It is rare for IT issues experienced using Scale-up Suite to be caused by Scale-up Suite; usually, the cause is some obscure IT setting on your system that we cannot replicate.  We recommend that you first check with colleagues whether they are having the same issue; this can lead to the fastest resolution for you and also indicate how widespread the problem is.

However, the procedure below will fix most add-in issues that you may encounter when working with Dynochem utilities or models.  If necessary after checking with colleagues, please run through the troubleshooting procedure as far as you need to address your issue:

• Close Excel
• Open Task Manager, view the Details tab and then ‘End task’ on any Excel processes that are still running
• In Scale-up Manager: release your Dynochem license and then click the Refresh icon (top right)
• Retry your model or utility

If that does not help:

• Close Excel
• Open Task Manager, view the Details tab and then ‘End task’ on any Excel processes that are still running

• Open a blank workbook in Excel
• Go to File > Options > Add-ins
• Is the Dynochem COM Add-in listed?
  
• Yes, it’s in the Active list:
  • Select ‘COM Add-ins’ in the ‘Manage:’ dropdown and then click Go…
  • Uncheck the box for the ‘Dynochem COM Add-in for Excel’ and then click OK
  • Go back in again to COM Add-ins and now re-check the Dynochem add-in and click OK
  • Retry your model or utility
• Yes, it’s in the Inactive list:
  • Select ‘COM Add-ins’ in the ‘Manage:’ dropdown and then click Go…
  • Check the box for the ‘Dynochem COM Add-in for Excel’ and then click OK
  • Retry your model or utility
• No, it’s not visible in the above lists:
  • Select Disabled Items in the ‘Manage:’ dropdown and then click Go…
  • If the Dynochem COM add-in is disabled
    • Select it and then click ‘Enable’ and OK or 'Close' if needed
    • Retry your model or utility
  • If the Dynochem add-in is not disabled, click ‘Close’ to return to File>Options>Add-ins
    • Select ‘COM Add-ins’ in the ‘Manage:’ dropdown and then click Go…
    • Click on Add... and then browse to C:\Program Files (x86)\Scale-up Systems\Scale-up Suite\Add-ins and select adxloader.Sus.Fusion.Addin.Excel.dll (32-bit Office) or adxloader64.Sus.Fusion.Addin.Excel.dll (64-bit Office)
    • Make sure the box for the 'Dynochem COM Add-in for Excel' is checked and then click OK
    • Close Excel
    • Re-open Excel
    • Retry your model or utility.

In some cases, customer local IT have found that what looked like Add-in issues were actually related to Windows Updates and the Windows WMI (Windows Management Instrumentation).  This potential cause is worth investigating with your local IT colleagues if the above procedure has not solved your issue.

If you continue to have problems after trying all of the above options, please send a screenshot of i) your Excel ribbon, ii) your add-ins list (File > Options > Add-ins) and iii) your Scale-up Manager plus any error message that you are seeing to support@scale-up.com.   

It may help you and your colleagues when using our utilities in general to make Scale-up Systems a Trusted Publisher on each user's computer.  Adding Scale-up Systems to Trusted Publishers allows our .xlsm formatted files to run more smoothly.  Our macros are always digitally signed:

• Please follow this link from Microsoft to see how to make us a Trusted Publisher
• It is possible for your IT colleagues to manage this setting for all users.  Details from Microsoft here
• Further details that may be helpful for you include a diagram of the logic applied in MS Office when opening Excel files containing program code.

If running Simulator leads to messages about Xbox gaming, use the Start Menu (Windows icon) to open Settings, then select Gaming and turn off the Xbox Game Bar.

If working with dynamic models in Simulator, Fitting or Optimization screens leads to messages about having Microsoft Office Applications open, this can be the result of an incomplete installation of Scale-up Suite. In that case, if you still have access to the SuS.msi file used to install your version, please open it and choose the Repair option.  If you do not have the installer available conveniently, we recommend that you reinstall from here: https://itr.scale-up.com/installer.