{"_id":"574c1bf499ccd80e001958ef","parentDoc":null,"__v":59,"project":"574a3bc0d1d1381900b73fab","user":"574bfb9290d8b32000864973","version":{"_id":"574a3bc0d1d1381900b73fae","project":"574a3bc0d1d1381900b73fab","__v":7,"createdAt":"2016-05-29T00:45:52.939Z","releaseDate":"2016-05-29T00:45:52.939Z","categories":["574a3bc0d1d1381900b73faf","574be6d52aa7221700c51bed","574c0b6d281b010e00008f89","574c1afbcf99610e00ef7d2b","574d13b9a1f0be2000ae3803","574d14140db0870e0075382d","591eb3a72c1b1f0f000fa9f2"],"is_deprecated":false,"is_hidden":false,"is_beta":false,"is_stable":true,"codename":"","version_clean":"3517.0.0","version":"3517"},"category":{"_id":"574a3bc0d1d1381900b73faf","version":"574a3bc0d1d1381900b73fae","project":"574a3bc0d1d1381900b73fab","__v":0,"sync":{"url":"","isSync":false},"reference":false,"createdAt":"2016-05-29T00:45:52.959Z","from_sync":false,"order":1,"slug":"documentation","title":"Introduction"},"githubsync":"","metadata":{"title":"","description":"","image":[]},"updates":[],"next":{"pages":[],"description":""},"createdAt":"2016-05-30T10:54:44.293Z","link_external":false,"link_url":"","sync_unique":"","hidden":false,"api":{"results":{"codes":[]},"settings":"","auth":"required","params":[],"url":""},"isReference":false,"order":6,"body":"The following entries cover recent solutions to common problems that users have encountered.  Most of these problems are because of recent updates to Microsoft Office and can reoccur with subsequent monthly Windows and Office updates.  Please check this webpage should you encounter any unusual random errors or problems that don't seem to be related to the forest description data.\n\nLikely error messages and symptoms:\n\n1. [The worksheet '[...worksheet_name...]' does not exist.  This is a mandatory worksheet.](doc:common-problems#microsoft-access-database-engine-corrupt)\n\n2. [The worksheet 'Croptype' does not exist.  This is a mandatory worksheet.](doc:common-problems#microsoft-access-database-engine-corrupt)\n\n3. [Critical Error 'Object reference not set to an instance of an object.'](doc:common-problems#microsoft-access-database-engine-corrupt)\n\n4. [Critical Error Importing Forest Description. 'The directory name is invalid'.](doc:common-problems#microsoft-access-database-engine-corrupt)\n\n5. [There are no wood flows shown in the interface charts or the Excel reporting schedules](doc:common-problems#microsoft-access-database-engine-corrupt)\n\n6. [The 'Update Data' macro button won't work](doc:common-problems#the-update-data-macro-button-wont-work)\n\n7. [Could not determine the version of the License Manager](doc:common-problems#could-not-determine-license-manager-version)\n\n8. [Waiting until Sentinel LDK Run-Time Environment is available](doc:common-problems#waiting-until-sentinel-ldk-run-time-avaliable)\n\n9. [CREATE DATABASE permission denied in database 'master'](doc:common-problems#create-database-permission-denied)\n\n10. [How to reinstall the Sentinel LDK Drivers](doc:common-problems#how-to-reinstall-the-sentinel-ldk-drivers)\n\n11. [This program is blocked by group policy. For more information, contact your system administrator.](doc:common-problems#this-program-is-blocked-by-group-policy)\n\n12. [The macro buttons and button text expand randomly when clicked](doc:common-problems#the-macro-buttons-and-button-text-expand-when-clic)\n\n13. [An 'Attempted to read or write protected memory' error](doc:common-problems#an-attempted-to-read-or-write-protected-memory-err)\n\n14. [Unable to cast COM object of type 'Microsoft.Office.Interop.Excel.ApplicationClass'](doc:common-problems#unable-to-cast-com-object-of-type-microsoftofficei)\n\n15. [Parallel Import Error 'Exception from HRESULT: 0x800A03EC'](doc:common-problems#parallel-import-error-exception-from-hresult-0x800)\n\n16. [#NUM! errors are appearing in the Microsoft Excel reporting template pivot tables](doc:common-problems#num-errors-are-appearing-in-the-excel-template-piv)\n\n17. [Clicking the macro button to 'Update Data' produces a mirror of the button below](doc:common-problems#clicking-the-update-data-button-shows-duplicate-of)\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Microsoft Access Database Engine Corrupt\"\n}\n[/block]\nThe error `...the worksheet '[...worksheet_name...]' does not exist. This is a mandatory worksheet...`  will occur if the user opens the forest description workbook while it is being imported.  Please close the forest description workbook and keep it closed when importing.\n\nIf the forest description workbook was not opened during the import process, the error will likely arise because of two possible reasons:\n1. Microsoft Office Updates for all versions of Microsoft Excel can corrupt existing installations of the Microsoft Access Database Engine.  The solution is to download and reinstall the Microsoft Access Database Engine, or;\n\n2. Microsoft Excel was changed from a 32-bit to 64-bit installation (or 64-bit to 32-bit) after the Tigermoth software was originally installed.\n\nNote that randomly occurring errors that contain terms such as `Object reference not set to an instance of an object` or similar are also symptoms of a corrupted Microsoft Access Database Engine.  If the software is no longer reporting wood flows in either the charts or the reporting schedules then it is likely that the Microsoft Access Database Engine has been corrupted.  There is no pattern to these errors, they occur randomly.  \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/N61GhsWmREKgtnxzjbC4_support-problems-croptype-error.jpg\",\n        \"support-problems-croptype-error.jpg\",\n        \"1108\",\n        \"470\",\n        \"#a45654\",\n        \"\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\nAnother symptom can indicate corruption of the Microsoft Access Database Engine is an error that reports 'The directory name is invalid' during the forest description import as shown below.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/66c1fba-support-problems-directory-error.jpg\",\n        \"support-problems-directory-error.jpg\",\n        1109,\n        381,\n        \"#eff1f2\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 1 - CLOSE ALL OPEN APPLICATIONS AND WINDOWS\nBefore proceeding further it is important that all open applications and windows such as Excel and Outlook etc are closed apart from the internet browser showing these instructions.  There should be no other applications running on the desktop before continuing.\n<br />\n\n ##STEP 2 - DOWNLOAD THE MICROSOFT ACCESS DATABASE ENGINE\nDownload the Microsoft Access Data Engine from the following link and save it to a temporary location on your hard drive.  Make sure that you choose the correct version of the installer for the version of Excel that you are running, i.e. if you are running Microsoft Excel 32-bit choose the file called `AccessDatabaseEngine.exe`, if you are running Microsoft Excel 64-bit then choose the file called `AccessDatabaseEngine_x64.exe`.  The latest and correct version of the Access Database Engine is 2010 Service Pack 2.  Currently there is no 2013 version of the Access Database Engine released or planned.  The 2010 version works correctly with all Office 2013 installations.\n[block:embed]\n{\n  \"html\": false,\n  \"url\": \"http://www.microsoft.com/en-us/download/details.aspx?id=13255\",\n  \"title\": \"Microsoft Access Database Engine 2010 Redistributable\",\n  \"favicon\": \"http://www.microsoft.com/favicon.ico?v2\",\n  \"image\": \"http://c.s-microsoft.com/en-us/CMSImages/office_symbol_clr_56x56.png?version=7eba901e-49a1-9255-cc0a-27de320be050\"\n}\n[/block]\n<br />\n##STEP 3 - UNINSTALL THE MICROSOFT ACCESS DATABASE ENGINE\nAfter downloading is complete then check that the file is around 25MB to 28MB in size (depending on the version).  If you encounter a standard Windows error that says `[...] is not a valid Win32 application` then your installer file is corrupt and you need to download the installation application again because the download did not complete successfully.  Run the Access Database Engine installation application and select the ‘Uninstall’ option as shown below (**IMPORTANT:  do not choose the \"Reinstall or Repair\" option**).\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/a9ca55f-support-problem-dataengine-uninstall.jpg\",\n        \"support-problem-dataengine-uninstall.jpg\",\n        526,\n        456,\n        \"#f2f2f1\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 4 - INSTALL THE MICROSOFT ACCESS DATABASE ENGINE\nAfter the Microsoft Access Database Engine has been uninstalled then run the installation file again and follow the generic instructions to complete the installation of the software.  After this is complete then the original error should no longer occur when importing a standard forest description.  If an error occurs during the installation of the Microsoft Access Database Engine then please go to Step 5 below and confirm the error matches that shown.  Instruction to overcome this error are then provided.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/tPQWXSfuQxuD3tRx71cH_support-problem-dataengine-install.jpg\",\n        \"support-problem-dataengine-install.jpg\",\n        \"526\",\n        \"456\",\n        \"#a74e38\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 5 - IF AN ERROR OCCURRED WHEN INSTALLING\nIf the error below occurs when you are installing the Microsoft Access Database Engine then an incompatibility between the 32-bit version and the 64-bit version has occurred.  This is likely to be the unintended result of Microsoft Excel 32-bit being uninstalled and replaced with Microsoft Excel 64-bit on the machine after the 32-bit version of the Microsoft Access Database Engine was installed.\n\nBefore proceeding **confirm that you downloaded the correct version of the Microsoft Access Database Engine that matches your version of Microsoft Excel as advised in Step 2 above**.  If the correct version was downloaded then you need to use the Command Line force the installation of the 64-bit version of the Microsoft Access Database Engine to alongside the 32-bit version.\n\n[**These further instructions are shown in Step 3 and Step 4 at this link.**](doc:changing-excel#step-3-open-an-admminstrator-command-prompt)\nThere is no need to continue past Step 4 at the link above once the Microsoft Access Database Engine has been forced to install via the Command Line.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/4c93f86-support-problem-ade-error.jpg\",\n        \"support-problem-ade-error.jpg\",\n        416,\n        219,\n        \"#edeeee\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"The 'Update Data' Macro Button Won't Work\"\n}\n[/block]\nAll versions of Microsoft Excel both 32-bit and 64-bit may experience a lack of functionality associated with buttons and links that run macros within Excel workbooks after recent Microsoft Office Updates.  The problem still exists as at April 2015, and can reoccur with subsequent official Microsoft Office Updates.  If you cannot \"click\" the buttons on the standard reporting templates then it is likely that you need to follow the steps below to reset the macro functionality in your version of Microsoft Excel.\n<br />\n##STEP 1 - OPEN WINDOWS FILE EXPLORER AT %LOCALAPPDATA%\nTo reset your macro functionality, find and delete all versions of the file called `MSFORMS.EXD` that reside in your user profile.  After recent Microsoft Office updates this file develops an unexplained incompatibility.  Close all applications that may be open including all Office and Excel files as well as Microsoft Outlook.  Then open Windows File Explorer and in the file path command line type  `%LOCALAPPDATA%` (as shown below) and press ‘Enter’.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/wEpiloRyTWO3UirFnXQg_support-problem-macro-appdata.jpg\",\n        \"support-problem-macro-appdata.jpg\",\n        \"818\",\n        \"586\",\n        \"#3a6283\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 2 - FIND AND DELETE THE EXISTING VERSIONS OF MSFORMS.EXD\nYou should now be in a directory similar to `C:\\Users\\[…username…]\\AppData\\Local`.  Type  `MSFORMS.EXD`  in the search box and press `Enter`.  Highlight all the files called `MSFORMS.EXD` that are found by the search and press `Delete`.  Now open a reporting template in Excel and check that the macro buttons are now functioning like normal.\n\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/JK0GFCFaRCGQo82026x9_support-problem-macro-msforms.jpg\",\n        \"support-problem-macro-msforms.jpg\",\n        \"818\",\n        \"586\",\n        \"#3d5367\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Could Not Determine License Manager Version\"\n}\n[/block]\nWhen using the software licensing application to create a new license file, if the error \"Could not determine the version of the License Manager\" arises the problem is likely that the Sentinel license manager service has unexpectedly stopped or has not been set to automatic startup.  The error would normally look like this:\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/HfktgJiRRcy0dJWXrsWx_support-problem-sentinel-error.jpg\",\n        \"support-problem-sentinel-error.jpg\",\n        \"417\",\n        \"426\",\n        \"#c8382d\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 1 - OPEN THE WINDOWS SERVICES CONSOLE\nTo access the Sentinel license manager service and determine its current status open the Windows Services Console.  To do this then run the command `services.msc` from the Windows/Start menu and/or \"Run\" box in Windows 8 or Windows 10.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/ded5c6e-support-problem-windows-services.jpg\",\n        \"support-problem-windows-services.jpg\",\n        1302,\n        558,\n        \"#309ed3\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 2 - START THE SENTINEL LICENSE MANAGER SERVICE\nReview the status of the Sentinel license manager service that is installed on the machine.  Once the Windows Services Console starts the various services can be sorted by their name.  Scroll down to the entry called \"Sentinel LDK License Manager\" or \"Sentinel Local License Manager\" and review its current condition.\n[block:callout]\n{\n  \"type\": \"warning\",\n  \"body\": \"If for some reason you cannot find an entry for a service called \\\"Sentinel LDK License Manager\\\" or \\\"Sentinel Local License Manager\\\" the license manager and associated drivers need to be reinstalled.  Follow the instructions available [here](doc:common-problems#how-to-reinstall-the-sentinel-ldk-drivers).\",\n  \"title\": \"Cannot find an entry for the Sentinel License Manager?\"\n}\n[/block]\nThe \"Status\" of the service should be \"Running\" and the \"Startup Type\" should be \"Automatic\".  It the service does not have a status entry then it is stopped.  Right click the Sentinel license manager entry and from the sub-menu click \"Start\".  If the Startup Type condition of the service is not set to \"Automatic\" then please continue to Step 3, otherwise the original error should not now occur when using the software licensing application.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/T7MVDoQbW2WF3ekOx7Ng_support-problem-sentinel-service.jpg\",\n        \"support-problem-sentinel-service.jpg\",\n        \"1041\",\n        \"589\",\n        \"#365061\",\n        \"\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 3 - START THE LICENSE MANAGER SERVICE TO AUTOMATIC\nIf the Sentinel license manager service did not show \"Automatic\" as its Startup Type then the service needs its startup condition changed.  Right click the service and select the sub-menu option \"Properties\".  Drop down the Startup Type list box and select the entry \"Automatic\".  Click the button \"Apply\" and then click the button \"OK\" to save this startup condition.  The license manager will now automatically start each time the machine is rebooted.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/04ad505-support-problem-sentinel-startup.jpg\",\n        \"support-problem-sentinel-startup.jpg\",\n        421,\n        475,\n        \"#edebe4\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Waiting Until Sentinel LDK Run-Time Avaliable\"\n}\n[/block]\nThe software is required to incorporate the Sentinel Protection System as part of agreements with third-party supplies of libraries and object code.  If the error \"Waiting until Sentinel LDK Run-Time Environment is available\" arises when the software is started then the problem is likely that the Sentinel license manager service has unexpectedly stopped or has not been set to automatic startup.  It could also mean that the software license is not currently up to date.  Try the steps below to fix this condition.  The error would normally look like this:\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/jN8txwphRfCRpZcaXDzL_support-problem-sentinel-runtime.jpg\",\n        \"support-problem-sentinel-runtime.jpg\",\n        \"440\",\n        \"172\",\n        \"#bd554d\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 1 - OPEN THE WINDOWS SERVICES CONSOLE\nTo access the Sentinel license manager service and determine its current status open the Windows Services Console.  To do this then run the command \"services.msc\" from the Windows/Start menu and/or \"Run\" box in Windows 8 or Windows 10.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/f4f049b-support-problem-windows-services.jpg\",\n        \"support-problem-windows-services.jpg\",\n        1302,\n        558,\n        \"#2f9fd2\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 2 - START THE SENTINEL LICENSE MANAGER SERVICE\nReview the status of the Sentinel license manager service that is installed on the machine.  Once the Windows Services Console starts the various services can be sorted by their name.  Scroll down to the entry for the \"Sentinel LDK License Manager\" or \"Sentinel Local License Manager\" service and review its current condition.  If for some reason you cannot find an entry for a service called \"Sentinel LDK License Manager\" or \"Sentinel Local License Manager\" the license manager and associated drivers need to be reinstalled.  Follow the instructions available [here](doc:common-problems#how-to-reinstall-the-sentinel-ldk-drivers).\n\nThe \"Status\" of the service should be \"Running\" and the \"Startup Type\" should be \"Automatic\".  If the service Status is already shown as \"Running\" then the software license needs to be updated.  Please go [here ](doc:software-installation#step-5-request-a-software-licensing-file)and follow Steps 5 to 7 only.\n\nIt the service does not have a status entry then it is stopped.  Right click license manager service entry and from the sub-menu click \"Start\".  If the Startup Type condition of the service is not set to \"Automatic\" then please continue to Step 3, otherwise the original error should not now occur when starting the software.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/apqLizYGRW5mgK97ESWx_support-problem-sentinel-service.jpg\",\n        \"support-problem-sentinel-service.jpg\",\n        \"1041\",\n        \"589\",\n        \"#365061\",\n        \"\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 3 - SET THE LICENSE MANAGER SERVICE TO AUTOMATIC\nIf the Sentinel license manager service did not show \"Automatic\" as its Startup Type then the service needs its startup condition changed.  Right click the service and select the sub-menu option \"Properties\".  Drop down the Startup Type list box and select the entry \"Automatic\".  Click the button \"Apply\" and then click the button \"OK\" to save this startup condition.  The license manager will now automatically start each time the machine is rebooted.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/tWO3BBAsScqdCNBgQfjV_support-problem-sentinel-startup.jpg\",\n        \"support-problem-sentinel-startup.jpg\",\n        \"421\",\n        \"475\",\n        \"#3a5979\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"CREATE DATABASE Permission Denied\"\n}\n[/block]\nThe software uses Microsoft SQL Server as its DBMS.  All users of the software need to be able to create and delete databases from the underlying SQL Server instance.  All users therefore need to be assigned the Server Role of 'dbcreator' at the least.  It is common practice when using Microsoft SQL Server Express as the DBMS to give end users full 'sysadmin' rights on the instance as this is local to their machine and not for use across the enterprise.  If a user has not been assigned either of these two Server Roles then the error shown below will occur.  To assign the correct Server Roles to end users then follow the steps outlined below.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/56ee554-support-problem-create-database.jpg\",\n        \"support-problem-create-database.jpg\",\n        891,\n        422,\n        \"#eff2f3\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 1 - OPEN A WINDOWS COMMAND PROMPT AS AN ADMINISTRATOR\nThis error is most likely to occur when the end-user does not have administrator rights on their local machine and SQL Server Express was setup without giving all end users of the machine 'dbcreator' or 'sysadmin' server roles.  To apply these roles to all users of the local SQL Server Express instance then firstly open a Command Prompt window with local administrator rights.  To do this navigate to \"Start/All Programs/Accessories\" and right click the entry called \"Command Prompt\" and select \"Run as Administrator\".  In Windows 8 and Windows 10 right click the bottom left corner of the Desktop and select \"Command Prompt (Admin)\".  The system may ask for the user name and password of a local administrator to continue.  Supply this information and a Command Prompt window will open.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/3yHneoXTAuKmWa89nk2x_support-problem-admin-cmd.jpg\",\n        \"support-problem-admin-cmd.jpg\",\n        \"915\",\n        \"552\",\n        \"#35617a\",\n        \"\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 2 - USE SQLCMD TO GIVE USERS THE SYSADMIN SERVER ROLE\nThe tool SQLCMD is used to update the SQL Server Express instance used by the software.  Normally the SQL Server Express instance will be called either 'SQLEXPRESS' or 'TIGERMOTH'.  The correct instance would have been selected when the software was first started, or can be selected again from the software menu item Tools/Setup.\n\nType one of the two following commands and press Enter/Return   SQLCMD -S .\\TIGERMOTH -E   or   SQLCMD -S .\\SQLEXPRESS -E    If the name of the local SQL Server Express instance is different, use that name instead of 'SQLEXPRESS' or 'TIGERMOTH' in this first command.  If the instance named is not correct then an error will result.  If the instance named is correct then the command prompt ' 1> ' will be shown.  Type the commands shown below and press Enter/Return after each.  These are shown in the screenshot below and after these commands have been successfully entered the original CREATE DATABASE error should no longer occur.\n```\nUSE master\nGO\n```\nand then\n```\nEXEC sp_addsrvrolemember 'BUILTIN\\Users', 'sysadmin';\nGO\n```\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/3KG338VDQKu4BpzIP8uy_support-problem-sqlcmd.jpg\",\n        \"support-problem-sqlcmd.jpg\",\n        \"677\",\n        \"355\",\n        \"#c5534f\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"How To Reinstall The Sentinel LDK Drivers\"\n}\n[/block]\nThere may be times when the Sentinel license manager and associated software drivers need to be reinstalled.  If a user has attempted an install of the Run-Time Environment (RTE) without having adequate local administrator rights then a reinstall of the Sentinel drivers may be needed.  Sometimes other software such as ESRI ArcGIS can uninstall the Sentinel drivers and replace them with earlier versions of the license manager that breaks compatibility with modern applications.  Some enterprise group policies may also prevent the drivers from correctly installing as part of the RTE installation and the manual process below will enable errors to be identified and fixes applied.\n<br />\n##STEP 1 - OPEN A WINDOWS COMMAND PROMPT AS AN ADMINISTRATOR\nOpen a Command Prompt window with local administrator rights.  To do this navigate to \"Start/All Programs/Accessories\" and right click the entry called \"Command Prompt\" and select \"Run as Administrator\".  In Windows 8 and Windows 10 right click the bottom left corner of the Desktop and select \"Command Prompt (Admin)\".  The system may ask for the user name and password of a local administrator to continue.  Supply this information and a Command Prompt window will open.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/xXLxljySjmR6ibB8qaj8_support-problem-admin-cmd.jpg\",\n        \"support-problem-admin-cmd.jpg\",\n        \"915\",\n        \"552\",\n        \"#35617a\",\n        \"\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 2 - FORCE A RESINTALL OF THE SENTINEL LICENSE MANAGER AND DRIVERS\nThe following commands need to be issued followed by Enter/Return.  Note that the quotation marks in the first command are mandatory.  A screenshot of the process is shown below, and after installation has completed a window will show advising if the reinstall was successful.  If an error results after the final command is issued then close the error notification box, leave the Command Prompt window open and continue to Step 3.\n[block:callout]\n{\n  \"type\": \"danger\",\n  \"body\": \"If you are running anti-virus products such as Trend Micro, Webroot or Kaspersky then these need to be halted and/or disabled on the local machine before proceeding to reinstall the Sentinel license manager and drivers.  it is highly likely that these anti-virus products will prevent the Sentinel license manager and drivers from being installed correctly if they are not halted and/or disabled while the reinstall is conducted.\",\n  \"title\": \"DISABLE TREND-MICRO, WEBROOT OR OTHER ANTI-VIRUS PROCESSES\"\n}\n[/block]\nIf after the final command a window is displayed that confirms the operation was successful, no further action is necessary. The commands that need to be issued are:\n\n```\nCD \"C:\\Program Files\\TigermothRTE\"\nhaspdinst.exe -kp -purge\nhaspdinst.exe -i -fss -kp -fi\n```\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/FEAHLvlZRugOHcNoQkeY_support-problem-reinstall-sentinel.jpg\",\n        \"support-problem-reinstall-sentinel.jpg\",\n        \"675\",\n        \"343\",\n        \"#6ba9ef\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 3 - DOWNLOAD THE INTERACTIVE INSTALLER FOR THE SENTINEL DRIVERS\nFollow the link below called \"Sentinel Downloads\" to access the download of the interactive version of the \"Sentinel HASP/LDK - Windows GUI Run-time Installer\" from the Sentinel website.\n[block:embed]\n{\n  \"html\": false,\n  \"url\": \"https://sentinelcustomer.gemalto.com/sentineldownloads/\",\n  \"title\": \"Sentinel Downloads\",\n  \"favicon\": \"https://sentinelcustomer.gemalto.com/favicon.ico\"\n}\n[/block]\nThis download will normally be at the top of the following web page under the \"Featured Downloads\" section as shown below.  Click the link to the file and then scroll to the bottom of the subsequent licensing agreement page and click the \"I Accept\" button to begin the download.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/42e3a03-support-problem-reinstall-download.jpg\",\n        \"support-problem-reinstall-download.jpg\",\n        1195,\n        480,\n        \"#713260\"\n      ]\n    }\n  ]\n}\n[/block]\nThe download will be a ZIP file containing the installation file \"HASPUserSetup.exe\".  Extract this file to a temporary location and double click it to start the install.  Accept the licensing agreement terms and click 'Next' to progress through the install.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": []\n    }\n  ]\n}\n[/block]\nThe installation will progress, and finally the following completion screen should be displayed.  It is important to note that the Windows Firewall would have been changed to allow the Sentinel license manager to communicate using port 1947.  If a third party (non-Microsoft) firewall is being used on the local machine then this may need to have port 1947 manually opened for local communication.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/d8Av2MwGTjycCXGXC7kN_support-problem-reinstall-wingui.jpg\",\n        \"support-problem-reinstall-wingui.jpg\",\n        \"517\",\n        \"401\",\n        \"#b8584c\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\nIf an error similar to that shown below (\"Windows Error: 5\") is reported during the installation of the Sentinel drivers, then anti-virus software or local machine policy is preventing the installation from proceeding correctly.  Disable all anti-virus software, including ending all system level Windows process and services that are anti-virus related.  Typically this will occur if you are running Trend Micro or Webroot anti-virus products.  Once these are disabled then try to reinstall the Sentinel drivers again and complete Step 3.  Once the Sentinel drivers are correctly installed without error proceed to Step 4 below.\n\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/9a70579-support-problem-sentinel-install-error-2.jpg\",\n        \"support-problem-sentinel-install-error-2.jpg\",\n        515,\n        397,\n        \"#292d31\"\n      ],\n      \"sizing\": \"smart\"\n    }\n  ]\n}\n[/block]\n<br /> \n##STEP 4 - ADD THE SENTINEL VENDOR INFORMATION\nUsing the Command Prompt window created for Step 2, the following command(s) need to be issued.  A screenshot of the process is shown below, and after installation has completed a window will show advising if the operation was successful.  If an error results then please take a screenshot of the error and send a support request to support:::at:::tigermoth.com.\n\nThe commands that need to be issued are:\n\n```\nCD \"C:\\Program Files\\TigermothRTE\"\nhaspdinst.exe -i\n```\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/1hveET6KTMSJ9Nyo0v6t_support-problem-reinstall-command.jpg\",\n        \"support-problem-reinstall-command.jpg\",\n        \"675\",\n        \"343\",\n        \"#6ba9ef\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\nAfter the operation has successfully completed the following window should be shown.  Note that on some systems the window may be compressed and only the 'OK' button may be visible.  It would be prudent to check that the Sentinel license manager service is now running and is set to start automatically.  To check the status of the Sentinel license manager service follow Steps 1, 2 and 3 from the instructions located [here](doc:common-problems#could-not-determine-license-manager-version).\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/389fcf6-support-problem-reinstall-success.jpg\",\n        \"support-problem-reinstall-success.jpg\",\n        254,\n        157,\n        \"#ebeef1\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"This Program is Blocked by Group Policy\"\n}\n[/block]\nThere may be times when the software is blocked from operating in its default installation directory.  The default installation directory relies on the environmental variable %LOCALAPPDATA%.  Normally users are free to access this location for their applications and data, however in some situations a Group Policy may be in place that prevents application files from executing at this location.  The error below is typical of the message shown when a group policy is preventing a component of the software from operating correctly.  This error can occur when either the Licensing application is used, the main software application is started after a change in policy, or in some circumstances when the software is uninstalled.\n\nIf this error occurs when using any component of the software then a simple reinstall of the software interface to an alternative directory is all that is required.  Follow the steps outlined below to install the software to an alternative directory.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/qvqBnCIBTmCSgoVhxAIy_support-problem-policy-error.jpg\",\n        \"support-problem-policy-error.jpg\",\n        \"572\",\n        \"139\",\n        \"#7b6357\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 1 - DOWNLOAD THE USER INTERFACE\nIf you haven't done so already, request and install the latest version of the software interface by following Step 3 of the Installation instructions [here](doc:software-installation#step-3-request-the-tigermoth-user-interface).  Make sure that the installation file aligns with the version of Microsoft Excel that is installed on the local machine.\n<br />\n##STEP 2 - INSTALL THE USER INTERFACE IN AN ALTERNATIVE DIRECTORY\nClose any existing Tigermoth windows that may be open.  Do not run the user interface uninstall application as this is likely to be prohibited by the group policy that is in place on the local machine.\n\nDouble click the user interface installation file.  Click 'Next' to proceed to the option to 'Choose Install Location'.  Enter the alternative directory for the software installation, commonly \"C:\\Tigermoth\" or browse to an existing installation directory as shown below.  Click 'Install' to complete the user interface installation. \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/O07knuqRMCLvuFwyvSir_support-problem-install-location.jpg\",\n        \"support-problem-install-location.jpg\",\n        \"514\",\n        \"401\",\n        \"#b95849\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\nThere is no need to reinstall or uninstall the Tigermoth Runtime Environment (RTE).  This component is not impacted by group policies on the local machine because it is installed with full administrator rights.  Only the user interface needs to be reinstalled if a group policy renders the default installation location unworkable.\n<br />\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"The Macro Buttons and Button Text Expand When Clicked\"\n}\n[/block]\nAll versions of Microsoft Excel both 32-bit and 64-bit may experience strange resizing of the buttons and button text that run macros within Excel workbooks after a Microsoft Office Update.  If you \"click\" the buttons on the standard reporting templates and the button size expands or the button text expands, and the buttons lose their functionality, you can follow the steps below to reset the correct functionality of the buttons in your version of Microsoft Excel.\n<br />\n##STEP 1 - OPEN WINDOWS FILE EXPLORER AT %APPDATA%\\Microsoft\\Excel\nClose all applications that may be open including all Office and Excel files as well as Microsoft Outlook.  Then open Windows File Explorer and in the file path command line type  %APPDATA%\\Microsoft\\Excel (as shown below) and press ‘Enter’.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/3014b49-support-problem-button-appdata.jpg\",\n        \"support-problem-button-appdata.jpg\",\n        901,\n        588,\n        \"#f0f1f1\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 2 - DELETE THE EXISTING FILE CALLED EXCEL15.XLB\nYou should now be in a directory similar to ‘C:\\Users\\[…username…]\\AppData\\Roaming\\Microsoft\\Excel’.  There should be a file called 'Excel15.xlb' (for Excel 2013), 'Excel14.xlb' (for Excel 2010) or 'Excel12.xlb' (for Excel 2007).  Delete this file.  Open a new reporting template in Excel and check that the macro buttons are now functioning as they should without randomly expanding.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/0V67mafaTryulauDD6lZ_support-problem-button-filedelete.jpg\",\n        \"support-problem-button-filedelete.jpg\",\n        \"901\",\n        \"587\",\n        \"#3e5468\",\n        \"\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"An 'Attempted to Read or Write Protected Memory' Error\"\n}\n[/block]\nThis error occurs when anti-virus software is preventing the software application from opening a File Open dialog box.  If the software was working correctly, but then this error occurs whenever the `Import Forest Description` button is pressed, then the anti-virus software on the machine is now preventing the software from operating correctly.\n\nThis normally occurs when enterprise anti-virus software is upgraded and its compatibility with the software has not been tested.\n\nThe workaround is to set the anti-virus software to white-list (ignore and treat as safe) the files that are present in the installation directory of the software.  White-listing the entire installation directory of the software by default is recommended so that future software updates don't also get quarantined by the anti-virus software.\n\nIf the problem persists then uninstalling the software and reinstalling to a simple directory such as C:\\TIGERMOTH and then permanently white-listing this directory may be the best option.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/7614b85-support-problem-antivirus.jpg\",\n        \"support-problem-antivirus.jpg\",\n        1024,\n        768,\n        \"#eeeeed\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Unable to cast COM object of type 'Microsoft.Office.Interop'\"\n}\n[/block]\nThis error seems to occur when Microsoft Office has somehow become corrupted or unstable and needs to be repaired using its built in repair functions.  The most common type of error is shown below and normally only presents when using the Parallel Import routines for loading the forest description.  Sometimes the error can also read `[threadSheetRegime]: The remote procedure call failed.`  (as an example).  To fix this error carefully follow the two steps below.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/81339bd-support-problem-office-error.jpg\",\n        \"support-problem-office-error.jpg\",\n        886,\n        487,\n        \"#292b31\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n##STEP 1 - OPEN WINDOWS PROGRAMS AND FEATURES\nOpen the Windows Control Panel, and select the item called 'Programs' and then select the next item called 'Programs and Feature'.  In Windows 10 then right-clicking the Windows Start button at the bottom left hand side will present a list of menu options that includes a link directly to 'Programs and Features'.\n\nSelect the entry for 'Microsoft Office Professional' and then click the button 'Change' as shown below.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/a476696-support-problem-office-errors.jpg\",\n        \"support-problem-office-errors.jpg\",\n        823,\n        654,\n        \"#e8ecef\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 2 - UNDERTAKE A 'QUICK REPAIR' OF MICROSOFT OFFICE\nAfter clicking the 'Change' button then an option for repairing Microsoft Office should open.  Select the 'Quick Repair' option and the press the button `Repair` as shown below.  **DO NOT** select the 'Online Repair' option.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/776bd33-support-problem-office-repair.jpg\",\n        \"support-problem-office-repair.jpg\",\n        523,\n        336,\n        \"#313033\"\n      ],\n      \"sizing\": \"original\"\n    }\n  ]\n}\n[/block]\n\n[block:callout]\n{\n  \"type\": \"danger\",\n  \"title\": \"DO NOT SELECT THE 'ONLINE REPAIR' OPTION\",\n  \"body\": \"Do not select the 'Online Repair' option.  Selecting this option will completely uninstall Microsoft Office and download and reinstall the software.  This is not necessary.  The 'Quick Repair' option should rectify the error that was preventing the software from working.\"\n}\n[/block]\n<br />\n[block:api-header]\n{\n  \"title\": \"Parallel Import Error 'Exception from HRESULT: 0x800A03EC'\"\n}\n[/block]\nIf an `Exception from HRESULT: 0x800A03EC` error occurs (shown below) when importing a Standard Forest Description using the parallel import routines, then close the software and close all instances of Microsoft Excel.\n\nOpen the Standard Forest Description workbook that gave the error and save it again with a new filename making sure to use the *.XLSB Binary Format for the new Excel workbook.\n\nit is important to open and save the workbook with a new name.  Try importing the Standard Forest Description again to overcome the error below.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/736e7fd-support_problems_import_error_0x800A03EC.jpg\",\n        \"support_problems_import_error_0x800A03EC.jpg\",\n        914,\n        271,\n        \"#212024\"\n      ],\n      \"sizing\": \"full\"\n    }\n  ]\n}\n[/block]\n<br />\n[block:api-header]\n{\n  \"title\": \"#NUM! Errors are Appearing in the Excel Template Pivot Tables\"\n}\n[/block]\nThe March 27, 2018 update for Excel 2016 to Version 1803 (Build 9126.2116) and the April 11, 2018 update for Excel 2016 to Version 1803 (Build 9126.2152) are returning #NUM! errors instead of 0s (zeros) in the pivot tables of the reporting templates (example below).  This error has been reported to Microsoft for their attention, but there is currently not a fix for these versions of Excel 2016 if these types of #NUM! errors appear in pivot tables linked to external data sources.\n\nThe error is affecting both 32-bit and 64-bit versions of Excel 2016 Version 1803 (Build 9126.2116) and Version 1803 (Build 9126.2152).  The latest releases of both Excel 2013, and Excel 2010 are not affected by this error.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/c76bbdf-num_errors_0.JPG\",\n        \"num_errors_0.JPG\",\n        1003,\n        497,\n        \"#36363a\"\n      ]\n    }\n  ]\n}\n[/block]\nCurrently (as at 17 May 2018) the only solution is to revert to the previous version of Excel 2016 that was released on March 13, 2018 and is listed as being Excel 2016 Version 1802 (Build 9029.2253).  The following instructions show how to revert to this version of Excel and avoid #NUM! errors being return from external data sources.\n<br />\n##STEP 1 - VERIFY YOUR VERSION OF EXCEL 2016 BEFORE PROCEEDING\nOpen a new blank ‘Excel’ workbook and then click ‘File’ at the top left, then click ‘Account’.  On the right-hand side 'About Excel' will show the current version and build details.  If you are running Microsoft Office 365 ProPlus then the version and build information will be towards the top, under the Subscription Product heading.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/822d5c5-num_errors_1.JPG\",\n        \"num_errors_1.JPG\",\n        646,\n        522,\n        \"#f2f3f2\"\n      ],\n      \"sizing\": \"smart\"\n    }\n  ]\n}\n[/block]\nIf your version and build of Excel 2016 is listed below then your installed version of Microsoft Excel 2016 will produce #NUM! errors when returning external data to Excel pivot tables.\n\n  * Excel 2016 Version 1803 Build 9126.2116\n  * Excel 2016 Version 1803 Build 9126.2152\n  * Excel 2016 Version 1804 Build 9226.2114\n  * Excel 2016 Version 1804 Build 9226.2126\n\nIf you are running these combinations of Excel 2016 versions and builds of then you should proceed with Steps 2 to 4.\n\n**If you are not running these versions of Excel 2016 or you are running Excel 2013 or Excel 2010 then DO NOT proceed with the instructions below** - only the versions and builds listed above of **Microsoft Excel 2016 **will return #NUM! errors from external data sources.\n\n[block:callout]\n{\n  \"type\": \"danger\",\n  \"title\": \"IMPORTANT\",\n  \"body\": \"Only proceed with Steps 2 to 4 if your are running Excel 2016 and you version and build of Excel 2016 is listed above.  Steps 2 to 4 **SHOULD NOT** be undertaken if you are running Excel 2013 or Excel 2010.\"\n}\n[/block]\n<br />\n##STEP 2 - TURN OFF AUTOMATIC UPDATES FOR MICROSOFT EXCEL\nClick the 'Update Options' button and select the 'Disable Updates' option.  This is important because it allows a previous version of Excel 2016 to be installed and remain in place without being automatically updated.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/3993be4-num_errors_2.JPG\",\n        \"num_errors_2.JPG\",\n        635,\n        600,\n        \"#f1f1f1\"\n      ]\n    }\n  ]\n}\n[/block]\n After 'Disable Updates' has been selected then the 'Office Updates' section should say 'This product will not be updated.' as shown below.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/079b887-num_errors_3.JPG\",\n        \"num_errors_3.JPG\",\n        665,\n        574,\n        \"#f3f2e8\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 3 - REVERT TO EXCEL 2016 VERSION 1802 BUILD 9029.2253\nOpen a Windows PowerShell (Admin) window by right clicking the Windows Start button at the bottom left hand side and selecting Windows PowerShell (Admin) as shown below.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/ef718cd-num_errors_4.JPG\",\n        \"num_errors_4.JPG\",\n        601,\n        670,\n        \"#16283c\"\n      ]\n    }\n  ]\n}\n[/block]\nIssue the following commands at the PowerShell prompt.  Each command can be copied and pasted from the text below.\n\n```\nCMD\nCD %PROGRAMFILES%\\Common Files\\Microsoft Shared\\ClickToRun\nOfficeC2RClient.exe /update user updatetoversion=16.0.9029.2253\n```\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/33094e6-num_errors_5.jpg\",\n        \"num_errors_5.jpg\",\n        931,\n        457,\n        \"#042453\"\n      ]\n    }\n  ]\n}\n[/block]\nAfter the final command is entered, Microsoft Office will enter update mode and proceed to download and install the March 13, 2018 release of Office version 1802 (Build 9029.2253).  This will download about 800MB of data and needs to be left to download and install.  When the process is complete the 'Office' download window will close without notification.  It is advisable to reboot the PC after the download has completed and Office has been installed.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/249727b-num_errors_6.jpg\",\n        \"num_errors_6.jpg\",\n        931,\n        458,\n        \"#052453\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 4 - VERIFY THAT EXCEL 2016 IS VERSION 1802 BUILD 9029.2253\nOpen a new blank ‘Excel’ workbook and then click ‘File’ at the top left, then click ‘Account’.  On the right-hand side 'About Excel' will show the current version and build details.  You should now be running Version 1802 Build 9029.2253 which is the March 13, 2018 release.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/7d5dea0-num_errors_7.jpg\",\n        \"num_errors_7.jpg\",\n        621,\n        533,\n        \"#f3f3f2\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n[block:api-header]\n{\n  \"title\": \"Clicking the 'Update Data' Button Shows Duplicate of the Button\"\n}\n[/block]\nAll versions of Microsoft Excel both 32-bit and 64-bit may experience a lack of functionality associated with buttons and links that run macros within Excel workbooks after recent Microsoft Office Updates.  If you \"click\" the buttons on the standard reporting templates and instead of working correctly the button is simply duplicated/mirrored below the button that was clicked then the steps below need to undertaken.  An example of the 'Update Data' button being duplicated is shown below.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/f41dd31-support-problem-duplicate-macro-button-example.jpg\",\n        \"support-problem-duplicate-macro-button-example.jpg\",\n        930,\n        530,\n        \"#e8e8e7\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 1 - CHANGE DISPLAY SCALE FACTOR TO 100%\nIn the Windows 10 'Settings' interface, select 'System' and then select 'Display'.  Under the option called 'Scale and Layout' then make sure that the size of text, apps and other items is set to 100%.  Once this item is set to 100% open the Workbook and try to click one of the macros buttons.  If the problem still persists then move to Step 2 below.\n\n<br />\n##STEP 2 - OPEN THE WORKBOOK AND PRESS ALT + F11 TO OPEN VBA\nOpen the workbook that is having the problem and press ALT + F11 to open the VBA Module interface.  Then click the 'Design Mode' button as shown below.  This will enable the selection (as opposed to the clicking) of the macro buttons on the templates 'Summary' worksheet.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/42fc950-support-problem-duplicate-macro-button-design-mode.JPG\",\n        \"support-problem-duplicate-macro-button-design-mode.JPG\",\n        748,\n        504,\n        \"#b9b8b8\"\n      ]\n    }\n  ]\n}\n[/block]\n<br />\n##STEP 3 - SELECT EACH BUTTON AND MOVE IT SLIGHTLY SIDE-TO-SIDE\nGo to the Summary worksheet of the Workbook and then click each Command Button to highlight it, and then using your mouse move it slightly left and right.  Do this to each of the three buttons.\n\nPress ALT + F11 to open the VBA module again, and then click the Design Mode button again to disengage it.  Then close the VBA module Window.\n\nThe macro buttons should now work correctly again.","excerpt":"Commonly encountered problems and recommended solutions","slug":"common-problems","type":"basic","title":"Common Problems"}

Common Problems

Commonly encountered problems and recommended solutions

The following entries cover recent solutions to common problems that users have encountered. Most of these problems are because of recent updates to Microsoft Office and can reoccur with subsequent monthly Windows and Office updates. Please check this webpage should you encounter any unusual random errors or problems that don't seem to be related to the forest description data. Likely error messages and symptoms: 1. [The worksheet '[...worksheet_name...]' does not exist. This is a mandatory worksheet.](doc:common-problems#microsoft-access-database-engine-corrupt) 2. [The worksheet 'Croptype' does not exist. This is a mandatory worksheet.](doc:common-problems#microsoft-access-database-engine-corrupt) 3. [Critical Error 'Object reference not set to an instance of an object.'](doc:common-problems#microsoft-access-database-engine-corrupt) 4. [Critical Error Importing Forest Description. 'The directory name is invalid'.](doc:common-problems#microsoft-access-database-engine-corrupt) 5. [There are no wood flows shown in the interface charts or the Excel reporting schedules](doc:common-problems#microsoft-access-database-engine-corrupt) 6. [The 'Update Data' macro button won't work](doc:common-problems#the-update-data-macro-button-wont-work) 7. [Could not determine the version of the License Manager](doc:common-problems#could-not-determine-license-manager-version) 8. [Waiting until Sentinel LDK Run-Time Environment is available](doc:common-problems#waiting-until-sentinel-ldk-run-time-avaliable) 9. [CREATE DATABASE permission denied in database 'master'](doc:common-problems#create-database-permission-denied) 10. [How to reinstall the Sentinel LDK Drivers](doc:common-problems#how-to-reinstall-the-sentinel-ldk-drivers) 11. [This program is blocked by group policy. For more information, contact your system administrator.](doc:common-problems#this-program-is-blocked-by-group-policy) 12. [The macro buttons and button text expand randomly when clicked](doc:common-problems#the-macro-buttons-and-button-text-expand-when-clic) 13. [An 'Attempted to read or write protected memory' error](doc:common-problems#an-attempted-to-read-or-write-protected-memory-err) 14. [Unable to cast COM object of type 'Microsoft.Office.Interop.Excel.ApplicationClass'](doc:common-problems#unable-to-cast-com-object-of-type-microsoftofficei) 15. [Parallel Import Error 'Exception from HRESULT: 0x800A03EC'](doc:common-problems#parallel-import-error-exception-from-hresult-0x800) 16. [#NUM! errors are appearing in the Microsoft Excel reporting template pivot tables](doc:common-problems#num-errors-are-appearing-in-the-excel-template-piv) 17. [Clicking the macro button to 'Update Data' produces a mirror of the button below](doc:common-problems#clicking-the-update-data-button-shows-duplicate-of) <br /> [block:api-header] { "type": "basic", "title": "Microsoft Access Database Engine Corrupt" } [/block] The error `...the worksheet '[...worksheet_name...]' does not exist. This is a mandatory worksheet...` will occur if the user opens the forest description workbook while it is being imported. Please close the forest description workbook and keep it closed when importing. If the forest description workbook was not opened during the import process, the error will likely arise because of two possible reasons: 1. Microsoft Office Updates for all versions of Microsoft Excel can corrupt existing installations of the Microsoft Access Database Engine. The solution is to download and reinstall the Microsoft Access Database Engine, or; 2. Microsoft Excel was changed from a 32-bit to 64-bit installation (or 64-bit to 32-bit) after the Tigermoth software was originally installed. Note that randomly occurring errors that contain terms such as `Object reference not set to an instance of an object` or similar are also symptoms of a corrupted Microsoft Access Database Engine. If the software is no longer reporting wood flows in either the charts or the reporting schedules then it is likely that the Microsoft Access Database Engine has been corrupted. There is no pattern to these errors, they occur randomly. [block:image] { "images": [ { "image": [ "https://files.readme.io/N61GhsWmREKgtnxzjbC4_support-problems-croptype-error.jpg", "support-problems-croptype-error.jpg", "1108", "470", "#a45654", "" ], "sizing": "full" } ] } [/block] Another symptom can indicate corruption of the Microsoft Access Database Engine is an error that reports 'The directory name is invalid' during the forest description import as shown below. [block:image] { "images": [ { "image": [ "https://files.readme.io/66c1fba-support-problems-directory-error.jpg", "support-problems-directory-error.jpg", 1109, 381, "#eff1f2" ], "sizing": "full" } ] } [/block] <br /> ##STEP 1 - CLOSE ALL OPEN APPLICATIONS AND WINDOWS Before proceeding further it is important that all open applications and windows such as Excel and Outlook etc are closed apart from the internet browser showing these instructions. There should be no other applications running on the desktop before continuing. <br /> ##STEP 2 - DOWNLOAD THE MICROSOFT ACCESS DATABASE ENGINE Download the Microsoft Access Data Engine from the following link and save it to a temporary location on your hard drive. Make sure that you choose the correct version of the installer for the version of Excel that you are running, i.e. if you are running Microsoft Excel 32-bit choose the file called `AccessDatabaseEngine.exe`, if you are running Microsoft Excel 64-bit then choose the file called `AccessDatabaseEngine_x64.exe`. The latest and correct version of the Access Database Engine is 2010 Service Pack 2. Currently there is no 2013 version of the Access Database Engine released or planned. The 2010 version works correctly with all Office 2013 installations. [block:embed] { "html": false, "url": "http://www.microsoft.com/en-us/download/details.aspx?id=13255", "title": "Microsoft Access Database Engine 2010 Redistributable", "favicon": "http://www.microsoft.com/favicon.ico?v2", "image": "http://c.s-microsoft.com/en-us/CMSImages/office_symbol_clr_56x56.png?version=7eba901e-49a1-9255-cc0a-27de320be050" } [/block] <br /> ##STEP 3 - UNINSTALL THE MICROSOFT ACCESS DATABASE ENGINE After downloading is complete then check that the file is around 25MB to 28MB in size (depending on the version). If you encounter a standard Windows error that says `[...] is not a valid Win32 application` then your installer file is corrupt and you need to download the installation application again because the download did not complete successfully. Run the Access Database Engine installation application and select the ‘Uninstall’ option as shown below (**IMPORTANT: do not choose the "Reinstall or Repair" option**). [block:image] { "images": [ { "image": [ "https://files.readme.io/a9ca55f-support-problem-dataengine-uninstall.jpg", "support-problem-dataengine-uninstall.jpg", 526, 456, "#f2f2f1" ] } ] } [/block] <br /> ##STEP 4 - INSTALL THE MICROSOFT ACCESS DATABASE ENGINE After the Microsoft Access Database Engine has been uninstalled then run the installation file again and follow the generic instructions to complete the installation of the software. After this is complete then the original error should no longer occur when importing a standard forest description. If an error occurs during the installation of the Microsoft Access Database Engine then please go to Step 5 below and confirm the error matches that shown. Instruction to overcome this error are then provided. [block:image] { "images": [ { "image": [ "https://files.readme.io/tPQWXSfuQxuD3tRx71cH_support-problem-dataengine-install.jpg", "support-problem-dataengine-install.jpg", "526", "456", "#a74e38", "" ] } ] } [/block] <br /> ##STEP 5 - IF AN ERROR OCCURRED WHEN INSTALLING If the error below occurs when you are installing the Microsoft Access Database Engine then an incompatibility between the 32-bit version and the 64-bit version has occurred. This is likely to be the unintended result of Microsoft Excel 32-bit being uninstalled and replaced with Microsoft Excel 64-bit on the machine after the 32-bit version of the Microsoft Access Database Engine was installed. Before proceeding **confirm that you downloaded the correct version of the Microsoft Access Database Engine that matches your version of Microsoft Excel as advised in Step 2 above**. If the correct version was downloaded then you need to use the Command Line force the installation of the 64-bit version of the Microsoft Access Database Engine to alongside the 32-bit version. [**These further instructions are shown in Step 3 and Step 4 at this link.**](doc:changing-excel#step-3-open-an-admminstrator-command-prompt) There is no need to continue past Step 4 at the link above once the Microsoft Access Database Engine has been forced to install via the Command Line. [block:image] { "images": [ { "image": [ "https://files.readme.io/4c93f86-support-problem-ade-error.jpg", "support-problem-ade-error.jpg", 416, 219, "#edeeee" ] } ] } [/block] <br /> <br /> [block:api-header] { "type": "basic", "title": "The 'Update Data' Macro Button Won't Work" } [/block] All versions of Microsoft Excel both 32-bit and 64-bit may experience a lack of functionality associated with buttons and links that run macros within Excel workbooks after recent Microsoft Office Updates. The problem still exists as at April 2015, and can reoccur with subsequent official Microsoft Office Updates. If you cannot "click" the buttons on the standard reporting templates then it is likely that you need to follow the steps below to reset the macro functionality in your version of Microsoft Excel. <br /> ##STEP 1 - OPEN WINDOWS FILE EXPLORER AT %LOCALAPPDATA% To reset your macro functionality, find and delete all versions of the file called `MSFORMS.EXD` that reside in your user profile. After recent Microsoft Office updates this file develops an unexplained incompatibility. Close all applications that may be open including all Office and Excel files as well as Microsoft Outlook. Then open Windows File Explorer and in the file path command line type `%LOCALAPPDATA%` (as shown below) and press ‘Enter’. [block:image] { "images": [ { "image": [ "https://files.readme.io/wEpiloRyTWO3UirFnXQg_support-problem-macro-appdata.jpg", "support-problem-macro-appdata.jpg", "818", "586", "#3a6283", "" ] } ] } [/block] <br /> ##STEP 2 - FIND AND DELETE THE EXISTING VERSIONS OF MSFORMS.EXD You should now be in a directory similar to `C:\Users\[…username…]\AppData\Local`. Type `MSFORMS.EXD` in the search box and press `Enter`. Highlight all the files called `MSFORMS.EXD` that are found by the search and press `Delete`. Now open a reporting template in Excel and check that the macro buttons are now functioning like normal. [block:image] { "images": [ { "image": [ "https://files.readme.io/JK0GFCFaRCGQo82026x9_support-problem-macro-msforms.jpg", "support-problem-macro-msforms.jpg", "818", "586", "#3d5367", "" ] } ] } [/block] <br /> <br /> [block:api-header] { "type": "basic", "title": "Could Not Determine License Manager Version" } [/block] When using the software licensing application to create a new license file, if the error "Could not determine the version of the License Manager" arises the problem is likely that the Sentinel license manager service has unexpectedly stopped or has not been set to automatic startup. The error would normally look like this: [block:image] { "images": [ { "image": [ "https://files.readme.io/HfktgJiRRcy0dJWXrsWx_support-problem-sentinel-error.jpg", "support-problem-sentinel-error.jpg", "417", "426", "#c8382d", "" ] } ] } [/block] <br /> ##STEP 1 - OPEN THE WINDOWS SERVICES CONSOLE To access the Sentinel license manager service and determine its current status open the Windows Services Console. To do this then run the command `services.msc` from the Windows/Start menu and/or "Run" box in Windows 8 or Windows 10. [block:image] { "images": [ { "image": [ "https://files.readme.io/ded5c6e-support-problem-windows-services.jpg", "support-problem-windows-services.jpg", 1302, 558, "#309ed3" ], "sizing": "full" } ] } [/block] <br /> ##STEP 2 - START THE SENTINEL LICENSE MANAGER SERVICE Review the status of the Sentinel license manager service that is installed on the machine. Once the Windows Services Console starts the various services can be sorted by their name. Scroll down to the entry called "Sentinel LDK License Manager" or "Sentinel Local License Manager" and review its current condition. [block:callout] { "type": "warning", "body": "If for some reason you cannot find an entry for a service called \"Sentinel LDK License Manager\" or \"Sentinel Local License Manager\" the license manager and associated drivers need to be reinstalled. Follow the instructions available [here](doc:common-problems#how-to-reinstall-the-sentinel-ldk-drivers).", "title": "Cannot find an entry for the Sentinel License Manager?" } [/block] The "Status" of the service should be "Running" and the "Startup Type" should be "Automatic". It the service does not have a status entry then it is stopped. Right click the Sentinel license manager entry and from the sub-menu click "Start". If the Startup Type condition of the service is not set to "Automatic" then please continue to Step 3, otherwise the original error should not now occur when using the software licensing application. [block:image] { "images": [ { "image": [ "https://files.readme.io/T7MVDoQbW2WF3ekOx7Ng_support-problem-sentinel-service.jpg", "support-problem-sentinel-service.jpg", "1041", "589", "#365061", "" ], "sizing": "full" } ] } [/block] <br /> ##STEP 3 - START THE LICENSE MANAGER SERVICE TO AUTOMATIC If the Sentinel license manager service did not show "Automatic" as its Startup Type then the service needs its startup condition changed. Right click the service and select the sub-menu option "Properties". Drop down the Startup Type list box and select the entry "Automatic". Click the button "Apply" and then click the button "OK" to save this startup condition. The license manager will now automatically start each time the machine is rebooted. [block:image] { "images": [ { "image": [ "https://files.readme.io/04ad505-support-problem-sentinel-startup.jpg", "support-problem-sentinel-startup.jpg", 421, 475, "#edebe4" ] } ] } [/block] <br /> <br /> [block:api-header] { "type": "basic", "title": "Waiting Until Sentinel LDK Run-Time Avaliable" } [/block] The software is required to incorporate the Sentinel Protection System as part of agreements with third-party supplies of libraries and object code. If the error "Waiting until Sentinel LDK Run-Time Environment is available" arises when the software is started then the problem is likely that the Sentinel license manager service has unexpectedly stopped or has not been set to automatic startup. It could also mean that the software license is not currently up to date. Try the steps below to fix this condition. The error would normally look like this: [block:image] { "images": [ { "image": [ "https://files.readme.io/jN8txwphRfCRpZcaXDzL_support-problem-sentinel-runtime.jpg", "support-problem-sentinel-runtime.jpg", "440", "172", "#bd554d", "" ] } ] } [/block] <br /> ##STEP 1 - OPEN THE WINDOWS SERVICES CONSOLE To access the Sentinel license manager service and determine its current status open the Windows Services Console. To do this then run the command "services.msc" from the Windows/Start menu and/or "Run" box in Windows 8 or Windows 10. [block:image] { "images": [ { "image": [ "https://files.readme.io/f4f049b-support-problem-windows-services.jpg", "support-problem-windows-services.jpg", 1302, 558, "#2f9fd2" ], "sizing": "full" } ] } [/block] <br /> ##STEP 2 - START THE SENTINEL LICENSE MANAGER SERVICE Review the status of the Sentinel license manager service that is installed on the machine. Once the Windows Services Console starts the various services can be sorted by their name. Scroll down to the entry for the "Sentinel LDK License Manager" or "Sentinel Local License Manager" service and review its current condition. If for some reason you cannot find an entry for a service called "Sentinel LDK License Manager" or "Sentinel Local License Manager" the license manager and associated drivers need to be reinstalled. Follow the instructions available [here](doc:common-problems#how-to-reinstall-the-sentinel-ldk-drivers). The "Status" of the service should be "Running" and the "Startup Type" should be "Automatic". If the service Status is already shown as "Running" then the software license needs to be updated. Please go [here ](doc:software-installation#step-5-request-a-software-licensing-file)and follow Steps 5 to 7 only. It the service does not have a status entry then it is stopped. Right click license manager service entry and from the sub-menu click "Start". If the Startup Type condition of the service is not set to "Automatic" then please continue to Step 3, otherwise the original error should not now occur when starting the software. [block:image] { "images": [ { "image": [ "https://files.readme.io/apqLizYGRW5mgK97ESWx_support-problem-sentinel-service.jpg", "support-problem-sentinel-service.jpg", "1041", "589", "#365061", "" ], "sizing": "full" } ] } [/block] <br /> ##STEP 3 - SET THE LICENSE MANAGER SERVICE TO AUTOMATIC If the Sentinel license manager service did not show "Automatic" as its Startup Type then the service needs its startup condition changed. Right click the service and select the sub-menu option "Properties". Drop down the Startup Type list box and select the entry "Automatic". Click the button "Apply" and then click the button "OK" to save this startup condition. The license manager will now automatically start each time the machine is rebooted. [block:image] { "images": [ { "image": [ "https://files.readme.io/tWO3BBAsScqdCNBgQfjV_support-problem-sentinel-startup.jpg", "support-problem-sentinel-startup.jpg", "421", "475", "#3a5979", "" ] } ] } [/block] <br /> <br /> [block:api-header] { "type": "basic", "title": "CREATE DATABASE Permission Denied" } [/block] The software uses Microsoft SQL Server as its DBMS. All users of the software need to be able to create and delete databases from the underlying SQL Server instance. All users therefore need to be assigned the Server Role of 'dbcreator' at the least. It is common practice when using Microsoft SQL Server Express as the DBMS to give end users full 'sysadmin' rights on the instance as this is local to their machine and not for use across the enterprise. If a user has not been assigned either of these two Server Roles then the error shown below will occur. To assign the correct Server Roles to end users then follow the steps outlined below. [block:image] { "images": [ { "image": [ "https://files.readme.io/56ee554-support-problem-create-database.jpg", "support-problem-create-database.jpg", 891, 422, "#eff2f3" ], "sizing": "full" } ] } [/block] <br /> ##STEP 1 - OPEN A WINDOWS COMMAND PROMPT AS AN ADMINISTRATOR This error is most likely to occur when the end-user does not have administrator rights on their local machine and SQL Server Express was setup without giving all end users of the machine 'dbcreator' or 'sysadmin' server roles. To apply these roles to all users of the local SQL Server Express instance then firstly open a Command Prompt window with local administrator rights. To do this navigate to "Start/All Programs/Accessories" and right click the entry called "Command Prompt" and select "Run as Administrator". In Windows 8 and Windows 10 right click the bottom left corner of the Desktop and select "Command Prompt (Admin)". The system may ask for the user name and password of a local administrator to continue. Supply this information and a Command Prompt window will open. [block:image] { "images": [ { "image": [ "https://files.readme.io/3yHneoXTAuKmWa89nk2x_support-problem-admin-cmd.jpg", "support-problem-admin-cmd.jpg", "915", "552", "#35617a", "" ], "sizing": "full" } ] } [/block] <br /> ##STEP 2 - USE SQLCMD TO GIVE USERS THE SYSADMIN SERVER ROLE The tool SQLCMD is used to update the SQL Server Express instance used by the software. Normally the SQL Server Express instance will be called either 'SQLEXPRESS' or 'TIGERMOTH'. The correct instance would have been selected when the software was first started, or can be selected again from the software menu item Tools/Setup. Type one of the two following commands and press Enter/Return SQLCMD -S .\TIGERMOTH -E or SQLCMD -S .\SQLEXPRESS -E If the name of the local SQL Server Express instance is different, use that name instead of 'SQLEXPRESS' or 'TIGERMOTH' in this first command. If the instance named is not correct then an error will result. If the instance named is correct then the command prompt ' 1> ' will be shown. Type the commands shown below and press Enter/Return after each. These are shown in the screenshot below and after these commands have been successfully entered the original CREATE DATABASE error should no longer occur. ``` USE master GO ``` and then ``` EXEC sp_addsrvrolemember 'BUILTIN\Users', 'sysadmin'; GO ``` [block:image] { "images": [ { "image": [ "https://files.readme.io/3KG338VDQKu4BpzIP8uy_support-problem-sqlcmd.jpg", "support-problem-sqlcmd.jpg", "677", "355", "#c5534f", "" ] } ] } [/block] <br /> <br /> [block:api-header] { "type": "basic", "title": "How To Reinstall The Sentinel LDK Drivers" } [/block] There may be times when the Sentinel license manager and associated software drivers need to be reinstalled. If a user has attempted an install of the Run-Time Environment (RTE) without having adequate local administrator rights then a reinstall of the Sentinel drivers may be needed. Sometimes other software such as ESRI ArcGIS can uninstall the Sentinel drivers and replace them with earlier versions of the license manager that breaks compatibility with modern applications. Some enterprise group policies may also prevent the drivers from correctly installing as part of the RTE installation and the manual process below will enable errors to be identified and fixes applied. <br /> ##STEP 1 - OPEN A WINDOWS COMMAND PROMPT AS AN ADMINISTRATOR Open a Command Prompt window with local administrator rights. To do this navigate to "Start/All Programs/Accessories" and right click the entry called "Command Prompt" and select "Run as Administrator". In Windows 8 and Windows 10 right click the bottom left corner of the Desktop and select "Command Prompt (Admin)". The system may ask for the user name and password of a local administrator to continue. Supply this information and a Command Prompt window will open. [block:image] { "images": [ { "image": [ "https://files.readme.io/xXLxljySjmR6ibB8qaj8_support-problem-admin-cmd.jpg", "support-problem-admin-cmd.jpg", "915", "552", "#35617a", "" ], "sizing": "full" } ] } [/block] <br /> ##STEP 2 - FORCE A RESINTALL OF THE SENTINEL LICENSE MANAGER AND DRIVERS The following commands need to be issued followed by Enter/Return. Note that the quotation marks in the first command are mandatory. A screenshot of the process is shown below, and after installation has completed a window will show advising if the reinstall was successful. If an error results after the final command is issued then close the error notification box, leave the Command Prompt window open and continue to Step 3. [block:callout] { "type": "danger", "body": "If you are running anti-virus products such as Trend Micro, Webroot or Kaspersky then these need to be halted and/or disabled on the local machine before proceeding to reinstall the Sentinel license manager and drivers. it is highly likely that these anti-virus products will prevent the Sentinel license manager and drivers from being installed correctly if they are not halted and/or disabled while the reinstall is conducted.", "title": "DISABLE TREND-MICRO, WEBROOT OR OTHER ANTI-VIRUS PROCESSES" } [/block] If after the final command a window is displayed that confirms the operation was successful, no further action is necessary. The commands that need to be issued are: ``` CD "C:\Program Files\TigermothRTE" haspdinst.exe -kp -purge haspdinst.exe -i -fss -kp -fi ``` [block:image] { "images": [ { "image": [ "https://files.readme.io/FEAHLvlZRugOHcNoQkeY_support-problem-reinstall-sentinel.jpg", "support-problem-reinstall-sentinel.jpg", "675", "343", "#6ba9ef", "" ] } ] } [/block] <br /> ##STEP 3 - DOWNLOAD THE INTERACTIVE INSTALLER FOR THE SENTINEL DRIVERS Follow the link below called "Sentinel Downloads" to access the download of the interactive version of the "Sentinel HASP/LDK - Windows GUI Run-time Installer" from the Sentinel website. [block:embed] { "html": false, "url": "https://sentinelcustomer.gemalto.com/sentineldownloads/", "title": "Sentinel Downloads", "favicon": "https://sentinelcustomer.gemalto.com/favicon.ico" } [/block] This download will normally be at the top of the following web page under the "Featured Downloads" section as shown below. Click the link to the file and then scroll to the bottom of the subsequent licensing agreement page and click the "I Accept" button to begin the download. [block:image] { "images": [ { "image": [ "https://files.readme.io/42e3a03-support-problem-reinstall-download.jpg", "support-problem-reinstall-download.jpg", 1195, 480, "#713260" ] } ] } [/block] The download will be a ZIP file containing the installation file "HASPUserSetup.exe". Extract this file to a temporary location and double click it to start the install. Accept the licensing agreement terms and click 'Next' to progress through the install. [block:image] { "images": [ { "image": [] } ] } [/block] The installation will progress, and finally the following completion screen should be displayed. It is important to note that the Windows Firewall would have been changed to allow the Sentinel license manager to communicate using port 1947. If a third party (non-Microsoft) firewall is being used on the local machine then this may need to have port 1947 manually opened for local communication. [block:image] { "images": [ { "image": [ "https://files.readme.io/d8Av2MwGTjycCXGXC7kN_support-problem-reinstall-wingui.jpg", "support-problem-reinstall-wingui.jpg", "517", "401", "#b8584c", "" ] } ] } [/block] If an error similar to that shown below ("Windows Error: 5") is reported during the installation of the Sentinel drivers, then anti-virus software or local machine policy is preventing the installation from proceeding correctly. Disable all anti-virus software, including ending all system level Windows process and services that are anti-virus related. Typically this will occur if you are running Trend Micro or Webroot anti-virus products. Once these are disabled then try to reinstall the Sentinel drivers again and complete Step 3. Once the Sentinel drivers are correctly installed without error proceed to Step 4 below. [block:image] { "images": [ { "image": [ "https://files.readme.io/9a70579-support-problem-sentinel-install-error-2.jpg", "support-problem-sentinel-install-error-2.jpg", 515, 397, "#292d31" ], "sizing": "smart" } ] } [/block] <br /> ##STEP 4 - ADD THE SENTINEL VENDOR INFORMATION Using the Command Prompt window created for Step 2, the following command(s) need to be issued. A screenshot of the process is shown below, and after installation has completed a window will show advising if the operation was successful. If an error results then please take a screenshot of the error and send a support request to support@tigermoth.com. The commands that need to be issued are: ``` CD "C:\Program Files\TigermothRTE" haspdinst.exe -i ``` [block:image] { "images": [ { "image": [ "https://files.readme.io/1hveET6KTMSJ9Nyo0v6t_support-problem-reinstall-command.jpg", "support-problem-reinstall-command.jpg", "675", "343", "#6ba9ef", "" ] } ] } [/block] <br /> After the operation has successfully completed the following window should be shown. Note that on some systems the window may be compressed and only the 'OK' button may be visible. It would be prudent to check that the Sentinel license manager service is now running and is set to start automatically. To check the status of the Sentinel license manager service follow Steps 1, 2 and 3 from the instructions located [here](doc:common-problems#could-not-determine-license-manager-version). [block:image] { "images": [ { "image": [ "https://files.readme.io/389fcf6-support-problem-reinstall-success.jpg", "support-problem-reinstall-success.jpg", 254, 157, "#ebeef1" ] } ] } [/block] <br /> <br /> [block:api-header] { "type": "basic", "title": "This Program is Blocked by Group Policy" } [/block] There may be times when the software is blocked from operating in its default installation directory. The default installation directory relies on the environmental variable %LOCALAPPDATA%. Normally users are free to access this location for their applications and data, however in some situations a Group Policy may be in place that prevents application files from executing at this location. The error below is typical of the message shown when a group policy is preventing a component of the software from operating correctly. This error can occur when either the Licensing application is used, the main software application is started after a change in policy, or in some circumstances when the software is uninstalled. If this error occurs when using any component of the software then a simple reinstall of the software interface to an alternative directory is all that is required. Follow the steps outlined below to install the software to an alternative directory. [block:image] { "images": [ { "image": [ "https://files.readme.io/qvqBnCIBTmCSgoVhxAIy_support-problem-policy-error.jpg", "support-problem-policy-error.jpg", "572", "139", "#7b6357", "" ] } ] } [/block] <br /> ##STEP 1 - DOWNLOAD THE USER INTERFACE If you haven't done so already, request and install the latest version of the software interface by following Step 3 of the Installation instructions [here](doc:software-installation#step-3-request-the-tigermoth-user-interface). Make sure that the installation file aligns with the version of Microsoft Excel that is installed on the local machine. <br /> ##STEP 2 - INSTALL THE USER INTERFACE IN AN ALTERNATIVE DIRECTORY Close any existing Tigermoth windows that may be open. Do not run the user interface uninstall application as this is likely to be prohibited by the group policy that is in place on the local machine. Double click the user interface installation file. Click 'Next' to proceed to the option to 'Choose Install Location'. Enter the alternative directory for the software installation, commonly "C:\Tigermoth" or browse to an existing installation directory as shown below. Click 'Install' to complete the user interface installation. [block:image] { "images": [ { "image": [ "https://files.readme.io/O07knuqRMCLvuFwyvSir_support-problem-install-location.jpg", "support-problem-install-location.jpg", "514", "401", "#b95849", "" ] } ] } [/block] There is no need to reinstall or uninstall the Tigermoth Runtime Environment (RTE). This component is not impacted by group policies on the local machine because it is installed with full administrator rights. Only the user interface needs to be reinstalled if a group policy renders the default installation location unworkable. <br /> <br /> [block:api-header] { "type": "basic", "title": "The Macro Buttons and Button Text Expand When Clicked" } [/block] All versions of Microsoft Excel both 32-bit and 64-bit may experience strange resizing of the buttons and button text that run macros within Excel workbooks after a Microsoft Office Update. If you "click" the buttons on the standard reporting templates and the button size expands or the button text expands, and the buttons lose their functionality, you can follow the steps below to reset the correct functionality of the buttons in your version of Microsoft Excel. <br /> ##STEP 1 - OPEN WINDOWS FILE EXPLORER AT %APPDATA%\Microsoft\Excel Close all applications that may be open including all Office and Excel files as well as Microsoft Outlook. Then open Windows File Explorer and in the file path command line type %APPDATA%\Microsoft\Excel (as shown below) and press ‘Enter’. [block:image] { "images": [ { "image": [ "https://files.readme.io/3014b49-support-problem-button-appdata.jpg", "support-problem-button-appdata.jpg", 901, 588, "#f0f1f1" ] } ] } [/block] <br /> ##STEP 2 - DELETE THE EXISTING FILE CALLED EXCEL15.XLB You should now be in a directory similar to ‘C:\Users\[…username…]\AppData\Roaming\Microsoft\Excel’. There should be a file called 'Excel15.xlb' (for Excel 2013), 'Excel14.xlb' (for Excel 2010) or 'Excel12.xlb' (for Excel 2007). Delete this file. Open a new reporting template in Excel and check that the macro buttons are now functioning as they should without randomly expanding. [block:image] { "images": [ { "image": [ "https://files.readme.io/0V67mafaTryulauDD6lZ_support-problem-button-filedelete.jpg", "support-problem-button-filedelete.jpg", "901", "587", "#3e5468", "" ] } ] } [/block] <br /> [block:api-header] { "type": "basic", "title": "An 'Attempted to Read or Write Protected Memory' Error" } [/block] This error occurs when anti-virus software is preventing the software application from opening a File Open dialog box. If the software was working correctly, but then this error occurs whenever the `Import Forest Description` button is pressed, then the anti-virus software on the machine is now preventing the software from operating correctly. This normally occurs when enterprise anti-virus software is upgraded and its compatibility with the software has not been tested. The workaround is to set the anti-virus software to white-list (ignore and treat as safe) the files that are present in the installation directory of the software. White-listing the entire installation directory of the software by default is recommended so that future software updates don't also get quarantined by the anti-virus software. If the problem persists then uninstalling the software and reinstalling to a simple directory such as C:\TIGERMOTH and then permanently white-listing this directory may be the best option. [block:image] { "images": [ { "image": [ "https://files.readme.io/7614b85-support-problem-antivirus.jpg", "support-problem-antivirus.jpg", 1024, 768, "#eeeeed" ], "sizing": "full" } ] } [/block] <br /> [block:api-header] { "type": "basic", "title": "Unable to cast COM object of type 'Microsoft.Office.Interop'" } [/block] This error seems to occur when Microsoft Office has somehow become corrupted or unstable and needs to be repaired using its built in repair functions. The most common type of error is shown below and normally only presents when using the Parallel Import routines for loading the forest description. Sometimes the error can also read `[threadSheetRegime]: The remote procedure call failed.` (as an example). To fix this error carefully follow the two steps below. [block:image] { "images": [ { "image": [ "https://files.readme.io/81339bd-support-problem-office-error.jpg", "support-problem-office-error.jpg", 886, 487, "#292b31" ], "sizing": "full" } ] } [/block] ##STEP 1 - OPEN WINDOWS PROGRAMS AND FEATURES Open the Windows Control Panel, and select the item called 'Programs' and then select the next item called 'Programs and Feature'. In Windows 10 then right-clicking the Windows Start button at the bottom left hand side will present a list of menu options that includes a link directly to 'Programs and Features'. Select the entry for 'Microsoft Office Professional' and then click the button 'Change' as shown below. [block:image] { "images": [ { "image": [ "https://files.readme.io/a476696-support-problem-office-errors.jpg", "support-problem-office-errors.jpg", 823, 654, "#e8ecef" ], "sizing": "full" } ] } [/block] <br /> ##STEP 2 - UNDERTAKE A 'QUICK REPAIR' OF MICROSOFT OFFICE After clicking the 'Change' button then an option for repairing Microsoft Office should open. Select the 'Quick Repair' option and the press the button `Repair` as shown below. **DO NOT** select the 'Online Repair' option. [block:image] { "images": [ { "image": [ "https://files.readme.io/776bd33-support-problem-office-repair.jpg", "support-problem-office-repair.jpg", 523, 336, "#313033" ], "sizing": "original" } ] } [/block] [block:callout] { "type": "danger", "title": "DO NOT SELECT THE 'ONLINE REPAIR' OPTION", "body": "Do not select the 'Online Repair' option. Selecting this option will completely uninstall Microsoft Office and download and reinstall the software. This is not necessary. The 'Quick Repair' option should rectify the error that was preventing the software from working." } [/block] <br /> [block:api-header] { "title": "Parallel Import Error 'Exception from HRESULT: 0x800A03EC'" } [/block] If an `Exception from HRESULT: 0x800A03EC` error occurs (shown below) when importing a Standard Forest Description using the parallel import routines, then close the software and close all instances of Microsoft Excel. Open the Standard Forest Description workbook that gave the error and save it again with a new filename making sure to use the *.XLSB Binary Format for the new Excel workbook. it is important to open and save the workbook with a new name. Try importing the Standard Forest Description again to overcome the error below. [block:image] { "images": [ { "image": [ "https://files.readme.io/736e7fd-support_problems_import_error_0x800A03EC.jpg", "support_problems_import_error_0x800A03EC.jpg", 914, 271, "#212024" ], "sizing": "full" } ] } [/block] <br /> [block:api-header] { "title": "#NUM! Errors are Appearing in the Excel Template Pivot Tables" } [/block] The March 27, 2018 update for Excel 2016 to Version 1803 (Build 9126.2116) and the April 11, 2018 update for Excel 2016 to Version 1803 (Build 9126.2152) are returning #NUM! errors instead of 0s (zeros) in the pivot tables of the reporting templates (example below). This error has been reported to Microsoft for their attention, but there is currently not a fix for these versions of Excel 2016 if these types of #NUM! errors appear in pivot tables linked to external data sources. The error is affecting both 32-bit and 64-bit versions of Excel 2016 Version 1803 (Build 9126.2116) and Version 1803 (Build 9126.2152). The latest releases of both Excel 2013, and Excel 2010 are not affected by this error. [block:image] { "images": [ { "image": [ "https://files.readme.io/c76bbdf-num_errors_0.JPG", "num_errors_0.JPG", 1003, 497, "#36363a" ] } ] } [/block] Currently (as at 17 May 2018) the only solution is to revert to the previous version of Excel 2016 that was released on March 13, 2018 and is listed as being Excel 2016 Version 1802 (Build 9029.2253). The following instructions show how to revert to this version of Excel and avoid #NUM! errors being return from external data sources. <br /> ##STEP 1 - VERIFY YOUR VERSION OF EXCEL 2016 BEFORE PROCEEDING Open a new blank ‘Excel’ workbook and then click ‘File’ at the top left, then click ‘Account’. On the right-hand side 'About Excel' will show the current version and build details. If you are running Microsoft Office 365 ProPlus then the version and build information will be towards the top, under the Subscription Product heading. [block:image] { "images": [ { "image": [ "https://files.readme.io/822d5c5-num_errors_1.JPG", "num_errors_1.JPG", 646, 522, "#f2f3f2" ], "sizing": "smart" } ] } [/block] If your version and build of Excel 2016 is listed below then your installed version of Microsoft Excel 2016 will produce #NUM! errors when returning external data to Excel pivot tables. * Excel 2016 Version 1803 Build 9126.2116 * Excel 2016 Version 1803 Build 9126.2152 * Excel 2016 Version 1804 Build 9226.2114 * Excel 2016 Version 1804 Build 9226.2126 If you are running these combinations of Excel 2016 versions and builds of then you should proceed with Steps 2 to 4. **If you are not running these versions of Excel 2016 or you are running Excel 2013 or Excel 2010 then DO NOT proceed with the instructions below** - only the versions and builds listed above of **Microsoft Excel 2016 **will return #NUM! errors from external data sources. [block:callout] { "type": "danger", "title": "IMPORTANT", "body": "Only proceed with Steps 2 to 4 if your are running Excel 2016 and you version and build of Excel 2016 is listed above. Steps 2 to 4 **SHOULD NOT** be undertaken if you are running Excel 2013 or Excel 2010." } [/block] <br /> ##STEP 2 - TURN OFF AUTOMATIC UPDATES FOR MICROSOFT EXCEL Click the 'Update Options' button and select the 'Disable Updates' option. This is important because it allows a previous version of Excel 2016 to be installed and remain in place without being automatically updated. [block:image] { "images": [ { "image": [ "https://files.readme.io/3993be4-num_errors_2.JPG", "num_errors_2.JPG", 635, 600, "#f1f1f1" ] } ] } [/block] After 'Disable Updates' has been selected then the 'Office Updates' section should say 'This product will not be updated.' as shown below. [block:image] { "images": [ { "image": [ "https://files.readme.io/079b887-num_errors_3.JPG", "num_errors_3.JPG", 665, 574, "#f3f2e8" ] } ] } [/block] <br /> ##STEP 3 - REVERT TO EXCEL 2016 VERSION 1802 BUILD 9029.2253 Open a Windows PowerShell (Admin) window by right clicking the Windows Start button at the bottom left hand side and selecting Windows PowerShell (Admin) as shown below. [block:image] { "images": [ { "image": [ "https://files.readme.io/ef718cd-num_errors_4.JPG", "num_errors_4.JPG", 601, 670, "#16283c" ] } ] } [/block] Issue the following commands at the PowerShell prompt. Each command can be copied and pasted from the text below. ``` CMD CD %PROGRAMFILES%\Common Files\Microsoft Shared\ClickToRun OfficeC2RClient.exe /update user updatetoversion=16.0.9029.2253 ``` [block:image] { "images": [ { "image": [ "https://files.readme.io/33094e6-num_errors_5.jpg", "num_errors_5.jpg", 931, 457, "#042453" ] } ] } [/block] After the final command is entered, Microsoft Office will enter update mode and proceed to download and install the March 13, 2018 release of Office version 1802 (Build 9029.2253). This will download about 800MB of data and needs to be left to download and install. When the process is complete the 'Office' download window will close without notification. It is advisable to reboot the PC after the download has completed and Office has been installed. [block:image] { "images": [ { "image": [ "https://files.readme.io/249727b-num_errors_6.jpg", "num_errors_6.jpg", 931, 458, "#052453" ] } ] } [/block] <br /> ##STEP 4 - VERIFY THAT EXCEL 2016 IS VERSION 1802 BUILD 9029.2253 Open a new blank ‘Excel’ workbook and then click ‘File’ at the top left, then click ‘Account’. On the right-hand side 'About Excel' will show the current version and build details. You should now be running Version 1802 Build 9029.2253 which is the March 13, 2018 release. [block:image] { "images": [ { "image": [ "https://files.readme.io/7d5dea0-num_errors_7.jpg", "num_errors_7.jpg", 621, 533, "#f3f3f2" ] } ] } [/block] <br /> [block:api-header] { "title": "Clicking the 'Update Data' Button Shows Duplicate of the Button" } [/block] All versions of Microsoft Excel both 32-bit and 64-bit may experience a lack of functionality associated with buttons and links that run macros within Excel workbooks after recent Microsoft Office Updates. If you "click" the buttons on the standard reporting templates and instead of working correctly the button is simply duplicated/mirrored below the button that was clicked then the steps below need to undertaken. An example of the 'Update Data' button being duplicated is shown below. [block:image] { "images": [ { "image": [ "https://files.readme.io/f41dd31-support-problem-duplicate-macro-button-example.jpg", "support-problem-duplicate-macro-button-example.jpg", 930, 530, "#e8e8e7" ] } ] } [/block] <br /> ##STEP 1 - CHANGE DISPLAY SCALE FACTOR TO 100% In the Windows 10 'Settings' interface, select 'System' and then select 'Display'. Under the option called 'Scale and Layout' then make sure that the size of text, apps and other items is set to 100%. Once this item is set to 100% open the Workbook and try to click one of the macros buttons. If the problem still persists then move to Step 2 below. <br /> ##STEP 2 - OPEN THE WORKBOOK AND PRESS ALT + F11 TO OPEN VBA Open the workbook that is having the problem and press ALT + F11 to open the VBA Module interface. Then click the 'Design Mode' button as shown below. This will enable the selection (as opposed to the clicking) of the macro buttons on the templates 'Summary' worksheet. [block:image] { "images": [ { "image": [ "https://files.readme.io/42fc950-support-problem-duplicate-macro-button-design-mode.JPG", "support-problem-duplicate-macro-button-design-mode.JPG", 748, 504, "#b9b8b8" ] } ] } [/block] <br /> ##STEP 3 - SELECT EACH BUTTON AND MOVE IT SLIGHTLY SIDE-TO-SIDE Go to the Summary worksheet of the Workbook and then click each Command Button to highlight it, and then using your mouse move it slightly left and right. Do this to each of the three buttons. Press ALT + F11 to open the VBA module again, and then click the Design Mode button again to disengage it. Then close the VBA module Window. The macro buttons should now work correctly again.