1. Administrator's Guide
  2. Troubleshooting

TroubleshootingWhen the Analyse-it tab is missing from Microsoft Excel, run the troubleshooter before anything else. It finds most installation problems and repairs the common ones, and it asks before it changes anything.

  • Download the troubleshooter from analyse-it.com/support/trouble-shooting. It is not installed with the software.
  • Sign in to the Windows account that has the problem. The troubleshooter can only check the account it runs in.
  • Close Microsoft Excel.
  1. Run AnalyseIt.TroubleShooter.exe, and answer the questions it asks as it runs.
  2. When it asks whether to start Microsoft Excel, click Yes and start Excel.
    The troubleshooter watches the start-up, then asks whether the Analyse-it tab appeared.
  3. When the report is ready, send it to us:
    • Click Send to support and enter your e-mail address so we can reply.
    • Click Copy to clipboard and paste the report into an e-mail to support@analyse-it.com.

    Send the report even if the problem is fixed, so we can find out what went wrong. A copy is also saved to %TEMP%\Analyse-it-troubleshoot.txt.

The report says whether the problem was fixed, and lists anything it found but could not repair.

If the Analyse-it tab is still missing, check the version installed, check Microsoft Excel and Analyse-it match, enable the add-in, and repair the installation.

Checking the version installed

Older versions stop loading after Microsoft updates Excel, so confirm which version is installed before you check anything else. The entry also tells you whether the 32-bit or the 64-bit version is installed.

  1. Open Windows Settings, and then open Apps (or Apps & features).
  2. Find Analyse-it for Microsoft Excel (32-bit) or Analyse-it for Microsoft Excel (64-bit) in the list of applications, and check the version number is 6.20 or later.
If the version is earlier than 6.20, or neither entry appears, install the latest version. See Installing the software.

Checking Microsoft Excel and Analyse-it match

A 32-bit add-in cannot load into 64-bit Excel, and a 64-bit add-in cannot load into 32-bit Excel. When the Analyse-it tab never appears and nothing else is obviously wrong, a mismatch is the usual cause. The single installer picks the matching version, so a mismatch normally means Excel was replaced, or the wrong Windows Installer package was deployed.

  1. Start Microsoft Excel.
  2. Click File, and then click Account (or Help on some versions).

    The version of Excel shows, and whether it is 32-bit or 64-bit.

  3. Check the version of Analyse-it installed has the same 32-bit or 64-bit label.
Excel must be 2013 or later, including Microsoft 365 desktop, and the two labels must match. If they do not, install the matching version of Analyse-it. See Repairing the installation.

Enabling the add-in

Microsoft Excel disables an add-in that crashes often, so that a faulty add-in cannot prevent you using Excel. Those crashes are frequently caused by another incompatible or unreliable add-in rather than by Analyse-it. Once Excel has disabled it, Analyse-it stays disabled until you enable it again yourself.

  1. Start Microsoft Excel.
  2. Click File, click Options, and then click Add-Ins.
    The installed add-ins are listed.
    excel add-in options

  3. If Analyse-it appears under Disabled Application Add-ins, enable it:
    1. In the Manage list, select Disabled Items, and then click Go....
    2. Select Add-in: Analyse-it for Microsoft Excel.
    3. Click Enable, click Close, and then click OK.
    4. Exit and restart Microsoft Excel.
Analyse-it starts with Microsoft Excel. If Excel disables it again, run the troubleshooter and send us the report, which shows what failed during start-up. See Troubleshooting.

Repairing the installation

  • You will need an administrator if the software is installed for everyone who uses the computer.
  • Close Microsoft Excel.

A missing or unregistered program file stops Analyse-it loading, and the troubleshooter cannot always replace it. Installing the software again replaces every program file and registers it again.

Note: Windows does not offer a repair option for Analyse-it in Apps, only Uninstall. Do not uninstall first: that tries to deactivate your license, and you would have to activate again afterwards.
  1. Download the same installer you used originally, or a later version.
    Use the single installer (.EXE) unless the software was installed for everyone who uses the computer, in which case use the Windows Installer package (.MSI) and the command an administrator deployed with. See Deploying the software.
  2. Run the installer and complete it in the same way as a first install.

    The existing files are replaced and registered again. Your license and saved settings are not changed.

  3. Start Microsoft Excel.
The Analyse-it tab appears on the Excel ribbon. If it does not, contact technical support and include the troubleshooter report. See Contacting technical support.

Contacting technical support

Contact us with any problem or question. If the add-in does not start, run the troubleshooter first and include the report: it contains the detail we would otherwise have to ask you for. See Troubleshooting.

Important: Do not ask us for your Site ID. It identifies your computer and Windows account, and only the software can show it.
E-mail support@analyse-it.com.