Troubleshooting - Word Extensions
- Microsoft Word starts but does not load all Add-ins and templates correctly.
Resolution 1: Check your file locations.
 Check your file locations.
In Word click on TOOLS > OPTIONS > FILE LOCATIONS tab, make sure that your Startup and Workgroup templates path are set correctly. For example, when setting up a standard Word Extensions installation you Startup folder should be set to "C:\Infoware\Startup" and your Workgroup templates path should be set to "C:\Infoware\Templates".
Resolution 2: Check Word's Security settings.
 Check Word's Security settings.
Microsoft Word has customizable security settings that can be tweaked to allow or disallow macros from executing. By clicking on TOOLS > MACRO > SECURITY you are prompted with the interface to control macro behaviour.
Security Level tab
On the security level tab there are 4 options to choose from Very High, High, Medium and Low. Below is a breakdown of each option:
Very High: Only macros installed in trusted locations will be allowed to run. All other signed and unsigned macros are disabled. An example of a trusted location would be Word's startup directory, in the case or most Word Extensions installations it would be "C:\Infoware\Startup".
High: Only signed macros from trusted sources will be allowed to run. Unsigned macros are automatically disabled.
Medium: User is prompted to enable or disable macros.
Low: When security it set to low, all macros are treated equally regardless of origin or certificate status. With low security, you receive no prompt or signature validation and macros are automatically enabled. Use this setting only if you are certain that all macros in your files are from trusted sources.
So in the case of all Infoware Word add-ins this setting can be set to Very High and no functionality will be lost.
Trusted Publishers tab
On this tab there a basically 3 areas of interest:
1. Trusted Publishers list - This is a list of all the publishers who have signed macros that you have allowed to run on your system.
2. Trust all installed add-ins and templates.
3. Trust access to Visual Basic Project.
The "Trust all installed add-ins and templates" needs to be turned on in order for most Infoware add-ins to work correctly. You can request to have your macros signed to remove this requirement.
The "Trust access to Visual Basic Project" options need to be turned on in order for the Infoware Inform Court Form Packages to work. This is required because we dynamically set references in this package.
Resolution 3: Do not use Microsoft Word as your email editor/reader.
 Do not use Microsoft Word as your email editor/reader in Microsoft Outlook.
Microsoft Outlook has a feature that allows formatting of emails using much of the same functionality as you would have in Word. Unfortunately this feature causes major headaches for those who use Word macros and can introduce system crashes in Word. This feature (pictured at right) is the Outlook, "Use Microsoft Word 2003 to edit e-mail messages" option.
Having this option turned on causes an instance of Word to open in the background. What that means is basically that Word is opened without an interface and more importantly without executing any code that should be run when Word first launches. Fortunately in this case, Word Extensions for Word 2003 is smart enough to disable this feature in Outlook, and over come its effects. If you are using older versions of Word Extensions you will have problems and you should purchase an upgrade.
 Workshare
A similar issue has been discovered with Workshare Protect and Workshare DeltaView that appears to be much more evasive to work around. Both WorkShare products contain a "Cache Word" (pictured at right) feature.
 These options cause the same issue as Outlook where they open an instance of Word in the background. However they also appear to disable all templates from executing in the process. Our current recommendation is to turn this option OFF in both applications.
- When you click on the DeltaView button in Word you get the current document attached to an email message or other unexpected behaviour if the current document is not saved first.
Resolution:
This behaviour is a result of poor coding practices used in the DeltaView.dot template supplied by Interwoven. The code assumes that the 3rd button on the standard toolbar is the FileSave command. To fix this you can either obtain a modified version of the DeltaView template from Infoware or we can force the 3rd button to be the FileSave command.
Details of Problem - DeltaView is supplied with a startup template named DeltaView.dot. This template contains macro code that is executed when the DeltaView button is used in Word. In this code they have included a command that presses the 3rd button on Word's Standard toolbar. Deltaview assumes that the 3rd button is the FileSave command. If the Standard toolbar has been customized the 3rd button could be any command. This can result in unpredictable behaviour. If any user customizes their Word Standard toolbar it can break DeltaView. In the case of the standard release of Word Legal Extensions the 3rd button is the "Send mail as attachment" command.
- You are receiving a MultiPrint error from routine "ChangeWordActivePrinter". You have tested printing from Word's File Print command to this printer and everything works correctly.
Resolution:
If this is a new printer that has not been setup in the Infoware Set Paper Bins, Printer Setup dialog go to this menu and ensure that the printer is listed at the top of the dialog and set the appropriate settings for the paper types listed.
Check that the Infoware Set Paper Bins, Printer Setup dialog and Special Printers Tab has the correct information (this tab is usually blank unless you have dedicated printers for specific paper choices).
If the error persists try removing and re-adding the printer in Windows.
If none of the above solutions resolves the problem you may follow the steps below to remove some registry keys. Note that this step will result in you having to re-setup the bin settings in the Infoware Set Paper Bins, Printer Setup dialog for each of the printers this user prints to:
- Log in as the user on their machine
- Close Word and Outlook
- Delete the following registry keys under HKey_Current_User:
Software\Infoware\Word\Printers - deleting this key will delete all the sub keys as well, that's OK
Software\Infoware\Word\Extensions\MultiPrintInterface
- Start Word and setup the printer in the Special, Set Printer Bins menu
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