Troubleshooting and Technical Support
Use the links to the left for support for a specific software product.Support Overview
DJI Computer Solutions conducts comprehensive testing of all its software releases in order to minimize any bugs or other issues that might plague the end user. In fact, we usually delay our releases for several months in order to thoroughly test them.
Despite our best efforts, we occasionally discover minor issues that require minor updates to our programs. These are supplied at no cost to registered users. We encourage you to visit our web site on occasion to check for minor releases as well as major upgrades and new programs.
If you have a question or problem, check the documentation or help file that came with the program to see if you can find an answer. If you are unable to solve the problem or need additional assistance, check the product support page by clicking the appropriate link in the Product Support contents frame to the left.
If you do not find an answer in the help file or on our web site, click the e-mail technical support link or you can e-mail us at firstname.lastname@example.org. Please be sure to provide a complete description of the problem including the exact wording of any error message, what you were doing when the error occurred, the version of Microsoft Excel that you are using and the version of Windows you are running.
On rare occasions, very aggressive spam blocking software on your ISP's mail server or on your own computer will block our response to your support request. If you do not receive a response within 24 hours, please check your spam folder and spam settings to insure that our e-mail was not blocked. Also, please send us an e-mail reminder so that we can resend the message from a different e-mail address. Please be assured that we do not use bulk e-mailing or participate in any type of spamming.
It is our policy to respond to any request within 24 hours and the same day whenever possible. It is our mission to provide both quality software and quality service.
Our most common technical support question is related to users getting the "cell or chart that you are trying to change is protected and therefore read-only" warning when they try to enter information into one of our programs. All of our programs function more like standalone programs than a typical spreadsheet in that in most cases you do not enter data directly into the worksheets. The worksheets are all protected by design to prevent accidental changes on the worksheets that may keep the program from functioning properly. However, there is no need to unprotect any of the sheets as you can add, edit or delete any of the data in the program using one the functions in the program. (There are some exceptions to this rule in Tax Assistant for Excel where you enter information directly into the worksheet forms and in Handicap Manager for Excel where you can directly edit the data on the Scores sheet.)
Anything can be added, deleted or edited using the correct program tool or function. Just search the program help file index for what you want to do. All of our programs have context sensitive help files that contain an overview section that will get you started with each program. Anytime you need help with something just access the context sensitive help in the dialog box you are using for detailed instructions. If you are having trouble accessing the help file see the Instructions for Accessing the Program Help Files below.
Excel 2007 - 2010 - 2013
If your Excel macro security is set to high and you are using Excel 2007, 2010 or 2013 you will see a message along the upper portion of the Excel windows that states "Security Warning - Macros have been disabled" with an "Options" button or "Enable Content" to the right.
In order to enjoy all the features that our Excel applications provide, you will need to enable macros. To enable the macros in Excel 2007, 2010 or 2013 and eliminate future warning for files published by DJI Computer Solutions, simply click the "Options" button or "Enable Content" button and select the "Trust all documents from this publisher" option and click OK.
If you do not have the options shown in the dialog box above, see the Office 2007-2010-2013 Compatibility section below for additional information on how to enable the program macros.
With the Exception of Tax Assistant for Excel where the help is on the Instructions sheet and embedded in the forms, all of our programs have context sensitive help files that provide detailed instructions on how to use the software. Excel has some issues in how it links to context sensitive help files and the functionality varies between Excel versions. Described below are the steps to follow to make sure you can access our program help files for the version of Excel you are using.
- If you are using a 64-bit version of Windows, you need to be sure you are using the latest major release of our software in order to access the context sensitive help from the most recent versions of Excel. You can download the latest major releases of our software using the links on our product pages. You can use the “Import Data from a Previous Version” function available in all our programs to import all the data from your existing program file.
- Once you have the latest major release of the program you should be able to access the help file from the program group on the Windows Start Menu or Screen.
- If you are using Excel 2007 you will be able to access the help file from the Help button or Help icon in the main program window and from the Question Mark button in the program dialog boxes. Unfortunately, these will not work with Excel 2010 or Excel 2013 due to the issue described above.
- In all versions of Excel you can access the context sensitive help from any of the program dialog boxes by either hitting the F1 key or clicking the ? screen icon in upper right hand portion of the dialog box and then clicking anywhere on the dialog box.
All of our software for Microsoft Excel is compatible with Excel 2007-2010-2013. However, with the Ribbon user interface in the newer versions of Excel, it presents a different look and feel and places the custom toolbars and menus in a different location. Excel 2007-2010-2013 also uses an Open XML file format which provides better security and response and will ultimately allow better interoperability with other applications. Checkbook for Excel and Tax Assistant for Excel fully utilize the Office ribbon by providing a custom ribbon tab where all the program commands are located. We will be updating all of our applications with custom tabs on the ribbon as we release new versions. In the meantime, here are a few tips for using our software with Excel 2007-2010-2013.
- The custom toolbars and menus used by Checkbook for Excel are now located on the Checkbook ribbon tab located next to the Home tab at the top of the Excel window.
- The custom toolbars and menus for Tax Assistant for Excel are now located on the Tax Assistant ribbon tab next to the Home tab at the top of the Excel windows.
- The custom toolbars and menus used by Project Manager for Excel and Scheduler for Excel now appear on the right most Add-Ins ribbon tab at the top of the screen. Just click on this tab to access the custom toolbars and menus.
- Checkbook for Excel and Tax Assistant for Excel utilize the new XML file format with the .xlsm file extension.
- Excel 2007-2010-2013 continues to support the Excel 97-2003 .xls file format for compatibility with older versions of Excel. Handicap Manager for Excel, Project Manager for Excel, and Scheduler for Excel will continue to utilize this file format when initially installed in order to maintain backward compatibility with older versions of Excel. You can continue to use this file format with our software or you can save under the new Open XML file formats. If you decide to utilize one of the new file formats, see the bullet points below for additional information on macro security and enabling macros in the new file formats. Also, be sure to utilize the macro enabled (.xlsm) or binary (.xlsb) file formats. Saving in the non-macro Excel workbook (.xlsx) format will remove all the macros and destroy the program functionality. You can continue to use this file format with our
- Microsoft is committed to providing a more secure computing experience and has made changes to the Excel macro security settings. Since all of our Excel applications are protected and digitally signed to secure and protect them from tampering, Excel 2007-2010-2013 requires the presence of anti-virus software that complies with the new Microsoft Anti-virus API or it automatically disables the program macros when files are saved in the new file formats. If you are using Windows Vista, Windows 7 or Windows 8, upgrading your anti-virus program to the latest version will likely solve the problem. However, if you are using Windows XP, there are no Anti-virus programs that are compliant with the Microsoft Anti-virus API. If you are using Windows XP you may need to install a minor registry tweak to overcome the problem. If you receive a Security Warning in the notification bar at the top of the screen that macros have been disabled (as shown below), click the Options button to display the Security Alert dialog box.
If the security alert reads as shown in the dialog box below, simply select the "Trust all documents from this publisher" option and click OK to keep from receiving the warning when using our programs in the future. Our digital signature insures that the programs are virus free. You can also select the "Enable this content" option but you'll continue to receive the warning each time you use our programs.
However, if the security alert reads as shown in the following dialog box, you will need to add the registry value described in the next section in order to utilize the new file formats.
If you receive the warning above when utilizing the Excel 2007-2010-2013 file formats, download the zipped registry file to your computer using the following link, open the zipped folder and copy the registry file to your desktop or another location on your computer. Once you have saved it on your computer, install the registry key by right-clicking on the registry file and selecting Merge from the shortcut menu. Just click Yes when asked if you want to add the information to the registry. Be sure to backup your registry before installing the new registry value. This registry change is only necessary under certain circumstances if you are using Windows XP with Excel 2007-2010-2013 and saving protected files in the new Excel 2007-10 Open XML file formats. It provides no benefit unless you are having trouble enabling macros while using our software as described above.
Or you can make the registry change manually by following these instructions to add the new registry value to allow the macros to run.
- Click the Start Menu then select Run. Type "regedit" (without the quotation marks) into the Run dialog box and click OK.
- Select My Computer at the top of the Registry tree in the left pane of the Registry Editor.
- Then backup the registry by selecting File - Export from the Registry Editor menu, entering a name for the registry backup file and clicking OK.
- Navigate the the following registry key: HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Excel\Security
- With the "Security" key highlighted, select Edit - New - DWORD Value from the Registry Editor menu.
- Type "ExcelBypassEncryptedMacroScan" (without the quotation marks) for the new value name and hit enter
- Then double-click on the newly added value and change the DWORD Value from 0 to 1 and then click OK.
- Exit the Registry Editor and the exit and restart Excel 2007-10 for the change to take affect.
This registry change does not compromise the Excel 2007-2010-2013 security in any way. It only allows macros to run in protected files that are saved in the new Excel 2007-2010-2013 Open XML file format. (If you are using Windows Vista or Windows 7 and have anti-virus software that complies with the new Microsoft Anti-virus API, you should not need this registry modification.) You can modify your macro security settings in Excel 2007-10 by clicking on the Excel 2007 Office Button or the Excel 2010-13 File tab in the upper left hand corner of the screen and clicking the Excel Options button. Then click the Trust Center button in the left pane and click the Trust Center Settings... button and click the Macro Settings button in the left pane. In the Macro Settings section, we recommend using either the "Disable all macros with notification" or the "Disable all macros except digitally signed macros" option.
To save your files in the new Excel 2007-2010-2013 Open XML format, click the Office Button (Excel 2007) or the File tab (Excel 2010-2013) in the upper left hand corner of the screen, select Save As and choose the Excel Macro Enabled Workbook file format.
Be sure you have Windows configured to update automatically along with all your Micrsoft Office applications. The initial releases of every version of Excel usually has issues with VBA compatibility that can sometimes affect the functionality of our programs and your own spreadsheets. In order to stay secure and insure the full functionality of Excel and our software it is best to let Windows install these updates automatically.