The 'Switch To/Retry' error when producing a document from the software, is almost always caused by a separate Word Dialog box that is open when you're trying to output a document from the software.
This can take may forms.
- A user prompt (due to a macro)
- A pop-up that prompts the user to enter their user name
- The print / save dialogue being open
The solution is to eliminate the pop-up or complete the user interaction.
Sometimes this is because the user is printing or saving another document, but has not quite finished the print/save on that document, but particular errors tend to resolve themselves when the user finishes what they were doing and then tries to produce the document again.
If the 'Switch To/Retry' error is persistent then its likely that a User Prompt of some description has been added to the document template.
Minimise down all windows you have open, as the pop up may be hidden behind other windows.
Try to open the document template outside of the software, are there any prompts for the user to complete? These would cause the problem and should be removed.
If you're not sure what to look for can you send the document template the support to reproduce the error and fix.