Exporting Troubleshooting

If you experience a technical error when exporting, such as a bug or a message telling you that Excel is not installed, first double-check the list of following best practices:

1. Disable all Excel/PowerPoint add-ons as sometimes these interfere with opening/closing Office and cause interruptions in the export
2. Export to and from files saved on your local drive only - not files on Sharepoint or remote servers
3. Close unnecessary programs that may be using needed computer resources

If you're still experiencing issues, please work your way through the following steps.

Step 1 - Reopen Q and Office

1. Close all Office applications and Q.
2. Start Q and try to export again.
   1. If exporting now works:
      • Solved: The earlier problem was a reliability issue with Office. Q communicates with Office using a channel - and the Office application may close this channel, preventing Q from communicating with it further until the Office application is closed and re-opened. The solution in future is to save your work and re-open the Office application, thereby re-opening the channel.
   2. If exporting does not work, continue to the next step.

Step 2 - Restart your computer

1. Restart your computer.
2. Start Q and try to export again.
   1. If exporting now works:
      • Solved: You have experienced a different type of reliability problem with Office. Sometimes Office applications may continue running in the background without any windows open. The solution in future is to either reboot your computer, or if you are a power user, you may use Windows' Task Manager to find and close the invisible Office applications (in the Task Manager, they are named excel.exe, powerpnt.exe, etc.).
   2. If exporting does not work, continue to the next step.

Step 3 - Check for Multiple Versions of Office and Repair the Office Installation

You need Administrator permission on your computer to continue to the next step. If you have an IT administrator, you must arrange for them to perform the following steps.

1. In Windows, click the Start button and click Control Panel.
2. In the Control Panel, under the heading Programs, click Uninstall a program.
3. Look for Microsoft Office ... in the list of programs.
4. Do you see multiple versions of Microsoft Office installed? For example: Microsoft Office 2007, Microsoft Office 2010, Microsoft Office 2013, or Microsoft Office 365?
   1. Yes, multiple versions are installed:
      1. The communication channel that Office provides for Q to talk to it can only be registered to one version of Office. The problem you are experiencing is likely due to conflicts between multiple versions of Office.
      2. Uninstall the versions of Office that you do not use. You should be left with only one version of Microsoft Office in the list of programs.
      3. Select the single version of Microsoft Office in the list of programs.
      4. Right-click on the program and select Change.
      5. Repair Office.
      6. Restart your computer.
      7. Start Q and try to export again.
         1. If exporting now works:
            • Solved: The earlier problem was due to multiple versions of Office.
         2. If exporting does not work, continue to the next step.
   2. No, only a single version is installed:
      1. Select the single version of Microsoft Office in the list of programs.
      2. Right-click on the program and select Change.
      3. Repair Office.
      4. Restart your computer.
      5. Start Q and try to export again.
         1. If exporting now works:
            • Solved: The earlier problem was due to a corrupted Office installation.
         2. If exporting does not work, continue to the next step.

Step 4 - Remove and Reinstall Office

You need Administrator permission on your computer to continue to the next step. If you have an IT administrator, you must arrange for them to perform the following steps.

1. In Windows, click the Start button and click Control Panel.
2. In the Control Panel, under the heading Programs, click Uninstall a program.
3. Look for Microsoft Office ... in the list of programs.
4. Uninstall Office via Windows' Control Panel. Restart the computer afterwards.
5. Install Office again from scratch.
   1. If exporting now works:
      • Solved: The earlier problem was due to a corrupted Office installation.
   2. If exporting does not work, continue to the next step.
      • Solution: Use another computer to export from Q to Office. Contact Q Support with the details of all of the steps you tried above, and you will be provided an extra license for the computer.