There are many ways to find help with XpressDox, but sometimes you may have an issue and not know how to get passed it. Here are some of the more common troubleshooting questions we get asked.
If XpressDox was showing in your toolbar previously, but is no longer doing so, Word may have disabled the XpressDox add–in. This sometimes happens with Word or Windows updates, or if Word experiences a technical problem, it invariably blames the add–in, and then disables it. See How to re–enable your XpressDox Add–In
If you have just installed XpressDox and it is not showing in your Word ribbon, it is likely that there is some problem with your Word installation. Here are a few things to look out for.
The Starter version of Office comes preloaded with new computers
New computers most often have a Starter version of Office 365 preloaded and sometimes when trying to install XpressDox you might see a message saying that Word is not installed. The Starter version is not a full version of Word so although it appears as though Word is installed, it isn’t. XpressDox cannot be installed in this environment.
The most success we’ve had is to completely uninstall this Starter version and install the full version of Office.
Note however that some Office subscriptions are limited to the online version of Office and will therefore not have the option to install the full version locally. But if this is the case, remember that XpressDox can only be installed onto a locally installed Word version.
De-registering the pre-installed copy of Office
If you are still unsuccessful after trying an XpressDox reinstall, we have had some success with the following steps from Google:
Because many vendor machines come pre-installed with a consumer copy of Office pre-installed, simply de-registering the second version could be a solution. To do this, follow these steps:
- Navigate to C:\Program Files (x86)\Microsoft Office\Office16
- Run cscript ospp.vbs /dstatus
- Search within the results for the “Grace edition” and the “Last 5 characters of installed product key:”
- Run cscript ospp.vbs /unpkey:[productkey] and then restart the PC
Some background information around this scenario
Even when you login to Office365.com using the user’s credentials to download and install the product, two license keys will be created:
“Office16O365ProPlusR_Subscription1 edition” and “Office16O365ProPlusR_Grace edition”
This happens after Office365 is installed and after you sign in to the first product (i.e. Word, Outlook etc). The Grace key will eventually expire, but will lie dormant for an unspecified period of time. And inevitably it seems will interfere with the credential system, causing issues.
Check the bitness of Office
When installing XpressDox you must install the correct bitness that matches your Office installation, and not your Windows installation. It is possible that you can have a 64 bit Windows installation but a 32 bit Office installation. In that case you would install the 32 bit XpressDox version. Installing the incorrect bitness would result in a missing ribbon.
Once XpressDox is installed you can run the XpressDox Trouble Shooter which you will find on your Desktop. It contains useful information and will display the bitness of Office and of XpressDox. If you are having trouble identifying which version of Office you have, run the Trouble Shooter to check.
Check for conflicting Add-ins
It sometimes happens that other Add-Ins can conflict with XpressDox. Disable your Add-ins and then enable them one by one until you find the conflict. And then a choice will need to be made!
Re-install XpressDox as Administrator
If you are still not having any success, re-install XpressDox, but be sure that your AV is temporarily disabled (yes, we know that’s scary but we have been in business for many years and we have some huge multi-national customers so you can trust us!) and also be sure that you Run as Administrator.
Refresh your Office installation
The next thing to try is to run a repair on Office, and if that also does not work, you will need to re-install Office.
If all else fails
The last resort, if none of these options worked is to re-format and re-load the computer from scratch. Remember that if you re-format all of your information on your computer will be erased and you will need to re-load your information from a backup.
We have noticed this problem in Office 365 after a recent update. Microsoft has fixed it in their latest version so the first thing you can do is upgrade your Office installation. Alternatively you can try the following:
In Word 365, click File and then Options.
Set to Optimise for Compatibility, and then restart Word.
Usually when this happens you have mixed chevron (
«…») delimiters with angle bracket (
<<…>>) delimiters in your template. When XpressDox encounters angle brackets in a template, it ignores the chevrons. This results in no questions showing in your interview. See a more technical explanation
Generally, XpressDox is quite helpful with its error messages. Please read the main part of the error message to see if that sufficiently explains the problem. If not, please email the error text to firstname.lastname@example.org.
The Choose commands only ask for information if the answer to that question is used somewhere in the template. In its simplest form you will need to insert a fillpoint after the question. For example:
«ChooseFromList(City,New York,Miami,Los Angeles)»«City»
Or you could use the answer in an If command:
«ChooseFromList(City,New York,Miami,Los Angeles)»
«If(City = ‘New York’)»Some text about New York.
You could also use the CaptureAllDataElements command.
Sometimes there is an If or an End which is missing and it is difficult to find. Normally, XpressDox will do its best to find it for you. But sometimes XpressDox cannot work out where it is. Read the help post on troubleshooting end-else. Generally, you should test you template regularly so that when you do get an error like this you will know where to look for it. It is also an idea to put some descriptive text into your End() and Else() commands so you can identify the culprit. Like this
«End(if there is more than one child)». Some coders also put an identification number into the If and matching end, like this:
«If(Child > 1) 7»and its end
This happens when there is already an interview open on XpressDox Desktop for Word. You need to close that interview first.
There are a number of ways to control the order in which questions are asked. Normally, XpressDox will ask the questions in the sequence it encounters them in your template. But you can change that, for example by using the CaptureDataElement command which asks the question in the interview, but does not insert the answer in that position into the end document. (The converse of that is the CaptureLater command.) Another good way of changing the order is by using Tab command where you can override the order.