I have the problem that the add-in is working (RtGet() and RtContribute() work fine for example) only the Thomson Reuters Ribbon is not showing in my Excel 2010. COM Add-In is activated. Maybe as an additional Information: we started opening Excel sheets programmatically by using Powershell recently. Reuters works fine with it only the ribbon is always missing now for some unknown reason.
the fix Customer Support provided helped. By renaming the existing Cache folder and letting Eikon create a new one the ribbon is shown again. Maybe it makes sense to post the solution in case someone else experiences the same issue in the future.
This issue requires troubleshooting on the machine where the issue is reproduced, which cannot effectively be done on this forum. The best resource for this kind of issue is Refinitiv Helpdesk. I opened support case on your behalf with Refinitiv Helpdesk. The case number is 08966221. You will be contacted by Refinitiv Helpdesk to troubleshoot the issue.