eVSM Technical Support

Listed below are common questions related to running eVSM. Any additional questions including those related to usage of specific eVSM Quick Stencils should be sent to support@evsm.com.

You can browse the questions list and click on a question to see the answer. You can also search the page with the browser Find function. To open the browser Find input field, hold the Ctrl key and click the F button on your keyboard.

1. What are the system requirements for eVSM v11?

  1. Windows Win7/Win8.x/Win10 (32-bit and 64-bit)
  2. Visio 2010/2013/2016/2019 - both Standard and Professional editions are supported (32-bit and 64-bit)
  3. Excel 2010/2013/2016/2019 (32-bit and 64-bit).

The full 64-bit environment is recommended.

Important Notes:

  • With Visio 2019, Microsoft now offer a Visio Web App version (Visio Online Plan 1) and a Desktop App (Visio Online Plan 2). To run eVSM, the Desktop App is required.
  • Visio and Excel are NOT included in the eVSM software, they must be acquired and installed separately.

2. Which Windows versions are supported by eVSM?

  NT 98 2000 XP Vista Win7 Win8 Win10
eVSM v11           X X X
eVSM v10           X X X
eVSM v9           X X  
eVSM v8       X   X X  
eVSM v7       X   X    
eVSM v6       X   X    
eVSM v5     X X X      
eVSM v4     X X X      
eVSM v3 X   X X        
eVSM v2 X X X          
eVSM v1 X X            

Note eVSM v9 and earlier versions are not supported in Windows 10. It may run OK under some configurations but may stop any time with a Windows update or a disk re-image. To run eVSM in Windows 10, you must upgrade to eVSM 10 or later.

3. Visio Macros are disabled at startup and/or the eVSM Toolbar is missing

If your eVSM toolbar is not showing, please check the following.

  1. Check that your macro settings comply with https://evsm.com/visio-macro-settings.
  2. Add the eVSM installation folder to the trusted locations in Visio. See how at: https://evsm.com/visio-trusted-locations.
  3. Make sure the Automation Events are enabled in Visio. See how at: https://evsm.com/enable-automation-events

If the above do not resolve the issue, please contact support@evsm.com.

4. How can I resolve the File Block Visio error message?

If you see one of the following messages at when starting eVSM, you need to adjust the file block settings in the Visio Trust Center.

Open the Trust Center in Visio with "File>Options>Trust Center>Trust Center Setting". Then check the switches in the "File Block Settings" as shown below. After making any changes, you must exit Visio and restart eVSm to see the effect of the changes.

5. What are the preferred computer requirements for eVSM?

The two main considerations for eVSM performance tend to be CPU clock speed and RAM available. We recommend using a machine with at least 4GB of RAM available at a minimum. Having 8-16GB should provide better performance with eVSM, as long as you are running the 64 bit editions of Microsoft Visio and Excel. A machine running dual core processors with around 2GHz per core should perform sufficiently.

As long as you have a 64 bit system with 64 bit Office/Visio, the more RAM and CPU speed you have, the better the performance will be. Also, having a solid state hard drive will help with loading and saving large Visio files.

6. Is eVSM 64-bit compatible?

Yes, eVSM v10 is 64 bit compatible for Windows, Visio, and Excel. Microsoft Excel and Visio must BOTH be either the 32 bit version or the 64 bit version.

7. Does eVSM run on Apple (e.g. iMac, iPad) devices?

The eVSM Software is an add-on to Microsoft Visio. It can run anywhere Visio runs. It can run on a Mac PC provide it has Windows installed (via Bootcamp or Parallels). Currently there is no way to run Visio on iPads or smartphones. eVSM does run on Windows Tablet PC's and is fully supported on Microsoft Surface Pro.

8. Why does my eVSM open in a web browser?

You would see this problem if you do not have Visio installed, or if Visio is not the default program for .vst files on your machine.

If you do have Visio installed and still see this problem, then please try these steps.

  1. Exit Visio if running.
  2. Right-click on the "Start eVSM" icon on your Desktop.
  3. In the right-click menu, select "Open With>Choose Program..."
  4. In the Open With dialog box that comes up, select Visio, check the box labeled "Always use the selected program...", and click OK.

This should associate Visio template files to Visio rather then anything else.

9. What is included in eVSM's annual maintenance plan (ME&S)?

ME&S = Maintenance, Enhancements & Support.
Maintenance = Updates will be provided at no additional cost to stay in sync with hardware, operating system, and software changes.
Enhancements = Access to all new features including major new releases of eVSM.
Support = Email and web meeting based support on the application and learning of eVSM.

10. Do you have example maps for different application areas?

Example maps for different VSM types can be found here.

11. My eLeanor grades are not showing on my scorecard

Check the following:

  1. Make sure you have extracted the lesson files from the downloaded ZIP file. If you are working within the ZIP file, then everything will work, except the grade capture.
  2. Make sure you have signed into the eLeanor control panel. You should see your Email address in the control panel.

12. Can I view eVSM maps if I don't have eVSM?

Yes, eVSM essentially creates Visio files. These can be viewed in Visio without eVSM. However to edit the file, you need eVSM. You can also save your maps in PDF format which can be viewed even without Visio.

13. The eVSM toolbar (ribbon) is missing when I start eVSM.

See https://evsm.com/evsm-toolbar-missing

14. eVSM says "This file was created in a newer version of eVSM…" and stops me opening the file.

This means that the file was created in a newer version of eVSM than the one currently installed on your machine. You will not be able to make any changes to the file unless you upgrade eVSM to at least the version that was the file was created in. However if you only need to view or print the file, have the author of the file send you a PDF version.

15. The eVSM stencils on the right have disappeared.

See https://evsm.com/VidStencils

16. eVSM Repair Utility

Visio files maintain a cache which keeps growing as you work in the file. As the cache grows, the file size will go up and some operations will slow down. The eVSM Repair utility (available in eVSM v10 and later) can be used to clear the cache.

To run the utility, click "Start>Programs>eVSM Software>eVSM Repair" while the Visio file is open. Make sure there are no other Visio files open at the time, because the utility will attempt to repair all open files.

Click the "Repair a Corrupt file" button and follow the prompts.

The repair function is is also available in v11 in the eVSM toolbar. The function in the toolbar is called "Map Clean".

17. My old maps open without the eVSM stencils. How can I open these?

The eVSM stencils (*.vss files) are stored in the "C:\Program Files (x86)\eVSM\Setup\Solutions" folder. You can open these in Visio by clicking "More Shapes > Open Stencil..." at the top of the shapes pane on the left.

If the stencils on the right side of your eVSM session are missing then you need to open all the stencils with the name starting with "eVSM_". These will open on the left, so you need to drag them over to the right.

18. I purchased software maintenance. How do I obtain my eVSM update?

You can download the latest version of eVSM here.

19. Is there a Glossary of terms used in eVSM?

A key of variable names used on a map can be generated when needed. Just drop the "Var Key Creator" shape from the "eVSM Title and Keys" stencil on the page. The key will show descriptions for all the variables in current use on the map. The key will update automatically as new variables are added/deleted on the map.

20. How do I share my data with people who do not have eVSM?

Just save the file in PDF format (Save As.. > File Type = PDF).

21. Is there a reference guide to eVSM's toolbar functions?

Yes, see the eVSM Toolbar Reference Manual

22. Is there an academic or student’s program for eVSM?

Go to Academic licenses.

23. What instructor-led training is available for eVSM?

Go to Instructor-Led Training Options.

24. Do you have a distributor for eVSM in my country?

eVSM may also be purchased from the following authorized partners.

We also work with most resellers (eg. Insight, SoftwareOne, etc.). So if you have a reseller you work with, have them contact us at info@evsm.com.

25. What is the return policy for eVSM?

Click here to view the eVSM license return policy.

26. I am getting prompted to Insert a Smart Card when I start eVSM.

If your company does not use Smart Cards for security just add the eVSM installation folder to the Visio trusted locations with these steps:

  1. Start Visio, and click "FIle > Options > Tust Center > Trust Center Settings > Trusted Locations > Add New Location... ".
  2. Click the Browse button, navigate to and select the folder shown in the dialog below.

  3. Check the "Subfolders of this locations are also trusted" check-box (VERY IMPORTANT) and then click OK, and Exit Visio.
  4. Start eVSM and confirm that the Smart Card message no longer displays.

You can also switch your Smart Card service Off or to Manual. See how at:


27. Starting eVSM issues: "C:\Program Files (x86)\eVSM\Setup\Solutions\eVSM.vst is not a valid Win32 application"

You may see this message if Visio is not the default program for .vst files on your machine.

Try these steps.

  1. Exit Visio if running.
  2. Right-click on the "Start eVSM" icon on your Desktop.
  3. In the right-click menu, select "Open With>Choose Program..."
  4. In the Open With dialog box that comes up, select Visio, check the box labeled "Always use the selected program...", and click OK.

This should associate Visio template files to Visio rather then anything else.

28. Does eVSM run in SharePoint?

It does, but we do not recommend editing or solving an eVSM map directly on Sharepoint. Two reasons for this:

  1. eVSM needs to create additional files in the folder the Visio file is in. If you have restrictions in your login you will run into problems.
  2. Performance will suffer because for some operations you will be slowed down by network bandwidth and traffic (for communication between your CPU and the SharePoint server).

Best way to work with SharePoint is check the file(s) out for local processing and upload when you are done.

29. Can't find DLL entry point GetTickCount in kernel32

If you see the message below, you will need to request assistance from your IT or Microsoft support. It is related to the Windows installation and setup.  It's also possible that your antrivirus is preventing Visio.exe from accessing the Kernel32.dll API, which can be fixed by whitelisting Visio.exe.

Error Number:
Error Description: Can't find DLL entry point GetTickCount in kernel32
Error Module: GKICustomProperty
Error Routine: PerformanceEnter
Error Line Num: 24

30. How to Open Developer Ribbon?

The Visio "Developer" ribbon contains some very useful functions. If the Developer tab is not visible at the top of your Visio ribbons, follow these steps: 

  1. Right-mouse click anywhere on the ribbon
  2. Select the Customize Ribbon command

In the Customize Ribbon dialog, check the Developer checkbox

31. Is eVSM Available in Local Language Versions?

eVSM is supported on local language versions of Windows and Visio. eVSM allows you to create drawings in any local language available on your Windows machine. The Help resources and Icon names for eVSM however are not localized, they are available only in English.

32. How to enable .NET 2.0 and 3.0 Framework on Windows 10?

eVSM v10 is fully supported on Windows 10, but needs .NET Framework 3.5 enabled. If not, you will see Error Number:-2146232576 issued at eVSM start-up and will not be able to proceed further. In this event, follow these steps.

  1. Close all applications on your PC.
  2. Go to Windows Start, and type 'Turn windows features on or off', and pick that from the list.
  3. In the Windows Features dialog box, tick all three dialog boxes highlighted below.

  4. Click OK, follow any prompts, and re-start your PC.

33. Do any eVSM URLs Need to Be Whitelisted?

eVSM requires direct communications from VB code to the evsm.com server for:

  • User authentication
  • License activation
  • eLeanor (training) score keeping

If the company firewall or proxy server blocks this communication then these functions cannot work. Following is a list of URLs eVSM needs access to. If you see problems with any of the above or other server communications problems, please "whitelist" these URLs.

  • evsm.com/auth
  • evsm.com/noauth
  • evsm.com/elearning/API/AuthCheck
  • evsm.com/elearning/API/ExerciseEvent
  • quicklicensemanager.com/evsm

 eVSM sends the information in HTTP POST method.

34. Is eVSM locked to the user login or to the PC?

The eVSM license is locked to the PC and to user account. You can install eVSM with an admin account, but the license activation should be done with the end-user login.

35. My Visio File May be Corrupt. Can I Recover my Map?

If you are still able to open your Visio file, you may be able to repair the file. In eVSM v11, just click the "Map Clean" button in the eVSM Toolbar. In older versions of eVSM (v9 and later) follow these steps.

  1. Exit Visio completely (close all Visio files)
  2. Open the problem file
  3. Leave the Visio file open and in the Windows menus, click "Start>Programs>eVSM Software>eVSM Repair"

35. My eLeanor control panel is missing

If you open an eLeanor lesson file and don't see the eLeanor control panel, then check:

  1. 1. Make sure your eVSM toolbar is visible (if not, see note #3 above).
  2. 2. Make sure the panel is not on a second screen or hidden behind other windows.
  3. 3. You mak be able to re-instate the panel with the "eLeanor Panel" command in the eVSM toolbar as shown below.

Contact the eVSM Group

Technical Support

Sales and Product Evaluation

eVSM Group
7577 Central Parke Boulevard
Suite 316
Mason, Ohio 45040

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