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Issues opening templates

Copper Contributor
Posts: 83
Country: Australia

Issues opening templates

Hi,

 

Customer is using Office 2010 and act! Premium 2012 (14.1.108.0) HF3. On Windows 7 (Remote database).

 

When going to Write>Other Document (from template)... word will open but there is no document.  See below.

 

2013-12-20_15h45_50.png

 

When the customer goes to Write>Edit Template... gets the following error.

 

2013-12-20_15h15_30.png

 

The addin buttons are working correctly.  Is a standard user but I logged in as an admin and got the same result.  I also appiled everyone permission to the templates and database.

 

When I go to Write>New Document or New Letter/E-mail Template works correctly.

 

Any one else seen this sort of issue?

 

Thanks

Damon 

Moderator
Posts: 722
Country: USA

Re: Issues opening templates

Does this happen immediately after clicking Write > Edit template, or does it happen after you select a template to edit? Did this work previously and stop, or has it never worked? Was ACT installed before or after Microsoft Office? You mentioned logging in as an administrator, but was this administrator the built-in administrator? Additionally, if you look in the Windows Event Viewer, is there any additional information on the error, or is it pretty much the same thing that the error message that pops up displays?

Elise O'Pry
Swiftpage
Visit our knowledgebase at http://kb.act.com
Copper Contributor
Posts: 83
Country: Australia

Re: Issues opening templates

[ Edited ]

Hi Elise

 

Thanks for the reply.  This happens when you select a template.  Office was installed before act! was installed.  I am not 100% sure if it did work before, asked the customer but has not used this feature for awhile.  I checked the windows event viewer and could not see any errors.  We only see the attached error.  Was not a local admin account was a domain admin account.

 

Thanks

Damon

Moderator
Posts: 722
Country: USA

Re: Issues opening templates

Hey Damon,

 

There is a similar error that has been known to come up when trying to launch Act! that can be caused by UAC, or damaged preferences. Have you tried to run both Act and Word as an administrator or disable UAC to see if the same result happens? Try resetting the preferences. 


If neither of those things work, another thing that might possibly cause an error like this is a damaged .NET Framework 3.5 SP1 install. You can try to uninstall and reinstall it. 

 

You can find instructions on uninstalling and reinstalling at the bottom of the following Knowledgebase article: 

 

http://kb.swiftpage.com/app/answers/detail/a_id/28752

Elise O'Pry
Swiftpage
Visit our knowledgebase at http://kb.act.com