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1. Add-In Doesn’t Work or Crashes Word

Issue:
The add-in fails to launch or causes Microsoft Word to crash.

Troubleshooting Steps:

• Update Word: Ensure that you have the latest version of Microsoft Word installed. Office 365 users should automatically receive regular updates.
• System Requirements: Verify that your system meets all the minimum requirements needed for the add-in.
• Reinstall/Add-In Reset: If issues persist, try reinstalling the add-in.

2. Calculate Button Doesn’t Work (Subtotals/Totals Don’t Update)

Issue:
Clicking the Calculate button does not update the financial subtotals or totals as expected.

Troubleshooting Steps:

• Row Addition Method:
  • Correct Method: Rows must be added or deleted using the “Add Row” and “Delete Row” buttons in the add-in.
  • Avoid Native Tools: Ensure that you do not use Word’s native table editing tools for this purpose.
• Content Controls:
  • Verify that the “delete input fields” toggle has not been enabled, as this may remove the required content controls from the financial table.
• Cursor Position:
  • Make sure that the cursor is not still in the input field cell when clicking “Calculate.” If the cursor remains in the cell, recent inputs might be disregarded and reset to $0. Always click outside the cell to trigger the calculation.
• Identifying Calculation Issues:
  • If calculations continue to malfunction, identify which specific fields aren’t being included in the totals.
  • Highlight these fields (for example, in red) and email the document to our support team for further analysis.
• Fallback/Workaround:
  • As an alternative, try entering the values in the “Finances” tab and then create a new financial statement.
  • Important: Merge any unsaved changes to your finances profile first so you don’t have to re-enter previously added information.

3. Adding Rows Doesn’t Work

Issue:
Rows are not being added to the document as expected.

Troubleshooting Steps:

• Use the Add-In Buttons:
  • Always use the “Add Row” and “Delete Row” buttons provided in the add-in instead of Word’s native table editing tools.
• Automatic Formatting:
  • When rows are added using the correct method, the appropriate formatting (e.g., the dollar symbol and cell styling) should apply automatically.

4. Client Profile Updated but Information Isn’t Showing in the Document

Issue:
After updating the client profile, the changes are not reflected in the document.

Troubleshooting Steps:

• Document Update Note:
  • Changes made to the client profile after generating the document will not automatically update the document.
• Reset Button:
  • Use the “Reset” button in the add-in (located next to the Merge button) to refresh the document fields so that they match the current client profile.
• Merge Before Resetting:
  • If you have unsaved changes, be sure to merge them first; otherwise, they might be lost when resetting the document.

5. Information Filled into the Financial Statement Doesn’t Show Up in the Client Profile

Issue:
Data entered into the financial statement is not being merged into the client profile.

Troubleshooting Steps:

• Merge Data:
  • Ensure you have merged the financial statement information into the profile using the “Merge” button or by clicking on any red-highlighted items indicating unsaved changes.
• Verify Row Insertion:
  • Check that the rows have been added using the correct method and that the necessary content controls exist in the document.
• Refresh the Finances Tab:
  • After merging, refresh the “Finances” tab in the client profile to view the updated merged fields.
• Create a New Document:
  • If merging continues to fail, consider creating a fresh document and repeating the merge process.

For additional assistance or if these troubleshooting steps do not resolve your issue, please contact our support team with detailed information about the problem and the steps you have taken so far.

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