EditScript MT Troubleshooting Guide

Table of Contents

2…………..EditScript MT Specifications7…………..Installing EditScript MT 8 & 9 on Windows Vista9…………..How to Properly Uninstall/Reinstall EditScript MT10…..……..Running a "Detect and Repair" in Word 200314…………Running a "Detect and Repair" in Word 200716…………Connection Problems and Communications Errors20…………Using Express Scribe with EditScript21…………Adjusting .doc file extensions for Template Issues23………….Normal.dot settings for Word 200729………….Configuring EditScript Dictionaries31………….EditScript and 3 rd Party Applications 32…….……EditScript MT FAQs

EditScript MT Specifications

The system on which EditScript MT is installed must meet or exceed the hardware and software requirements listed below:

HARDWAREMemory: 512 MB installed RAM dedicated to the CPU

Processor: 1 GHz

Disk Space: 5 GB of available disk space on the operating system partition

Communications: Broadband Internet connection is highly recommended (LAN, DSL, or cablemodem)

-Minimum of a 56KB modem connection

By right clicking on My Computer and going to Properties you can see if your computer meets the Memory and Processor requirements.

2

By double clicking on My Computer you can see if you meet the Hard Drive disk space requirements.

Foot Pedal: -Infinity USB foot pedal (version 8 only)

OR

-Infinity foot pedal with 9-pin serial port connection with either-Belkin F5U409 USB PDA Adapter or-Dynex DX-UBDB9 USB PDA/Serial Adapter Cable

Audio: -Speaker/headphones-Sound Card: SoundBlaster-compatible, including the capability to play audio from multiple sources simultaneously

NOTE: Some older or on-board soundcards have difficulty playingaudio from EditScript and third-party applications at the same time,but are otherwise SoundBlaster-compatible. This can cause audioloss on the PC until the machine is restarted. If you experience thisproblem, disable sound from the third party application(s), includingWindows Default Sound Scheme, while in EditScript.

Monitor: At least 17” (19” recommended) CRT or LCD, with a resolution setting of1024x768 or higher

3

SOFTWARE

Version 6

Operating System: Windows XP (Only 32 bit versions are supported.)

Microsoft Office: Office 2003 with Service Pack 3 (Trial version does NOT work)

Version 8 & 9

Operating System: Windows XP or Windows Vista (Only 32 bit versions are supported)

Microsoft Office: Microsoft Office 2003 with Service Pack 3 or Microsoft Office 2007 (Trial version does NOT work)

You can check what version of Microsoft Office you are running by opening Microsoft Word and going to the Help toolbar then by clicking on About Microsoft Office Word in the drop down menu.

A new window should pop up that has the Version of Microsoft Office listed at the top.

Currently, you will want to be on Service Pack 3 (SP 3) for Word 2003. You can search for it online to download if you do not have Service Pack 3 installed but are using Word 2003.

4

AntiVirus: If McAfee Anti-Virus software is installed on the desktop/workstation machine, it must be a minimum of Version 8. Regardless of which Anti-Virus vendor or product is used, the following directories (and all subdirectories) must be excluded from scanning:

In Vista: \Users\<username>\AppData\Roaming\eScription\EditScriptMT

In Windows XP: \Documents and Settings\<username>\Application Data\eScription\EditScriptMT

eScription software has known conflicts with some antivirus software that may affect a user's ability to work. There is most likely a conflict on your computer if you have seen the following message while using EditScript MT:

To assist all eScription users we have provided the following instructions for excluding directories from being scanned by five popular antivirus utilities. We recommend that you follow these guides closely if you have encountered this error while using EditScript MT.

Norton Antivirus 2007/2008McAfee VirusScan Plus 2008

TrendMicro Antivirus/AntispywareAvira Antivirus Personal Edition 7.06

AVG Antivirus

5

Firewalls: If a hardware-based firewall is in use, it must be configured to allow accessto www.escription.com via ports 80 (http) and 443 (https). If a software firewall is installed, the same ports will need to be given access. In addition, software-based firewalls may need to be configured to allow all executables located in the EditScript MT installation directory to have Internet access.

Microsoft: .NET 2.0 SP1(minimum)

The .NET framework can easily be downloaded online. The .Net Framework helps to ensure the foot pedal will work correctly and is a required component for EditScript MT. Check the Add/Remove Programs tab under the Control Panel to see if you have the .Net Framework.

Installing EditScript MT 8 & 9 on Windows Vista

6

Microsoft has implemented a new file structure in the latest release of the Windows Operating System, Vista. In the new file structure, the EditScript MT installer will be downloaded as a hidden file and kept in a directory that may be unfamiliar to most users. To compensate for this there is a slightly different installation process outlined below:

1. Log in to www.eScription.com using the Institution that you work for and the EditScript username and password provided by your transcription manager.

2. Navigate to the "MT" section and then select software downloads. Click on the link for the most recent version of EditScript and save the installer to your computer.

3. In order to locate this file you will need to configure Windows to show hidden files. Enter the Control Panel by opening the Start Menu and selecting the appropriate menu option. Select the Classic View option (if available) in the left margin of the window.

4. Double click on the icon labeled "Folder Options" and navigate to the "View" tab.

5. Under the Hidden files and folders section select the radio button labeled "Show hidden files and folders."

6. Remove the checkmark from the checkbox labeled "Hide extension for known file types" and the checkbox labeled "Hide protected operating system files." When this is complete the Folder Options screen should look similar to the following image.

7. At this time you should be able to locate the installer in the directory listed below:

7

C:\Users\<username>\AppData\Roaming\eScription\EditScriptMT

8. Run the installer (ESInst.exe).

At this point the installer should install EditScript MT. If you encounter any issue following these instructions please contact your transcription manger for further assistance.

How to Properly Uninstall/Reinstall EditScript MT

8

First, download the appropriate installer for the version of EditScript MT you wish to re-install (available on the eScription customer center). Then remove the program like you would for any other Windows program via the Control Panel and Add/Remove Programs. Once EditScript is removed, you will need to manually remove EditScript MT files left over. In order to do this you must:

Version 6

1. Navigate to C:\Program Files\eScription2. Delete the EditScript folder.

Version 8 & 9

1. Navigate to C:\Program Files\eScription2. Delete the EditScriptV8 folder3. Navigate to C:\Documents and Settings\<user name>\Application Data\eScription or

C:\Users\<user name>\Application Data\Roaming\eScription\EditScript if you are running Vista

4. Delete the EditScriptMT folder

Now, you can run the "downloader.exe" and install EditScript MT by following the prompts. If you are installing Version 8 or 9 on a Vista machine you can follow the instructions listed on Page 7.

There should be a listing for EditScript in the Add/Remove Programs section

Running a "Detect and Repair" in Word 2003

9

Sometimes the best solution to EditScript MT problems is a "Detect and Repair" in Microsoft Word. Should re-installing EditScript MT (as outlined on Page 9) fail to resolve the issue a "Detect and Repair" can fix the problem. A "Detect and Repair" resets all Microsoft Word settings to their defaults.

Note: Sometimes doing a "Detect and Repair" will require the original Microsoft Office CDs. Do NOT attempt to do a "Detect and Repair" unless you have those CDs readily available.

Backing up Data

Before starting a Detect and Repair you should back up any Microsoft special configurations because they can be lost during a "Detect and Repair".

1. Open My Computer and go to the following directory:C:\Documents and Settings\YourUsername\Application Data\Microsoft\Templates

2. Click once on the file called Normal.dot. Then click on Edit> Copy To Folder...

3. Click on 'Desktop' in the list, and then click the 'Copy' button on the screen.

10

4. Navigate to C:\Documents and Settings\YourUsername\Application Data\Microsoft\Office5. Click once on the file called MSO1033.acl. Then click on File > Copy To Folder...

8. Click on Desktop in the list, and then click the Copy button on the screen.

11

Running A Detect and Repair

1. Open Microsoft Word2. Go to Help > Detect and Repair

3. Check both checkboxes on the screen that follows and then click Start

This should start the Detect and Repair process. During this time period you may be asked to provide the Microsoft Office CDs that came with the program.

Note: If you start a "Detect and Repair" and are prompted for CDs, you will NOT be able to run Microsoft Office products (Word, Excel, etc) until you provide Microsoft Office with the CDs and complete the "Detect and Repair" process. Also, if you are using Microsoft Outlook, you may experience a loss of information (e-mails) after a Detect and Repair.

12

After the process completes, you will need to restore the two files we copied to your desktop:

1. Go to your desktop. Right-Click once on the file called Normal.dot and choose Cut.

2. Open My Computer and go to the following directory:   C:\Documents and Settings\YourUsername\Application Data\Microsoft\Templates

3. Click on Edit > Paste. If prompted to overwrite the file, say 'Yes'.

4. Navigate to C:\Documents and Settings\YourUsername\Application Data\Microsoft\Office

5. Minimize this window

6. Go back to the desktop and Right-Click once on the file called MSO1033.acl and choose Cut.

7. Maximize the window we minimized in step 5

8. Click on Edit > Paste. If prompted to overwrite the file, say 'Yes'.

Congratulations! You have just performed a Detect and Repair!

If you continue to run into problems please inform your Transcription Manager or IT contact.

13

Running a "Detect and Repair" in Word 2007

Sometimes the best solution to EditScript MT problems is a "Detect and Repair" in Microsoft Word. Should re-installing EditScript MT (as outlined on Page 9) fail to resolve the issue a "Detect and Repair" can fix the problem. A "Detect and Repair" resets all Microsoft Word settings to their defaults.

In Word 2007, this process is a bit different. This process is called "Microsoft Office Diagnostics" instead of a "Detect and Repair".

To start, click on the Office Button on the top left corner of the screen. This should give you a menu that looks like this:

Click on the Word Options button

14

You should be presented with another screen that looks like this:

1. Click on the Resources button on the bottom left hand menu2. Then click on the Diagnose button located next to the "run Microsoft Office Diagnostics"

feature3. Follow the steps Office gives you and this should complete the repair of Microsoft Office.

15

Connection Problems and Communications Errors

If you encounter communications errors while trying to update the header or upload a dictation in EditScript MT, it is an indication that your computer is having difficulty connecting to the EditScript server. This could result from a temporary connection problem, or it could mean that your internet connection is unreliable or down. EditScript MT will continue to upload completed documents until it succeeds when connection is re-established.

To verify this, please open up Internet Explorer and try to connect to http://www.escription.com. Once here you should enter your institution name in the Customer Log In box on this page and sign into your institution's page. You will need to enter your user name and password that you use for EditScript. If this is slow or you are unable to connect to this page, your internet connection is not working properly. If this is the case you may be having network issues or other hardware trouble that may be causing this. The problem may also be with your internet service provider, so you should contact their support group to help in resolving this type of connection problem. If your internet connection is working fine please let us know and we can look into this issue further.

Type the Institution shorthand name in this box (ex: Legacy)

16

You should be prompted to Login with a username and password.

What does it mean if I get communication errors?

If you get communications errors while working in EditScript-MT trying to update the header, or upload a dictation, it means your computer is having trouble connecting to the eScription server. This could be a temporary connection problem, or it could mean you are having problems with you internet connection. You can check to see if you internet is working by trying to load any web page. This message is a warning, and not an error. You can keep working as long as you have dictations to work on, EditScript-MT will keep trying to upload until is succeeds once the connection is re-established.

You could also try a few other things for further network diagnostics. The easiest thing to check is your upload and download speeds which will help determine if you are experiencing strictly a network/slowness issue as opposed to an EditScript problem.

Visit any of these sites to run an internet speed test on your computer:http://www.speakeasy.net/speedtest/ http://www.speedtest.net/ http://myspeed.visualware.com/servers/hpn.html

17

You should see a screen that looks similar to this at the end of the test:

Download Speeds

Since the recommended connection types are DSL/Broadband, the ideal download speed is in the 8000 kbps range.

2000 Kbps speedLength of Audio Time it takes to download

Audio1 Minute 2.5 seconds5 Minutes 12.5 seconds10 Minutes 25 seconds15 Minutes 36.5 seconds

4000 Kbps speedLength of Audio Time it takes to download

Audio1 Minute 1 second5 Minutes 6 seconds10 Minutes 12.5 seconds15 Minutes 19 seconds

8000 Kbps speedLength of Audio Time it takes to download

Audio1 Minute < 1 second5 Minutes 3 seconds10 Minutes 6 seconds15 Minutes 9 seconds

Upload Speeds

Generally, upload speeds are much slower than download speeds. If your upload speeds are very low (in the low 100s for kb/s) you may experience problems uploading jobs even though you can download jobs just fine. This is strictly an Internet Service Provider issue (ISP) and the best thing to do is to contact your ISP should you encounter internet slowness issues.

18

Another test you can perform is called a Trace Route. This is more on the technical side and is used to determine the exact path your computer uses to reach eScription services.

On Windows XP

1. Click on the Start menu2. Find and click on the Run option 3. Type "cmd" in the box and then hit enter4. A new window should pop up, type "tracert www.escription.com" and then hit enter5. Let the trace route finish and then take a screenshot of the results if possible

On Windows Vista

1. Click on the Start menu2. Either use the windows key+R shortcut or type "cmd" in the search box and hit enter3. A new window should pop up, type "tracert www.escription.com" and then hit enter4. Let the trace route finish and then take a screenshot of the results if possible

It is best to take a screenshot of your trace route results and forward these results to a support representative or any other technical support for further analysis.

19

Using Express Scribe with EditScript

Some MTs use Express Scribe for the audio processing portion instead of using EditScript's built-in foot pedal capabilities. In order to use Express Scribe with EditScript, there are a few steps that one must take which vary with the Operating System/EditScript version combination.

Go to Options -> Incoming

Add the below file path:

If you are running Windows XP and EditScript 6 you must point Express Scribe to read from:C:\Program Files\eScription\EditScript\Downloads

If you are running Windows XP and EditScript 8 you must point Express Scribe to read from:C:\Documents and Settings\<user name>\Application Data\eScription\EditScriptMT\Downloads

If you are running Windows Vista and EditScript 8 you must point Express Scribe to read from:C:\Users\<user name>\Application Data\Roaming\eScription\EditScriptMT\Downloads

20

Adjusting .doc file extensions for Template Issues

Sometimes templates (ALT-M) won't open in EditScript and instead open in a separate Microsoft Word window. This is usually due to an issue where Windows doesn't have the correct information set up for the Microsoft Word .doc file extension. In order to fix this try the following:

First make sure that you are signed out of Editscript MT.

Open up any folder and choose the folder options from the Tools menu.

Select the File Types tab and scroll down to the DOC extension. Highlight the DOC extension and click on the Advanced button.

21

Make sure that Browse in same window is checked.

You should now be able to log back into EditScript and use templates without any problems.

22

Normal.dot Settings for Word 2007

The Normal.dot file is a template that defines the default settings for a new document in Microsoft Word. This assigns all of the various options such as font size, margins, spacing, colors, etc. Word 2007 offers a new way to edit these defaults that may be more intuitive for some users.

For those who are unfamiliar with Word 2007; the Word Ribbon is part of Word shown in the screen shot below:

1. Open Microsoft Word 2007. This will display the defaults of Microsoft Word in the Word ribbon just above the text portion of the screen. If there have been no changes to your Normal.dot file then it will appear with all of the settings in the screen shot below:

Here is how the default page looks when you first start Word 2007.

2. First, ensure that your Style button is on the option furthest to the left in the Word Ribbon. The style button will display the default text for that style in the box as well as formatting options. You can see this box highlighted in the screen shot above.

3. Next, without changing the Style button selection, begin to set the values you would like for font, size, paragraph etc. Font settings can be adjusted through the font menu to the left bar at the top of the screen. Paragraph settings can be found between the style buttons and the font menu. All of these settings can be adjusted from the Word Ribbon.

23

4. When this is completed the document should appear with all of the settings desired when Microsoft Word or EditScript is opened.

The Styles Ribbon menu extended.

5. Next, click on the expansion icon underneath the style buttons in the Word Ribbon. This will appear as a small arrow at the bottom left of the Style selection pane. This will open a menu on the right side of the screen as shown above. Select Options in the bottom right-hand corner.

The Style Pain Options dialog screen.

6. The options button will open the menu shown above. At the bottom of this menu click on the button labeled “New documents based on this template” and click OK.

24

7. Next, right click on the Normal Styles button in the Word Ribbon and click the option labeled “Modify menu item.” This will open the Modify Style dialog as shown below:

Right click the Normal box in the Styles portion of the Ribbon

25

Modify Style dialog screen --- click the radio button to apply template to future documents.

8. In this dialog select the button labeled “New documents based on this template” at the bottom of the window. Then select OK.

9. Next, click the expansion icon under the paragraph section of the Word ribbon. This will open the window seen below:

26

10. Click the Default button at the bottom of the window and select “Yes” when prompted to apply these settings.

11. Next, click the Page Layout button (just above the Word Ribbon) to view the page layout Ribbon. Click on the expansion icon under the Page Setup portion of the ribbon. Click the Default button at the bottom of the screen and select “Yes” when prompted to apply these settings.

12. Now your version of Microsoft Word should have the correct settings applied as a default. You can test this by closing Microsoft Word and opening a new document. If the document opens with the settings you configured then you have successfully modified your Normal.dot file.

This should automatically be accepted by EditScript but make take a few tries before the changes are accepted. If you are having difficulty try modifying only one part of the Normal.dot file before continuing, meaning, adjust the font type but not the size or the paragraph settings etc. If this works, continue this process until all of the necessary changes have been made.

27

Additional Issues Related to Formatting

Some users will continue to experience formatting issues even after changing the Normal.dot settings. If this is the case there may be an issue with the mode Word is running in. Changing this to compatibility mode has allowed EditScript to work with Word 2007 without formatting issues. Steps to make this change are listed below.

1. Open Microsoft Word and click on the Office Button in the top left corner.

2. Click “Word Options” at the bottom of this window and then select “Save” from the panel on the left.

3. The top option will be labeled “Save files in this format.” Change this from “Word Document (*.docx)” to “Word 97-2003 Document (*.doc)”

4. Click OK and now Word is in compatibility mode. Formatting issues should be resolved at this point.

28

Configuring EditScript Dictionaries

When logging into ESMT v8 or v9 you may get this error message:

You have set an eScription dictionary as your default dictionary. This means that anything which you personally add to a dictionary will be stored in the eScription dictionary. These additions will be wiped out the next time this dictionary is updated. We strongly suggest that you change your default dictionary to a non-eScription dictionary. You can change your default dictionary by going to the "Spelling and Grammar" tab of the Word options dialog, and then clicking the "Custom Dictionaries" button.

If you follow the directions you will see the default dictionary set for MS Word is not your custom dictionary. What does this mean? If you were to add new words to your dictionary in MS Word (such as a name of a location or a person's name) it would be saved in one of the dictionaries that come with EditScript-MT. However the next time you update ESMT, eScription will also be updating the dictionaries that come with ESMT and the additions you made to your dictionary would be wiped out: you should configure MS Word to use your personal dictionary ("Custom") to store these additional words.

29

In MS Word (or ESMT) go to Tools Options Spelling and Grammar tab. Click on the "Custom Dictionaries" button. You will see this:

Change the default dictionary to "CUSTOM.DIC" by selecting "CUSTOM.DIC" and then clicking on the "Change Default" button. You will now see this:

Now you will not see this message again when you log into ESMT.

NOTE: If “CUSTOM.DIC” is not listed for you, please refer to the Microsoft help article about creating custom dictionaries: http://support.microsoft.com/kb/322198/en-us

Afterward, you should be able to see “CUSTOM.DIC” in the dialog boxes for the screenshots above.

30

EditScript and 3rd Party Applications

eScription does not support the use of 3rd party applications, although we are aware of some compatibility issues with our software. Here is a list of applications and known issues.

Avery Label Wizard and Office 2007Users will receive errors that state “Compile error in hidden module: AZWizardModul”. This is due to a specific file that needs to be moved. There should be a template that includes the words “Avery”, “Dennison” or “AZWizard” that causes this problem. The template should be located in either appdata\Microsoft\Word\Startup or Program Files\Microsoft Office\Office12\STARTUP. Move this template to a different folder and restart Word to fix the problem.

BeyondTxtThere have been numerous reported cases of “Error 731” in EditScript when BeyondTxt is installed. BeyondTxt is an application used by Transcend. In order to fix this error, a windows system file called “mscomct2.ocx” needs to be replaced. It is best to contact eScription support and have us switch this file with version 6.1.97.82. If this does not fix the problem then re-formatting your computer may be required.

31

EditScript MT FAQs (Frequently Asked Questions)

Error FAQs

How do I fix error 53: File not Found?

How do I fix error 429?

How do I fix error 430?

How do I fix error 462: Remote server machine does not exist or unavailable?

How do I fix error 1155?

How do I fix error 2738: Could not access VBScript run time for custom action?

The EditScript logo shows but EditScript never starts, how do I fix this?

I am getting an Automation error with EditScript, how can I fix this?

I am running Vista and am having problems inserting Templates, how can I fix this?

What does it mean if I get communication errors?

How do I fix a "Value cannot be null, Parameter value:ptr" error?

How do I fix the "Microsoft Word was unable to load a custom eScription addin" Macro Security problem?

How can I fix the “No Database URL is Specified in the EditScript MT Options file” error?

How do I fix a “Winword has terminated unexpectedly” error?

How do I fix a "No Database URL Specified…" error?

Other FAQs

32

How do I determine which version of EditScript I am running?

I have problems with my contact files and/or CC list, how can I fix this?

Where do I find necessary Microsoft Office & Microsoft Word Updates?

How do you remove eScription Dictionaries?

Why is EditScript MT slow or unresponsive?

My Red Box cursor isn't showing up, what can I do to fix this?

How can I get my templates to open up in EditScript and not in a separate Word window?

Exactly what versions of Word are supported with EditScript?

EditScript is “shadowing” text and the screen is “super-imposing” itself. How can I fix this?

My Word Toolbars aren’t working with EditScript, how can I fix this?

Error FAQs

33

Q: How do I fix error 53: File not Found?A: This error can occur when the default Internet Browser is set up incorrectly. In order for EditScript MT to run smoothly Internet Explorer should be set as the default internet browser.

Q: How do I fix error 429?A: When using Microsoft Office it must be installed as a complete install. Choosing not to install as a complete install may cause specific components needed by EditScript to not be installed as needed.

Q: How do I fix error 430?A: This problem occurs due to an issue with EditScript 6 and 8 co-existing on the same computer. There are 2 known fixes for this problem.

1. Find and install EditScript 8.0.48 or higher which fixes this issue. You will have to check with a support representative to see if the institution you are working with is capable of running this version of EditScript (servlet build must be 8.0.46 or higher).

2. If the institution you are logging into is not capable of running EditScript 8.0.48 or higher you can try the following:

a) Download the installers for EditScript 6 and 8 to your desktop (via the customer center at http://www.escription.com)

b) When you need to switch between version 6 and 8 run the corresponding installer for that version

c) The installer should notify you that this version of EditScript already exists. Choose the "repair" option to fix EditScript

d) Repeat steps B and C whenever you need to switch between versions.

Q: How do I fix error 462: Remote server machine does not exist or unavailable? A: This error occurs because EditScript can't talk to the Institution to connect. When this occurs, the best thing to do is to try re-installing EditScript by following the instructions on page 9.

Q: How do I fix error 1155?A: This error can occur upon installation of EditScript. This error indicates that there is a problem with the “Windows Installer”. It is recommended that you remove and re-install the Windows Installer by:

1. Going to Start -> Control Panel -> Add or Remove Programs2. Remove the “Windows Installer”3. Download the latest Windows Installer by searching Microsoft’s website4. Run the “Windows Installer”

Q: How do I fix Error 2738: Could not access VBScript run time for custom action?A: This should only occur on Vista computers. This error message indicates that the VBScript engine is not currently registered on the machine where the install/uninstall is taking place.

The VBScript engine can be quickly registered by following these steps:1. Run Command Prompt as administrator         1.1 Start Menu -> All Programs -> Accessories          1.2 Right click on Command Prompt and select Run as administrator2. Type cd %windir%\system32 into the Command Prompt and hit Enter3. Type regsvr32 vbscript.dll into the Command Prompt and hit Enter

Q: The EditScript logo shows but EditScript never starts, how do I fix this?A: If EditScript logo box appears but EditScript won't start, there could be an issue with the Windows DEP (Data Execution Prevention) setting. This can be fixed by:

34

1. Right click on My Computer2. Select Properties3. Click on the Advanced tab4. Go to Settings under the Performance Section5. Click on the Data Execution Prevention tab6. Select the first radio button: "Turn on DEP for essential Windows Programs and Services

only"

Q: I am getting an Automation error with EditScript, how can I fix this?A: Automation errors are often Microsoft Word related. Error 429: ActiveX component can't create object is an example of this. First, make sure you are running EditScript 8.0.57 or higher. If you still encounter problems afterward it is recommended that you try a "Detect and Repair" in Microsoft Word. There are instructions on page 10 of this document on how to do this.

Q: I am running Vista and am having problems inserting Templates, how can I fix this?A: Internet Explorer 8 is not yet supported with EditScript, you may experience errors with templates if you are using Internet Explorer 8. Otherwise, please install the Microsoft fix located at http://support.microsoft.com/kb/927009/en-us#fixitforme

Q: What does it mean if I get communication errors?A: Please refer to the Connection Problems and Communications Errors section in this document on page 16.

Q: How do I fix a "Value cannot be null, Parameter value:ptr" error?A: This error should only occur on Vista 64 bit Operating Systems. Currently, Vista 64-bit edition is not supported by EditScript version 8 or version 9. Vista 32-bit edition is the only Vista version that currently works with EditScript.

Q: How do I fix the "Microsoft Word was unable to load a custom eScription addin" Macro Security problem?A: In Word 2003 this is often fixed with a "Detect and Repair" of Microsoft Word (Page 10). In Word 2007, there is an option for that is set to disabled by default which needs to be enabled:

1. Click on the Office Icon in the top left corner2. go to Word Options -> Trust Center -> Trust Center Settings -> Addin3. Make sure the “Disable all application Add-ins” option is unchecked

Additional Information

This may have been caused because your Macro Security Level is set to 'Very High'. In order for EditScript MT to function with your Macro Security Level set to 'Very High', you must add the EditScript MT installation directory to the list of Trusted Locations within Microsoft Word.

Current Workaround:The available workaround continues to be that users should set Word macro security to Low.  For instructions on manually setting the macro security level in Microsoft Word, please visit one of the following links that are applicable to the Word version running on the EditScript machine.  Please note that before following the steps outlined in the links below, all instances of Word or applications that use Word (such as EditScript MT and Microsoft Outlook) must be closed.

 Office 2003- http://office.microsoft.com/en-us/ork2003/ha011403071033.aspxOffice 2007 - http://office.microsoft.com/en-us/word/ha100310711033.aspx#2

Further Actions:

35

We are currently rebuilding the newest versions of EditScript MT 8 and EditScript MT 9 with updated certificate files which will subsequently allow users to set their macro security level back to higher levels if installed.  We hope to have these installers deployed by 5/28.  We are also continuing to investigate other options and will provide ongoing communication as we have it.

Q: How can I fix the “No Database URL is specified in the EditScript MT Options file” error?A: This error occurs when a needed setting is missing from this localOptions.xml file in the EditScript Directory. The localOptions.xml file should have an entry like:

        <option>            <optionID>58</optionID>            <name>Login Location</name>            <category>Login</category>            <value>mhhs</value> <-institution name here is probably missing            <guiType>-1</guiType>            <helpText/>            <privilegeRequired>0</privilegeRequired>            <whenEffectiveInES>0</whenEffectiveInES>        </option>

This has been documented in development case 18738 and it is best to contact eScription support to fix the issue.

Q: How do I fix a “Winword has terminated unexpectedly” error?A: It is recommended that you upgrade to the latest version of EditScript first. This alone can resolve the error sometimes. If you continue to have issues after re-installing EditScript, please try a "Detect and Repair" in Microsoft Word. There are instructions on page 10 of this document on how to do this.

Q: How do I fix a "No Database URL Specified…" error?A: This is a problem with a specific file called localOptions.xml that controls login information to EditScript. Please report this problem to eScription Support so Support may manually fix the problem on your computer.

Other FAQs

36

Q: How do I determine which version of EditScript I am running?A: Version 6

1. Select eScription from the Menu Bar at the top2. Select About EditScript from the drop-down menu3. A new window should pop up showing you what version you are running

Version 8 & 9

1. Go to the eScription Menu Bar on the right and select Help from the drop down menu2. Select About EditScript MT3. A new window should pop up showing you what version you are running

Q: I have problems with my contact files and/or CC list, how can I fix this?A: The easiest thing to try to fix this problem is to delete the contact files and then restart EditScript MT. To do this, try the following:

Version 6

1. Navigate to C:\Program Files\eScription\EditScript2. Locate all files with the prefix "Contact" and delete them3. Log back into EditScript MT and allow the program to re-download the contact files

Version 8 & 9

1. Navigate to C:\Documents and Settings\<user name>\Application Data\eScription\EditScriptMT

2. Locate all files with the prefix "Contact" and delete them3. Log back into EditScript MT and allow the program to re-download the contact files

Q: Where do I find necessary Microsoft Office & Microsoft Word Updates?A: Microsoft Windows Updates and Microsoft Office Updates can be found at http://windowsupdate.microsoft.com

Q: How do you remove eScription Dictionaries?A: The eScription Dictionaries are located in the following path by default: C:\Program Files\eScription\EditScript\

The filenames for the dictionaries are as follows: escription0.dic, escription1.dic, escription2.dic, escription3.dic, escription4.dic

To disable the installed eScription dictionaries please remove all five eScription dictionary (.dic) files from the installed directory. Be aware, when upgrading to newer versions of EditScript-MT the dictionaries are automatically re-installed.

Q: Why is EditScript MT slow or unresponsive?

37

A: Your computer may not meet the minimum requirements for EditScript. Please check the specifications listed on page 2 of this document. You can also check the Windows Task Manager to determine if there are other programs that might be slowing down your computer:

1. Press control-alt-delete once 2. Select Task Manager 3. Click on the Processes tab 4. Click on the CPU column header to sort by processor usage

Only the System Idle Process should have a number in the CPU column higher than 50. If other programs have consistently high numbers, it could indicate that that process is causing the problems.

Q: My Red Box cursor isn't showing up, what can I do to fix this?A: For Windows XP try changing the display theme on your computer by doing the following:

1. Right-click on the desktop2. Click on Properties3. Click on the Themes tab4. Select either the Windows XP or Windows XP modified theme

Q: How can I get my templates to open up in EditScript and not in a separate Word window?A: Please refer to the "Adjusting .doc file extensions for Template Issues" section on page 21.

Q: Exactly what versions of Word are supported with EditScript?A: The versions are as follows:

2007 Office products (versions 8 and 9 only) Office Basic Office Standard Office Home and Student Office Small Business Office Professional Office Professional Plus Office Enterprise Office Ultimate

2003 Office products Office Basic Office Home and Student Office Standard Office Small Business Office Professional Office Professional Enterprise

38

Q: EditScript is “shadowing” text and the screen is “super-imposing” itself. How can I fix this?A: This is most likely because the default background color is set to a color other than white. Please follow the below steps to ensure your color settings are correct:

In Windows XP

1. Go to the Start Menu, and then to Control Panel2. Click on Display and another window should pop up.3. Click on the Appearance tab4. Click on Advanced and a new window should pop up5. Click on the Item drop down box and navigate to Window at the bottom6. With Window selected, make sure the Color1 box is set to white (top left)

In Windows Vista

1. Right Click anywhere on the Desktop2. Click on Windows Color and then Appearance. This will bring up a new window.3. Click on Advanced in the lower right4. On the drop down list under Item please choose Desktop.5. On the drop down list of Color 1: select White

Q: My Word Toolbars aren’t working with EditScript, how can I fix this?A: This is probably due to a Global Word Template file called “Normal.Dot” becoming corrupted. In order to fix this you will want to:

1. Close out all Word Documents2. Press CTRL+ALT+DELETE and go to Task Manager3. Make sure that “WINWORD.EXE” isn’t running in the Processes Tab4. Navigate to C:\Documents and Settings\user name\Application Data\Microsoft\

Templates and rename the “Normal.dot” file5. Open Word and this should create a new “Normal.dot”

The downside to this method is that all shortcuts and text autocorrect entries are still in the old corrupted “Normal.dot”.

39