Enterprise Support

Contact Support

For technical support, feature requests, or general inquiries, please contact our enterprise support team:

System Requirements

Operating Systems

• Windows: Windows 10 or later
• macOS: macOS 14 (Sonoma) or later

Microsoft Excel Versions

• Excel 2016 or later (Desktop versions, tested on Excel Version 16.98)
• Microsoft 365 / Office 365 (Subscription-based Excel)
• Excel for the web (Browser-based, tested on Chrome only)

Network Requirements

• HTTPS Connection: Verex requires a secure HTTPS connection to the Verex service
• Internet Access: Active internet connection required for AI verification
• Firewall: Allow outbound HTTPS traffic on port 443
• SSL/TLS: TLS 1.2 or higher supported

Common Troubleshooting

SSL Certificate Trust Issues

Symptom: Task pane shows security warnings or fails to load with certificate errors.

Solution:

1. Verify your browser trusts the SSL certificate
2. Clear browser cache and restart Excel
3. Check corporate firewall/proxy settings that might interfere with SSL certificate validation

Task Pane Not Loading

Symptom: Task pane appears blank or shows loading spinner indefinitely.

Solution:

1. Verify internet connectivity
2. Close and reopen the task pane (Home tab → Verex → Show Taskpane)
3. Restart Excel completely
4. Check browser console (F12 in Excel Desktop) for JavaScript errors
5. Ensure your Excel version meets minimum requirements (2016 or later)
6. Disable other add-ins temporarily to check for conflicts (File → Options → Add-ins → Manage COM Add-ins)

Streaming Connection Failures

Symptom: Verification starts but fails mid-stream, or shows "Connection lost" errors.

Solution:

1. Check network stability and firewall rules allowing Server-Sent Events (SSE)
2. Verify no proxy/VPN is blocking streaming connections
3. Try with a smaller spreadsheet to isolate the issue
4. Check corporate network CORS policies that might block streaming connections
5. Contact support if streaming consistently fails after 30 seconds

Session Timeout Errors

Symptom: Verification fails with "Session expired" or timeout errors.

Solution:

1. Sessions timeout after 5 minutes of inactivity. Active verifications maintain connection via automatic heartbeats.
2. Restart the verification process for a new session
3. If timeouts persist, try breaking verification into smaller worksheets

Add-in Not Appearing in Excel Ribbon

Symptom: Verex tab or buttons missing from Excel ribbon after installation.

Solution:

1. Verify the add-in is installed: File → Get Add-ins → My Add-ins → Check for "Verex"
2. Ensure add-ins are enabled: File → Options → Trust Center → Trust Center Settings → Add-ins → Uncheck "Disable all Application Add-ins"
3. Restart Excel after enabling
4. Re-install the add-in from AppSource or your organization's catalog

Known Limitations

Verex is currently in MVP stage with the following limitations:

• No Offline Mode: Active internet connection required for all verification features
• Excel Online Limitations: Some features may be reduced in browser-based Excel compared to desktop
• Large Workbooks: Spreadsheets with 50+ complex worksheets may experience longer processing times or partial results
• Formula Complexity: Extremely nested or circular formulas may not be fully analyzed
• AI Model Limits: Very large data volumes may be partitioned, potentially affecting cross-worksheet analysis
• Streaming Timeout: 5-minute maximum session duration for security (automatic cleanup)
• No Data Persistence: Verification results are not saved; they exist only in the active task pane session

How to Report Issues

When contacting support, please include the following information:

Required Information

• Excel Version: (e.g., "Microsoft 365 Excel Version 2410" or "Excel 2019 Desktop")
• Operating System: (e.g., "Windows 11 Pro" or "macOS 14.1 Sonoma")
• Browser (if using Excel Online): (e.g., "Chrome 119.0.6045.123")
• Issue Description: Detailed description of the problem and steps to reproduce
• Error Messages: Exact text of any error messages or screenshots
• Frequency: Does the issue happen consistently or intermittently?

Optional but Helpful

• Browser console logs (F12 → Console tab → Copy errors)
• Network activity during verification (F12 → Network tab)
• Screenshots or screen recordings demonstrating the issue
• Sample spreadsheet structure (formulas and structure only, no sensitive data unless necessary)

Feature Requests

We welcome feedback and feature suggestions from enterprise customers. To submit a feature request:

1. Email support@tryverex.com with subject line "Feature Request: [Your Feature Name]"
2. Describe the desired functionality and use case
3. Explain how the feature would benefit your workflow
4. Provide any relevant examples or mockups if applicable

While we cannot guarantee implementation of all requests, we carefully review all feedback to inform our product roadmap.

Security and Privacy Support

For questions about data security, privacy practices, or compliance:

• Review our Privacy Policy at tryverex.com/privacy
• Review our Terms of Service at tryverex.com/terms
• Contact support@tryverex.com with specific security or compliance questions

Additional Resources

• Website: tryverex.com
• About Us: tryverex.com/about
• Microsoft AppSource: Search for "Verex" in the Office Add-ins store