Skip to main content
Adaptive Insights
Knowledge and Support - Adaptive Insights

Troubleshooting OfficeConnect

Question

I am on the IT team and OfficeConnect users often ask for assistance with start up errors and other behaviors when working in the product. Do you have any troubleshooting steps that would be helpful?

Answer

Yes, please see the troubleshooting steps below.

Install Prerequisites

Helps with: Errors due to .NET, VSTO, or other security exceptions when installing

1. Download .NET 4.5.2 from HERE and VSTO from HERE.

  - These programs do require admin permissions on machines

2. Download OfficeConnect from HERE

  - This is the pre-user installation. The per-machine installation can be found from HERE.
 

Checking Excel Add-ins

Helps with: Add-in not loading properly when launching OfficeConnect Excel or other general errors

1. Close OfficeConnect and Excel (if running)

2. Open Excel and go to File>Options>Add-Ins

3. Under "Manage" at the bottom, click "Go..." with Excel Add-ins selected

 

4. If any are checked, uncheck them

 

 

5. Go back to File>Options>Add-Ins, change "Manage" to "COM Add-ins", click "Go..."

 


 

6. Uncheck any add-ins if any are present (it should be fine to keep "Adaptive Planning for Excel" checked)

 

6. Once all add-ins are unchecked, close Excel

7. Login to OC – does it work?

8. If not, please see next steps.

 

Uninstalling/Re-installing

1. Click Start>Control Panel>Programs and Features.

2. Search for OfficeConnect and uninstall.

 

3. Run OC installer: https://clickonce.adaptiveinsights.c...nnectSetup.exe

4. Login to OC – does it work?

5. If not, please see next steps.

 

Repair Microsoft Office

1. Click Start>Control Panel>Programs and Features.

2. Select Microsoft Office.

3. Click on Change button at top (or right-click menu option).

 

4. Choose the Online Repair option.

 

5. Login to OC – does it work?

 

Disable Macros

Helps with: Odd behavior when launching saved files or closing down OfficeConnect

1. Close down Excel and OfficeConnect if running

2. Go to your Start menu

3. In Search programs and files, type %appdata%\Microsoft\Excel

 

4. Hit Enter

5. Open the XLSTART folder.

 

XLSTART.jpg

 

6. Are there any files in this folder? If there aren't any files here, you can skip the remaining steps.

7. If there were files in the folder in #4, go back up one folder.

8. Rename the XLSTART folder to something like XLSTART.test.

 

 

9. Try starting up OfficeConnect Excel - does it work?

10. Try performing the action that created an error previously – does it work?

 

Information Gathering

If the above does not allow you to proceed, we would recommend submitting a ticket to Support (support@adaptiveinsights.com), including the information below:

 

1. Run the attached OCSystemChecker and send over the contents to us.

2. Trace files:

  • Run the attached SetOCTraceVerbose.cmd file (it will run very quickly).
  • Start OfficeConnect Excel and login to repeat the behavior.
  • Double-click the SetOCTraceDefault.cmd file.
  • Click Start, type %temp%, and press Enter.

 

 

  • Save the following files and send to us:
    • OfficeConnectExcelTrace.xml
    • Adaptive OfficeConnect_yyyymmddhhss.log file
    • Adaptive OfficeConnect _yyyymmddhhmmss_000_OfficeConnect.log
  • Was this article helpful?