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Troubleshooting Microsoft Office integration issues

Troubleshooting Microsoft Office integration issues

Owned by Reapit Service Desk
Last updated: Mar 13, 2024 by Fiona Hardy
2 min read

This guide has been reviewed against our global client base and classed as relevant to all regions

This page provides guidance for resolving Microsoft Office integration issues you may be experiencing when using Reapit

Before contacting Reapit Support, please follow these guidelines, as it may be that your issue can easily be resolved by your IT Support/provider - the Reapit Support teams can review your Reapit System Configuration settings but they are unable to change your Microsoft Office settings

This guide is relevant when you are performing a function in your Reapit software, where the next step or output is directed to a Microsoft Office product (i.e. Word, Excel, Outlook) - such as when generating a letter or Power Report - and the MS Office product is displaying an error or is not responding

This guide covers:

Tests you can try before logging with your IT Support/provider

  • Log onto another device and carry out the same action

  • Get another user to log onto your PC and try the same activity

  • Contact your IT Support/provider and tell them the outcome of your tests

If you are opening a template in Reapit and no data is being merged into the template (for example: you are opening a Word template and you get an error/blank document) - you need to enable macro security in your MS Office product, click here for more information

This needs to be carried out by you or your IT Support/provider

Guidance for IT Support/provider

  1. Run a repair on the particular Office product, using this guidance from Microsoft

  2. If the issue persists, carry out the following in this order:

    1. re-install MS Office

    2. rebuild PC/device

    3. obtain an extract of the Windows Event log for all components

  3. Log a ticket with Reapit, containing the following information:

  • Details of any of the recommended steps (in 1-2 above) that have been carried out

  • Attach saved extract of Windows Event Log (see point 2c)

  • Outline detail of any increasing user occurrence of issue

  • Outline detail of any recent Windows/Office upgrade in your environment

If there are other users working with no issue on similar builds within your office/company, then it is highly likely that the issue is local to the user

This needs to be address by local IT Support/provider as the Reapit Service Desk is not able to change desktop operating environments

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