Question 1

I lost my license number. How do I get it again?

Accepted Answer

For Stripe-era orders, please use the Sobolsoft contact form and include your Sobolsoft order reference. For older ShareIt/MyCommerce orders, please contact Sobolsoft support with any legacy order details you still have.

Question 2

I just ordered. Where is my license number?

Accepted Answer

You should receive an order confirmation right away. After successful payment, Sobolsoft emails the license number automatically to the buyer email used during checkout. If you do not receive it, please use the Sobolsoft contact form and include your Sobolsoft order reference.

Question 3

I want a refund for one of your products.

Accepted Answer

Please use the Sobolsoft contact form and include your Sobolsoft order reference so we can review your refund request.

Question 4

How do I buy?

Accepted Answer

Simply click this button on the product page: Buy Now This will take you to a secure Sobolsoft checkout powered by Stripe. See a sample product page here

Question 5

What forms of payment do you accept?

Accepted Answer

Available payment methods are shown during checkout and can vary based on your location, device, and Stripe account settings.

Question 6

How many licenses should I buy?

Accepted Answer

If you are a single-user, you only need to buy 1 license. If you are a business with multiple users and computers, you will need to buy more. From the EULA (End-user License Agreement): "One licensed copy of a Sobolsoft application may either be used by a single person who uses the software personally on one or more computers, or installed on a single workstation used non-simultaneously by multiple people, but not both." The entire EULA is here.

Question 7

Do you have an End-user License Agreement (EULA)?

Accepted Answer

Yes, it is here.

Question 8

I get a Windows Defender warning when installing. What should I do?

Accepted Answer

It is a false positive. Microsoft Windows has become more precautionary about the software that you wish to install. Please visit Sobolsoft CNET and search for the software in question.

Question 9

I do not know where to enter my license.

Accepted Answer

See How To Enter License.

Question 10

I just ordered your software. How do I download and install it?

Accepted Answer

You can go to www.sobolsoft.com to find and download the software. Please click here to see a step-by-step visual guide.

Question 11

My license number is not working.

Accepted Answer

Copy and paste the license number from the Sobolsoft license email directly into the box rather than typing. This will avoid human error. Make sure the software name and the license match. In the past, customers have purchased software from another software company entirely and tried to put their serial number into my program. Obviously, this will not work. In other cases, users have purchased software from Sobolsoft and had it working for years. Then, they reinstall Windows 7 (for example) and accidentally download software that isn't from Sobolsoft but has a similar name, and try to enter a Sobolsoft license number. Again, this will not work. The bottom line: make sure you download the software from www.sobolsoft.com so you know it is the right one.

Question 12

I'm getting a new computer and want to move this application from my old computer to my new one. How can I do this?

Accepted Answer

From the EULA (End-user License Agreement):"One licensed copy of a Sobolsoft application may either be used by a single person who uses the software personally on one or more computers." Therefore, you can use the same license number to activate the software on your new machine. Download the software from www.sobolsoft.com to the new computer. Use the same license number that Sobolsoft sent after your purchase was fulfilled. If you have lost your license, please use the Sobolsoft contact form and include any order details you still have.

Question 13

Do you offer a bulk discount for multiple licenses?

Accepted Answer

Yes, there is a 10% discount for 4-9 licenses and 20% discount for 10 or more. Companies should buy multiple licenses in accordance with the EULA: "One licensed copy of a Sobolsoft application may either be used by a single person who uses the software personally on one or more computers, or installed on a single workstation used non-simultaneously by multiple people, but not both." The entire EULA is here.

Question 14

Why does the order form pop up when I run your software?

Accepted Answer

The order form is loaded if you are an unregistered user to encourage you to purchase.

Question 15

Do you offer free updates for your software?

Accepted Answer

Yes. We are constantly updating Sobolsoft products. You are entitled to free updates/upgrades. However, we cannot notify every customer of product updates. Therefore, we recommend that you download and reinstall the software once a year to ensure that you have the latest version.

Question 16

How long are licenses valid?

Accepted Answer

Forever. Licenses do not expire.

Question 17

Is your software subscription based?

Accepted Answer

No it is not. You only need to buy the software once.

Question 18

Can I download the software more than once?

Accepted Answer

Yes.

Question 19

My hard drive recently crashed. Can you resend my license number?

Accepted Answer

For Stripe-era orders, please use the Sobolsoft contact form and include your Sobolsoft order reference. For older ShareIt/MyCommerce orders, please contact Sobolsoft support with any legacy order details you still have.

Question 20

When I purchase, I need to fill out my contact and credit card information. What do you do with that information?

Accepted Answer

Sobolsoft uses Stripe for payment processing. Stripe's privacy information is available here.

Question 21

Do you have a DUNS number?

Accepted Answer

Please use the Sobolsoft contact form if you need current purchasing and compliance details for government or institutional buying.

Question 22

Do you have a Tax ID number?

Accepted Answer

Please use the Sobolsoft contact form if you need current tax documentation for a purchase.

Question 23

Do you have a W-9, W-8BEN or certificates of residency form?

Accepted Answer

Please use the Sobolsoft contact form if you need a W-9, W-8BEN, or certificate of residency request reviewed.

Question 24

Can I purchase all Sobolsoft products at once?

Accepted Answer

Yes, click here.

Question 25

How can I contact Sobolsoft?

Accepted Answer

Please fill out the contact form

Question 26

I do not see your Add-in within Excel.

Accepted Answer

Excel 2000 - 2003 Make sure you double-click the program icon found on your desktop at least once. This will create the menu in Excel. The menu will then permanently reside in Excel until you choose Remove This Add-in From Excel. In Excel, Tools > Macro > Security > Trusted Publishers. Make sure "Trust all installed add-ins and templates" is checked. Make sure you have the latest Excel Service Packs. If you still do not see the menu in Excel next to the Help menu, please try it on another computer with Excel. Chances are it will show. Excel 2007 - 2013 When you start this program for the first time, you may see: Security Warning Macros have been disabled. Click Options... Click Enable this content Click OK Please look carefully for the Add-ins toolbar in Excel.

Question 27

I have User Account Control turned on high. Do I need to turn it off?

Accepted Answer

If you are receiving error messages, you may want to turn it off. User Account Control (introduced in Windows 7) prevents some file writing so the software will work better with it set to the lowest setting. To learn how to lower your UAC settings, please go here.

Question 28

Why can't I see text in some of the buttons?

Accepted Answer

You probably have the text enlarged. Please set to 'Smaller - 100% (default)' under Control Panel > Display.

Question 29

Why are buttons missing at the bottom or the bottom appears to be chopped off?

Accepted Answer

You probably have the text enlarged. Please set to 'Smaller - 100% (default)' under Control Panel > Display.

Question 30

The application is larger than my screen and I can't see all of it. How do I move it around?

Accepted Answer

1. You can try increasing the screen resolution under Control Panel > Display > Screen Resolution 2. You select option 'Smaller - 100% (default)' inside 'Make it easier to read what's on your screen' under Control Panel > Display 3. If you are running a Netbook or tablet PC, you can try using a standard PC/monitor.

Question 31

I cannot uninstall your desktop application.

Accepted Answer

Start button > Program Files > [Application Title] > Uninstall

Question 32

I cannot uninstall your add-in from Excel.

Accepted Answer

Run-time error '1004': 'C:\Program Files\x\x.xla' could not be found. Check the spelling of the file name, and verify that the file location is correct. If you are trying to open the file from your list of most recently used files on the File menu, make sure that the file has not been renamed, moved, or deleted. If you are having problems removing an Excel menu created by one of my products and you have uninstalled the software via Add or Remove Programs, try the following: 1. Re-install my software via setup.exe (yes, again). Re-download from www.sobolsoft.com if necessary. 2. Double-click the program icon found on your desktop. 3. Click on the new Excel menu next to Help. 4. Click on Remove This Add-in From Excel. 5. Uninstall the software via Control Panel > Add or Remove Programs. If you are using Excel 2007 or higher you can also remove the software by going to: The Office Button in the upper left corner of Excel, Excel Options, Add-Ins > Manage: Excel Add-ins > Go... If you are using Excel 2003 or lower, you can also remove the software by going to: Tools > Add-ins If you have installed an Excel Add-in in multiple versions of Excel on the same PC, you may not be able to remove the Add-ins from one of the versions. Uninstall the Add-in from the latest version of Excel first. For example if you are using 2002 and 2007, use the remove macro entry at the bottom of the Add-in menu of 2007 first. Make sure that Excel 2002 is not currently running.

Question 33

What versions of MS Office does your software work with?

Accepted Answer

All versions of Office 2000 and above except for Office "Starter" and "Student" editions.

Question 34

Does your software work with Windows Vista, Windows 7 and Windows 8?

Accepted Answer

Yes, but some Sobolsoft applications require that you have UAC (User Account Control) turned off.

Question 35

Does your software work with Office Starter 2010?

Accepted Answer

No, because Excel and Word Starter editions do not support macros.

Question 36

Does Sobolsoft software work with Linux or Mac?

Accepted Answer

The software is intended for use with Windows; however, you might be able to run them on a Mac with a little extra work. Read here.

Question 37

I want you to create a software for me.

Accepted Answer

Sobolsoft takes user suggestions but it has to be software that other users will want to buy to make creating it worthwhile. Please contact Sobolsoft here and provide example files to demonstrate what you need. You can also use www.freelancer.com to find someone to make you a software.

Question 38

I need command-line support for one of your products.

Accepted Answer

There is currently no command-line support for almost all Sobolsoft products. If there is a command-line feature there will be a "Command Line" button within the blue software interface so that it can't be missed.

Question 39

Excel, Word, or PowerPoint Application freezes after clicking the "Start" button in the Sobolsoft application.

Accepted Answer

Open MS Excel, Word or PowerPoint. Make sure that Document Recovery is closed then try the software again. Also, make sure that other pop-ups are closed when running Microsoft Office Excel, Word or PowerPoint

Question 40

I'm getting an error message. Click here to show all.

Accepted Answer

The FileName buffer is too small to store the selected file name(s). Increase MaxFileSize. This error is occurring because you are trying to load too many files at once. Please try loading less at a time or use the Add All File(s) In Folders button within the software instead of the Add File(s) button. Invalid procedure call or argument (When clicking on Enter License) If you are outside of the US and having this problem with the software, please try changing the language setting in Windows. Start > Settings > Control Panel > Regional and Language Options Change to English. DeleteFile failed; code 5. Access is denied. (During installation) This error occurs because the Sobolsoft application is running while you are trying to install it. You need to close the application and click 'Retry' in the installer or run the installer again. Permission denied. Please make sure the files you are working on with my software are not open in another application. Path/File access error Please make sure that you have UAC turned off. If that does not work, try logging on as an Administrator. http://www.windows7home.net/wp-content/uploads/2009/02/runcmdasadmin-301x360.png https://www.groovypost.com/howto/microsoft/automatically-run-any-application-as-admin-in-windows-7/ https://www.sevenforums.com/tutorials/11841-run-administrator.html ActiveX component cannot create object. You must have MS Excel, Word, Access or PowerPoint 2000 or higher installed on your machine. You must have the full version of this software installed; Microsoft Office Starter 2010 will not work because it is the "trial" version. If you are using an OpenOffice application (such as one of these), you must have OpenOffice installed on your computer. If you are getting the error for an MS Access product and have MS Access installed, you may need to download the MDAC drivers from Microsoft. A Runtime Error Has Occurred. Do You Wish to Debug? Open Internet Explorer > Tools > Internet Options > Advanced > Put a check mark on 'Disable Script Debugging' > OK > Restart Internet Explorer. Object library invalid or contains references to object definitions that could not be found The problem is due to multiple user profiles. Once you delete other user profiles, this error will be resolved. Application-defined or object-defined error. Turn User-Account Control off. See here. In Excel: Could not load some objects because they are not available on this machine. In Excel: Tools > Add-ins Uncheck SFDC.xla if it exists, or try unchecking other Add-ins that are no longer needed. In Excel: Unable to get the Add property of the AddIns class. In Excel: Tools > Add-ins Try unchecking the Add-in. In Word: Word cannot start the converter mswrd632.wpc. Windows may register an outdated converter to open some Word Documents. If you receive this error, you can unregister the Operating System converter and allow the use of the converter supplied with Word instead. To unregister the operating system supplied converter follow these steps: On the Start menu choose Run. Enter: regedit Press the "OK" button Locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Shared Tools\Text\Converters\Import\MSWord6.wpc On the Edit menu, click Delete. Click Yes. Exit Registry Editor. In Excel: Object or class does not support the set of events. Repair or reinstall Excel: If you are running Windows 7/Windows Vista: Start > Settings > Control Panel > Programs and Features > Microsoft Office ... > Repair If you are running Windows XP and lower: Start > Settings > Control Panel > Add/Remove Programs > Microsoft Office ... > Repair In Excel or Word: Filename is locked for editing by 'another user'. See https://word.mvps.org/FAQs/AppErrors/LockedFiles.htm In Excel: 400 Redownload and reinstall the Excel Add-in from www.sobolsoft.com. Make sure you click on the desktop icon again to load the software. In Word: The command is not available because no document is open. Make sure Outlook is not running (or minimized in the system tray). Please try rebooting and using product again. Do not start Word. In Access: File sharing lock count exceeded. Increase MaxLocksPerFile registry entry See https://support.microsoft.com/kb/815281 I'm getting a different error message Please send a screenshot of the error message and any related files. You can send files via hightail.com. Use the contact form here

Question 41

I'm trying to manipulate files on a network and your software is giving errors.

Accepted Answer

Try copying the files you are working with to a local location (like C:\) and try running the software again. This will determine if the problem is with the network or the Sobolsoft software.

Common Questions (FAQ)