Update from the inside: New tool helps us help you

FactSet has long been known for industry-leading client service. We continually strive to support or clients in any way we can. Our support staff is available to answer questions and assist with issues 24 hours a day, seven days a week. With the release of FactSet version 2009.5A on December 15, we created yet another way to support our clients, the FactSet Troubleshooting Utility.

The FactSet Troubleshooting Utility is a tool that can identify and correct some of the more common issues that FactSet clients experience. With a few clicks, clients can fix issues with Office Add-ins, network connection, and performance.

Access the FactSet Troubleshooting Utility

1. Right click on the F icon in the system tray.
2. Navigate to Help > Troubleshooting Utility

Are you new to FactSet or recently upgraded?

Make sure your FactSet is set to work in the most efficient way possible. Use the troubleshooting utility to check behind the scenes and ensure your connection settings are optimally configured. At the top of the utility, under Tests, you can check your real-time and analytics and content connections.

If you have recently started noticing a slowing in your performance that is not typical for your system, click Cleanup FactSet User Data in the troubleshooting utility. This tool will clean up the FactSet User Data folder and potentially increase your performance.

Receive an error with your FactSet MS Office add-in?

This tool can also correct a majority of the issues with FactSet Office Add-ins for Excel, PowerPoint, Word, and Outlook.  Under the Office Integration tab you can cleanup Excel, Word, PowerPoint, or Outlook add-ins.

Having an issue saving your username/password? Getting an Access Denied error when trying to save a file?

Click Test next to Check Permissions at the top of the utility. This will provide you with a list of your permissions. If your permissions are red, you may not have accurate permissions to save the files. If this is the case, you need to contact a member of your company’s IT staff to get access.

Need more help?

The FactSet Troubleshooting Utility was created to make our clients lives a little easier, but it is not meant to replace the unparalleled service our consultants and engineers provide day and night. If you have a problem that can’t be solved by using this tool, or if you would like assistance using the tool for the first time, please don’t hesitate to call 1-877-FACTSET. We are always here to help.