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Troubleshooting
Issue
·
I get a pop-up message that says “Your current security
settings prohibit running ActiveX controls on this page. . .”
The message may look like this:
Scribe uses an ActiveX control to communicate with Microsoft
Word. The problem occurs when ActiveX controls are blocked from running by the
browser, a firewall, or both.
1.
Make sure Scribe is a trusted
site.
2.
Check that security settings for the
Trusted Sites Zone did not change:
o
Open
Internet Explorer.
o
Select
Internet Options from the Tools menu.
o
Select
the Security Tab.
o
Click
on the Trusted Sites icon.
o
Click
on the Default Level button to reset security settings.
o
Click
OK to save changes.
3.
Check
your firewall settings to
make sure scripts are allowed to run.
·
I get a “Malicious script detected” message each time I try
to open a document in Scribe.
The message may look like this:
Scribe uses a script to communicate with Microsoft Word.
Your local firewall or internet security program will try to block any script
from running as a security measure.
Under the Action section, select “Authorize this script” to
enable the Scribe control to function. You will not see this message again.
Your firewall will continue to block other potentially harmful scripts from
running.
·
When I open a document, my web browser suddenly closes.
Generally this occurs when an Internet Security program
blocks all scripts by default. The
solution is to either allow scripts to run, or to check the
option that says “ask me what to do” or “prompt me” when a malicious
script is found:
This will stop the security program
from automatically shutting down the browser.
·
When
I open a document, I get a message that says “Do you want to open this document
or save it to disk?”
The message may look like this:
By default, Internet Explorer will ask this question for
most non-HTML files accessed through the Internet.
1.
Uncheck the box that says “Always
ask before opening this type of file.”
2.
Select Open.
You should not see this message
again.
·
I see a red X or a blank screen when I try to open a document.
This error occurs when Scribe and Microsoft Word have not
connected properly. The most frequent cause is an improper setup.
1.
Close all instances of Scribe,
Internet Explorer, and Microsoft Word.
2.
Remove
the Scribe ActiveX control from your
computer.
3.
Double-check that your computer
meets all of the system requirements.
4.
Walk through the complete setup
instructions again. (Be sure to
update your system with all current security patches and critical releases from
Microsoft, as specified in the setup instructions.)
5.
The document should now open
correctly.
6.
If you are still encountering
problems, contact technical support at support@scribe.com
or call 1-866-672-7423.
·
I
see a red X or a blank screen when I try to open a document.
·
I
get a pop-up message that says “Runtime error 70. Permission Denied” whenever I
open a document.
·
When
I open a document, I get a pop-up message that says “This file is in use by
another application or user. . .”
·
When
I finish with Scribe and close the window, I get an error that says “Microsoft
Internet Explorer has encountered a problem. . .”
·
When
I finish with Scribe and try to open a Word document on my local computer, I
get an error that says “There is insufficient memory or disk space. . .”
·
When
I finish with Scribe and open a Word document on my local computer, I get a
“Document Recovery” panel.
·
How
do I remove the Scribe ActiveX control?
Description
·
When
I open a document, I get a message that says “Do you want to open this document
or save it to disk?”
The message may look like this:
By default, Internet Explorer will ask this question for
most non-HTML files accessed through the Internet.
3.
Uncheck the box that says “Always
ask before opening this type of file.”
4.
Select Open.
You should not see this message
again.
·
I
see a red X or a blank screen when I try to open a document.
This error occurs when Scribe and Microsoft Word have not
connected properly. The most frequent cause is an improper setup.
7.
Close all instances of Scribe,
Internet Explorer, and Microsoft Word.
8.
Remove
the Scribe ActiveX control from your
computer.
9.
Double-check that your computer
meets all of the system requirements.
10.
Walk through the complete setup
instructions again. (Be sure to
update your system with all current security patches and critical releases from
Microsoft, as specified in the setup instructions.)
11.
The document should now open
correctly.
12.
If you are still encountering
problems, contact technical support at support@scribe.com
or call 1-866-672-7423.
·
I
get a pop-up message that says “Runtime error 70. Permission Denied” whenever I
open a document.
This error is most often encountered during a faulty
installation of Microsoft Office XP.
If you ignore the error, the document will still load.
However, changes will not be saved, and the document may load as a blank page
the next time it is opened.
To resolve this issue:
-
Insert the original Microsoft
Office XP CD and run setup.exe.
-
If prompted for an option,
select the “Remove” option. (Do not select the “Repair”
option.)
-
Restart Windows if prompted to
do so.
-
Run setup.exe from the Office
XP CD again and follow the instructions.
·
When
I open a document, I get a pop-up message that says “This file is in use by
another application or user. . .”
The message may look like this:
This error is most often encountered on a computer running
the Windows ME operating system.
Currently, there is no resolution to the problem. However,
the following workaround exists:
1.
Click the OK button.
2.
Microsoft Word should open without
loading any document.
3.
Close Microsoft Word.
4.
Another message will appear,
prompting you to save the “normal.dot” template.
5.
Click the NO button.
6.
Microsoft Word will close and you
can begin working on the document.
If you encounter problems with this workaround, contact
technical support at support@scribe.com
or call 1-866-672-7423.
·
When
I finish with Scribe and close the window, I get an error that says “Microsoft
Internet Explorer has encountered a problem. . .”
The message may look like this:
This error is generally encountered when Internet Explorer
quits or leaves Scribe unexpectedly.
Currently there is no resolution for this issue. To work
around the problem:
1.
Click “Send Error Report” to provide
Microsoft with a description of the issue.
2.
Continue to update and apply the
latest security patches and critical updates for the Microsoft operating system and Microsoft Word.
3.
Continue to check the Scribe website
for any updates on this issue.
If you cannot work around this issue or still have problems,
contact technical support at support@scribe.com
or call 1-866-672-7423.
·
When
I finish with Scribe and try to open a Word document on my local computer, I
get an error that says “There is insufficient memory or disk space. . .”
The message may look like this:
This error most often occurs after a session with Scribe
during which a large number of documents have been opened or edited.
To work around this issue:
1.
Click the OK button.
2.
Right click on the taskbar at the
bottom of your screen and choose “Task Manager”.
3.
Select the Processes Tab.
4.
Highlight “WINWORD.EXE”.
5.
Right click and select “End
Process”.
6.
Click yes when prompted to do so.
7.
Close Task Manager.
8.
When Microsoft Word now opens, there
should not be an error.
If you continue to have problems after this workaround,
contact technical support at support@scribe.com
or call 1-866-672-7423.
·
When
I finish with Scribe and open a Word document on my local computer, I get a
“Document Recovery” panel.
The screen may look like this:
This often occurs after ending the WINWORD.EXE process from
the Task Manager.
To work around this issue, simply click the Close button at
the bottom of the panel, or close Microsoft Word completely and then reopen it.
If you still encounter problems after this workaround,
contact technical support at support@scribe.com
or call 1-866-672-7423.
·
How
do I remove the Scribe ActiveX control?
For troubleshooting purposes, you may need to remove the
Scribe ActiveX control in order to download the latest version.
1.
Double-click the My Computer icon on
the desktop.
2.
Open the folder “C:\WINNT\Downloaded
Program Files”. (Some systems may have a “C:\Windows\Downloaded
Program Files” folder instead.)
3.
Right-click on the file called “InetWord.InetDoc” and select Remove.
4.
If you receive the following
message:
Make sure all instances of Internet Explorer and Microsoft
Word are closed. Also be sure to close any other Microsoft Office programs.
If you still receive this message, restart Windows and try
again.
