To solve the issue you experienced on your computer we need to reproduce it in our in-house testing environment. To be able to do this, please check if you filled out the Properties drop-down list on the right side of the screen:


Windows version: type "About" in the search bar at the left bottom of the screen



Microsoft Office version (check out here how to find out the bit version of your MS Office): launch Microsoft Excel, Word, Powerpoint or Outlook.

Go to File/Account: 




JChem for Office version: press "About" on JChem tab in Excel, Word, Powerpoint or Outlook