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Troubleshooting installation problems

You see critical error page when you start TransTools installer

If you encounter the critical error page (see screenshot below), TransTools Installer cannot install TransTools on your system.

Installer critical error page

Possible reasons and steps to resolve the issue:

  • You are using the Windows Store version of Microsoft Office, also known as ‘Centennial version’ (usually this is Office 365, Office 2016 or Office 2019). This version of Microsoft Office cannot be detected by the installer because it uses undocumented add-in locations and does not store its version information in Windows Registry. To install TransTools in this case, you need to use the Manual Installation package instead. Read the Manual Installation Notes carefully, paying particular attention to the instructions concerning the Windows Store version of MS Office (in dark red color).
  • Microsoft Office is not installed or incorrect version of Microsoft Office. Please use the Manual Installation package instead.

TransTools is not visible in the ribbon / menus of Microsoft Word, Excel or PowerPoint

Refer to the Post-Installation Instructions page for instructions.

You see security warnings about TransTools when you start Microsoft Word, Excel or PowerPoint

Refer to the Post-Installation Instructions page for instructions.

You get an error message when you try to open one of the tools from the ribbon

In some cases you may see the following error when you click any button in TransTools ribbon:

Macro not found warning

There are two possible issues:

  1. TransTools add-in is blocked by your antivirus program. Some antivirus programs may block specific TransTools add-ins, such as TransTools for Word, because they consider them infected. One of such antivirus programs is 360 Total Security. TransTools products are checked for viruses on a regular basis and there has never been a single report about TransTools users being infected due to TransTools products. Do the following: close Microsoft Word, Excel and PowerPoint, then uninstall TransTools (make sure that the option to keep user settings in the uninstallation program remains checked), then go to your antivirus settings and add the problematic add-in's folder to the trusted locations list. Add-in folders are as follows:
    • TransTools for Word: C:\Users\<your_user_name>\AppData\Roaming\Microsoft\Word\STARTUP
    • TransTools for Excel, TransTools for PowerPoint: C:\Users\<your_user_name>\AppData\Roaming\Microsoft\AddIns
    • TransTools for Visio, TransTools for AutoCAD: C:\Users\<your_user_name>\Documents\TransTools

    Note: 'STARTUP' and 'AddIns' folders mentioned above may be translated in some versions of Microsoft Office such as the French or German versions.

  2. Problem after an update to Microsoft Office. Do the following: close Microsoft Word, Excel and PowerPoint, then uninstall TransTools (make sure that the option to keep user settings in the uninstallation program remains checked). Then download the latest version of TransTools from the Download page and install it. Open the Office application where you had the problem. The issue should be fixed.

TransTools for Word was installed successfully, but there is no TransTools menu or toolbars in Microsoft Word

Check the following:

  • If you have just installed TransTools and Microsoft Outlook was running during installation, you need to restart it.
  • Check that Word's Macro Security settings allow add-ins to be used. See Installation of TransTools for Word for more details.
  • Check that your virus scanner does not block Microsoft Word add-ins.
  • If you have Adobe Acrobat (not Acrobat Reader, but the actual PDF printer) installed on your computer, then Adobe Acrobat will cause TransTools menu to disappear under Word 2003 or earlier. This is due to a bug in Adobe Acrobat which affects many add-ins. To fix the problem, right-click Word toolbars and select 'TransTools' from the menu, which will give you an alternative access to TransTools commands.

Uninstall.log not found! Uninstallation cannot proceed!

This error is caused by the fact that Uninstall.log file, which is created during automatic installation, cannot be found in the program's directory, which is usually:

  • Windows Vista or newer: 'C:\Users\<your_user_name>\Documents\TransTools';
  • Windows XP or earlier: 'C:\Documents and Settings\<your_user_name>\My Documents\TransTools'.

(If you changed this directory during installation, use that directory). If you come across this rare error, you will need to uninstall TransTools manually.

Here's what you need to do:

  1. Deactivate TransTools for Excel, if it was activated.
  2. Close Microsoft Excel.
  3. Remove TransTools.xla and TransTools.loc (or simply two files named TransTools, if you cannot see file extensions) from:
    • Windows Vista or newer: C:\Users\<your_user_name>\AppData\Roaming\Microsoft\AddIns',
    • Windows XP or earlier: 'C:\Documents and Settings\<your_user_name>\Application Data\Microsoft\AddIns'.

    Note: 'AddIns' folder above may be translated in some versions of Microsoft Excel such as the French or German versions.

  4. Close Microsoft Word and Microsoft Outlook (if applicable) .
  5. Remove TransTools.dot and TransTools.loc (or simply two files named TransTools, if you cannot see file extensions) from
    • Windows Vista or later: 'C:\Users\<your_user_name>\AppData\Roaming\Microsoft\Word\STARTUP',
    • Windows XP or earlier: 'C:\Documents and Settings\<your_user_name>\Application Data\Microsoft\Word\STARTUP'.

    Note: 'STARTUP' folder above may be translated in some versions of Microsoft Word such as the French or German versions.

  6. Remove TransTools directory, which would normally be:
    • Windows XP or earlier: 'C:\Documents and Settings\<your_user_name>\My Documents\TransTools';
    • Windows Vista or later: 'C:\Users\<your_user_name>\Documents\TransTools'.

    If you would like to keep TransTools configuration file, delete all the files and subfolders in this directory except TransTools.cfg.

  7. Remove TransTools directory from:
    • Windows XP or earlier: 'C:\Documents and Settings\<your_user_name>\Start Menu\Programs';
    • Windows Vista or later: 'C:\Users\<your_user_name>\AppData\Roaming\Microsoft\Windows\Start Menu\Programs'.

Configuration file errors in TransTools for Word or TransTools for Excel

If you use any TransTools commands that rely on the configuration settings (Language Check / Check Translation, Automatic / Manual Localisation, Configure, Insert Symbol / Quotes) in either TransTools for Word or TransTools for Excel, you may encounter configuration file errors. Use the guidelines below to fix the problem:

  • In Microsoft Word, click Configure... under TransTools menu and open Configuration File tab. Make sure that no errors or special notifications are shown, or follow the prompts to change the configuration file.
  • If you installed TransTools for Excel:
    1. Close Microsoft Word;
    2. Open Microsoft Word add-ins folder:
      • Windows XP or earlier: 'C:\Documents and Settings\<your_user_name>\Application Data\Microsoft\Word\STARTUP',
      • Windows Vista or later: 'C:\Users\<your_user_name>\AppData\Roaming\Microsoft\Word\STARTUP'.

      Note: 'STARTUP' folder above may be translated in some versions of Microsoft Word such as the French or German versions.

    3. Copy TransTools.loc from this folder to the clipboard (if you cannot see file extensions in Windows Explorer, just copy the file with the smallest file size of the two).
    4. Open Microsoft Excel add-ins folder:
      • Windows XP or earlier: 'C:\Documents and Settings\<your_user_name>\Application Data\Microsoft\AddIns',
      • Windows Vista or later: C:\Users\<your_user_name>\AppData\Roaming\Microsoft\AddIns'.

      Note: 'AddIns' folder above may be translated in some versions of Microsoft Excel such as the French or German versions.

    5. Paste TransTools.loc to this folder.
    6. Restart Microsoft Excel.

If you installed TransTools using the Manual Installation package, replace the folders above with the folders you used during installation.

Tip: If you used the Automatic Installer, shortcuts to the add-in folders are also available under:

  • Windows XP or earlier: 'C:\Documents and Settings\<your_user_name>\My Documents\TransTools\Configure';
  • Windows Vista or later: 'C:\Users\<your_user_name>\Documents\TransTools\Configure'.

Double-click the shortcut for the add-in where the problem occurred.

TransTools menu not removed properly when 'TransTools for Visio' is closed

If Visio is not properly closed, you will see that TransTools menu still remains in the top menu of the program. TransTools for Visio is not really an add-in, so this menu works only if these files are open. To remove this menu, right-click on Visio toolbar and choose Customize.... The customization dialogue will be activated. Right-click the TransTools menu and choose "Remove". Then close the customization dialogue.

 

Developed by Stanislav Okhvat, 2007–2019

Microsoft Word®, Excel®, PowerPoint® and Visio® are registered trademarks of Microsoft Corporation.
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memoQ is copyright of Kilgray Translation Technologies.
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