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Online Technical Support
Please review these technical FAQs
to see if your question is answered on this page. If your question is not addressed
here, please go to the last question to find out how to contact our Technical
Support department.
- System
Requirements
- What should I do when I receive an error message trying to download PowerPlugs: Charts?
- Installation
- I
get an error message that states “The file ‘\library\chart.xla’
could not be opened." What should I do?
- A
message about “Error # 2147467259” appears when I start PowerPlugs:
Charts in PowerPoint. What should I do?
- The following error message occurs when I attempt to launch PowerPlugs: Charts "Charts.exe the application failed to initialize properly (0x0000142). Click OK to terminate application." What should I do?
- Will
PowerPlugs: Charts work with new versions of PowerPoint when they are released?
- I recently upgraded to Office 2003 and PowerPlugs: Charts no longer works. What's wrong?
- The PowerPlugs: Charts button used to work but now stopped working. What's wrong?
- How
many chart types does PowerPlugs: Charts contain?
- Can
PowerPlugs: Charts run as a stand alone application?
- How
do I uninstall PowerPlugs: Charts from my system?
- Does
PowerPlugs: Charts replace Microsoft Chart?
- What
type of 3D rendering does PowerPlugs: Charts use?
- How can I apply a 3D model (i.e. truck, coin, pencil, etc.) to the chart?
- The print quality of a rendered 3D chart looks very poor. What's wrong?
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How do I contact Technical Support? ____________________________________________________________________________________________
- System Requirements
Windows 95/98/ME/NT/2000/XP
PowerPoint
97, 2000, 2002 or 2003
32 MB RAM (48 MB RAM recommended)
50 MB available disk space
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- What should I do when I receive an error message trying to download the paid version of PowerPlugs: Charts?
Click here for advice on troubleshooting download problems pertaining to paid-for version of PowerPlugs: Charts.
Click here for advice on troubleshooting download problems pertaining to the free demo version of PowerPlugs: Charts.
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-
Installation
If you are installing PowerPlugs: Charts in Office 2000 or higher, before proceeding with the installation, open PowerPoint (and Excel). Go to the Tools menu and select Macro>Security. Change the security level from High to Medium (or Low). Then, close PowerPoint (and Excel). If you are installing PowerPlugs: Charts in a Windows 2000 networked environment, make sure your local PC (your log-in ID) is granted full administrative privileges during installation (you can resume normal user administrative rights once the installation has completed). It is also a good idea to temporarily disable your anti-virus software during the installation of PowerPlugs. In the folder where you downloaded PowerPlugs: Charts, there is a file called "chartsdemo.exe" (if you downloaded the Demo version of Charts) or "ppchart.exe" (for the paid-for version of Charts). Double click on this file. It will install the PowerPlugs:
Charts files onto your local hard drive. It will also automatically install
it into PowerPoint and Excel.
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- I get an error
message that states, “The file ‘\library\chart.xla’ could not
be opened. Please check that your disk is not full and that you have access to
the destination directory. Access is denied.” What should I do?
Open PowerPoint (and Excel). Go to the Tools menu and select Macro>Security. Set the security level to Medium (or Low). Then, close PowerPoint (and Excel). Make sure that during installation of PowerPlugs: Charts, your log-in ID is granted full administrative privileges on your local machine.
It also is a good idea to temporarily disable your anti-virus software during the installation of Charts. Then, copy the charts.xla file from c:\program files\powerplugs\charts\chart.xla
to c:\program files\microsoft office\office\library directory. If you are using
Office XP you should copy charts.xla to the office10\library directory. If you are using
Office 2003, you should copy charts.xla to the office11\library directory. Please
check with your system administrator if you are having trouble copying the chart.xla
file from one location to another on your local machine.
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- A message about
“Error # 2147467259” appears when I start PowerPlugs: Charts in PowerPoint.
What should I do?
Microsoft has confirmed that this is a known
issue between Norton AntiVirus and Microsoft Office. They have addressed various
methods to remedy the problem in the Microsoft
Knowledge Base Article – Q328613. Please refer to the workarounds
offered on this article as they pertain to your version of Norton AntiVirus and
Microsoft Office.
This
issue is indicated by the following error message in PowerPoint 2002 (Office XP):
“Error # - 2147467259 was generated by Microsoft PowerPoint 2002 OLEFormat
(unknown member): The server application, source file, or item can’t be found,
or returned an unknown error. You may need to reinstall the server application.”
In PowerPoint
97 or 2000, the error message is worded as follows:
“Error # -2147467259
was generated by VBA project method add OLE of objects shapes failed.”
If the problem persists after you've followed the solutions recommended in
the Microsoft article, please try the following troubleshooting advice:
Change the Macro Security
Settings. In PowerPoint and Excel, under Tools > Macro > Security>
Security tab, make sure that the security level is set at "Low" or "Medium."
Also, click on the Trusted Sources tab and make sure that "Trust Access to
Visual Basic Project" is checked. If you altered the security level setting
yet there is no "Trust Access to Visual Basic Project" option or it
is already checked, you should uninstall PowerPlugs: Charts (Start menu > Programs
> PowerPlugs > Charts > Uninstall) and then reinstall it from the CD. Install
(or reinstall) the "Visual Basic for Applications" component of Microsoft
Office. (Office Xp/2002 only.) You will need your MS Office CD readily available
to install the "Visual Basic for Applications" component on your PC.
Reboot and then reinstall PowerPlugs: Charts. You may also need to reinstall PowerPoint
and/or Excel if installing the component alone is not sufficient.
Disable Microsoft NetMeeting. This error has reportedly occurred when Microsoft NetMeeting is enabled. So, temporarily disable NetMeeting when using PowerPlugs: Charts.
Verify that your machine is up-to-date with the latest service pack releases for Windows and Office. To make sure you are up-to-date with the service pack releases of Windows, visit http://www.microsoft.com/windows/downloads/default.mspx. To make sure you are up-to-date with the service pack releases of your version of Office, visit http://office.microsoft.com/officeupdate/.
Possible conflict with dual monitor configuration or AGP graphics display adapter . Although our QA dept has been unable to reproduce or confirm the correlation of the VBA Project Method error message and a graphics adapter configuration, it has been reported that when turning off a second monitor set-up, the VBA Project Method error message stopped occurring. Perhaps you can check your system configuration and see if this may apply to your situation as well.
Here’s an example of how to disable a dual monitor configuration powered by a Matrox graphics display adapter (it is irrelevant whether the monitor itself is powered ON or OFF) --
Go to the Display Properties dialog (in Control Panel>Display>Settings tab)
Click on the 2nd monitor in the dialog box.
Disable (uncheck) “Extend my Windows desktop onto this monitor.”
Once the dual monitor option is disabled, try running PowerPlugs: Charts.
Possible conflict with another Windows application. Although our QA dept has been unable to reproduce or confirm the correlation of a Windows registry conflict, it has been reported that upon uninstalling or disabling other memory resident Windows applications, the VBA Project Method error message stopped occurring. For example, custom deployment software such as CCM, once disabled, allowed PowerPlugs: Charts to operate. This may involve unistalling one or more programs from your computer and testing the operation ability of PowerPlugs: Charts inbetween each uninstall to pinpoint what program(s) may be conflicting with PowerPlugs: Charts. Please check with your IT or system administrator to assist you with these troubleshooting efforts.
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- The following error message occurs when I attempt to launch PowerPlugs: Charts -- “Charts.exe the application failed to initialize properly (ox0000142). Click OK to terminate the application.” What should I do?
Verify that your machine is up-to-date with the latest service pack releases for Windows and Office. To make sure you are up-to-date with the service pack releases of Windows, visit http://www.microsoft.com/windows/downloads/default.mspx. To make sure you are up-to-date with the service pack releases of your version of Office, visit http://office.microsoft.com/officeupdate/.
Change the Macro Security Settings. In PowerPoint and Excel, under Tools > Macro > Security> Security tab, make sure that the security level is set at "Low" or "Medium." Also, click on the Trusted Sources tab and make sure that "Trust Access to Visual Basic Project" is checked. If you altered the security level setting yet there is no "Trust Access to Visual Basic Project" option or it is already checked, you should uninstall PowerPlugs: Charts (Start menu > Programs > PowerPlugs > Charts > Uninstall) and then reinstall it from the CD.
Install (or reinstall) the "Visual Basic for Applications" component of Microsoft Office. (Office Xp/2002 only.) You will need your MS Office CD readily available to install the "Visual Basic for Applications" component on your PC. Reboot and then reinstall PowerPlugs: Charts. You may also need to reinstall PowerPoint and/or Excel if installing the component alone is not sufficient.
Disable Microsoft NetMeeting. This error has reportedly occurred when Microsoft NetMeeting is enabled. So, temporarily disable NetMeeting when using PowerPlugs: Charts.
Possible conflict with another Windows application. Although our QA dept has been unable to reproduce or confirm the correlation of a Windows registry conflict, it has been reported that upon uninstalling or disabling other memory resident Windows applications, the VBA Project Method error message stopped occurring. For example, custom deployment software such as CCM, once disabled, allowed PowerPlugs: Charts to operate. This may involve unistalling one or more programs from your computer and testing the operation ability of PowerPlugs: Charts inbetween each uninstall to pinpoint what program(s) may be conflicting with PowerPlugs: Charts. Please check with your IT or system administrator to assist you with these troubleshooting efforts.
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- Will
PowerPlugs: Charts work with new versions of PowerPoint
when they are released?
PowerPlugs:
Charts works now with PowerPoint 97, 2000, 2002 or 2003 which is the latest version
now shipping. It is our plan to keep our product working with the latest versions
of PowerPoint when they are released. If your are a registered owner of PowerPlugs:
Charts and do not have the latest version, please click
here for FREE update information.
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- I recently upgraded to Office 2003 and PowerPlugs: Charts no longer works. What's wrong?
If you upgraded to Office 2003 and PowerPlugs:Charts no longer works in PowerPoint or Excel, please make sure you install the most current version of PowerPlugs: Charts software available. To obtain a current version of PowerPlugs: Charts, please contact our sales service department by email at  . Our sales service department may require verification of your ownership and registration of CrystalGraphics software in order to email a link to download the current version of the software.
It would be very helpful if you can provide PowerPlugs: Charts ownership information to the sales service dept such as the specific PowerPlugs product(s) you purchased, your original date of purchase (better yet, forward the email that included your purchase confirmation number), contact names and email address, etc. Send this information to .
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The PowerPlugs: Charts button used to work but now stopped working. What's wrong?
Go to the PowerPoint Help menu and select "About Microsoft PowerPoint." In the About Microsoft PowerPoint dialog box, there is a button labeled “Disabled Items”. Click on this button and see if Charts is in there. If so, enable it.
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- How many chart types does PowerPlugs: Charts contain?
PowerPlugs: Charts contains about 35 chart types including various types of Bar, Line, Area, Pie, 3D and Scatter charts.
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- Can PowerPlugs:
Charts be run as a stand alone application?
Yes. PowerPlugs:
Charts can be run outside of Microsoft PowerPoint or Excel as a stand alone application. To run PowerPlugs: Charts as a stand alone application, go to the Windows Start button and select Programs>PowerPlugs>Charts then double-click on the Charts icon.
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How do I uninstall PowerPlugs:
Charts from my system?
a. Go to the Windows Start menu, select Programs>PowerPlugs>Charts.
b. Click "Uninstall Charts." The UnInstallShield program will verify whether you want to proceed with the uninstallation of Charts. Then click Finish.
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- Does
PowerPlugs: Charts replace Microsoft Chart?
PowerPlugs: Charts is not a
replacement but a companion for Microsoft Chart. PowerPlugs:
Charts specifically designed to be "Chart like" so users can easily use both
types of charts in a presentation.
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- What
type of 3D rendering does PowerPlugs: Charts use?
PowerPlugs: Charts
uses OpenGL technology for advanced 3D rendering of its charts. The rendering
is processed via software so a 3D accelerated graphics card is not required.
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- How can I apply a 3D model (i.e. truck, coin, pencil, etc.) to the chart?
Here is an excerpt from the PowerPlugs: Charts Help documentation on how to access 3D models for use in your charts --
When an advanced rendered 3D chart is used, you may select a model from the 3D models dialog to change the shape of various objects in the chart:
a. Select a 3D chart type (area, column, etc.).
b. Select a Rendered Chart.
c. Select a group of risers in the chart.
d. Select 3D Models from the chart menu.
e. Select a model in the dialog.
f. Select the Apply button to apply the model to the group of risers in your chart.
g. Select the OK button to close the dialog.
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The print quality of a rendered 3D chart looks very poor. What's wrong?
The real-time rendering capability of PowerPlugs: Charts is designed for on-screen electronic display. The rendering that rather than print output. So, there are some limitations on the output quality of a rendered 3D chart to print format. With this in mind, here are some suggestions to facilitate the print output of Charts --
In PowerPoint under Tools>Options>Print Tab, make sure that "Print insert objects at printer resolutions" is checked.
Another option you might consider would be
save your rendered charts in a raster image format to see if the print output of the raster image looks better. PowerPoint itself renders and displays images at 72dpi. So, you can use the stand alone version of PowerPlugs: Charts to build a chart save it as an image
file (bmp, jpeg, etc.) at a higher dpi, and thereafter, insert the image file in your PowerPoint slide(s) or Word document(s) for print output.
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Technical Support Options
Website-based Tech Support: CrystalGraphics
customers automatically receive unlimited access to our Online Technical
Support FAQs which list the typical technical support problems that users
encounter, along with our best information regarding their solutions.
This service is available free of charge.
Email-based Tech Support: If you are a CrystalGraphics customer
and have read through all the common questions and answers in the technical
support section of the CrystalGraphics website, and your issue is still
not resolved, you can click
here to send us an email for a customized answer to your unique issue.
Most emails are answered within 24 hours of receipt.
Telephone-based Support: If you should need telephone-based assistance
within 30 days after your purchase, you can call our tech support team
Monday through Friday, 8:00AM (ET) to 4:30PM (PT).
1. Please note: Our tech support staff is often on the phone helping other
customers, so you may get voice mail when you call. But don’t be alarmed:
A technical support representative will make every effort to promptly
return your call and assist you. If you do get voice mail, be sure to
leave a message that includes your name and contact information such as
your complete email address and a phone number (include your country &
city code numbers) along with a description of the problem you are experiencing.
2. For customers calling from within the U.S. and most parts of Canada,
call (800) 394-0700.
3. Note: Some locations outside the U.S. may not be able to connect directly
to the above number. In this case, please call +1 408-496-6175,
extension 1.
4. If you don’t get a call or email back from our technical support team
within 1 working day of your voicemail or email message, or if you are
not satisfied for any reason with the support you have been provided,
please call our Technical Support Manager at +1 408-496-6175 x 276.
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