Insol6 support team notes for Azure clients can be found here
The following issues may be reported when creating documents:
1. Template directory not accessible, can you open the template?
2. Popup messages and prompts
3. SQL Security Check (documents not merged)
4. Add-ins may cause an error merging or opening automated documents
5. Trust Settings incl (Protected issues, Information about blocked content)
6. Make sure the template is not blocked
7. User does not have write permissions to the job folders or the job
8. Is the data source created
9. Known Issue with datasource/user prompts
10. Blank page when Previewed or Error 6294.
Logging the Issue
When reporting an issue to support determine:
- the exact error message and write that in the title of the ticket
- Does this happen for all users?
1. Can you open the template?
To ensure the environment is set up correctly, the first thing to check is can you open the template using the software? From Manage Document Templates > Open the specific template in MS Word.
This will confirm the MT folder/*.dotx is located in an accessible location and highlight any relevant immediate issues. This establishes if you have rights to access the path to the document and the document is not blocked or has some other Word or Windows configuration issue.
2. Popup messages and prompts
When you open the template, do you receive any popups, bookmarks or protected warnings, such as prompting for your licensing information or enter your user name?
3. SQL Security Check (merging)
This error occurs when merging. The merge fields being blank (not merged) is a sign that the main document has lost its link to the datasource document. When you try open the document or manually locate the datasource document (outside of the software), you will get the below Select * from message
In recent versions of Word, the above message has been replaced with the below Security Warning.
If you get SQL security check message, please refer to the following Microsoft KB on how to resolve this issue:
http://support.microsoft.com/kb/825765
A registry setting is required to exist for MS Word templates to be merged from a network location without a warning message appearing.
HKEY_CURRENT_USER→SOFTWARE→Microsoft→Office→14.0¹→Word→Options
¹Depends on version of Word that is being run.
If SQLSecurityCheck is missing then you need to run the associated Word20ᴺᴺSecCheck.reg file
There’s a few sources for the registry files see: Knowledge base security check
They are also shipped with the application in the application directory Insolvency\Bin\Data
Another aspect of this issue may be caused by windows security policies or profiles that cause the registry key to be removed/deleted.
4. Add-ins may cause an error merging or opening automated documents
Check if there are any word or template Add-Ins ticked. If so untick them. You may need to check these are not required for use outside of the application. And if it does resolve the issue you can re-instate the add-ins.
Open MS Word.
Check Add-ins (File->Options->Add-ins)
a. Word Addin
b. Template Addins
Add-Ins may also result in a word pop up 'Do you want to save changes to the document template' or similar. Removing Add-Ins will fix this issue also.
5. Trust Settings
Open a word document. Click File > Options > Trust Center > Trust Center Setting
Click on Macro Settings
Click on Protected view (file->options->trust center->trust center settings->protected view)
Click on Message Bar
Click on Trusted locations
Symptom of the job folder not being trusted, is when you merge a document, the document appears to have lost its datasource, the recipients on the mailings tab of the document are disabled.
To modify Trusted Locations open Internet Options, click Start, click Control Panel, click Network and Internet Connections, and then click Internet Options.
Make sure both the job folders and the merge template folders are trusted locations.
- Un-tick the 'Require server verification ...'
- Enter the Drive where the folders (and\or merge templates) are located
- Click Add
Check Local Intranet also has the drive added:
6. Make sure the template file is not blocked
Make sure the template files are not blocked.
https://exalt.zendesk.com/hc/en-us/articles/115001598953-Unblocking-Document-Templates-using-powershell
Error for blocked files Examples:
Error 91. "Switch to" message (hanging) - merging datasource issue.
This error may also indicate MS Word is busy, see this article:
7. User does not have write permissions to the job folders or the job
Make sure that IT has granted the necessary permissions for the user to create and update documents in the Document Management folders and sub-folders.
8. Ensure Datasource created
Merging requires the datasource ot be created. Sometimes your machine permissions may prevent the datasource from being created.
Make sure that the Datasource is being produced correctly. You will need to un-hide hidden folders in the job folder to check.
Try connecting the Datasource manually (using Mailings in MS Word) with the template to produce the merge. Instruction on manual merge can be found here
Try merging after changing the Jobs Document Management path to the local drive.
9. Known issue with Datasource and User Prompt.
There is a known issue if you have the Dividend (Creditors) - Intention to Declare/Advertise Datasource as well as the Select Dividend/Distribution User Prompt configured on the same template, the datasource will not be not created.
10. Blank page when Previewed or Error 6294.
If you preview your document production and find the page is blank try to finish the merge. If an Error 6294 appears there may be an issue with your word option save settings. For instructions on how to fix this click here
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