Troubleshooting

Start by noting the application name and version, both input file types, and the exact error message. Retry with a small, non-confidential pair of files to find out whether the problem is specific to the documents. ## Help availability Help Contents, Context Help and F1 help are temporarily unavailable in Documents, Sheets and Presentations while the bundled help file is being prepared. Use this online guide instead. Help > Keyboard Shortcuts and Help > About remain available. ## A file will not open Confirm the file exists locally and opens in the application that created it. Download any online-only content. For a locked file, close applications or preview panes using it, or work with a separate local copy. Use a supported input format. A renamed extension does not convert a file. Protected, damaged or incomplete files need a readable copy before comparison. See [File formats](/docs/file-formats). ## Word conversion fails If **Use Word to convert** is selected, check that Word desktop is installed and can open the file. For DOCX, try the SDK conversion option if available. Recheck the result after changing conversion mode because layout can differ. ## PDF reports that OCR is required Follow [Prepare and compare with OCR](/docs/documents/pdf-ocr/#prepare-and-compare) to check the worker, enable recognition and select the conversion fallback. ## Changes are missing or there are too many changes - Confirm you selected different, correct versions of the file. - Check the comparison profile and enabled categories. - Check view filters separately from comparison options. - For documents, check whether conversion or OCR introduced differences. - For spreadsheets, inspect formulas and stored values as well as display text. - For slides, review both content and rendered-image differences. If insertions and deletions seem reversed, switch Original and Modified and run the comparison again. ## Table changes appear as ordinary text Check [Table comparison settings](/docs/documents/options/#tables), then rerun the comparison with the relevant categories enabled. ## A small spreadsheet is too large to display Widely separated cells can consume a large rectangular allocation. Check the [spreadsheet size limits and workaround](/docs/sheets/compare/#spreadsheet-size-limits). ## Formula results look out of date Follow [Values and formulas](/docs/sheets/compare/#understand-values-and-formulas) to refresh stored results. If the issue follows an inserted row, check [reference alignment](/docs/sheets/compare/#row-insertions-and-formula-references) and its [coverage limits](/docs/sheets/compare/#current-limits). ## An Office or Explorer command is missing Use [MarginDiff Settings](/docs/integrations/settings) to inspect registration, application paths and the host application's refresh requirements. ## Activation or installation fails If MarginDiff Documents, MarginDiff Presentations or MarginDiff Sheets cannot validate the saved license, a warning appears before the comparison window opens. You can select and copy the warning text. Choose **Yes** to open MarginDiff Settings for activation, or **No** to close the application. Open **Help > About** to see licensing details under **Licensed to**. MarginDiff Documents, MarginDiff Presentations and MarginDiff Sheets share the license saved at `C:\ProgramData\PolywickStudio\Diffy\license.plic` (or the equivalent location if Windows uses a different ProgramData folder). Activation and deactivation need write access to that folder. If access is denied, run MarginDiff Settings as administrator to complete the operation. If the status says **Activate again to obtain a signed machine binding**, reactivate in MarginDiff Settings. A license saved under your LocalAppData folder is no longer used; reactivation saves the license in the shared location. Moving the old file does not fix a missing signed machine binding. Keep the exact error text and your order reference. On managed devices, contact your administrator. For purchase or activation help, use [the product support form](https://margindiff.app/contact/). Do not send your license key, passwords or payment-card details in a public report. For scripts or deployment checks, use [MarginDiff Settings command-line status](/docs/integrations/settings#check-license-status-from-the-command-line). It prints a numeric license status to the console and returns the same exit code. The Settings guide also covers activation from a key file and command-line deactivation. ## What to send support - MarginDiff application name and version, plus Windows version. - The steps that reproduce the problem. - The input formats and whether conversion, OCR or an Office add-in is involved. - The exact error message and a screenshot if useful. - A minimal, non-confidential example when available. Do not send original confidential documents unless you have authorization and have agreed on a suitable support channel. See [Privacy](/docs/privacy). ## A documented feature is missing Check the version supplied for your private beta or managed installation. Features depend on that version and on installed optional components. Confirm availability with your administrator or support. ## Slide images disagree with content results Review the [content and visual checks](/docs/slides/compare/#content-and-visual-differences-are-different-checks), including font and rendering differences. Examine both results before concluding that a slide is unchanged. ## MarginDiff Scrub help MarginDiff Scrub's **Help > Contents**, **Help > Context Help** and **F1** help shortcut are temporarily unavailable while its help file is being prepared. **Help > Keyboard Shortcuts** and **Help > About** remain available.