Export to Excel intermittently fails

[adria]

We recently upgraded our QV server to April 2019 (12.4 SR1) and one of our users started experiencing trouble with the Export to Excel function on her desktop application. Excel will open and a temp file will save with the export's results, but when she tries to interact with Excel when it opens, she can't. (She has to track down the temp file and use that. Or it works just fine when she is using the IE plugin and exports from there.)

This happens randomly throughout the day. Sometimes there are stretches when Excel acts normally.

Her machine meets QV's system requirements. Excel works normally for her otherwise. The timing lines up with the upgrade but I'm just not sure what could be going on. Any ideas?

What her screen looks like when trying to Export to Excel

[Jon_B]

Hello,
Since you've upgrade from an older version of QlikView since you started having export to Excel issues, please check these two articles from our knowledge base which may help with troubleshooting the problem:
https://support.qlik.com/articles/000040322
https://support.qlik.com/articles/000046660

Best Regards
Jon
Qlik Support

[adria]

@Jon_B 

Thanks for your reply.

We were previously on November 2017 (SR8) and this user didn't have this issue then. I looked through the settings file and didn't find anything similar to those settings mentioned in the 1st article you linked to.

That being said, I tried adding the setting GraphicsBackEnd=0, in case the new rendering engine was to blame (article), but that unfortunately didn't work. (We also did the DPI settings update mentioned in that article to fix some other resolution issues.)

[adria · Accepted solution]

With this support article as inspiration (it didn't totally fit our issue but was close), we reinstalled her Excel and that seems to have resolved the issue.