.
This means that you have an old version of the product and you need to purchase an upgrade. Contact us and we will provide you with discount code so that the upgrade is half price.
We have had a few customers get a new PC and then try to install the add-in by downloading and running the upgrade. This doesn't work! The upgrade will only install on a PC on which the software has been previously installed.
Will the add-ins work in Excel 2007?
Yes - if you purchased after March 27, 2007. We have updated all of our products and downloadable books to work in Excel 2007. They also work in Excel 97, 2000, 2002, XP, and 2003.
If you purchased before this date, you will need to purchase an upgrade to the latest version. Contact us and we will provide you with discount code so that the upgrade is half price.
Can I install the software I purchased on more than one PC and only buy one license?
You may install on the PCs on which you are the primary PC user and purchase just one license. For example your desktop and your laptop. Or your office PC and your home PC. You may not install on PCs on which you are not the primary user unless a license has also been purchased for those PCs and users.
I purchased one copy of the software. Can I install on all the PCs in my company?
If you have ten people with the software installed on their PCs, then ten licenses need to be purchased. One copy is a license for just one user and his/her PCs only.
I downloaded the installation EXE but I get the message "Not a valid WIN32 program" What do I do?
The message "not a valid win32 app" means that the download was not successful. Delete the file you downloaded and tried to run. Then you go to our downloads page and log in using your order number and the password you were sent or using your email address. This is from an alternate server that is faster and should not have any download problems.
If you still have a problem with the download, then it is most likely your anti-virus modifying the program so it will not run. In this case, either turn off your anti-virus and redownload again or save the download as a TXT and then rename back to EXE when the download is complete on a new download.
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