Troubleshooting: How to Resolve "ChangeWordActivePrinter" MultiPrint Error

If you are receiving MultiPrint error 5216 "ChangeWordActivePrinter" (see image above) and have tested printing from Word's File Print command to this printer and everything works correctly, check the following:

1. Has this printer been setup in the Infoware Set Paper Bins Printer Setup dialog? Go to this dialogue and ensure that the printer is listed at the top then set the appropriate settings for the paper types listed.
   


2. Does the Infoware Set Paper Bins, Printer Setup dialog, Special Printers Tab have the correct information? This tab is usually blank unless you have dedicated printers for specific paper choices.
   


3. Try removing and re-adding the printer in Windows.

If none of the options listed above resolve 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 into the user's machine as the user:

1. Close Word and Outlook.
   


2. 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
  


3. Start Word and setup the printer in the Special, Set Printer Bins menu.
   

Troubleshooting - How To Solve Most Find Contacts Errors

If the error is user-specific (other accounts on the same computer do not produce the same error), make sure to check for the following:

1. Ensure that the user has at least one contact in their personal contact folder.
2. If a public folder or an author's folder is being searched make sure the user has permission to the folder being searched.
3. Check if the machine is running in cached mode in Outlook 2003.
4. All sync errors involving the offline address book must be resolved.
5. See knowledge base article 831124.
   

If all users on the machine are getting the same error, try the following:

1. Re-register the InfoOutRed.dll.
2. Check if the machine is running in cached mode in Outlook 2003
3. Ensure that they have SP2 installed on the machine.
4. All sync errors involving the offline address book must be resolved.
5. Do a repair on MS Office.

Find Contact Troubleshooting

Issue:
Clicking the "Find Contacts" toolbar button in Word produces the following error: "Routine: FindContactx-Class_Initialize - Array index out of bounds"

This error message may be followed by a second error: "Routine: DoFind - IMAPITable::SetColumns..."

Resolution(s):
If this is a user-specific problem (another User Account on the same PC is OK)

1. If the user has no contacts in their personal Contacts folder add at least one.
   
2. If they have an Exchange Public Folder selected as a folder to search make sure they have permissions to the folder.
   
3. If they have an Author folder selected make sure they have permissions to that user's folders.
   
4. If they are running Outlook2003 in Cached Mode:
   - If they have sync errors (see Sync Issues folder) and it involves the Offline Address Book resolve the sync issue.
   - See Microsoft KB Article 831124 - if this resolves the issue then you have a name resolution issue with this user.
   

If it is a problem with the machine (more than one User Account on the same PC has the problem)

1. Re-register the file "InfoOutRed.dll" - it should be located in the Program Files\Infoware\Common directory.
   
2. If they are running Outlook2003 in Cached Mode make sure they have Service Pack 2 (SP2) for Office installed on the machine.
   
3. If they have sync errors and it involves the Offline Address Book resolve the sync issue
   
4. Do a repair on Office.
   

Re-Map Path ToolProtected Templates and Documents

Issue

The Re-Map Path tool is unable to attach “protected” templates to a document.

Description

This is an issue with MS Word and there is no workaround that we are aware of. You will receive an error in the log file for this condition.

Resolution(s)

1. If you would like to use the “protected” template that a document was based on, the attached template will need to be un-protected before running the Re-Map Path tool. To do this in MS Word, expand the "Tools" menu, and then select the "Unprotect Document..." option. If there is a password associated with the protected template, you will require that information as well.

OR

2. If you do not mind the document(s) being based on the "Normal" template, select the “Use Normal if match not found” option in the main user interface. The “Normal.dot” template will be attached to the document(s) in question.

Note: The Re-Map tool can handle protected documents during processing; it is the templates that cannot be protected.

Hint: Modifying Important Dates+ Reminders

Infoware's Important Dates+ Outlook add-in allows organizations to set followup reminders on any Outlook item including Public Folders.

Important Dates uses an external database to store the saved Reminders set by the users. By using a database that exists outside of Outlook, it is easier for Administrators and Users to manage Reminders over time.

Q.How do you modify or delete the scheduled reminder? If a task is entered and a reminder set in Important Dates, how can I modify the reminder information?

A.There are three different ways to modify an existing reminders:

Modify reminders on a user-by-user basis:
1. In Outlook, click on the Tools menu
2. Select the "List Important Date Reminders" menu option
3. Select the "All Folders" Look In option
4. Click on the "Search" button.
You can edit reminders by double-clicking on the item and then clicking on the "Lightning Bolt" icon within the message window.

Modify the Database Tables
Important Dates+ Administrators can modify and delete reminders by opening the ID+ database directly. This will require familiarity with Access or SQL and is recommended only for advanced users.

Use the Supervisor Tool
For those not familiar with Access or SQL tables, Administrators can use the ID Supervisor Tool to query the ID+ database. Queries can be made on email addresses. This is an extra cost item - please contact us for more details.

For additional information about how Important Dates works, please refer to our Important Dates FAQ page.

MasterCal Troubleshooting:Configuring the Messenger

Q.My company is looking at this software to add events/appointments to a group of users calendars without the users receiving any notification or having to accept that the event has been added to their calendar.

We have installed the software but it still seems to send the notification that prompts the users to accept the event. What permissions does the calendar organizer need to each individuals mail box?

A.Scheduling with MasterCal is unlike scheduling with ordinary Outlook.

When you create a MasterCal Appointment in a Public Calendar Folder, you DO NOT invite people by switching to the "Scheduling" tab of the Appointment form and adding them to the Attendees list as you would on a normal Outlook Appointment.

Instead the list of Attendees is added to the Description field of the Folder itself by selecting File > Folder > Properties for "folder name". (Refer to Page 1 of the MasterCal Manual - "Here's how it works").

There are a couple important things to note with the MasterCal Setup

1. The persons listed in the Description field will be Attendees for EVERY appointment created in this folder.
2. You can have multiple Public Calendar folders at the same level in the Public Folde hierarchy, each with its own unique list of Attendees.

When creating an appointment in the public calendar all that is required is a Subject and Date/Time (Location and Notes are optional). At this point you can simply Save and Close the MasterCal Appointment - again, it is not necessary to add Attendees to the Scheduling tab of Outlook.

Regarding the Permissions needed to setup the MasterCal messenger, there are some specific requirements to meet:

1. The option labelled 'Run As' Account in the Messenger interface should be a full SMTP address (ex. MCServer@your_org.com)
2. If you plan to run the Messenger from a Scheduled Task, the Task "Owner", or the "Run As" account specified when configuring the Scheduled Task in Control Panel must have:
   a) a mailbox
   b) Local Administrator rights on the PC running the Task
   c) Read/Write/Delete access to EVERY Attendees mailbox
   d) You must log onto the PC running the Task as this account and set the Messenger's options while logged on as this account.

Access to every mailbox can be accomplished 2 ways

1. Using the Exchange System Manager and assigning permissions for the Account on the Private Mailbox Store
2. Have each Attendee give these permissions to their mailboxes through Outlook.

For more Information, please refer to "Installing the MasterCal Server" on Page 7 and "Configuring the MasterCal Server" on Page 8 of the manual.

Bug Fix:Adobe locks Word Autotext Functions

Issue:
Many of our clients have reported an issue where Autotext entries will not be remembered between Microsoft Word sessions.

Specifically for Infoware Word Extensions clients, this issue results in the behaviour that the Set Document Author function will allow users to switch between Author entries in the Glossary but this change will not be retained between Word sessions.

Description
The basic problem is an issue with the Adobe 7 COM add-in. This add-in (which enables the Adobe toolbars in Word) marks the file Normal.dot as "clean" and will not save the file irregardless of changes made.

For those unfamiliar with Word, the normal.dot file is opened whenever Word is launched and among other things is the store for Autotext entries.

By in effect locking the normal.dot template, the Adobe add-in causes a number of the problems. This includes not saving new or edited autotext entries as well as default font and paragraph settings.

Resolution
Microsoft has a support article Q906899 that describes the issue and some workarounds.

Infoware recommends the following:

To prevent the add-in from loading, edit the Windows registry.

1. Locate the key[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\
   Office\Word\Addins\PDFMaker.OfficeAddin]


2. Change the subkey called "LoadBehavior" from a value of 3 to 0

Note: you must be a local administrator to write to the Local_Machine registry key. Your application push tool may be able to set this key remotely!

Additional Note:There are a number of posted articles on the web but we have not found information on Adobe's site re the specific problem or a fix.