# Fix problems in XgenOffice for Windows (Beta)

Most problems in XgenOffice for Windows come from sign-in, the AI key or a file format. Sign in with a fresh code from the XgenPlus mobile app, test your key in **Settings** > **Account**, and save Sheets files as .xlsx. The Beta comes without support, so please send problems as feedback.

## How to fix problems in XgenOffice for Windows (Beta)

1. Check that you are signed in under **Settings** > **Account**.
2. Click **Test connection** to check your AI key.
3. Save your work, close XgenOffice and open it again.
4. If the problem stays, write to us with what you did and what you saw.

## When to use it

> Meera's AI panel stops answering after she changes her key. She opens **Settings**, clicks **Test connection**, sees the key fails, pastes the right key and clicks **Save**.

## Common problems

| Problem | What to do |
|---|---|
| Sign-in fails | Type your full email address and a fresh code from **Web Login** > **TOTP** in the XgenPlus mobile app. Only mailboxes on a paid XgenPlus plan can sign in |
| The AI does not reply | Add a key in **Settings** > **Account** and click **Test connection**. Check that your AI provider account is active |
| "Recovered version found" | Choose **Restore** to get your last unsaved work back, or **Discard** |
| "Overwrite?" when saving | Another app changed the file after you opened it. Save with **Save As** to keep both |
| A .xls or .csv file saves as a new file | These open as a copy and save as .xlsx |
| AI changes in Sheets are gone | AI changes are not saved until you press Ctrl+S |
| A .ppt file does not open in Slides | Save it as .pptx in another app first |

## Send feedback

XgenOffice for Windows is in Beta: free for paid XgenPlus plans, provided without support or warranty until its final release. To report a problem or suggest an improvement, [write to us](https://www.xgenplus.com/contact.html).

## Common questions

**Why are some buttons greyed out?**

Features that are not ready in the Beta are greyed out or marked "not supported yet". They are not available yet.

**Who do I contact about a problem?**

During the Beta there is no support or warranty. Please send your feedback through the XgenPlus contact page so the team can fix it before the final release.


Source: https://docs.xgenplus.com/storage/xgenoffice-windows-troubleshooting/