Beta Troubleshooting Guide

Find solutions to common issues and get back to testing quickly

All Issues
Installation
Add-in Loading
Functionality
Performance
Network
Compatibility

Quick Fixes - Try These First

These solutions resolve 80% of common beta issues:

Restart Word

Close Word completely and reopen to refresh the add-in

Check Internet

Ensure stable connection to app.datapublisher.io

Disable Antivirus

Temporarily disable to test if it's blocking the add-in

Run as Admin

Right-click Word and select "Run as Administrator"

Installation Issues

Problems with downloading, installing, or setting up the add-in

PowerShell Script Won't Run - Execution Policy Error

Error: "Cannot be loaded because running scripts is disabled on this system"
Solution:
  1. Right-click PowerShell and select "Run as Administrator"
  2. Run this command:
    Set-ExecutionPolicy -ExecutionPolicy RemoteSigned -Scope CurrentUser
  3. Type "Y" when prompted to confirm
  4. Try running the installer script again

Access Denied When Creating Folders

Error: "Access to the path 'C:\OfficeAddIns' is denied"
Solution:
  1. Ensure you're running PowerShell as Administrator
  2. Try installing to a different location:
    .\Install-DB2WordBeta.ps1 -InstallPath "D:\OfficeAddIns"
  3. Check Windows UAC settings and temporarily lower if needed
  4. Use manual installation if automated script continues to fail

Manifest File Not Found

Error: "Cannot find manifest-beta.xml file"
Solution:
  1. Verify the installer package was extracted completely
  2. Check that manifest-beta.xml exists in the manifest folder
  3. Specify the manifest path manually:
    .\Install-DB2WordBeta.ps1 -ManifestPath "C:\path\to\manifest-beta.xml"
  4. Re-download the installer package if file is missing

Add-in Loading Issues

The add-in won't appear or load properly in Microsoft Word

Add-in Button Not Appearing in Word Ribbon

Problem: Can't find "DataPublisher (Beta)" button in Word ribbon
Solution:
  1. Restart Word completely (close all Word windows)
  2. Check Insert → Get Add-ins → Shared Folder
  3. Verify trusted location in Word:
    File → Options → Trust Center → Trust Center Settings → Trusted Locations
  4. Ensure the path exactly matches: C:\OfficeAddIns\DB2WordBeta
  5. Try manually loading the add-in from the Shared Folder section

Cannot Load Add-in Error

Error: "Cannot load add-in" or similar error when trying to use the add-in
Solution:
  1. Clear Office cache:
    Delete contents of: %LOCALAPPDATA%\Microsoft\Office\16.0\OfficeFileCache\ %LOCALAPPDATA%\Microsoft\Office\TCDStore\
  2. Reset COM add-ins in Word:
    File → Options → Add-ins → COM Add-ins → Go
  3. Uncheck all add-ins, restart Word, then re-enable
  4. Run Word in safe mode to test: Win+R → winword /safe

Functionality Issues

Add-in loads but features don't work as expected

Authentication Failed - Cannot Login

Problem: Cannot log in with beta testing credentials
Solution:
  1. Verify you're using credentials from your beta invitation email
  2. Check caps lock and ensure correct spelling
  3. Clear browser cache (affects embedded browser):
    Close Word → Clear IE cache → Restart Word
  4. Test login at https://app.datapublisher.io in regular browser
  5. Contact support for new credentials if needed

CSV Import Not Working

Problem: CSV file upload fails or data doesn't appear correctly
Solution:
  1. Check file format:
    • Save CSV as UTF-8 encoding
    • No special characters in headers
    • File size under 10MB for beta
    • Maximum 10,000 rows
  2. Test with provided sample data first
  3. Ensure document is not protected
  4. Try with a new blank Word document

Network & Connectivity Issues

Problems connecting to the DataPublisher servers

Cannot Connect to Server

Error: "Cannot connect to app.datapublisher.io" or similar network errors
Solution:
  1. Test direct connection:
    ping app.datapublisher.io nslookup app.datapublisher.io
  2. Try opening https://app.datapublisher.io in your browser
  3. Check firewall settings and add exceptions for:
    • Word.exe
    • app.datapublisher.io domain
  4. For corporate networks: Contact IT to whitelist app.datapublisher.io
  5. Try connecting without VPN temporarily

Performance Issues

Slow loading, freezing, or responsiveness problems

Add-in is Slow or Unresponsive

Problem: Add-in takes long time to load or becomes unresponsive
Solution:
  1. Check internet speed - add-in requires stable connection
  2. Close other Office applications to reduce memory usage
  3. Restart Word for a fresh session
  4. Test with smaller CSV files (under 100 rows)
  5. Ensure Windows is up to date
  6. Check available RAM - 8GB recommended for optimal performance

Compatibility Issues

Problems with specific Office versions or Windows configurations

Office Version Compatibility

Problem: Add-in doesn't work with your Office version
Supported Versions:
  • ✅ Microsoft 365 (Current Channel)
  • ✅ Office 2021
  • ✅ Office 2019
  • ✅ Office 2016 (with latest updates)
  • ❌ Office 2013 and older
For Office 2016 users:
  1. Install all available Office updates
  2. Check Office version: File → Account → About Word
  3. Minimum build required: 16.0.4266.1001

Still Need Help?

If you can't find a solution here, our beta support team is ready to help!

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Response Time: Within 24 hours | Support Hours: Monday-Friday, 9 AM - 6 PM EST

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