ChartSmartXL Technical Support

Most Common Support Questions for Excel 2013

Common Problems & Questions

I upgraded to Excel 2013. Why can't I see the ChartSmartXL on my menu?

When you install a new version of Excel, the ChartSmartXL install files aren't automatically moved to the new startup folder. You can reinstall from the backup of the download you created, or if you no longer have said backup, you will have to do this manually.

How to Move ChartSmartXL Manually

1. Navigate to the c:\ Program Files (x86)\ Microsoft Office\ Office12,14\ XLSTART (Windows 7, 8, and 10)
- Excel 2007 files are in Office12
- Excel 2010 files are in Office14
- Excel 2013 files are in c:\ Program files\ Office15\ root\ office15\ XLSTART
- Excel 20163 files are in c:\ Program files\ Office16\ root\ office16\ XLSTART

2. Completely quit out of Excel. Copy the files and folders shown below:

chartsmartxl-file-location

3. Navigate to the C:\Program Files\Microsoft Office 15\root\office15\XLSTART (or C:\Program Files\Microsoft Office\office15\XLSTART). You may have to create an XLSTART directory.

4. Paste the files and templates into Excel 2013's XLSTART folder.

5. Once completed, restart Excel - you should see the ChartSmartXL menu in your Excel ribbon..

No ChartSmartXL menu appears

You should see this menu:

excel-2013-chartsmartxl-menu

 

One of these things has happened:
  • Excel 2013 64-bit doesn't give the installer Excel's install directory.
  • Excel disabled the ChartSmartXL
  • Installer placed XLSTART folder directly onto the C drive

  1. Excel 64-bit installed using Click to Run and additional manual steps are required to complete the installation.

    The files were installed in c:\ XLSTART:
  2. xlstart-chartsmartxl

  3. Copy and paste these files into Excel 2013's XLSTART folder:

  4. install-file-location

  5. Restart Excel 2013 to show the menu.
  6. Excel was installed using Click to Run and additional manual steps are required to complete the installation.

    Excel 2013 versions installed using Click-to-Run use a virtual file system which appears as a virtual Q drive. Unfortunately, you cannot access this drive and neither can the ChartSmartXL. Therefore, the ChartSmartXL need to be installed using an Alternate Startup Folder.

    There are three steps to this process:

    1. Click on My Computer, the C drive and the ChartSmartXL folder:

    If you have an XLSTART folder open it. It should look like this:

    install-file-location

    If you installed Office 2013 32-bit on Windows 64-bit, look here:
    c:\ program files (x86)\ microsoft office\ office15\ XLSTART

    If the ChartSmartXL file is missing, it is loaded in the QI Templates folder. Open the QI Templates folder and move the ChartSmartXL file into the XLSTART folder.

    If you do not have an XLSTART folder, contact us at support@chartsmartxl.com and we can send the folder and its contents to you. Let us know if you purchased the software or are using the 30-day trial.

    2. In Excel, click on File, Options and Advanced to open the window below. Scroll down to the General section and type the ChartSmartXL location (c:\chartsmartxl\XLSTART\) in the box labeled "At startup,open all files in:"

    3. Close Excel and reopen it - the ChartSmartXL menu should appear in your Excel toolbar.

    Note: If your Excel is running slow, you might want to consider re-installing Excel using the traditional method.
  7. Excel disabled the ChartSmartXL
    To re-enable the ChartSmartXL.xlam file:
    • In Excel, click on File, Options and then on Add-Ins in the left-hand column.
    • Next, Click on Manage Excel Add-Ins at the bottom of the screen, click on the arrow next to the box and select Disabled Items:

    • Then Click on the GO button next to your selection to see all disabled items:
    • disabled-items

    • Click on each of the ChartSmartXL disabled items and click Enable.
    • Once you've enabled all of the disabled items attributed to ChartSmartXL, exit Excel and start Excel 2013. The ChartSmartXL.xlam file should open automatically.
  8. Installer placed the XLSTART folder directly onto the C drive
    1. Look directly on your C drive, for the XLSTART folder.
    2. If you locate said folder, open it - do you see a QITemplates folder, along w/ a ChartSmartXL.xlam file? If so, close Excel and move the XLSTART folder to one of the following pathways:
      • C: > Program Files > Microsoft Office 15 > root > Office15
      • C: > Program Files (x86) > Microsoft Office > Office 15
    3. Open Excel - you will see the ChartSmartXL menu in your Excel ribbon.
  9. ChartSmartXL were installed in Office14, not 15
    1. Find ChartSmartXL files in c:\ program files\ microsoft office\ office14\ XLSTART
    2. Move them to: c:\ program files\ microsoft office 15\ root\ office 15\ XLSTART

    3. install-file-location


    4. If you installed Office 2013 32-bit on Windows 64-bit, look here:
      c:\program files (x86)\microsoft office\office15\XLSTART Start Excel 2013
  10. If you open Excel 2013, and the Excel "start up" window does not appear, this is an indicator that your version of Office needs to be Repaired:

    excel-2013-startup-menu

     

    To repair, go to your Control Panel and select Programs > Programs and Features > Microsoft Office 2013 > Change > Quick Repair.

    Once the repair has completed, open Excel - you will see the ChartSmartXL in your Excel ribbon.

Compatibility with Office 365 Desktop vs Online versions

Office 365 is a monthly service vs a one-time purchase. Some Office 365 plans include Excel Online and some include “desktop versions of Excel” that are loaded on your PC or Mac.

In order to use ChartSmartXL, you will need to purchase a plan with a desktop version of Excel. See an excerpt from Microsoft's website below. Plans with the Desktop versions show the icons at the bottom.

office-365-plans

For more details see the Microsoft Office 365 Compare Plans webpage

Excel Crashes on Startup

There may be a conflict with other add-ins. The solution is to find out which one.

  1. Start Excel in Safe Mode by holding down the CTRL key and starting Excel.
    This will not load any add-ins.
  2. To do so, click on File > Options > Add-ins:
  3. Excel 2013 Manage Addins Menu
  4. First click on COM add-ins and uncheck any unused add-ins.
    (The Acrobat Add-in seems to be especially problematic, due the preview feature. You can save a PDF directly from Excel)

  5. Excel COM Addins Menu

  6. Then Click on Excel Add-ins and uncheck any unused add-ins.
    Note: Uncheck Solver to speed up loading Excel unless you need it. Most users do not.

    Excel Addins Menu
  7. Close Excel and start Excel again (without Safe Mode) and see if this clears the problem. If not, repeat until you find the conflicting add-in.

Installation Instructions and Troubleshooting

Installation Instructions

  1. Close Excel.
  2. Double click on the ChartSmartXLSetup.exe file to run the Installation Wizard.
  3. Follow the prompts - once the Wizard has completed, open Excel, you should see "ChartSmartXL" in your Excel ribbon:

excel-2013-chartsmartxl-menu

If the installation wizard ran correctly and you don't see ChartSmartXL on your menu bar, Excel may have disabled the file. It's easy to re-enable the file:

  • In Excel, click on File, Options and then on Add-Ins in the left-hand column.
  • Next, click on Manage Excel Add-ins at the bottom of the screen and click on the arrow next to the box and select Disabled Items:


  • Then Click on the GO button next to your selection to see all disabled items:

  • disabled-items
  • Click on each of the ChartSmartXL disabled items and click Enable.
  • Once you've enabled all of the QIMacros disabled items, exit Excel and start Excel 2013. The ChartSmartXL.xlam file should open automatically.

Test data for the charts is located at c:\ ChartSmartXL\ TestData. You can use these spreadsheets or your own data to practice with the charts.

Basically you just select your data, go up to the menu bar and select the chart you want to run.

Where do I find the ChartSmartXL files on my PC?

The ChartSmartXL is loaded in the XLSTART folder at c:\ Program Files\ Microsoft Office 15\ root\ Office15\ XLSTART. Your XLSTART folder should contain the following files:



If you installed Office 2013 32-bit on Windows 64-bit, look here: c:\ program files (x86)\ microsoft office\ office15\ XLSTART

If you are having problems accessing the menu or templates and your XLSTART folder contains some kind of temporary file, delete the temporary file and see if this solves the problem.

To Uninstall a ChartSmartXL License

The ChartSmartXL is an Excel add-in and not a separate application. Therefore it does not uninstall using Add/Remove programs. Instead follow the instructions below:

Run Uninstall File

Uninstall ChartSmartXL Manually

Remove the ChartSmartXL.xlam file in:

Excel 2013 - c:\ program files\ microsoft office 15\ root\ office15\ XLSTART

ChartSmartXL still shows up under "Add /Remove Programs"

The ChartSmartXL has been uninstalled. If you want to remove it from your Add/Remove Programs list, close Excel and run the Uninstall File.

Other Issues or Error Messages

The ChartSmartXL is an Excel add-in. Therefore, many of the error messages you may receive are Excel error messages caused by your Excel configuration or security settings. Always make sure you have the latest service pak loaded.

We have included the most common errors here. If you can't find the error message and fix you are looking for:

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