Our Basic Troubleshooting Guide for Office Applications
From experience, we know it’s safe to say that the Microsoft Office suite is still to this day, the most commonly sought-after piece of typewriting software on the market, with most Users choosing Office applications such as Word, PowerPoint, Excel, Teams, and Outlook to keep their businesses afloat, whereas a small handful of Users prefer LibreOffice, WPS Office, Apache OpenOffice, and ClickUp based alternatives.
While these applications stand as decent alternatives, nothing is ever going to beat that classic feeling of living in the ’90s. Imagine, you are sitting at home, about to start some work and you walk over to that big Windows 95 ‘box-looking computer’, press the chunky power button and wait patiently for the start-up noise to commence and the computer to finish booting.
Once booted, you smile with joy at the sight of the Microsoft Office suite already loaded on there. Those were the days, right? Floppy disk drives were a thing too if anyone remembers them haha.
This being said the vast majority of businesses favour common applications such as Word, which is statistically the number one most used office application out of the bunch, with a staggering User base of 17.72% or 1.4 billion users worldwide respectively.
This includes 600,000 businesses in the United States alone. Other Microsoft software applications such as Excel, PowerPoint, and Teams are not as frequently used though, they come in as a close second.
Taking into consideration the number of Users who actively engage with Microsoft Office Applications we feel it’s essential that we prepare our clients, so they are ready in case a software issue occurs.
We have successfully done this by both creating and developing this masterpiece troubleshooting which contains all the super useful, basic, and most up-to-date information including current software issues, and a step-by-step way on how to fix them. So let’s dive in!
The most common issues related to Microsoft Word (2024)
Too many tracked changes or comments cause Word to become slow and stop responding.
Versions affected: Word for Microsoft 365, Word 2019, Word 2016, Word 2013, and Word 2010.
Please be aware if you are reviewing a document for either a friend or a client and you are tracking the changes you are making and adding comments as you go along, then we strongly advise that you proceed with caution as recent User reports are showing that this is causing ‘Microsoft Word’ to slow down or stop responding.
We recommend that you edit a different Word document to the one where this problem is occurring so that you make sure all the relevant options in the steps above are selected beforehand to keep Word up-to-date to prevent this issue from occurring again.
Troubleshoot Solution 1: Keeping Microsoft Word up-to-date.
1. Close down Word on your laptop, desktop, and any other device with Windows OS installed on there. If you are on a laptop or desktop PC, the best way to do this is by pressing CTRL, ALT, and Delete and clicking ‘Task Manager.’
Then under ‘apps’ look for Word. Or if Word does not appear under apps then you will need to look under ‘background processes’ to find it. Once you have found Word you will need to ‘right-click’ and then click on the option that says ‘end task.’ See Figures 1 and 2.
Figure 1: Closing down ‘Word’ using Task Manager.
Figure 2: Select ‘End task.’
The reason we advise it is better to close down Word through ‘task manager’ is because this eliminates all processes associated with the application, whereas if you went ahead and simply pressed the ‘close’ button in the top right-hand corner, some processes would continue to run so you will likely find that the same issue occurs again due to this. So always remember with this type of issue to use ‘task manager.’
2. Now that you have shut down Word. Open Word back up and head to the ‘Review’ tab. Once there, select the option ‘all-markup’ in the ‘tracking group.’ See Figure 3.
Figure 3: Enable ‘All Markup’ feature.
3. Then you need to select the option ‘Show Mark-up’ and click ‘Balloons’ and set this option to ‘Show only comments and formatting in balloons.’ See Figure 4.
Figure 4: Select ‘Show Only Comments and Formatting in Balloons.’
4. Close down and re-open the same document where this issue originally occurred and add some additional comments and tracked changes to see if this problem has been fixed.
Mail merge error when multiple users access the same data source.
Versions affected: Microsoft 365, Word 2019, Word 2013, Word 2016, and Word 2010.
Mail merge is a super useful feature to have as it allows you to simultaneously create a series of documents that are personalized for each recipient. For example, one document may contain names, addresses, and contact information specific to an individual. Mail merge allows you to do this with ease and works perfectly with most email platforms too which is excellent for email marketing. Gmail and Outlook are the best and most compatible two.
For reference, ‘mail merge’ is a life-saving tool to have on your belt, especially if you are in a rush for a meeting and you need to quickly send several bespoke documents to a client or work colleague. However, we know you will be relieved to hear that there is light at the end of the tunnel and we have a solution!
Before we jump into the solution, imagine you have a mail-merged Word document open and the data for this document is contained in an Excel spreadsheet, saved in a shared folder and multiple users including yourself attempt to open the same document.
There is a high chance that you will be presented with an error message saying “External table is not in the expected format.” This is a relatively new issue so not many users may have not yet experienced this. So we feel it is important to address this potential error now.
Troubleshoot Solution 1: Mail Merge Formatting.
1. Open the original spreadsheet in Excel and save it as a .csv or an .xls Excel 97-2003 Workbook file. Then close the document and open the document you just saved. See Figures 1 and 2.
Figure 1: CSV (MS-DOS) file save selection.
Figure 2: Excel 97-2003 file save selection.
This problem should now be fully fixed and you can continue to save, share, and collaborate with multiple users without this error re-occurring.
Corrupted documents in Word and how to troubleshoot them.
Versions affected: Word for Microsoft 365, Word 2019, Word 2016, Word 2013, and Word 2010.
When a Word document becomes damaged this can be due to malfunctions in the software, file system errors, incorrect formatting of the document, accidental deletion, your Word application needs an update, or the drivers in ‘device manager’ need to be updated.
The behaviours of a corrupted Word document include:
· Page numbers being repeatedly re-numbered.
· Page breaks being reversed.
· The layout and formatting of the document changes.
· Characters on the screen become unreadable.
· Error messages suddenly appear when carrying out certain tasks.
· The document suddenly stops responding when trying to save files or click on certain functions.
· Other unexpected behaviours can occur outside of the application itself.
With all of this in mind, the good news is we have multiple successful solutions to troubleshoot this problem. So let's get started!
Troubleshoot Solution 1: Open the corrupted document in draft mode.
1. Start up the Microsoft Word application.
2. Navigate to the view tab and in the ‘views group’ select ‘draft’ which appears underneath ‘outline’ mode. See Figure 1.
Figure 1: Draft mode view.
3. Now that you are in draft mode, navigate to the file tab in the top left-hand corner, select ‘options’ and then click on ‘advanced.’
You should see a section that says ‘show document content.’ In this section select the option ‘Use draft font in draft and outline views’ and in Word ‘Options’ select ‘show picture placeholders.’ See Figure 2.
Figure 2: Select ‘Show picture placeholders.’
4. Scroll down the section that says ‘general’ and deselect the option ‘update automatic links at open.’ Confirm this selection by clicking ‘OK’ and close Word. See Figures 3 and 4.
Figure 3: Deselect ‘Update automatic links at open.’
5. Open up the corrupted Word document again, and check for any abnormal behaviours. If none show then you have completed the steps above correctly.
Troubleshoot Solution 2: Place the corrupted Word document onto a blank page.
1. Navigate to the ‘insert tab’, hover over ‘insert object’, and then choose the ‘text from file’ option. See Figure 1.
Figure 1: Insert ‘Text from File.'
2. In the ‘insert file box’, find the corrupted document and select ‘insert.’ See Figure 2.
Figure 2: Insert Text from Corrupted Word Document.
Troubleshoot Solution 3: Generate a link to the corrupted document.
1. In Word navigate to the File Menu tab, click ‘new’ and select ‘blank document’ then ‘create.’ This automatically creates a blank Word document.
2. Type a few words in the new document you created i.e. ‘Digital Marketing rocks.’ Then head over to the ‘file tab’ and select ‘Save As’ in the menu. Type in a filename you wish to use for this document and click Save. Next, we need to generate a link to the corrupted document:
1. Highlight the text you typed in the previous steps then navigate to the ‘Home’ tab and click ‘Copy’ in the Clipboard Group. See Figure 1.
Figure 1: The ‘Copy’ function will only work if the text is highlighted.
2. Navigate to the File Menu tab, click ‘new’ and select ‘blank document’ then ‘create.’ This automatically creates a blank Word document.
3. Whilst on the ‘Home’ tab hover over the arrow located below the ‘Paste’ function in the Clipboard Group and select ‘Paste Special.’ Then click ‘Insert.’ See Figure 2.
Figure 2: Select ‘Paste Special’ Function.
4. In ‘Paste Special’ click the ‘Paste Link’ function and choose ‘Formatted Text (RTF).’ Then click ‘OK.’
For the ‘Paste Link’ function to work, you need to make sure once you have copied the ‘text’ you typed, that you create a blank Word document first before using the ‘Paste Special’ function.
Troubleshoot Solution 4: Alter the link to the corrupted document.
1. Highlight the linked text from the previous steps and right-click. Look for the ‘linked document object’ and click ‘links.’ See Figure 1.
Figure 1: Linked Document Object - Select Links.
2. When in the links section, alter the ‘filename’ corresponding to the document you linked in the previous steps and click ‘change source.’ See Figures 2, 3 and 4.
Figure 2: Click Change Source option.
Figure 3: Rename File.
Figure 4: Open Renamed File.
3. In the ‘change source’ dialog box, select the corrupted document that was unable to be opened and click open. Then click ‘OK’ to close the ‘links’ dialog box.
4. Right-click on the text containing the link you just made in the steps above, hover over the ‘linked document object’ option and select ‘links.’
5. In the pop-up box, select ‘Break Link.’ And click yes. See Figure 5.
Figure 5: Select Break Link.
Troubleshoot Solution 5: Recover text from any document converter.
The ‘recover text from any document converter' solution is only proven to work on certain versions of Word, and this process does come with its fair share of restrictions. So we don’t recommend this as the best solution to use though we have added this for your reference.
When you use this method you lose all document formatting. However, anything that is not classified as a ‘text’ based object will remain in the document as is.
If you are still happy to proceed with this troubleshooting method, follow the steps below:
1. Go to the ‘file’ tab and click ‘open.’ In the ‘file types’ section, select ‘Recover Text from Any File.’ See Figure 1.
Figure 1: Select Recover Text from Any File.
2. Choose the document you wish to recover text from and click ‘open.’
Once you have recovered your document, please be aware that some binary data has not been converted during the process. The binary text data can be located at the top and bottom of your Word document. To avoid any errors, this binary text must be removed before you save the file as a Word document.
Ways to open a damaged Word document.
Versions affected: Word for Microsoft 365, Word 2019, Word 2016, Word 2013, and Word 2010.
Some users are experiencing a problem with their Word document becoming corrupted to the point where they are unable to open it. We understand how frustrating unexpected issues like this are, so we have put together some simple yet effective troubleshooting methods that will help you resolve this issue quickly.
Troubleshoot Solution 1: Fixing underlying causes.
1. Create a fresh Word document from the ‘file’ tab, then click ‘new’ and select ‘blank document.’
2. Once a new Word document has been created, we need to open up the corrupted Word file. To do this click the ‘file’ tab again and then navigate to the damaged Word document and click ‘open.’
3. Now you need to press ‘CTRL’ + ‘A’ (select all text), then CTRL + ‘C’ (copy all text) and CTRL + ‘P’ (paste all text) on your keyboard. This will highlight, copy, and paste all the text into your new document.
4. Copy and paste all text from the damaged Word document and paste in the new one you created in step 1.
In case your document does contain section breaks, copy the text between the section breaks. Please do not copy the section breaks and paste them into your new document as this could damage it.
Instead, navigate to the ‘views’ tab and click ‘draft view.’ This way when you copy and paste the contents of the corrupted document to the new document, this will prevent you from transferring the section breaks and potentially causing damage to the new document. See Figure 1.
Figure 1: This is what draft view looks like.
The most common issues related to Microsoft PowerPoint (2024)
Unable to launch an add-in after you lower the Macro security level.
Versions affected: all versions of Microsoft PowerPoint.
Another issue users are reporting is that when they go to decrease their Macros security level and launch a PowerPoint add-in file, their changes are not being applied and therefore the PowerPoint add-in file is not running as it should be.
When this happens an error message appears saying “PowerPoint couldn’t load the add-in file name.”
A problem like this will usually occur if a user attempts to launch a PowerPoint add-in file through the ‘open command’ feature on the File menu while the Macro security level is set to High.
If a user does decide to lower their Macros security level at any point, the downside to this is it will prevent many features included in Microsoft’s word-processing software from working as intended. So please proceed with great caution.
Also, whenever a user attempts to launch an add-in file, and this add-in has not been launched correctly due to the change in Macro security levels, PowerPoint will temporarily store ‘cache data’ on the error. To clear ‘Cache data’ for program files on a Windows PC, please follow the steps below:
1. Open up ‘Settings’ and click ‘System.’ See Figure 1.
Figure 1: Settings, System Settings - Cache data clearing process.
2. Then hover over and select ‘Storage.’ In the Storage section you should see a tab that looks like this (see Figure 2).
Figure 2: System Storage - Settings.
3. Now click on ‘temporary files’ and select all the options of ‘cached’ data you would like to clear. The ‘cache’ for apps is in Figure 3.
Figure 3: Clear Temporary Files.
4. Once you have selected all ‘cached data’ you want to clear, click ‘Remove Files.’ All cached data will be cleared.
Going back to the issue Macros issue. Some users may be wondering what is Microsoft Macros Technology?
Macros is a Wonderful feature built into all of Microsoft's word-processing software, and is primarily designed as an automation tool that simultaneously completes a wide variety of background tasks without the need for user input i.e. running multiple commands without the need for code and increased security by preventing third-party add-ins from running depending on the security levels.
Now, let’s make a start on resolving this problem using just one step.
1. Once you have successfully cleared all ‘cached’ data in the steps above. Restart your PC. Once restarted, re-attempt to open the ‘add-in’ file and check for any errors. If no errors appear then this issue has been resolved.
The issue you are experiencing with Macros should now be fixed though if further errors do occur then we need to know about this so we can update our system and guide you through on how to fix them. So please contact us at: rivertechdigital2023@gmail.com or use the contact form on our website and we will assist you with this right away.
Error when attempting to use videos as slide backgrounds in PowerPoint.
Versions affected: Outlook 2016, Outlook 2013, Microsoft Outlook 2010, and Outlook for Microsoft 365 and Outlook 2019.
With Microsoft PowerPoint leaning more toward the media side with its clean and crisp user interface and plenty of media and typewriting tools to choose from, this popular piece of software is favoured by many users worldwide even with its slight quirks and limitations.
A common problem that has been around since PowerPoint’s launch back in 1987 is whenever users attempt to place a video as a slide background, they will receive an error message saying “This image cannot currently be displayed.” Unfortunately, this is because PowerPoint has never supported the use of videos as slide backgrounds. And never did.
Although, on the bright side there are alternative ways to achieve the same outcome.
This solution is not compatible with previous versions of PowerPoint. However, we recommend that you use the PowerPoint viewer under the ‘view’ tab to start a slide show. The most recent version of the PowerPoint viewer is compatible with the following steps.
1. Navigate to the slide you would like for the video to play in the background. Move your cursor over to the ‘insert’ tab and in the media section, click ‘video’ and then select the option ‘video from file.’ Pick the video you wish to use and click ‘insert.’ See Figure 1.
Figure 1: Insert video into PowerPoint.
2. Select video tools in the ‘playback’ tab, located under the ‘video options’ section. Choose either the ‘on click’ or ‘automatically.’ From the start list. See Figure 2. If you would like the video to repeat automatically then select the ‘loop until stopped’ function.
Figure 2: Selecting the appropriate Video Options.
3. Ponting your attention to the ‘slide show’ tab. Find the ‘set up’ section and uncheck the box that says ‘show media controls.’ This stops the view controls from showing when moving your cursor over the video during playback. See Figure 3.
Figure 3: Deselect ‘Show Media Controls’ option.
4. Head to the ‘home tab’, in the ‘drawing group’ section, click ‘arrange’, and choose the ‘send to back’ option.
The video can be added to Slide Master if you would like the video to be present on every slide. The only downside is when the slide show proceeds to the next slide, your video will start from the beginning.
Error message appears when trying to start up Microsoft PowerPoint for Mac.
Versions affected: PowerPoint for MacOS.
While most of this guide covers issues related to using Microsoft Office applications running on Windows OS, we occasionally find users reporting problems who are running versions of Microsoft Office on MacOS, too. But hey, with every problem, you will often find a solution right around the corner. And we already have a solution for you!
But let’s take a look at this scenario first. You attempt to launch PowerPoint for MacOS and you are presented with an error message that says “Microsoft PowerPoint has encountered a problem and needs to close. We are sorry for the inconvenience.” PowerPoint then proceeds to close and you are left baffled as to why this issue is happening in the first place.
Well, we have done some investigating and found the reasons for this issue are as follows:
· The PowerPoint settings are corrupted.
· Programs running in the background are misbehaving and causing interference.
· The application files are damaged and need repairing. Or worst case scenario the PowerPoint application will need to be deleted and installed again.
· Your user account profile is corrupted and needs attention.
Unfortunately, this is a common issue that primarily affects all versions of MacOS running PowerPoint for Mac, and many users have been experiencing the same problem. So, let's begin!
Troubleshoot Solution 1: Close down all applications and windows.
1. Navigate to the ‘Apple menu’ and click ‘force quit.’ You can open the Apple menu by selecting the mini Apple logo in the top-left-hand corner of your screen. Once clicked, a menu will appear showing all currently running processes.
Please make sure by this point that you have gone through and saved any important files that need saving first. If so then you can ignore this prompt and continue with the steps below. Select each application and click ‘force quit.’
Please note that due to the nature of the ‘Finder’ window being an integrated part of the MacOS operating system. ‘Finder’ cannot be closed down.
2. Now that you have gone through and ‘force quit’ all applications including all Microsoft Office-based ones. Click the ‘red button’ in the top-left or right-hand corner of the screen, depending on where you have the ‘force quit’ menu positioned. This will close down the menu.
Troubleshoot Solution 2: Remove all PowerPoint preferences.
1. Find the ‘go’ menu which you can do by opening up ‘Finder’ and clicking ‘go’ in the navigation bar that appears at the very top of the screen. Once you have clicked ‘go’ select the option labelled ‘Open Library.’
2. Open up the ‘Preferences’ folder and then click on the folder titled ‘Microsoft.’ Look for a file called ‘com.microsoft.powerpoint.prefs.plist’ then click and drag this file to your Desktop.
3. Now for the moment of truth. Start-up PowerPoint and see if the same issue happens again. If not, the problem has been successfully fixed, and PowerPoint should now be running normally.
Should the problem persist then close down PowerPoint and restore the file to its original location. To do this you need to:
· Open up the time-Machine application by clicking on ‘Launchpad’ and selecting PowerPoint application. *Note: this will only work if there is a backup available.
Look through all snapshots and backups of the application using the timeline and arrows. Select the point where you need to restore and click restore.
4. Now re-open PowerPoint and check for the same issue again. This time the issue should be fixed. However, we all know how ‘fun’ computers like to be for us at times and they will do almost everything to push our patience. If the problem still occurs then please follow the troubleshooting steps below.
Troubleshoot Solution 3: Create a new user account.
In some cases, it’s not unusual for this type of problem to occur as a result of a user’s data being corrupted. This has been proven to greatly affect installing new applications, starting them up, and creating issues when using them.
To know for sure whether this is the reason why PowerPoint is not starting up, you need to create a new user account and then attempt to boot up PowerPoint from there. To do this:
1. Hover your cursor over the ‘Apple menu’ then ‘System Settings.’ Click ‘Users & Groups’ in the sidebar, then select ‘Add User’ or ‘Add Group.’ For this you need to choose the ‘Add User’ option.
Should the issue no longer continue then, the problem was a result of all the data in the User’s home folder being corrupted. If so and your original user account was the cause of this, or the problem still occurs, you can continue troubleshooting through your new user account instead.
Troubleshoot Solution 4: Action the ‘Repair Disk Permissions’ option.
The ‘Repair Disk Permissions’ solution only works for MacOS systems running 10.2 or higher and newer versions. Please make sure that you are running the latest version of Microsoft PowerPoint for Mac and that all your application preferences are set correctly otherwise PowerPoint may run slower than usual.
If you are still happy to proceed with this troubleshooting method then follow the steps below:
1. Navigate to the ‘go’ menu. If you are unsure of how to do this, please take a moment to refer back to the previous troubleshooting steps we addressed for PowerPoint earlier. When you are in the ‘go’ menu, select the ‘utilities’ function. *To make life even easier, you can just use the Launchpad.
2. Launch the ‘Disk Utility’ application. Select the main disk drive for your computer (the very first one).
3. Click the tab that says ‘first aid’ and choose ‘Repair Disk Permissions.’
The Disk Utility Application repairs dedicated Apple Software only. This being said Disk Utility will also repair folders, such as the Applications folder but not software that is in your home folder.
Troubleshoot Solution 5: Uninstall and reinstall Office.
To uninstall any application on MacOS you need to follow these steps:
1. In your new ‘User’ account. Locate the application by heading over the clicking the ‘Launchpad’ icon in the bottom navigation bar (apps).
2. Then find the PowerPoint application and press down on the mouse pad until you see the icons begin to shake.
3. Click the small ‘x’ on the PowerPoint application and click ‘OK’. Congratulations you have now successfully uninstalled Office.
4. Alternatively, open up ‘Finder’ and click on the ‘Applications’ tab. Find PowerPoint and drag the application to the ‘trash can.’ We recommend restarting your computer before completing the next steps.
5. Now you need to re-install. You can do this by either purchasing the application in the ‘Apple Store’ or heading to the website you previously downloaded the application from or re-downloading the PowerPoint application from there.
6. Once installed, open up PowerPoint again, and providing you followed the steps above whilst being logged into your new user account this issue should no longer occur.
PowerPoint becomes unresponsive (MacOS).
Versions affected: PowerPoint for MacOS.
This is a common problem many users are facing, though with every problem a solution is never too far away. In this case, we already have a solution for you.
Picture this. You have just installed Office for Mac on your computer and you want to open up PowerPoint so you can create a fresh presentation for that business meeting you have the following morning.
You proceed to launch the PowerPoint application and you are greeted with an unexpected surprise. Suddenly you see a message at the top saying “not responding”, and the whole PowerPoint application freezes up! Yikes!
You are now sitting there clueless, twiddling your thumbs while staring at the frozen screen trying to find a solution to this problem. Eventually, you feel relieved because you came across our detailed guide and you have peace of mind knowing that we have multiple solutions to fix your problem. You’re welcome. Please follow the steps below:
Troubleshoot Solution 1: Verify the label of your storage drive (HDD or SSD).
If you choose to rename your storage device, the name needs to be short and simple. Numerical values can be used although text also needs to be used to create a combination of both. Special characters like; full stops, commas, semi-colons, quotes, etc. must not be used.
1. Begin by closing down all applications. You can do this by heading over to the ‘Apple Menu’ and clicking ‘force quit’ like we mentioned earlier. Or even quicker hold down ‘Option (alt key)’ + ‘Command’ + ‘ESC.’ And select all apps. Click ‘force quit.’ ‘Finder’ cannot be closed down as it is required for the operating system to run smoothly.
2. With ‘Finder’ still open by default, move your cursor to the ‘Devices’ section located in the left-hand side menu. Find your storage device which should be labelled ‘Macintosh HD.’
3. Right-click and press down on the name. You should see the ‘Macintosh HDD’ text highlight blue. At this point, you can go ahead and start renaming your drive. When you have finished renaming your drive, close the application window.
Troubleshoot Solution 2: Relocate Auto Recovery Files.
If you have ‘Service Pack 2’ (SP2) installed, you will find some files will have different locations. To see whether Service Pack 2 is installed, find and launch PowerPoint, then select ‘About PowerPoint’ in the PowerPoint menu. If your application version number reads 14.2.0 or above, you have Service Pack 2.
Before we begin, please check the user\Documents\Microsoft User Data\Office 2008 AutoRecovery folder or the Office 2011 AutoRecovery folder to see how many files are in both of these folders as if too many are present, the files will load into the system memory when PowerPoint launches. This will likely cause memory and save file problems to occur.
We recommend moving all AutoRecovery files present in one of these folders to the Desktop or a separate folder to see if these files are the cause of the problem.
If you have version 14.2.0 (also known as Service Pack 2) installed, you can empty the AutoRecovery folder by following the key stages below:
1. Open ‘Finder’ and close all running applications. Then navigate to the ‘File Menu’ and select ‘New Folder’. You will see this folder appear on your desktop. Please hover over your New Folder and rename it to something more appropriate.
2. Hover over the ‘Go’ Menu in the navigation bar at the very top of your screen. Then select ‘Home’ and choose ‘Open Library.’ In Mac OS X Lion the Library folder is hidden by default. To make this folder appear, please hold down the OPTION key as you click the ‘Go’ menu.
3. Click ‘Open Application Support’ and select ‘Microsoft.’ Then proceed to open ‘Office 2011 AutoRecovery and hover over the ‘Edit’ menu.
4. In the ‘Edit’ menu, choose ‘Select All’ and drag all files to the New Folder you created, located on your desktop. This folder should be empty.
5. Launch Excel for Mac 2011 and attempt to save one of the files. If saving a file works, then you need to review all files in the new folder on your desktop and choose which files you would like to keep. If this issue still occurs proceed with our troubleshooting steps below.
Troubleshoot Solution 3: Revert all PowerPoint Settings.
If you have previously opened and set up preferences in PowerPoint for Mac, removing those preferences could reset any customisations that have already been made to elements such as toolbars, custom dictionaries, and keyboard shortcuts.
1. Begin by pressing the ‘Option’, ‘Command’, and ‘Esc’ keys at the same time. This will bring up the ‘force quit’ menu. From there you need to close down all ‘Microsoft’ based applications. Please be sure to save your work to prevent it from becoming lost, or even damaged.
2. Once in the ‘Go’ menu, select ‘home’ then navigate and select the ‘Library’ folder. If you are running Mac OS X Lion the ‘Library’ folder is hidden by default. To make this folder appear, hold down the ‘OPTION’ key as you click the Go menu.
3. Find the ‘Preferences’ folder and look for a file called ‘com.microsoft.powerpoint.prefs.plist.’ Once you have found this file, drag it to your desktop. If the file does not appear then this means PowerPoint is still using its original ‘preferences.’
4. Launch PowerPoint, and see if the problem continues. If so, close down PowerPoint, and move the file back to its original location. If there are no further issues then you can move the com.microsoft.powerpoint.prefs.plist file to the trash can on your desktop.
5. Now that the ‘PowerPoint’ for Mac software is working, close all Microsoft Applications using the ‘Finder’ method, head over to the ‘Go’ menu, and select ‘Home.’ As soon as you have done this, open the ‘Library’ folder again and click ‘Preferences’ and then select the ‘Microsoft’ folder.
6. Launch either Office 2008 or 2011 and search for a file called ‘PowerPoint Toolbars.’ If the file is present in this folder, move the file to your desktop and launch PowerPoint. If the issue no longer persists then you have successfully fixed this problem. If the problem still occurs, please continue.
Troubleshoot Solution 4: Set up a new user account.
Referring to the points we mentioned under “Error message appears when trying to start up Microsoft PowerPoint for Mac” in “troubleshoot solution 3: create a new user account.”
We know that this problem can sometimes occur due to a user’s data being corrupted.
For steps on creating a new user account, please navigate back to the “Error message appears when trying to start up Microsoft PowerPoint for Mac” header and check “troubleshoot solution 3: create a new user account.”
The most common issues related to Microsoft Excel (2024)
Error appears when using ‘Auto-Complete’ in Excel.
Versions affected: Microsoft Excel Windows (all versions).
Microsoft Excel is one of the best, most sophisticated, and user-friendly pieces of software on the market. And one of my personal favourites. And if you are a business owner like me and you actively spend a fair amount of time crunching numbers into spreadsheets, this tool comes in super handy.
As this issue affects all versions of Excel, we ask that if you are no longer experiencing this problem, please kindly let us know by contacting us at: rivertechdigital2023@gmail.com or use the contact form on our website so we can periodically update our systems.
The ‘Auto-Complete’ error occurs each time a user types the first three characters into a ‘cell’ and those characters match an existing entry which causes ‘Auto-Complete’ to stop filling in the remaining characters.
The reason for this is that the characters in a specific cell i.e. ‘cell A5’ are all uppercase, and the characters in another cell for example ‘A4’ are all lowercase. In this instance, Excel will automatically think that your first row is a ‘list header row’ and the algorithm for the ‘Auto-Complete’ feature will begin to stop showing predicted text results while the first row is considered a list header row.
If you are currently experiencing this problem then we highly recommend using the following troubleshooting steps:
1. Please make sure if you have a workbook currently open that it is saved then proceed to close Excel. Then start Excel back up and create a new ‘Workbook.’ See Figure 1.
Figure 1: Creating a New Workbook.
2. In cell A4 type ‘MARKETING’ in all uppercase letters. See Figure 2.
Figure 2: Cell A4 Data Entry.
3. In cell A5 type ‘marketing’ in all lowercase letters, but do not press the enter key. See Figure 3.
Figure 3: Cell A5 Data Entry.
After step 3 ‘Auto-Complete’ will add the characters ‘dIGITAL MARKETING’ into cell A4.
Error message appears when workbook ‘list separator’ is not configured correctly.
Versions affected: Excel 2016, Excel 2013, Excel 2010, Microsoft Office Excel 2007, and Microsoft Office Excel 2003.
Often you will find that when you are inputting both data and formulas into a cell, error messages will appear from time to time. For example, in this scenario, you insert a formula into cell ‘A4’ and input a symbol into that formula that Excel doesn’t recognise.
An error message appears saying “We found a problem with this formula. Try clicking ‘Insert Function’ on the Formulas tab to fix it, or click Help for more info on common formula problems."
Now this issue commonly occurs for two reasons:
Reason 1: Windows ‘List Separator’ in Regional Settings does not correspond with the formula you are typing into your Excel spreadsheet.
Reason 2: In Excel Advanced Options, if the ‘Use System Separators’ option is selected then this will cause the same error to occur.
Troubleshoot Solution 1: System Separators.
1. Navigate to the ‘file’ tab in the top left-hand corner of your screen in the application window and click ‘Options.’ Then click ‘Advanced.’ You will see a group called ‘Editing Options.’ In this group you need to see whether ‘Use system separators’ option is selected or unselected. See Figures 1 and 2.
Figure 1: Setting the correct options - Navigate to ‘Options’ tab.
If unselected then you will need to make sure this option is ticked. With this option enabled, you can decide if you want Excel to use the ‘Windows Regional Settings’ and select which ‘Thousands’ separator you wish to use.
Figure 2: Use System Separators Option - Make sure this option is checked in Microsoft Excel first.
2. Navigate to system settings by clicking ‘Start’ and then select ‘Settings.’ Click on the ‘Time & Language’ tab. If you are using Windows 10 + 11 then you will see this tab as soon as you open Settings. If you are unable to find ‘Time & Language’ or are using earlier versions of Windows then type ‘Time & Language’ into the search bar instead.
3. Once you are in ‘Time & Language’ settings, click ‘Language and Region’ and select ‘Administrative Language Settings.’ Make sure you are in the ‘Format’ tab at the top of the small pop-up screen. Then click ‘Additional Settings.’ See Figures 3 and 4.
Figure 3: Administrative Language Settings.
Figure 4: Setting the List Separator.
Here you will find an option called ‘List Separator.’ To change the ‘List Separator’ to the symbol you are using in Excel. Type the symbol in the box using your keyboard or copy and paste. Refer back to Figure 2.
4. Click ‘Apply’ then select the ‘OK’ button. Navigate back to the Excel application and try including the separator again. This time round no error message should appear. You must use the same ‘Separator’ symbol in both Settings and Excel to avoid this issue from happening again.
Error message appears when launching Excel for Mac.
Versions affected: Excel for Mac.
This is a recent issue reported by Mac users running all versions of MacOS. When they go to launch the Excel for Mac Application, they are greeted with an error message that says, “Microsoft Excel has encountered a problem and needs to close. We are sorry for the inconvenience.”
If you are experiencing this issue then this is due to the following reasons:
· Excel for Mac settings and data are corrupted.
· Programs running in the background are misbehaving and causing interference.
· The application files are damaged and need repairing. Or worst case scenario the Excel for Mac application will need to be deleted and installed again.
· Your user account profile is corrupted and needs fixing.
To fix this problem please follow the troubleshooting steps below:
Troubleshoot Solution 1: Close down all running applications.
1. Press and hold the ‘Command’ and ‘Option’ keys. This will bring up the ‘Force quit application’ window.
2. Here you will see a list of all the applications running in the background. Move your cursor over each one, click, and select the ‘Force quit’ option. ‘Finder’ is an integrated part of MacOS and therefore cannot be quit by default.
3. Once all applications have been closed down, click the ‘red cross’ in the top right-hand corner of the ‘force quit application’ window and follow the steps below.
Troubleshoot Solution 2: Remove all existing preferences.
1. Make sure all applications are closed including all ‘Office for Mac’ based software.
2. Navigate to the ‘Go’ menu which is located in the navigation bar at the very top of the screen and click ‘Home.’
3. Open the Library folder by pressing and holding down the ‘Option’ key.
4. Select ‘Preferences’ and drag ‘com.microsoft.Excel.plist’ to your desktop. If you are unable to see the file, this means that Excel is using its ‘default settings.’ To fix this please see step 7.
5. Launch Excel, and check whether there are any issues.
6. If the issue is still present, then quit the Excel Application and move the ‘com.microsoft.Excel.plist’ file to its original location and proceed to the next step. If the issue no longer occurs then move the ‘com.microsoft.Excel.plist’ to the trash can.
7. Quit all ‘Office for Mac’ applications and restart your computer. You can do this by hovering over the ‘Apple’ symbol in the navigation bar at the very top of the screen and clicking ‘Restart.’
8. Find the ‘Go’ menu and select ‘Home.’ Open the ‘Library’ folder by holding down the ‘Option’ key. (This needs to be done with the ‘Go’ menu open).
9. Now you need to open ‘Preferences.’ Then click ‘Microsoft’ and drag ‘com.microsoft.Excel.prefs.plist’ to your ‘Desktop.’ If you are unable to locate the file. Please refer back to step 7.
10. Finally open the ‘Excel for Mac’ Application and look to see if the problem still occurs. If this issue continues, quit Excel and move the ‘com.microsoft.Excel.prefs.plist’ back to its original location. However, if this issue no longer continues, move ‘com.microsoft.Excel.prefs.plist’ file to the trash.
Troubleshoot Solution 3: Repair Disk Permissions.
This solution only works if your Apple pc runs Mac OS X 10.2 or later. If you have checked to make sure the version of Mac OS X you are running is the correct version and you are happy to proceed then please follow the stages below.
1. Locate the ‘Go’ menu using the ‘Finder’ navigation bar at the very top of your screen and select ‘Utilities’ in the menu. Then open ‘disk utilities.’ You can also do this by clicking the launch pad on the left-hand side of the ‘applications’ bar near the bottom of your screen, then select ‘disk utilities’ from there.
2. Select the main drive for your computer. It should be labelled ‘Macintosh HDD’ provided no previous alterations have been made to the name.
3. Navigate to and open up the ‘First Aid’ tab. Choose the ‘Repair Disk Permissions’ option.
4. Run Excel for MacOS to see if the issue is any longer present. If the problem is no longer there then you have completed the necessary troubleshooting steps. If the ‘error message’ still appears then continue with the troubleshooting solutions below.
Troubleshoot Solution 4: Create a new user account.
A key reason why Excel is not booting up is because the Users ‘data’ is corrupted therefore in this situation creating a new user account and launching Excel from there will fix this issue.
Hover your cursor over the ‘Apple menu’ and then ‘System Settings.’
Click ‘Users & Groups’ in the sidebar, then select ‘Add User’ or ‘Add Group.’ For this you need to choose the ‘Add User’ option.
*While you are on the ‘Add User’ or Add Group’ settings menu, you will need to ‘click the lock’ icon in the bottom left-hand side of the settings Window and insert your password to make changes.
If this problem no longer occurs after following all the troubleshooting steps so far then that is Amazing and you can ignore the final steps. However, if this problem still occurs then please proceed to the final steps.
Troubleshoot Solution 5: Uninstall and reinstall Microsoft Excel.
To uninstall any application on MacOS you need to follow these steps:
1. In your new ‘User’ account. Locate the Excel for MacOS application by clicking the ‘Launchpad’ icon in the bottom navigation bar (apps) on your desktop screen.
2. Then find the Excel for MacOS application, right click and press down on the mouse pad until you see the icons begin to shake.
3. Click the small ‘x’ on the Excel application and click ‘OK’. Congratulations you have now successfully uninstalled Office.
4. Alternatively, open up ‘Finder’ and click on the ‘Applications’ tab. Find PowerPoint and drag the application to the ‘trash can.
*We recommend restarting your computer after completing the next steps.
5. Now you need to re-install. You can do this by either purchasing the application in the ‘Apple Store’ or heading to the website you previously downloaded the application from or re-downloading it from there.
6. Once installed, open up Excel again, and providing you followed the steps above whilst being logged into your new user account this issue should no longer occur.
Excel not saving and applying changes to spreadsheets.
Versions affected: Excel for Microsoft 365, Excel 2019, Excel 2016, Excel 2013, Excel 2010, Microsoft Office Excel 2007, and Microsoft Office Excel 2003.
Often when you are working in a spreadsheet the workbook will save automatically as soon as you begin typing or inserting a new object.
The auto-save feature from experience is an absolute lifesaver though if you have spent a long time working on a spreadsheet and you want extra peace of mind knowing that all your work is saved, you will go ahead and attempt to save the file manually.
But then you notice Excel is preventing you from doing so and you receive an error message saying “document not saved.” In this instance, you are left feeling concerned about potentially losing all your hard work and wondering what to do next.
The main reason why this problem occurs is due to preinstalled third-party add-ons. To know if this is the problem, you will need to run Excel in safe mode and see if the same error message appears. By default, add-ons are pre-built into the Excel application to enhance the overall user experience by making more features available.
While these add-ons are developed to have no untoward effects on the functionality of the Excel application, some features like ‘file saving’ can be affected. To boot Excel into Safe Mode, you need to:
1. Quit Excel by clicking the ‘red cross’ in the right-hand corner of the application window.
2. In the ‘Start’ menu, type ‘Programs’ in the search bar, and click ‘Excel.’ As the Application launches press and hold the ‘CTRL’ key until you see a message that says “Excel has detected that you are holding down the ‘CTRL’ key. Do you want to start Excel in safe mode?”
3. Choose ‘yes’ and open a new ‘workbook.’ Have a go at saving the ‘workbook’ again. If Excel has allowed you to save the file then this issue has been fixed and you can ignore the troubleshooting steps below.
Now that you can save your workbook with no further problems, this means that one of the pre-built add-ons or an application file required for Excel to launch is the culprit.
To stop this problem from happening again, you must delete the add-on or start-up file. Once you have done this the Excel Application should launch normally. If you feel stuck at any point you can press F1 in Excel to open up the ‘Help menu’, type ‘Safe Mode’ in the Search window, and click Search to view the article.
Not all permissions are enabled. For example; Read, Write, Modify, and Delete must all be active and working to save files.
Use these steps to check whether these permissions are enabled and activate them:
1. Open up the ‘Start Menu’ and search for Excel. Right-click on the application and select ‘Open file location.’
2. Then right-click again over the application and select ‘Show more options.’ In the menu select ‘Properties.’ In the small window, navigate to the ‘Security’ tab and click ‘Edit.’ Here you will have a full list of controls to enable any permissions you choose.
3. Once you click edit, make sure ‘Everyone’ is selected in the ‘scroll menu’ at the top so you don’t have to go through and change all the permissions separately. Or if you are using a PC being shared by multiple users then make sure you click on your ‘User Profile’ instead.
4. Select ‘Read, Write, and Modify.’ The ‘Delete’ permission doesn’t sometimes show, so instead click ‘Full Control.’
5. Click ‘Apply’ and close down the ‘Permissions’ window. Launch Excel and look to see if the issue continues when you attempt to save your workbook.
Another reason why this error may occur is because your disk space is full and needs de-cluttering.
To free up space on your main disk drive you need to use the ‘Disk Clean Up’ tool or remove unused Applications from your PC. To do this:
1. Open the ‘Start Menu’ and type ‘Disk.’ The ‘Disk Clean-Up’ application should appear. Select the drive you wish to clean up from the drop-down and click ‘OK’. Then check all the boxes for stuff that needs cleaning off your computer.
2. Click ‘Clean up System Files’ and let the computer do the rest. Once your drive has been cleaned, select ‘OK.’ You may be presented with a message that says “Are you sure you would like to permanently delete these files?” Choose ‘Delete Files.’
Often this feature works wonders though if your pc storage is full to the brim, then the ‘Disk Clean-Up’ feature alone, will not work. You will need to proceed to remove unwanted programs. The best way to do this is by:
1. Clicking ‘Start’ and then typing ‘Control Panel.’ Once you are in the Control Panel window, look for the header that says ‘Programs’ and click ‘Uninstall a program.’ You will be presented with every application currently installed on your device.
2. Choose the application you wish to uninstall and click ‘Uninstall’ or ‘Uninstall/Change.’ And select ‘OK.’
3. Open Excel back up and try saving the file again. If you can save the file. Ignore the next steps.
Your Antivirus Software doesn’t like the file and stops you from saving it.
Your antivirus software may stop you from overwriting an existing save on a workbook. This is due to the way antivirus software rapidly scans any new files that show your PC including existing files on your device which can sometimes interfere with Excel’s ‘Save’ process and prevent the user from being able to save the file correctly.
To resolve this issue you will need to temporarily deactivate your antivirus software. If you are unsure of how to do this there are some useful articles on Google which can help.
If you and another user are using the same workbook and you are both saving the file at the same time, this can also cause the same error to occur.
To prevent this issue from re-occurring you need to make sure that if you and another user are editing the same workbook, only one of you saves at any one time. And if the file name exceeds 218 characters then you will not be able to save the file.
*We highly recommend keeping the file names short and simple, no more than 40 characters (39 words).
The most common issues related to Microsoft Outlook (2024)
An error occurs when sending email messages in Outlook.
Versions affected: Outlook 2016, Outlook 2013, Microsoft Outlook 2010, Outlook for Microsoft 365, and Outlook 2019.
Recently users have been reporting an issue where each time they click the send button on their emails an error message appears saying “The operation failed. The messaging interfaces have returned an unknown error. If the problem persists, restart Outlook.”
The reason for this problem is that both your Google Apps Sync for Outlook account and Exchange Server account are set up and linked in the same Outlook profile.
To fix this error you need to make sure that both your Exchange Server account and Google Apps Sync for Outlook account are created individually. To do this, set up a new ‘Outlook Profile’ and a new Google Apps Sync for Outlook account in one profile, as well as an Exchange Server account in a separate profile.
For help with adding a new email account, please follow the steps below:
1. Launch the Outlook Application. If you are using Outlook 2010, 2013, 2016, or 2019 then you will see an option in ‘Settings’ that says ‘Add New Account.’ If you are using ‘Outlook (New)’ which is the latest version, you will see all your accounts appear in the side menu. All you need to do is click ‘Add New Account’ and follow the steps. Please see Figure 1.
Figure 1: Add a new email account.
2. Then type in the email address you wish to use and click ‘Continue.’ See Figure 2.
Figure 2: Enter your new email address.
Once your new profile is set up, please keep in mind for future reference that the ‘Add Account' dialog box enables you to add more email accounts to your Outlook profile as and when needed. To create a new ‘Outlook’ profile you need to:
1. Hover your cursor over the Windows ‘Start’ button, right-click, and choose the ‘Run’ option. The ‘Run’ dialog window will then appear. See Figure 1.
Figure 1: Using Windows ‘Run’ dialog window.
2. Type “Outlook.exe/profiles” and press the ‘Enter’ key. Or click ‘OK.’
3. Name your new profile as appropriate and click ‘OK’. See Figure 2.
Figure 2: Name your new Outlook Profile.
Congrats. You have successfully created both a new email account and a new Outlook profile separately.
Outlook connection issues with Microsoft 365 account.
Versions affected: Exchange Online.
We have noticed a steady increase in users reporting connection issues when using Outlook through their Microsoft 365 account. While Microsoft 365 is a wonderful and convenient way to access and use multiple Office Applications on the go, because you are using a server-based ‘client’ (online) instead of a local PC ‘client’ (application) a consistent internet connection is required.
So if you are in an area with a weak Wi-Fi signal due to the weather, lack of cabling, damaged cabling, or too many surrounding structures, this will have a massive impact on your ability to use Outlook 365 and other apps.
If you are unsure whether your area has a weak Wi-Fi signal, we recommend that you check online for a service update on your internet provider's website, before you proceed with these key troubleshooting methods.
Troubleshoot Solution 1: Rectify issues with Software updates and User Profiles.
Running outdated applications on your PC is a common mistake that happens because a lot of users don’t think to check for software updates periodically and in some cases if you are a business owner like me; making a mistake like this can be a costly one!
Especially if you need to send a finished ‘proof’ or other important information to a client. In the same way, using a corrupted Outlook profile without realising, is another common mistake many users make too.
Usually, you will not be able to tell if an Outlook profile is corrupted until an issue such as this occurs. On the plus side, we have some quick fixes you can try:
1. Check to see if your PC is running the latest Windows Software. If not, then you need to update and restart your computer. Then check back to see if you are experiencing the same issue. See Figure 1.
Figure 1: Check for Windows Update - Download and Install if needed.
2. If this issue persists, then we strongly recommend looking to see whether there are any service issues with 365 which you can do online. However, if this problem no longer occurs then please continue browsing through our troubleshooting guide.
Problem occurs when launching Office Outlook.
Versions affected: Outlook for Microsoft 365, Outlook 2021, Outlook 2019, Outlook 2016, Exchange Online, Windows 11, and Windows 10.
Recently users have been encountering an issue where once they have added their ‘Microsoft Exchange’ email account to ‘Outlook’ and then launch the application, an error message appears saying “An unexpected error has occurred.”
The cause for this error message is surprisingly due to there being a ‘Unicode’ file destination included in the file path folder.
Assuming both your Windows device and your Microsoft Mantra ID are connected, and you attempt to log in to Windows with your Entra ID account details, your Windows user profile then becomes fully integrated (attached) with your Entra ID.
This will cause the same error message to pop up every time you launch Excel. And if a Unicode character is present in your Entra ID display name, your Windows User Profile will use this name also.
The good news is we have found a speedy solution to this problem which we have outlined in the key stages below:
1. Go to Start and type ‘Control Panel.’ Press enter and select ‘Change date, time, or number formats.’ The ‘Region’ dialog box will appear. See Figure 1.
Figure 1: Clock and Region - Change Date, Time and Number format option.
2. Hover your cursor over and select the ‘administrative tab’ then click ‘Change System Locale.’ The ‘Region Settings’ dialog box will show. See Figure 2.
Figure 2: Region Settings Configuration.
3. Make sure the ‘Use Unicode UTF-8 for worldwide language support’ is checked and active. To do this, open up the Start Menu, in the search bar type “language” and click on ‘Language Settings.’ Then select ‘Change System Locale’ and make sure there is a tick in the ‘Use Unicode UTF-8 for worldwide language support’ box. Click ‘OK’ and restart your computer. See Figure 3.
Figure 3: Make sure Unicode UTF-8 option is enabled.
4. Once your computer has restarted, launch the ‘Outlook’ application, and this time no error messages should appear.
5. Go back to ‘Region Settings’ and untick the ‘Use Unicode UTF-8 for worldwide language support’ option then restart your computer once more.
*Now every time you open the Outlook client no further errors occur.
Outlook 365 and 2016 for Mac Clients fail after launch.
Versions affected: Outlook 2016 for Mac and Outlook 365 for Mac.
Mac users have recently reported a problem when they attempt to launch Outlook 2016 for Mac or Outlook 365 for Mac clients they are greeted with the following error response:
“Exception Type: EXC_BREAKPOINT (SIGTRAP)
Exception Codes: 0x0000000000000002, 0x0000000000000000Application Specific Information: dyld: launch, loading dependent librariesDyld Error Message: Library not loaded: @rpath/osfcore.framework/Versions/A/osfcore
Referenced from: /Applications/Microsoft Outlook.app/Contents/MacOS/Microsoft Outlook
Reason: image not found.”
Both Outlook Client Applications then crash. This problem occurs because the main file system is case-sensitive. So if the file is called ‘OsfCore.framework.’ Outlook for Mac looks for a file named ‘osfcore.framework’ which it will be unable to locate in the Application System Folder.
To resolve this issue you need to do the following:
1. Open up Finder by clicking ‘Finder’ in the Applications bar at the bottom of your home screen. Then open the folder labelled ‘Applications.’
2. Right-click Outlook for Mac, and then click ‘Show Package Contents.’
3. Select the Frameworks folder, and look for the ‘OsfCore.framework’ file.
4. Click on ‘OsfCore.framework’, press the return key, and then rename the file to ‘osfcore.framework’.
We recommend using the ‘Disk Utility’ application as a way to check for case-sensitive formatting. To launch ‘Disk Utility’ navigate to the ‘Launch Pad’ and select your ‘hard disk drive partition.’ In the ‘Erase’ tab check to see which format the file system uses. If any case-sensitive options are selected, then you need to deselect all of them otherwise this problem could persist.
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