Spreadsheet Operation Hangs and Cannot Be Terminated

My issue is twofold:
I am having Excel spreadsheet operations hang for several minutes, eventually users are terminating the operation themselves by closing Excel, however the request still lingers on the server. (Issue 1- why is this happening? this problem has affected various apps/dbs at various times of day, various users, i.e. no clear pattern. Sometimes we go for weeks and this doesn't happen. Instances are not associated with synchronization of security with Shared Services.)
Secondly, whether I kill the request in EAS or in MaxL, the request shows as "terminating" in EAS indefinitely. The database in question can still be logged into, but the original hang/termination just causes any user who queries subsequent to hang too/again. When I try to forcibly log off a user with a "terminating" request, I get a failure message "timeout while waiting for requests to die". (Issue 2 - why won't these hung requests terminate with a kill command? Would they ever terminate? Is there some kind of config file setting I am missing that is causing/contributing to hung sessions?)
Log files do not reveal any abnormalities upon user login, warnings or otherwise.
Thanks for reading this.
Version 9.3.1

Stepanie:
with the details what you have given me:
Check :
if the users are not doing mutiple instance of Excel book - this might have worked in legacy version but wont work in 9
Secondly
test the issue using smart view ideally you could advice the users to use the smart view and perform the operation and see if they still face the issue to isolate it to Essbase sever side or client related issue
Check on the users box if ARBOR PATH and ESSLANG are defined correctly
ESSLANG of the Server should match the client
Going by the Best practise and Hyperion Recommandation "Use the same version of addin against the version of server"
Can you isolate this to one particular DB/APPLICATION?
can we try to see if we remove the Existing Excel Addin then Reboot the box to clear the REGISTRY ENTRY and then install the latest 9.3.1.3 excel addin
TIP:
If you have a CSI Number that your company signed up for, Then use METALINK3 and search for latest version of Excel add for your Operating system Platform and install it
Else use http://edelivery.oracle.com
The latest one is 9.3.1.3 with Download Number V14763-01
I hope this helps
- Sriram Kalyanaraman

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7/21/14 20:23:23.292
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digest-request: init return domain: MACBOOKAIR-D7A server: MACBOOKAIR-D7A indomain was: <NULL>
7/21/14 20:23:23.310
digest-service[9739]
digest-request: uid=0
7/21/14 20:23:23.310
digest-service[9739]
digest-request: init request
7/21/14 20:23:23.314
digest-service[9739]
digest-request: init return domain: MACBOOKAIR-D7A server: MACBOOKAIR-D7A indomain was: <NULL>
7/21/14 20:23:26.102
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442003 [EXT:0x7fdea0c8adf0:<OP4ExtensionClient: 0x7fdea0cc5ce0>] S findExtensionProcessForPort: | [ES4 0x7fdea0cc5ce0] Connected safari-extension://com.agilebits.onepassword4-safari-2bua8c4s2c:60557: <NSRunningApplication: 0x7fdea0d39380 (com.apple.Safari - 9748)>
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442003 [EXT:0x7fdea0c8adf0:<OP4ExtensionClient: 0x7fdea0cc5ce0>] S verifyClient:satisfiesRequirement: | Extension client 'safari-extension://com.agilebits.onepassword4-safari-2bua8c4s2c' (<NSRunningApplication: 0x7fdea0d39380 (com.apple.Safari - 9748)>) passed validation
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