To solve the issue you experienced on your computer we need to reproduce it in our in-house testing environment. To be able to do this, please check if you filled out the Properties drop-down list on the right side of the screen in the Freshdesk ticket you have sent us.
Also, please send us the Windows, Microsoft Office and JChem for Office version, which are described in this article.
Please open the following folder in case of JChem for Excel:
C:\Users\Current user\AppData\Roaming\ChemAxon\JChem For Excel
Current User means the name of the user who is currently logged in.
Please note that the "AppData" folder is a hidden folder by default, so you have to make the hidden folders visible in the File Explorer: View|Options|Change folder and search options. On the Folder Options form select the View tab and select the "Show hidden files, folders and drives" option.
Please send us the "Installer.log" in case of all applications.
In case of JChem for Excel send the JChemExcel_Date_of_issue.jcxllog (eg. JCHEMforEXCEL_2021_02_02.jcxllog). The date included in the name of the file should be the date when the issue happened.
In case of JChem for Word/Powerpoint/Outlook please open the following folder respectively:
C:\Users\Current user\AppData\Roaming\ChemAxon\JChem For Word
C:\Users\Current user\AppData\Roaming\ChemAxon\JChem For Powerpoint
C:\Users\Current user\AppData\Roaming\ChemAxon\JChem For Outlook
In case of JChem for Word send the JChemWord_Date_of_issue.jcxllog (eg. JCHEMforWord_2021_02_02.jcxllog). The date included in the name of the file should be the date when the issue happened.
In case of JChem for PowerPoint send the JChemPowerpoint_Date_of_issue.jcxllog (eg. JCHEMforWord_2021_02_02.jcxllog). The date included in the name of the file should be the date when the issue happened.
In case of JChem for Outlook send the JChemOutlook_Date_of_issue.jcxllog (eg. JCHEMforWord_2021_02_02.jcxllog). The date included in the name of the file should be the date when the issue happened.
A non-confidential example file would also be very helpful, of course without any confidential data and structures.