ISSUE: The DataSnipper addin is not showing on the toolbar in Excel. It is not showing as disabled. RESOLUTION: Activate the addin under the options menu in Excel Close and Open Excel Select File in the Ribbon > Options > Add-ins At the bottom next to Manage select the drop-down arrow, select COM Add-ins, and select Go Make certain that the DataSnipper option is selected > Select OK > Close and Open Excel If the add-in is still not showing, navigate to the manual unstaller:  \\ksmmanageengine\DC_Deploy\Acctg_Apps\DataSnipper\(lateset version)\Setup.msi

ISSUE: Errors are appearing when using or accessing an excel workbook with DataSnipper being used SOLUTION: Reboot your machine and try again Check to see if the add-in is enabled: DataSnipper - DataSnipper addin not showing Locate and capture the DataSnipper log file. Create a HelpDesk ticket and attach the file, with any relevant snips of the error messages Where to find the DataSnipper log file DataSnipper stores logs locally on your computer. The program related information in them helps support understand technical issues. Please ensure you follow the instructions for the version of DataSnipper you are using. DataSnipper 6.xx and higher Navigate to the "Learn", then the "About" option in the DATASNIPPER ribbon within Excel. This will present you with information about your DataSnipper license, including the version of DataSnipper you are using, and the option to save your log file. DataSnipper 4.0.x and below Open Windows Explorer and click into the address bar. Please copy the following address and paste it into the address bar. %appdata%/DataSnipper/DataSnipper-log.txt You're looking for a file called DataSnipper-log.txt. This is stored in the DataSnipper App Data folder for the current user. Please provide this log to your DataSnipper contact, or to support when requesting help support@datasnipper.com. Contents of the DataSnipper log The DataSnipper log contains information about DataSnipper's activity and performance. If you are having issues with a DataSnipper feature, a message may be available in the log that provides more detail about the nature of the issue. This can be useful for IT teams when ensuring services like DataSnipper Text Recognition are communicating properly.

ISSUE: staff removed files from their computer that were used for snips and the data is no longer traceable RESOLUTION: The screenshot shows that the document being accessed references a download folder. If the toggle below was off for the person who uploaded the document, this means that when they imported the documents, instead of embedding them in the workbook, they likely referenced a location specific to their local, such as a folder on their download/desktop. As a result, when a second user attempts to open the workbook, DataSnipper tries to access that original file path, but since it doesn’t have access to that location, you see the "The document is missing" message. This can typically be resolved by reimporting the relevant files, but to prevent this from happening in the future, there are two key considerations: Embed your documents instead of referencing external paths. If embedding is not preferred and you wish to reference the file path, ensure that the path is accessible to all users who need to access the document. For example, using a shared folder in SharePoint that all colleagues have access to.