XLSTAT: How to Generate Your Support File for Troubleshooting

What Is the XLSTAT Support File?

The XLSTAT support file is a text document (.txt) that contains important technical information about your system, including:

• Your XLSTAT version number
• Your license information
• Your Excel version
• Your operating system and system details
• Other configuration information

This file helps the XLSTAT Support team quickly identify and resolve installation, activation, or technical issues.

 

How to Generate Your Support File on Windows

Choose the method that works for your situation.

 

Method 1: Generate Through the XLSTAT Application

Use this method if XLSTAT is installed and you can access the XLSTAT menu in Excel.

1. Open Microsoft Excel.
2. Click XLSTAT in the ribbon or menu.
3. Click About XLSTAT
   
4. Click "Show technical details".
   
5. A dialog box appears. Click "Support file".
   
6. Choose a location to save the file (Desktop is recommended for easy access).
7. The file is saved as XLSTAT_support_file.txt (or similar name).
8. Note the file location so you can attach it to your support request.

Method 2: Generate Through the XLSTAT Installation Folder

Use this method if XLSTAT is not fully installed or you cannot access the XLSTAT menu due to installation problems.

1. Open File Explorer (Windows key + E).
2. Navigate to your XLSTAT installation folder:
   • Default location: C:\Program Files\XLSTAT (or C:\Program Files (x86)\XLSTAT on older systems)
   • If unsure of the location, search your computer for a folder named "XLSTAT"
3. Look for a file or executable named:
   • GenerateSupportFile.exe
   • DiagnosticTool.exe
   • Support.exe
   • Or similar name
4. Double-click the file to run it.
5. A dialog box appears. Click "Generate" or "Create Support File".
6. Choose a location to save the file (Desktop is recommended).
7. The support file is created in your chosen location.
8. Note the file location so you can attach it to your support request.

Here it is a video to guides you.

How to Generate Your Support File on Mac

Choose the method that works for your situation.

 

Method 1: Generate Through the XLSTAT Application

Use this method if XLSTAT is installed and you can access the XLSTAT menu in Excel.

1. Open Microsoft Excel on your Mac.
2. Click XLSTAT in the menu bar or ribbon.
3. Click Help (or the "?" icon).
4. Click "Generate Support File" or "Diagnostic Information".
5. A dialog box appears. Click "Generate" or "Save".
6. Choose a location to save the file (Desktop is recommended for easy access).
7. The file is saved as XLSTAT_support_file.txt (or similar name).
8. Note the file location so you can attach it to your support request.

Method 2: Generate Through the XLSTAT Installation Folder

Use this method if XLSTAT is not fully installed or you cannot access the XLSTAT menu due to installation problems.

1. Open Finder on your Mac.
2. Press Cmd + Shift + A to navigate to the Applications folder.
3. Look for the XLSTAT application folder (named "XLSTAT" or similar).
4. Right-click on the XLSTAT folder and select "Show Package Contents".
5. Look for a file or executable named:
   • GenerateSupportFile
   • DiagnosticTool
   • Support
   • Or similar name
6. Double-click the file to run it.
7. A dialog box appears. Click "Generate" or "Create Support File".
8. Choose a location to save the file (Desktop is recommended).
9. The support file is created in your chosen location.
10. Note the file location so you can attach it to your support request.

How to Submit Your Support File to XLSTAT Support

Once you have generated your support file, follow these steps:

1. Open your support file:
   • Right-click on the file
   • Select "Open With" > "Notepad" (Windows) or "TextEdit" (Mac)
   • You can view the contents to verify it was generated correctly
2. Contact XLSTAT Support:
   • Go to Lumivero Community Home
   • Click "Contact Support" at the bottom of the page
   • Or email support@lumivero.com
3. In your support request, provide:
   • A clear description of your problem
   • The exact error message (if any)
   • When the error occurs (installation, activation, running analyses)
   • Your XLSTAT version and Excel version
   • Attach your support file to the request
4. Submit your request and wait for the support team to respond.

The support team will review your support file and provide a solution.