Description

User receives this message each time they launch Worldox:

It is normal for this to happen occasionally (After an update and the user needs to elevate in order to write those changes to the registry) but should not happen each time the user launches Worldox.  But if the above prompt appears every time the user launches Worldox, there may be an issue.  This article describes how to troubleshoot.

Note that repeated WDREGSET dialogs also mean that some of the Worldox integration points (Outlook, Acrobat, Word, Excel) are not being registered properly.

Troubleshooting Steps

Are you changing Internet Explorer protected mode settings?

For Worldox to integrate with Internet Explorer, IE Protected Mode must be disabled.  If you enable protected mode, then launch Worldox, the WDREGSET prompt will appear because Worldox is trying to fix the Protected Mode setting.  This could put you in an endless cycle of Worldox changing the Protected Mode settings, then you re-enabling Protected Mode, etc...

The resolution here is to not adjust the IE Protected Mode setting (strongly recommended), or ask Trumpet to disable Worldox's Internet Explorer Protected Mode adjustment (this will result in integration with Internet Explorer not working).

For reference, the following article describes issues associated with Internet Explorer Protected Mode and Worldox Integration: /index.php?pg=kb.page&id=50

Check UAC

Once of the main causes of this error message is that the workstation's Under Account Control (UAC) settings are not properly configured.

Follow the instructions in User Account Control (UAC) Information to ensure that your have the appropriate settings.

Terminal Server Users

If you are opening Worldox on a Terminal Server, and are experiencing this issue, please refer to our Updating Worldox on a Terminal Sever guide on how to ensure that a Worldox update properly pushes to the terminal server.

Users Who Are Not Permitted to Install Software

If part of the WDREGSET prompt includes typing in an administrative username and password, WDREGSET may fail (silently) in some fairly rare circumstances.

The fix is to perform a Run As operation on the following applications, launching them one time as the Administrator user, then closing the application:

• Adobe Acrobat (or Reader)
• Outlook
• Word
• Excel

Tip: In our experience, the vast majority of the time, the issue is resolved by launching Acrobat or Reader (Outlook, Word and Excel are normally not required).

The next time you launch Worldox, you will receive one more WDREGSET dialog, then after that, the problem should be resolved.

For those of you who are technically inclined, here is a description of what is going on: Differences in the HKEY_CURRENT_USER registry values between the user and the administrator user.  Worldox looks for triggers in the HKEY_CURRENT_USER registry to determine whether it should install addins for Adobe, Word and Excel.  If the user has the 'trigger', but the Administrator user does not have the 'trigger', then WDREGSET will see that it needs to install an integration addin, but after it elevates (running as the administrator user) WDREGSET no longer sees that the change is necessary.

Problem

You receive the following error when launching Worldox:

The Activation Key is invalid (the hash doesn't compute). Run WDADMIN to register your License Code.

Background

Worldox validates its license keys to prevent a site from incorrectly using other site's license numbers.   The activation should be seamless provided the following guidelines are met:

• On a Peer-to-Peer network, each PC needs to have the same Workgroup name

• On server networks, each PC must be a member of the domain and log in to that domain

• The drive letter to be used for Worldox (For example, W:) must be mapped the same way on every PC running Worldox. It is best to do the drive mapping via a login script or using group policy. You cannot have some users mapping W: to \\ServerName\Sharename and other users mapping W: to \\192.168.0.4\Sharename. You will get license errors.

Resolution

Make Sure you Are Not Launching Worldox from a Pinned Taskbar Item

Worldox will not launch properly from a pinned taskbar item.  See the Why you shouldn't pin Worldox to your Task Bar article for more details.

Check Domain or Workgroup

Check to ensure that the PC has the same Domain name as the Indexer PC (this can be found under Start > right-click on My Computer, Properties, then check the 'Computer name, domain, and workgroup settings' values).  Most sites should check the Domain value.  If you are on a small network, you may need to check the Workgroup name.

Confirm that launching WDAdmin from the Indexer PC succeeds without the same error.  Be sure to do this from the Indexer PC.  Here are instructions for launching wdadmin

Check Drive Mappings

Ensure that your drive mappings are consistent with the rest of your firm's. If they aren't, then you should contact your system administrator to adjust your log in scripts or group policy accordingly.

Check the UNC Paths for the Drive Mappings

If the UNC path is different for different users (for example, one uses the fully qualified server name (e.g. server.mydomain.local), and another uses the simple name (e.g. 'server')), Worldox will fail activation.

Try Re-installing WDWorkstationInstall

If the computer worked fine until recently, you may need to re-run the WDWorkstationInstall installer from your network Worldox drive

If none of the above works, send a request for support to support@trumpetinc.com and we will log on and take a look at things.

Symptoms

Every time the user launches Worldox, the receive an error dialog that reads:

"You can Safely Ignore This Message"

or

"There is a minor bug in Worldox that causes this dialog to appear if you aren't an Outlook user. Please click OK to finish launching Worldox." 

Background

This issue only occurs on workstations where Outlook is installed but is not set as the default Mail Client (e.g. GoldMine users).

This is a known minor bug, and will not impact the functionality of Worldox in any way.  We agree that it's annoying, but there's really nothing we can do about it until it floats to the top of the World Software development priority queue.

Resolution

Simply click "OK" on the message and Worldox will launch.

 

Background

Worldox should be launched using one of two shortcut targets:

• Regular Workstations:  C:\Worldox\WDMirror.exe /a
• Terminal Servers:  X:\Worldox\WDMirror.exe

Pinning Worldox to the task bar results in Worldox launching from C:\Worldox\WBGX.EXE.  This causes Worldox to think that your C drive is the network installation of Worldox.  In Worldox GX3 and Worldox GX4, this type of launch results in a license activation error dialog. To further complicate things, users could have valid desktop or startup shortcuts - when Worldox launched as part of the Windows login, everything works fine.  Then the user would close and re-open Worldox, and things would not work.

Resolution

Bottom line:  In order to avoid problems with Worldox, you should *not* pin Worldox to your task bar.

Description:

When you launch Worldox you are presented with the following message:

Worldox could not connect to your office server, so you will be running in OFF-LINE mode.

or you see a red "X" on top of the Worldox icon in the system tray by your clock:

Background:

When you launch Worldox you are typically (and should be) launching in "Mirrored" mode.  This means that upon launching Worldox, the application will copy any updated or changed files from the network to your local workstation's C:\Worldox folder.

If Worldox cannot connect to the network location of Worldox (like X:\Worldox) you will receive this dialog. 

Resolution:

To resolve this issue

1. Ensure that you have access to the network location of Worldox and that your drives are mapped consistently with the other users.  We recommend the use of Group Policy or Log in Scripts to map network drives.
2. Ensure that these drives are being mapped prior to applications running in your start up menu
3. After a server migration, ensure that you have reinstalled Worldox from the new server.
4. Occasionally you may find that in order to actually have Worldox obtain access to the network drive you must first actually navigate to the drive in Windows Explorer.  If that's the case, we recommend running the Worldox workstation installer from a UNC path rather than a drive letter. 

For further information regarding ensuring that your network drives are mapped prior to applications running see:  Force login scripts to run before startup folder is executed.

For further information on installing Worldox from the new server see:  Install Worldox

After a Worldox update has been applied to your server, the changes need to be 'mirrored' to all workstations.  This mirroring process can fail if you have any applications open that are using Worldox or any of Worldox's libraries.  When this happens, you will get a WDMIRROR - Copy Error message that looks something like this:

To resolve this, close the applications listed (with the exception of WDNETRUN) and relaunch Worldox.

If you still get the WDMirror - Copy Error message, log out of the workstation and back in, then launch Worldox before you launch any other applications.

If you have applications in your start up folder, be sure to close those again before launching Worldox.

 

Background

You see this window instead of Worldox popping up to save:

Resolution

Select "Choose a Different Folder..." and then Worldox should pop open to save the file.

If you'd prefer to NOT have to click that button each time, then you can permanently disable that window by going into Adobe's Edit>Preferences>General and UNcheck the box called "Show online storage when saving files".

Adobe Protected Mode and App Container

The primary cause of this issue is Adobe having protected mode enabled during startup. In newer versions of Acrobat this can also be caused by "Run in AppContainer" being enabled (sometimes updates to Acrobat will re-enable these settings automatically).  You can turn protected mode off on your workstation using the settings in Adobe Reader.

To disable protected mode in Acrobat/Reader 9:

In Adobe, navigate to Edit-> Preferences

Select "Security (Enhanced)" on the left hand navigation panel
Uncheck 'Enable Enhanced Security'
Close and re-open Adobe

To disable protected mode in Acrobat/Reader X:

In Adobe, navigate to Edit-> Preferences-> General

Uncheck 'Enable Protected Mode At Startup'
Close and re-open Adobe

To disable protected mode in Acrobat/Reader XI:

In Adobe, navigate to Edit-> Preferences-> Security (Enhanced)

Uncheck 'Enable Protected Mode At Startup'
Close and re-open Adobe

Note:  We have seen some cases where a log out and then log back in was required for this change to take effect for Adobe XI.

To disable protected mode in Acrobat/Reader DC:

In Adobe, navigate to Edit-> Preferences-> Security (Enhanced)

Uncheck 'Enable Protected Mode At Startup'

Uncheck 'Run in AppContainer"

Close and re-open Adobe

Monitor Manager Applications

Another cause of this issue is if the user has a Monitor Manager application installed.  These are applications that make it easier for users to move Windows between monitors.  If you are using one of these applications, please turn it off, then close and re-open Worldox and see if your issue is resolved.

Symptom

When viewing a PDF in a web browser, the user doesn't see the Save To Worldox button:

The Worldox toolbar is available in the Acrobat viewer (it appears under the toolbars), and can be manually displayed using the menus or by typing the F8 key.

Note: If typing the F8 key does not display the Worldox toolbar, your issue is different than what is covered by this article.  See other articles related to Acrobat or Adobe Reader integration issues in the Troubleshooting Tips and Tricks chapter

Background

This is a known Acrobat bug, introduced in version 10.1.  Details are here:

http://forums.adobe.com/thread/866343

Workaround

Type the F8 key to get the Worldox toolbar to appear.

A more permanent solution is to go to Edit->Preferences, Internet, then UNcheck the 'Display in Read Mode by default' checkbox.  With this unchecked, Reader will display it's toolbars by default so you don't have to press F8.

You may also need to disable "Protected Mode'.  To do so, in Adobe select Edit -> Preferences -> Security (Enhanced) and unselect the "Enable Protected Mode at startup".

When this is selected you will see the "Extended" menu to the right hand side of your window.  Select this, Worldox and the "Worldox Save" button will appear:

Resolution

At some point, Adobe will release a new build of Acrobat that fixes this behavior

Symptoms

You receive the following error dialog:

Background

When you launch Adobe, Worldox determines which version of it's plug in files should be used to integrate Adobe with Worldox.  If you are running Internet Explorer in Protected Mode, Worldox may not have access to the WDACRO.INI file.  You should first ensure that Internet Explorer is not running in protected mode. 

To disable Protected Mode in IE:

1. Tools->Internet Options
2. Security
3. Select the Internet zone
4. Uncheck the Enable Protected Mode checkbox
5. Close and re-open Internet Explorer

You may also find that the version of Adobe is not included in the Worldox file WDACRO.INI you will receive this warning.

Resolution

If protected mode is disabled in IE, and you are still receiving this error, send an email to support@trumpetinc.com requesting a Worldox update.

Symptoms

User prints to the Adobe PDF print driver

The print driver presents a regular Windows Save As dialog

Worldox does not 'hook' the Save As dialog

Background

When installed on 64 bit operating systems, the Adobe PDF printer is a 64 bit device driver.  This means that the normal Save As dialog presented by the print driver is running in 64 bit address space.  At this time, Worldox's hooking technology only works with 32 bit applications, so standard hooks will not work

Resolution

There are several strategies available to you:

• Print to a print driver that displays it's Save As dialog in 32 bit address space (the Attach Plus Save and Send PDF printer does this, and Worldox will hook the Attach Plus Save As dialog)
• Use the built in menu commands in Word, Excel and Powerpoint to create the PDF (this works well for most tasks.  However, it does not allow you to convert the current Excel selection):
  
• Use the Acrobat plugins for Word and Excel to generate the PDF:
  

Symptoms

When the user attempts to save a PDF from the web into Worldox, they receive the following error message:

Note: The example above references Norton Anti-virus and the WDADOBEF.API plug in, but this could occur with any type of anti-virus software and any type of Worldox plug-in.

Background

Anti-virus programs routinely scan a computer system looking for files that they consider threats. For one reason or another, they may quarantine a file as a threat when it is perfectly safe. When this happens, it could affect the functionality of other programs with Worldox.
Note: In this example, Norton flagged WDADOBEF.API as not being safe and had it removed. By flagging the WDADOBEF.API, the anti-virus software removed the integration to save from Adobe to Worldox.

Tip: If you receive a message from your anti-virus software and want to see if it is a Worldox plug-in then look to see if the file has WDxxxxx.xxx at the beginning of the file name.

Resolution

To keep your anti-virus software from blocking Worldox plug-ins, you need to create a real time exclusion with the file path of the file within your anti-virus software. This will make your anti-virus software skip over the plug-in the next time that it scans your system for potentially harmful files.

 

Symptoms

When the user attempts to open a PDF from the web, they receive the following error message:

 

Worldox integration for ACRORD32.EXE is not defined in .\WORDLDOX\WDACRO.INI

Worldox integration for Acrobat will not be enabled

 

Background

The issue has to do with the WEBROOT antivirus blocking the API file by default.

 

Resolution

If client is using the WEBROOT AV suite, this can be fixed by allowing WDACRO.API under the Application Protection tab:

 

Symptoms

Worldox hook integration with Axys is enabled (via wdadmin, edit->integration), but choosing File->Save As from the report system does not bring up a Worldox Save As dialog.

Additionally, if Axys is used to generate and automatically open an Excel file, clicking Save As in the Excel file brings up a square dialog that says "Worldox" - but nothing else is displayed.

Background

Axys version 3.8.5 had changes that force Windows workstations with UAC enabled to launch Axys as an elevated, administrator privileged application.  The particular change was the embedding of a "manifest" into the Axys executables that specifically tells Windows to not allow Axys to be launched except in elevated/administrator mode.

Unfortunately, once Axys is launched in elevated mode, no other applications can interact with it.  So Worldox integration won't work.  When Axys launches Excel, the Excel instance also winds up being elevated, so Worldox integration fails there as well.

This behavior is a clear violation of Microsoft design guidelines for manifest declarations.  This sort of application should not be run elevated.

Resolution

Until (if?) Advent fixes the manifest issue (which will require them to update the Axys executables), there is no good solution. 

Here are the workarounds:

• Turn Windows User Account Control completely off on the workstation.  This leaves the workstation more vulnerable to threats, and we do not recommend it.
• Save the file to your desktop, then drag to workzone to file it

 

This article describes techniques for troubleshooting Excel integration.  Note that it is possible to save documents into Worldox using Workzone, so if you have an urgent need, do that first, then turn your attention to the troubleshooting.

First - the Interim Workaround

If you are not able to get the Save As dialog to pop Worldox right away, you can still save files to Worldox using the WorkZone icon in the interim (Save a Document - Workzone).

Make sure Worldox is running

If Worldox is not launching when selecting File > Save As in Word or Excel, the first thing is to of course check that Worldox is running on this workstation.  If it is, please fully close it using the "Close Worldox" option in the System Tray icon.  Re-open Worldox, and try your save again.

Make sure your version of Office is supported

• Worldox does not support integration with any 64 bit version of MS Office (64 bit Windows 7 is fine, but only the 32 bit version of Office). 
• Worldox does not support 'Click to Run'  or 'Starter Edition' installs of Office 2010 (these are typical 'freebie' installations of Office that ship for free with low end PCs).  For details, see A discussion of 32 vs 64 bit versions of Office
• Worldox does support 'Click to Run' installs of Office 2013 but only if installed and ready for "offline" mode.
• Worldox does not support Office 365 plans that DO NOT include Desktop versions, cloud based storage option of  365 (SkyDrive) for Worldox data or the "On Demand" streaming version of MS Office with Worldox

Check if the Worldox integration macros are disabled

Office 2003 Users (Note, GX4 no longer supports Office 2003):

• Right-click in the Word/Excel toolbar area and select Customize
• Under the Toolbars tab, select the Worksheet Menu Bar
• Select Reset > OK, then Close
• Close Word/Excel
• Reopen Word/Excel and try the save again

Office 2007 Users:

• Click the Window button > Word/Excel Options > Add Ins
• Click on the drop down arrow and select "Disabled Items", then click Go...
• Ensure that the @WDEXCLC.XLAM for GX3 or @WD4EXCELC.XLAM for GX4 file is not disabled
• If it is disabled, select the @WD one from the list and choose Enable
• Close and re-open Office and test the Save-As function

Office 2010 Users:

• Select File > Options
• Select "Add-Ins" from the left hand menu
• Click on the drop down arrow and select "Disabled Items", then click Go...
• Ensure that the @WDEXCLD.XLAM for GX3 OR @WD4EXCELD.XLAM for GX4 file is not disabled
• If it is disabled, select the @WD one from the list and choose Enable
• Close and re-open Office and test the Save-As function

Office 2013 Users:

• Select File > Options
• Select "Add-Ins" from the left hand menu
• Click on the drop down arrow and select "Disabled Items", then click Go...
• Ensure that the @WDEXCLE.XLAM for GX3 or @WD4EXCELE@XLAM file is not disabled
• If it is disabled, select the @WD one from the list and choose Enable
• Close and re-open Office and test the Save-As function

Office 2016 Users:

• Select File > Options
• Select "Add-Ins" from the left hand menu
• Click on the drop down arrow and select "Disabled Items", then click Go...
• Ensure that the @WDEXCLE.XLAM for GX3 or @WD4EXCELF@XLAM file is not disabled
• If it is disabled, select the @WD one from the list and choose Enable
• Close and re-open Office and test the Save-As function

Symptoms

When attempting to open Excel the user receives the following dialog:

Cause

This is the result of installing the 64 bit version of Microsoft Office.  Worldox integration with Microsoft Office requires the 32 bit version to be installed.

Resolution

To resolve the issue, you must uninstall the 64 bit version of Microsoft Office and re-install the 32 bit version.

Here's how to disable the Excel integration:

1. Close Excel
2. Go to %appdata%\Microsoft\Excel\XLSTART
3. Confirm that there is only one @wdexcl file in that folder - if there are multiple, let Trumpet know
4. Delete the @wdexcl file
5. Launch Excel and test

When you launch Worldox again, it will re-install the integration templates.

Background

When launching Excel, you see this message:

Run-time error '53:

File not found:  wdapi32.dll

When Excel loads the Worldox Templates for integration, WDAPI32.dll is one of its dependencies. 

Resolution

• Right click on the involved applicaton (Outlook, Excel, Word, wdSaaS) and on the "Compatibility tab", ensure that none of these applications are set to "Run as Administrator", and check that they are not running in compatibility mode.
• Ensure that the Worldox program folder was added to the Path statement
  • Open a command line prompt
  • Type "path"
  • You should see: C:\Users\<username>\AppData\Local\Worldox\WDSAAS"
  • If that is there and you have not yet rebooted your workstation, you should do so, and then relaunch Worldox prior to launching any other Microsoft office applications.
    

Background

Worldox Cloud checks out documents to the local workstations when they are opened.  Upon closing those documents, Worldox Cloud checks those documents back in to the cloud.  By and large, this works just great with Foxit, unless you have multiple tabs open at the same time.  Worldox monitors the top-most outer window of Foxit, which changes depending on the tab you have highlighted.  The problem is that if you switch from one tab to another, Worldox thinks the first file is closed.  It then attempts to check the first tab back in, but cannot do so because it's still open.  This can cause errors because Worldox cannot check the documents back in, resulting in having a lot of checked out documents open on your system.

Resolution

Because Foxit doesn't output the filename, Worldox cannot monitor the individual tabs.  Therefore, we recommend that you configure Foxit so that it opens multiple instances of the software (each file then gets its own window which can be monitored successfully).

To configure Foxit to open multiple instances of the software:

• Open Foxit
• Choose File > Preferences
• Select "Documents" in the navigation panel on the left
• Choose the "Allow Multiple Instances" checkbox
  

Symptoms

Clicking Browse... in Internet Explorer 7 or above brings up the native file selection dialog instead of Worldox

Resolution

There are several causes of this problem - the following describe the issue, and resolution

Protected Mode

If Internet Explorer is running in Protected Mode, IE runs in a separate process space than the rest of your computer, so Worldox is not able to integrate with it.

To disable Protected Mode in IE:

1. Tools->Internet Options
2. Security
3. Select the Internet zone
4. UNcheck the Enable Protected Mode checkbox
5. Close and re-open Internet Explorer

64 Bit Internet Explorer

Worldox is a 32 bit application, and cannot integrate with 64 bit applications.  Use the 32 bit version of IE if you want Worldox to integrate with it.  We generally recommend disabling the 64 bit version of IE as there are no compelling reasons to use 64 bit over 32 bit versions (64 bit takes more memory and is slower).

To tell if your IE is running as a 64 bit version, open the About screen and look to see if it says "64 bit":

Problem: 

When you try to attach a file already saved to Worldox to a Junxure action, Worldox doesn't pop, or when you try to save a merge form template from Junxure Worldox doesn't pop.

First possible reason this is occurring:

Junxure is running as an administrator.  You can check this by looking at the properties of the Junxure icon under the 'Compatibility' tab -

Resolution:

Uncheck the 'Run this program as administrator' selection and restart Junxure.

Second possible reason this is occurring:

By default Junxure will run as a 64-bit application if it is installed on a workstation with a 64-bit operating system.  Worldox runs as a 32-bit application.  Since the two are running differently they cannot integrate with one another.

You can check to see if your workstation has a 64-bit operating system, Select "Start" and right click on the "Computer" icon.

 

Resolution:

Virtuoso (Version 4.0.49 or higher) has a special setting to force Junxure to run as a 32-bit application on your workstation.

Here's how to resolve:

• Close Junxure
• Close Virtuoso
• Navigate to X:\Trumpet\Virtuoso\Mirror and double click on the VirtuosoWorkstationSetup*.exe file (where "X" is the network drive where Virtuoso is installed on your network)
• Run the installer accepting all default
• Launch Junxure

Note:  Junxure must be closed prior to installing the Virtuoso workstation in order to make this change.

You can tell Junxure is running as 32-bit application by looking at the processes tab in Task Manager.  If it's running as a 32 bit application, it will have an *32 beside the Junxure.exe entry.

AK — THIS IS REALLY REALLY OLD I'M HIDING

Symptoms

Attempting to open, attach or save a file fails the first time (and maybe the second time), but often works after repeated attempts.  This happens when using Worldox "hook" integration only (i.e. not in Word, Excel or Acrobat).

Potential Causes and Resolution

We have seen problems with 'Window Management' applications resulting in the described behavior.  These are applications that may add a button to the Windows title bar (allowing you to quickly switch a window to a different monitor), or add a right click menu item when you right click on a window caption, like this:

The resolution is to disable or uninstall the window management software.  The following instructions cover how to do this with different applications:

Disabling nVidia nView Desktop Manager

In Control Panel, Add/Remove Programs (or Programs and Features in Windows 7), double click the NVIDIA nView Desktop Manager:

Click the Disable button:

Background

The Copy and Move buttons are used to quickly move emails into Worldox.  These buttons are provided by an add-on to Microsoft Outlook.  If that add-on is disabled, or is not installed properly, the Copy and Move buttons will not appear. 

Troubleshooting Procedure

Make sure you are running 32 bit Outlook

64 bit versions of Outlook are not supported by Worldox.  You can check the About screen in Outlook to see.

Another way to check this is to see if integration is working with Word or Excel.  If it is working, then Office is definitely 32 bit and you should move on to the next step in this procedure. 

If Office is 64 bit, install the 32 bit version instead.

Let Worldox fix the most common issues

Worldox tries very hard to correct most issues related to the Outlook add-in every time Worldox launches.  For this 'fix up' procedure to work, Outlook must be completely closed when Worldox is launched (note that this does not apply for general usage - you can open Outlook and Worldox in any order you want, unless you have problems with the Copy/Move buttons not appearing).

The following procedure will resolve 99% of the missing Copy/Move button issues:

1. Close Worldox
2. Close Outlook
3. Use Task Manager, Processes tab to confirm that Outlook.exe is not running (sometimes Outlook stays running, even after you click the 'X' that closes the main Outlook window)
4. Launch Worldox
5. Launch Outlook

 

Check to see if the Worldox addon has been disabled

1. Open the Outlook Addins manager
   
   • Outlook 2013:  Click File->Options, Addins
   • Outlook 2010:  Click File->Options, Addins
   • Outlook 2007:  Tools->Trust Center, Addins
2. This will provide you with a list of the supported Add-ins for Outlook. If the Worldox add-in has been turned off, it will appear in the "Inactive Appliction Add-Ins" list.  If the add-in has been disabled, it will appear in the "Disabled Application Add-Ins" list.
   
   
   If the add-in is showing as Inactive or Disabled, enable it using the following additional steps:
   
   
3. In the "Manage:" drop down box, select "Disabled Items" and click "Go"
4. Check the "Worldox Interface" and "Worldox Interface 2010" check boxes, and select "Enable" then "Close"
5. In the "Manage:" drop down box, select COM Add-Ins and click "Go"
6. This will show the current "COM Add-Ins" for Word. To enable the WORLDOX Interface and Worldox Interface 2010, click the check box next to both (if you have Outlook 2007 or earlier, the '2010' addin won't show, so only select the WORLDOX Interface addon).
   
   
   
   
7. The Copy/Move buttons should now be visible

Check your UAC settings

If the Worldox add-in doesn't appear in the Outlook add-ins list, then there is an issue with the actual installation of the add-in to the computer.  The most likely cause of this is that UAC settings on the workstation have been configured in a way that prevent Worldox from fully installing itself to the workstation.

Please refer to the User Account Control Information article on how to resolve issues related to UAC

Background

If Worldox is unable to interact with your email application, and you initiate an email attachment, you may see an error message that looks like this:

Resolution

Make sure that the email application is properly configured, and that it is set as the default email application for the workstation. 

Close BOTH Outlook and Worldox.  (Reminder:  Close Worldox by right-clicking on the Worldox icon in the System Tray and select "Close Worldox".)  Re-launch Worldox first, just in case changes to the email application haven't been picked up by Worldox.  Then re-launch Outlook and test.

Make sure that the email application is handling send requests outside of Worldox - right click on a document in Windows Explorer and choose Send To->Mail Recipient.  If that works, but you still get the MAPI_E_FAILURE message in Worldox, then we'll need to take a deeper look.

If the Send To->Mail Recipient test does not work, then you have a lower level problem with how the mail application has been installed.  The best thing to do will be to re-install the email application, or do a 'repair' on it (Outlook can be repaired from the Control Panel > Programs and Features applet)

Note:  We've seen some cases where a reboot was necessary after the above steps.

When sending multiple files through the Compressed Zip File option you are limited to a certain size.  If the file size is too large, you will get a message saying

MAPI_E_FAILURE (Error # 0x8000002)

You can choose to zip less files at a time.

In addition if you try to select more than 20 files you will get the following error:

Symptoms

When you send an email to another user within your firm, the Worldox Sent Message dialog pops:

Background

When you send an email message, Worldox looks at the properties of that email message to process it through a number of rules to determine whether Send To Integration will apply.  In most cases, you do not want Worldox integration to trigger for emails you send only to internal users.

So, how does Worldox determine that that you are sending is to an internal or an external email address?

In most cases, Outlook includes a piece of text ("/O) in the SENT_REPRESENTING_EMAIL_ADDRESS and the SENDER_EMAIL_ADDRESS properties.

Tip:  See instructions entitled Accessing Outlook Email Properties below for further information

Worldox includes a default rule to handle this scenario.  That rule is set up like this:

In some scenarios, Outlook does *not* include this text.  This means that we must include a different rule.  

Resolution

If Worldox does not find a /O in either of those properties, you will need to create a generic rule that contains a portion of the properties:

In the example above, you would create a generic rule like:

*@trumpetinc.com

To learn how to add or create a generic rule, please see:  Email Rules

Accessing Outlook Email Properties

To Access an Email's properties in Worldox:

Select the "Email" tab in the Worldox search results screen

Highlight the email and select "CTRL + ALT" on your keyboard

This will provide you with a list of Email Properties.

Background

You or someone else in your firm may have opted to "Ignore" an email address by accidentally selecting this button:

rather than a copy or move message button.

Note:  The "Ignore" button at the bottom of the dialog ignores only that one message, while the radio button add the user to the ignore list.

 

How to Resolve

You should be able to resolve this relatively easily by removing the email address from your ignore list.  Here's how:

• In Worldox, select the "Email" Tab
  
• Go to Edit -> Address Rules
  
• Highlight the rule you wish to delete (the one for the email address you wish to *not* ignore)
• Select "Delete Rule"
  

That will delete the ignore rule and subsequent emails sent to that email address will now pop Worldox.

Background

A blank or empty error dialog is presented:

 

 

How to Resolve

In the rare cases that we've seen this error, it was caused by having a 64-bit version of Outlook installed.  Worldox is only compatible with the 32-bit version of Worldox.

Reference:  64 Bit Versions of Microsoft Office

 

Background

When attempting to attach a file or link from Worldox into your email the Address list window is appears rather than the attachment actually being attached.

This began to occur after a recent update to Outlook that included a new feature called "Coming Soon". You'll see this feature with an On/Off switch in the top right corner of your main Outlook window. Per Outlook's feature description, having this enabled means that you may be using new 'beta' features that can adjust the look and functionality of Outlook.

Resolution

At this time, the only way to get Worldox's hook to work again is to turn that feature OFF:

• Open Outlook and find the "Coming Soon" button in the top right hand corner.
• Toggle the setting from "On" to "Off"
  
  
• Close and relaunch Outlook.
• Test your Attach File hook again to confirm your file/wdl attaches as expected.

For anyone looking for a more thorough resolution, you can disable this feature entirely by implementing a new registry key (note that tampering with your Windows registry:

• Close Outlook
  
• Open Windows Registry Editor
• Go to Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Options
• Right click on the Options folder and select New>Key (to create a new folder).
• Name it "General" (no quotes).
• Right click on the new General folder and select New>DWORD (32-bit) Value
• Name that "DisablePreviewPlace" (no quotes) and set the value to 1.
• Relaunch Outlook, open a new email and test the Attach File to confirm that Worldox can attach a file as expected.
  

Background

After sending an email you expect to see Worldox's prompt asking if you'd like to save your freshly sent email into Worldox.

This pop up has stopped happening, and began to fail after a recent update to Outlook that included a new feature called "Coming Soon". You'll see this feature with an On/Off switch in the top right corner of your main Outlook window. Per Outlook's feature description, having this enabled means that you may be using new 'beta' features that can adjust the look and functionality of Outlook.

Resolution

Turn that "Coming Soon" feature OFF:

• Open Outlook and find the "Coming Soon" button in the top right hand corner
• Toggle the setting from "On" to "Off"
  
  
• Close and relaunch Outlook. Make sure the setting still shows as Off
  
• Test your Sent Email integration again, by sending another email, to confirm the dialog is opening again as expected

For anyone looking for a more thorough resolution, you can disable this feature entirely by implementing a new registry key (note that tampering with your Windows registry:

• Close Outlook
  
• Open Windows Registry Editor
• Go to Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Options
• Right click on the Options folder and select New>Key (to create a new folder)
• Name it "General" (no quotes)
• Right click on the new General folder and select New>DWORD (32-bit) Value
• Name that "DisablePreviewPlace" (no quotes) and set the value to 1
• Relaunch Outlook, open a new email and test the Attach File to confirm that Worldox can attach a file as expected

This article describes techniques for troubleshooting Word integration.  Note that it is possible to save documents into Worldox using Workzone, so if you have an urgent need, do that first, then turn your attention to the troubleshooting.

First - the interim workaround

If you are not able to get the Save As dialog to pop Worldox right away, you can still save files to Worldox using the WorkZone icon in the interim.  For more information on using WorkZone, visit: Save a Document - Workzone

Make sure Worldox is running

If Worldox is not launching when selecting File > Save As in Word, the first thing is to of course check that Worldox is running on this workstation.  If it is, please fully close it using the "Close Worldox" option in the System Tray icon.  Re-open Worldox, and try your save again.

Make sure your version of Microsoft Office is supported

• Worldox does not support integration with any 64-bit version of MS Office (64-bit Windows 7 is fine, but only the 32-bit version of Office). 
• Worldox also does not support 'Click to Run' or 'Starter Edition' installs of Office 2010 (these are typical 'freebie' installations of Office that ship for free with low-end PCs).  For details, see A discussion of 32 vs 64 bit versions of Office.
• Worldox does support 'Click to Run' installs of Office 2013, but only if installed and ready for "offline" mode.
• Worldox does not support Office 365 plans that DO NOT include Desktop versions, cloud-based storage option of 365 (SkyDrive) for Worldox data or the "On Demand" streaming version of MS Office with Worldox.
  
  

Check if the Worldox integration macros are disabled

Office 2003 Users:

• Right-click in the Word/Excel toolbar area and select Customize
• Under the Toolbars tab, select the Worksheet Menu Bar
• Select Reset > OK, then Close
• Close Word/Excel
• Re-open Word and try the save again

Office 2007 Users:

• Click the Window button > Word/Excel Options > Add Ins
• Select the drop-down arrow and select "Disabled Items"
• That will give you the list of items that are disabled
• Select the @WD one from the list and choose Enable
• Close and re-open Office and test the Save As function

Office 2016 & 2019 "On Demand", "Trusted Application" or "Windows Store App" version Users:

• Worldox does not support these configurations.  Make sure Word is installed as a desktop application:

Office 2010, 2013, 2016 & 2019 Users:

• Select File > Options
• Select "Add-Ins" from the left hand menu
• Click on the "Manage:" drop-down arrow and select "Disabled Items", then "Go"
• That will give you the list of items that are disabled
• Select the @WD one from the list and choose Enable
• Close and re-open Office and test the Save As function

Check Word's STARTUP-PATH setting

If your site uses a predefined user profile to configure default settings for new users, there is a possibility that the startup-path (where Word loads it's integration macros from) is pointing at the template user's profile instead of the current user's profile.  Here's how to check this:

1. Open RegEdit
   
   • For Office 2010 users:  Navigate to HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Word\Options
   • For Office 2013 users:  Navigate to HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Word\Options
   • For Office 2016 users:  Navigate to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Word\Security\Trusted Locations\Location2
2. Check the STARTUP-PATH value (or just "Path" for Office16), and confirm that it points to a sub-folder inside the correct user's Windows profile
3. If the STARTUP-PATH is not set properly, change it
4. If there is no STARTUP-PATH, you'll need to create one.  Here's how:
   

   Under the appropriate path (listed above):  HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Word\Options, create value of type 'Expandable String Value'  (aka REG_EXPAND_SZ).  Name it STARTUP-PATH (for Office versions 2010-2013) or Path (for Office 2016).  Set the value to:  %appdata%\microsoft\word\startup

5. Close Worldox and Word
6. Re-open Worldox
7. Re-open Word, then test the Save As function

Note: If a newer version of Office was installed on the PC and then later downgraded to an older version, the newer Office installation may have installed registry keys. Worldox uses those keys to determine which version of the software to integrate with and it will always pick the newest key available. You may need to remove (or invalidate) the newer version's registry location (typically done at the folder level with the Office version number 15.0 or 16.0) so that Worldox redirects to the proper registry location.

Check integration template Mirror Down

To Insert a picture in a Word document, you can utilize the Insert Picture option in the Worldox tab.

From the Word document in which you wish to insert the picture, select the "Worldox ribbon"

 

Select the "Insert Picture" option

This will open a Worldox search screen.

Find the picture you wish to insert, and double click.

This will add the picture to the Word document

Symptoms

The user is trying to save a file from either Word or Excel and receives the following error message:

Note: Clicking end will close this dialog, return the user to the document they want saved and the document will not be saved.

Background

wdwrdm32.dll and wdapi32.dll are libraries used to invoke Worldox behavior from other applications (like Word and Excel).  These libraries are located by searching the folders on the "System Path".  When Worlox is launched, it configures the system path so the Worldox application directory (usually C:\Worldox) is at the end of the system path.  If your system path contains an invalid entry (i.e. some entry like \\server\share\folder, where that server, share or folder does not exist), the search for the library will fail, and integration cannot happen.

Purely optional: If you are interested in the low level details of the underlying mechanisms that cause the problem, see this article by Raymond Chen: http://blogs.msdn.com/b/oldnewthing/archive/2012/02/08/10265193.aspx

Immediate Workaround

Save the Word or Excel file to the desktop, then drag and drop the file into WorkZone.

Note: For more information on using WorkZone, read the following Knowledge Book article: WorkZone

Resolution

To resolve this issue, check the system path and remove any invalid UNC paths.

Check the system path for invalid paths

1. Push the windows and R keys at the same time.
2. In the run prompt, type cmd and click ok
3. In the command prompt, type path and click enter
   
   
4. The full system path will be displayed.  Look at the result for any entries that are of the form \\server\share.  These are called "UNC based paths"
   
5. Use Windows Explorer (or the cmd prompt 'dir' command) to check each UNC based path to see if it exists.  If it does not exist, it needs to be removed using the process described next
   
   

Removing invalid paths from the system path

1. Open the Start Menu and right-click on computer
   
2. Select properties
3. Locate the Advanced tab and click on Environment Variables
   
   
4. Under System variables find the path variable
   
5. Click edit and remove the invalid network path.  When you remove the path, be sure to also remove the semicolon that separates the various paths.
   Tip: We recommend that you copy the 'Variable value' into notepad and make your edits there.  The Edit System Variable that Microsoft provides is unsuitable for editing long strings.
   
6. After pasting the updated path into the above dialog, click ok to save your changes

IMPORTANT: If you or your system administrator do not feel comfortable completing these steps, please open a support request at support.trumpetinc.com with a screenshot of the error message and any information related to the problem.

Symptoms

When attempting to open Microsoft Word the user receives the following dialog:

Cause

This is the result of installing the 64 bit version of Microsoft Office.  Worldox integration with Microsoft Office requires the 32 bit version to be installed.

Resolution

To resolve the issue, you must uninstall the 64 bit version of Microsoft Office and re-install the 32 bit version.

Here's how to disable the Word integration:

1. Close Word
2. Go to %appdata%\Microsoft\Word\Startup
3. Confirm that there is only one @wdword file in that folder - if there are multiple, let Trumpet know
4. Delete the @wdword file
5. Launch Word and test

When you launch Worldox again, it will re-install the integration templates.

Symptoms

When attempting to launch Worldox with Microsoft Word already open, the user receives the following dialog:

Cause

According to Worldox, this happens when there are 2 valid entries for the startup path of Word in the registry.  To fix, "break" the older entry of Word.

Workaround

The immediate workaround is to close Word before launching Worldox.

Resolution

To resolve the issue, you must remove the invalid registry entry.  For example, if the following 2 keys are in the registry:

HK_CURRENT_USER\Software\Microsoft\Office\15.0\Word|STARTUP-PATH - (Valid startup path for Word 2013) *and*

HK_CURRENT_USER\Software\Microsoft\Office\12.0\Word|STARTUP-PATH - (Valid startup path for Word 2007).

Remove the key for the version of Word *not* in use.

Hint:  Try renaming "HK_CURRENT_USER\Software\Microsoft\Office\12.0\Word|STARTUP-PATH" to "HK_CURRENT_USER\Software\Microsoft\Office\Twelve\Word|STARTUP-PATH"

Worldox Professional & Cloud

Worldox has two mechanisms for integration with other applications - macro integration and hook integration:

Macro Integration

Macro integration is achieved using special plugins for the application.  This type of integration requires significant development, so is reserved for a few high-profile applications:

• Adobe Acrobat
• Adobe Reader
• Word
• Excel
• Outlook

Hook Integration

Hook integration is used for most of the integration points that Worldox supports.  Hook integration involves taking over the application's native Save As or Open dialog, and presenting a Worldox dialog instead.  Worldox then emulates keystrokes by playing a macro into the native dialog to complete the Save or Open operation.

Worldox Professional

The Worldox hook integration library is extensive, with new entries added every day.  We ship Worldox with most of these integration points turned off.  The following procedure describes how to enable the integration:

• Launch the WDAdmin application

• From the main WDAdmin menu, select Edit > Integration

• In the WDADMIN – Edit > Integration window, locate the program(s) with which you wish to integrate Worldox (you can type-down to search for the name of the application)

Note: We recommend that you leave integration for Word, Excel or Acrobat disabled unless the Macro Integration isn't working for a specific dialog in those applications.  For the most part, the default settings for these applications are already configured properly.

• Click Save

• Close Worldox completely (from the system tray by the clock) and re-launch for the changes to take effect on each workstation

Why it is important not to enable all Hook Integration in Worldox

• As mentioned above, some software integration with Worldox are established through Macro integration.  As such, seeing that same application listed in the integration list is simply an alternative, and in some cases, a less robust method of integration.  Enabling hook integration when Macro integration is available is not recommended, as the Macro integration and hook integration will cause undesired results.
  

• Enabling integration can slow down your computer by an undetectable amount; however if you turn on the entire list (even for applications you don't use), you may notice a difference in workstation speed.

• Enabling unneeded integration may cause conflict with an integration you do use.

Finally, you don't want to catch your users by surprise about turning on Worldox integration – it should be an intentional decision about which software output is saved via Worldox. In other words, there are some files that do not belong in Worldox.  For example, if you are doing website development, you may not want to save your source files via Worldox.

Requesting More Integration

If you do not see integration for a particular application, please open a support ticket and provide details of which application, and which dialogs within that application (e.g. Open, Save), you would like integration for and we will schedule time to create integration for you.

Worldox Cloud

If you do not have integration for a particular application, please open a support ticket and provide details of which application, and which dialogs within that application (e.g. Open, Save), you would like integration for and we will either enable the integration or schedule time to create integration for you.

Background

Worldox typically monitors all of the windows that pop up for applications being used on the workstation.  When Worldox's hook engine matches a window with an enabled entry in the configuration file, it pops up, or takes over the appropriate dialogs.  Normally, the application that you are hooking to has specific module names that are unique to that application, but that is not always the case.  Some are more "generic" and do not specify a particular module (e.g. print dialog hooks, some browser download hooks).

When the module names are generic, other sub-windows that have those same modules get "touched" during the pop-up process.  Some applications do not allow Worldox's hook engines to look at the window information which will cause that application to crash.

Resolution

In these instances, the only solution is to disable the hook that reads the generic dialog and save to the desktop first, then save using Workzone or by opening the file and saving.

Symptoms

When users perform searches in Worldox, they receive one of the following error dialogs ("The following databases are temporarily off-line" or "A search database is temporarily unavailable"):

Resolution

Assuming that you are connected to your server and are able to access the specified drive from your workstation, this most likely means that the Indexer's nightly rebuild did not complete, so Worldox is stuck in an off-line state (for more information on what the Indexer is, visit: http://support.trumpetinc.com/index.php?pg=kb.page&id=558)

Here's how to get the Indexer running in On-line mode:

1. From your Indexer workstation, check to see if there any errors, or if it still performing the nightly rebuild.  If it's at a point where you can clear the errors or stop/cancel the indexer processes, do so.  If the indexer appears to be running normally, select "Close Server"
2. From the WDIndex "home" screen, select the applicable drive from the Active Drives list, and then select Profile > Properties
3. Switch the Current Status radio dial from Off-line to On-line mode and click OK
4. Repeat for Text > Properties
5. Select Server > Start to relaunch the Indexer in on-line mode
   

If the above does not help, then your Indexes may be damaged and will need to be rebuilt.  To do that, repeat the steps above, but insert this step between steps 4 and 5.  And honestly, if you need to do this step, Trumpet support really should be involved:

> Initialize the databases (this will take some time depending on the number of documents in your document repository, while this is rebuilding, you can continue to save files to Worldox, but newly saved documents will only be accessible with a non-indexed search (Please see:  Perform a Search without using the Indexes for more information)

— Click Update > Profiles & Text
— Choose Initialize and Create New radio button, then click "OK"
— The indexer will create the indexes from scratch.  When it is complete, click "OK"
— When this operation is completed, you will receive a message that says "Update completed successfully".  Select "OK" to this message.

That should do the trick, however definitely contact Trumpet support (http:\\support.trumpetinc.com) if you encounter this on a consistent basis.  Most likely there was just a brief power outage, server work or other "hiccup" that prevented the nightly rebuild from finishing, but a pattern could indicate a greater problem with the rebuilds that we'll want to troubleshoot.

Symptoms

When searching on phrases in the document description that containing dashes (e.g. "some-test" or "-hello"), unexpected search results are returned (for example, all documents that have the word hello without the dash are also returned).

Background

Worldox treats certain characters as "stop characters" - these are interpreted as if they were spaces (i.e. word separators), and are stripped out of the indexes and search criteria.  So a search for "some-test" gets translated into "the word 'some' immediately followed by the word 'test'.

Resolution

If dashes are an important part of your search strategy (some firms use keywords prefixed with a dash to indicate keyword vs regular descriptive text), removing the dash from the stop characters list is the solution.  Here's how:

Important: This procedure can take awhile (several hours) - please plan accordingly as users will not be able to perform indexed based searches while the rebuild is happening

1. From WDIndex, click Close Server
2. From the main WDINDEX menu, click Text->Word Rules->Indexable Characters
3. Locate the Dash entry in the list and place a checkmark next to it
4. Click OK
5. Back in the main Indexer dialog, click Update->Text Database
6. Choose Initialize and Create Text database, click OK
7. Your text indexes will be recreated, taking dashes into account
8. After the rebuild completes, click OK, then completely close WDINDEX
9. Re-launch WDIndex using the Indexer Autostart shortcut on your desktop (or in the Start->Startup folder on the PC)

You should now be able to perform searches using dashes.

Symptoms

A user saves documents to Worldox.  The user can then search for and work with those documents, but no other users can locate the documents.

The Doc ID of the documents may start with the user's initials instead of being 'normal' Doc IDs

Background

If a user launches Worldox while disconnected from the firm's network, Worldox will launch in 'off-line' mode.  The user will be shown a large dialog box indicating that the off-line launch is going to happen:

While in off-line mode, the system tray icon for Worldox (next to the clock) will have a red X on it:

Once in off-line mode, any new documents the user saves to Worldox will be cached in off-line storage as checked-out documents. 

Resolution

Once the user connects to the network and re-launches Worldox, they can check their changes back into the network.

For more detail about working in off-line mode or how to check in off-line documents, see: https://support.trumpetinc.com/index.php?pg=kb.page&id=1592

Background

Worldox assigns codes to documents, such as the client name or doctype.  Worldox has lookup tables to allow the user to easily pick the codes from a list (and to assign descriptions to those codes).  On occasion, a code can be assigned to a document that is not in a lookup table, so the document will not be readily searchable. We refer to this as an "orphaned file." The most common cause of this situation is if a user deletes or edits a code from the lookup table at some point after the code has been assigned to documents.

Once you've found the orphaned files (using the steps below), you'll need to re-profile them to get the proper field codes re-assigned to them. See here for how to Edit the Profile of Multiple Documents

Procedure

1. Select the New Search button and select the cabinet for which you'd like to search for orphaned files
   
   
2. Leave all fields empty in order to search for *all* documents in this cabinet
3. Run the Search
4. Add column headers for the Description of the field(s) that may be orphaned (e.g. bring up the Client Description column if looking for files with orphaned clients):
   
   • To add column headers, left-click in the grey area next to the first column
     
     
     
     
   • Select Cabinet Fields > then select the applicable field description
     
     
     
     
5. Sort the description field in an "Ascending" manner (there will be a blue triangle on the field. The "tip" of the triangle will be pointing upward)
6. Scroll all the way to the bottom of the search results screen.  Anything "orphaned" will be at the bottom of the list with a missing Desc (in this example, there are two documents with orphaned Client Codes)

Description

After the user saves new documents, or edits existing documents, they are unable to find the documents using the search feature in Worldox.  In some circumstances, the files might be found, but after a few seconds, the document description changes to a red label reading "The system cannot find the file specified. (Error #2)"

Background

Worldox uses a centralized indexing system to allow quick searching for documents.  If the user makes changes to a document, and those changes don't get added to the indexes, then searches against the indexes will return 'stale' results.  Rest assured, the documents you saved *are* there, they just aren't immediately discoverable via index based searches.

The Worldox Indexer application is responsible for ensuring that the centralized indexes are kept up to date.  For more information on what the Indexer does, visit: https://support.trumpetinc.com/index.php?pg=kb.page&id=1505

Immediate Workaround

To gain access to your documents while the root problem is still being resolved, Perform non-indexed searches

Troubleshooting Steps

1. Check the indexer workstation and confirm that it is logged in
   Note: Pay special attention to whether the Indexer workstation was logged out or not.  If you see the WDINDEX application *launching* when you first log in, that means that the indexer PC was actually logged out.  If the workstation was logged out, you should contact your system administrator so they can determine why the workstation got logged out (in most cases, the root cause is Automatic Windows Updates - we strongly recommend turning OFF Automatic Windows Updates on the indexer PC).
2. Check to ensure that the WDINDEX application is running and is counting down.  If it is not running, we recommend that you log the indexer workstation out and back in, and confirm that the WDINDEX application launches during login.  Here's what the screen should look like:
   
3. If you find that the WDINDEX application is not running on a consistent basis, definitely let Trumpet know by Opening a support ticket

Description

When attempting to search or save documents, the user attempts to select a cabinet and sees the following:

Note: There are red X's on the icon next to each of the cabinets.

Background

Worldox must be able to access the network drives where the documents are located.  If the user experiences this issue, it is typically because they cannot navigate to the network drive where the documents are stored (on your file server). 

Resolution

Check to ensure that you have access to the document repository where the documents are stored.  If that drive is mapped (you should see it in Windows by navigating to your "Computer" area try navigating into the drive.  Typically you will receive an error indicating that the network drive is offline.  Check to ensure that your server is running, etc.

Symptoms

1. User checks out a document (i.e. to their My Documents folder)
2. User makes changes to the document
3. User is ready to save those changes as a new version
4. User drags the document to Workzone
5. The Workzone prompt looks like this (note that Save as new version is missing):
   

Background

Once a document is checked out, the user interacts with the document in the check-out location - not the live Worldox repository.  In the scenario above, the user is dragging a copy of the document from the check-out location and asking Worldox to save over the document (in the check-out location).  But check-out locations don't support multiple versions (only the live Worldox repository supports multiple versions).

Resolution

Instead of using Workzone, check the document back in properly using the following procedure: 

1. In Worldox, go to Network > Synchronize - this will display a list of your checked out documents
2. Choose the document(s) you wish to check in
3. Click File->Check In
4. You will now see options for checking in as a new version

Symptom:

When you drag and drop a file that is in a Compressed Zip Folder (or a Winzip file) you get the following error

Resolution:

1)  File the entire Compressed Zip Folder if all the files should be filed to the same location in Worldox

2)  Extract the file to another location (e.g. your Desktop), and then drag and drop into the Workzone

The Symptom:

From Word or Excel, you select the "Save" or disk icon

(Ctrl+S or File-> Save) the Worldox - Save As dialog comes up for you to choose whether to Replace the file, Save as Version, etc

rather than Worldox just 'Saving' or doing a 'Replace File' Operation.

The Fix

If this is happening for all users:

Launch the Admin program.
Go to "Edit -> Preferences"
In the "Category" field, select "Save As Options"

The "SaveAs On Save" selection "Value" should be blank to rely on the default setting of "No"
Double click on the "SaveAs on Save" button and select the "Rely on Default Setting" radio button

Select "OK"
Close WDAdmin.exe
Close Worldox, Word, & Excel.
Open Worldox

If this is happening for a single user:

From the main Worldox screen go to Edit -> Preferences
In the "Category" field, select "Save As Options"

The "SaveAs On Save" selection "Value" should be blank to rely on the default setting of "No"
Double click on the "SaveAs on Save" button and select the "Rely on Default Setting" radio button

Select "OK"
Close Worldox, Word, & Excel.
Open Worldox

Description

Instead of the normal Worldox ID (ie. 00012345.doc), Worldox stores files with a non-standard Doc ID (ie. DW012345.doc)
 

Background

This is typically caused when the user's workstation does not have access to the network installation of Worldox (Specifically, the "Shared" directory under the Worldox network installation directory).  This is where Worldox stores the 'Next Valid Doc ID' information.  And when the client machine cannot access that information, Worldox will default to creating a local Doc ID, usually containing the user's initials followed by a sequence number (ie. DW012345.doc)

Resolution

1. Ensure the user's workstation has access to the network installation of Worldox - Typically X:\Worldox\Shared (Where 'X' is your network installation drive)
2. If there is no problem with access to the network installation of Worldox, check the current "Shared" directory being used by the user's workstation.  To do this, right-click on the Worldox icon in the system tray and select "About Worldox".

           

        If this is not correct, ensure that you are not starting Worldox via a pinned task bar item (Why you shouldn't pin Worldox to your Task Bar).

Description

When attempting to save documents, the user sees the following:

Background

This dialog is essentially Worldox saying "I expected your DocID.filetype to save in XYZ location on the network, but it never showed up".

Remember that Worldox is not the application doing the saving, it's only telling your native application (ie. Word, Excel, Adobe) WHERE to save. This dialog is letting you know that the save did not happen in the way that Worldox exactly expected it to (or at all).

There are a number of causes for this dialog - Worldox configuration issues, network connectivity issues, problems with the workstation, interruptions to the hook macro, etc.  Basically, Worldox is reporting that a saved file never appeared where it was expected. This could mean the file failed to save altogether, or it was saved in the wrong location or as the wrong file type.

Resolution

If a workstation reboot resolves the issue, that is an indication of a misbehaving workstation.  But if you are seeing this on a regular basis, please contact support.  This should not be a common occurrence.

If this error is happening consistently with PowerPoint files, then make sure you test again and make sure you do not click your mouse or hit any keys while the hook macro is running. This hook runs slowly for some reason and can easily be interrupted on accident by the user. Test again to make sure you're not the one interrupting the hook macro (hands away from the computer after hitting OK) and if the issue persists contact support.

Background

When you drag and drop a document that contains an 8 digit number to the Workzone, Worldox will read that number as a Document ID number (assuming that the number appears as a doc id in Worldox) and provide you with the following prompt:

For the most part, this is a desirable feature.  For example, if you copy a document from Worldox to your desktop, make some changes and want to refile, this behavior is wanted.  However, there are some instances in which you may not want this to happen.  For example, if you print that file to PDF, save to your desktop with the same file name and then drag to the Workzone, Worldox will try to save the file with the same profile information (including the document extension as the file stored in Worldox).  In the example below, the file was converted to a PDF with the same file name, and then the user did a drag and drop to the Workzone:

Resolution:

Rename the document on the desktop to be unique (not contain a number that represents a document id) then drag and drop to Workzone.

Note:  There is a possibility that a document can be saved in a Legacy cabinet with the same name as the document that you're attempting to file.  You can still use the process of naming the file as something unique and then dragging and dropping to Workzone.

 

Description

For a video with more information visit our YouTube Channel

Account Numbers in the Accounts cabinet (or in the Insurance cabinet, if applicable) are showing up for "all" clients, including the one that I wanted, and there is no "Client Code" or "Description" next to them.

Background

This is typically caused when you add accounts while in the process of *Searching* for documents.  In order to add accounts properly linked to clients, you must do so when either 1) saving a document or 2) editing the Profile of a document.  This will ensure that the table entry gets properly linked to the tables.

Resolution

1. Add an Account Code properly by opening any document and do a File > Save As and add the code entry in this manner.  You need *not* complete the save, you simply need to access the tables in the process of saving a document in order to link the codes properly.
2. You can also select any document in Worldox and do an "Edit Profile".  Again, you need not complete the process of editing a document in order to link the codes properly.

If you have an Account Code that is showing under *all* clients you will need to resolve this as follows:

1. Grab a screenshot or jot down the Account Code and Account Description of the un-linked account(s).
2. Delete the code(s) that is not properly linked by highlighting it and selecting "Delete" (be sure to perform step 1 before deleting it!).
3. Add the account properly to the client while in the process of saving a document using the code & description you've noted in step 1.
   
   Since you'll be using the same code, there is no need to re-profile the client's documents.

Symptom

After user deletes a parent code (in the case of a Client->Account field structure, this would mean deleting a Client code), they are unable to find children codes in the code table lookups.

Background

When the user deletes a code from a parent field (i.e. Advisor or Client), Worldox also deletes the sub-codes associated with that parent (Client or Account).  Rest assured, the documents themselves are not deleted - just the codes associated with the documents.

Near Term Resolution

Users can still search and find documents with deleted codes by manually typing the code into the search dialog, or performing a search that doesn't use the deleted code (i.e. search by doc type and modified date).

Long Term Resolution

The code(s) will need to be manually added back into Worldox using standard procedures.  If there were many, many codes deleted, Trumpet can help with recovering codes from your backup system - this generally requires 30 minutes of your system admin's time to restore files, then another 30 to 45 minutes of Trumpet's time.  In most cases, manually adding the deleted codes is the most judicious strategy.

To locate documents that have missing codes (we call these 'Orphaned Documents'), you can use this procedure: Searching for Orphaned files in Worldox

If you wish to remove the Delete Codes permission from users, your Worldox administrator can do so in WDAdmin by restricting the 'Table\Delete' Feature.

Symptoms:

User attempts to edit the profile of a document which results in a "Target Path is Invalid. (Error #0x4000013)" error message

Background:

Some firms use temporary account numbers such as waiting or pending until they receive a client's new account number. Once the number arrives, after editing the account field, they click to save their changes and instead receive the following error dialog:

After several attempts, the file will save with the client's updated account number. The cause of this error is that Edit>Profile attempts to write to the database but will fail the first time since it expects the file path to be there. Ultimately, the folder path will be created and that is Edit>Profile works after a few tries.

Resolution:

Instead of using Edit>Profile to move files to new locations, use a Move operation. To move a file in Worldox, select the file and click File and then Move.

This will bring up the index card for the document and will allow you to edit the fields move it to the desired location.

Note: If you are wanting to change one field but leave the rest of the fields the same, put an * (asterisk) in the field and the values will remain the same.

When you first launch Worldox, you may have it set to automatically load a list of your "Favorite Files History" in the search results window.  You can disable this so Worldox launches with a blank search results window.

To do so:

Select Edit -> Home Location in your Worldox search Results Screen:

In the following window select the "Worklist Files" button

Select "Blank Page" and "OK"

If you have Power User rights, you can make this preference change for "Only Me" or "Everyone". 

Make the appropriate selection and select "OK"

When you close and reopen Worldox, your starting list or Home Location will be a blank page.

Problem:

Files I recently saved or accessed are showing in the Worldox interface when I didn't save them there.

Background:

Worldox displays your Most Recently Used Files as Worklist Files (or Favorites) when first launching the application.

This list includes BOTH files that are stored in your Document Repository *and* those that are filed outside your Worldox Document Repository.

Note:  You can determine if a file is stored outside the document repository by highlighting the document and checking the bottom left hand corner of the Worldox Search Results screen.

If the teal font says No Profile the document is stored outside the Worldox Document Repository.

Important:  If you delete the files with <No Profile> from your Worldox lists,  they will not be placed in the Worldox Salvage bin, or in your Windows Recycling Bin but will be deleted from your network entirely.

Solution:

We recommend not displaying your Worklist Files or Favorites when launching Worldox.

See:  Edit Home Location to do so.

For more information on displaying Favorites, see:  Favorites Lists

Background

Prior to GX3, Worldox allowed users to allow the "NOT" operator to exclude certain file types or document IDs from the search criteria.

For example:

or

Worldox GX3 & GX4 has performance enhancements that create a situation where this no longer works.

Resolution

If you were explicitly excluding a type of file, (like *.DOCX) you can perform your search using all the various document types, like *.pdf *.xlsx *.xls *.doc

Alternatively, you can perform the search without specifying a particular doc type, and use Filtering to filter your search results.

For more information regarding Tags, see Filter Search Results using the Filter Field

Symptoms

Users are unable to perform full text searches for any document. 

Further, when users select a document and click Preview in Worldox, they get the following error dialog:

A Problem was detected, logged and bypassed.

Note: The above error dialog is a generic dialog that can appear in many situations.  This article only applies if the error displays while previewing a document.

Background

Worldox relies on 'viewers' to provide preview AND text content reading functionality.  If the viewers don't work, then text indexes cannot be built, and the preview functionality will fail.  Presently, the Worldox viewers rely on the Microsoft Visual C++ 2005 Redistributable library.  This library is installed on most computers, but can be missing in some scenarios.

If the Microsoft Visual C++ 2005 Redistributable library is missing, the viewers will fail.

Resolution

1. Download and install the Microsoft Visual C++ 2005 Redistributable
2. Confirm that Preview now works
3. Re-initialize the Worldox text indexes

Symptoms

User tries to delete a file and receives the following dialog ("Worldox - File > Delete...  The file is currently READ-ONLY.  You may not Delete the file at this time"):

Background

Worldox will not allow the user to delete a file that has been marked Read Only.  To delete the file, clear the read-only status.

Procedure

1. Select the document
2. Edit profile
3. Uncheck the Read Only checkbox:
   
4. Click OK
5. Delete the document

Background

If WDINDEX is holding locks on DLLs in the network Worldox folder, it can prevent updates from being applied.  Normally, WDINDEX runs in 'mirrored' mode, which means that all libraries are copied to the local disk of the indexer PC, then the software runs from the local copy.  If WDINDEX is holding locks on network files, there are two known causes:

1. WDINDEX isn't running mirrored
2. Some DLLs were registered from the network folder

Resolution

WDINDEX isn't running mirrored

To test this, perform a Help->About in WDINDEX and confirm that the Program Folder is listed as C:\Worldox and the Mirrored From folder is your network Worldox folder.  If it is not, then the shortcut used to launch WDINDEX needs to be adjusted - contact Trumpet support for help doing this.

DLLs were registered from the network folder

This can happen if WDAdmin is launched on the Indexer PC before a mirrored instance of WDINDEX is launched.

To fix:

1. Open a command prompt (start->run, cmd)
2. Type the following command (if the locked DLL is different from WDFLSMS.DLL, adjust the following):
3. regsvr32 C:\Worldox\WDFLSMS.DLL
4. A dialog should then appear confirming that the file registered properly.
5. Close and re-open WDINDEX
6. Confirm that the network file is no longer locked

Symptoms

You see the following error message on the Indexer workstation:

Background

During the nightly rebuild process, the indexer copies files from the network directory structure to the local workstation.  During this copy operation, the Indexer's databases are changed to an offline mode. Once the indexer has finished the copy process, it will change the mode back to Online.

If the process is interrupted for any reason (e.g. the server is rebooted, or there is a power outage), the Indexer's databases might remain in an Offline Mode.  See:  The Following Databases are Temporarily Offline

for the resolution to this problem.

Description:

You may find that you are unable to find documents and that the indexer is not performing it's normal "steps" but still performing it's nightly update and you have the following message on the screen:

Microsoft Office Outlook

No profiles have been created.  To create a new profile, use the Mail icon in the Control Panel.

Background:

In order for .msg files to be text searchable, Outlook must be installed on the Indexer workstation, but it doesn't need to be configured for a user.  You may receive this message if no Mail profiles have been created on the Indexer workstation.  When the indexer attempts to read a .msg file to update the text indexes, it will be unable to do so unless you have a profile created.

Immediate Workaround

To gain access to your documents while the root problem is still being resolved, Perform non-indexed searches

Troubleshooting Steps

Navigate to the Control Panel and select the "Mail" icon.

Add a profile (you can name the profile "Indexer" or "Other", etc).

You don't need to complete the set-up, simply Add a Profile.

If for some reason you need to stop and restart your Indexer Service (only applicable to later versions of Worldox GX4) follow these steps to do that. Note that you can technically stop the service from Windows Service Manager, but this is actually the recommended method:

1. Open the "Worldox Service Installer" console
   • 
     
2. Click Stop Service to stop the service.
3. Prior to Starting the service again, first click the "Update Service Configuration" button to ensure it's running on the latest code.
4. Now click "Start Service"
   • This will cleanly restart the service, and you should now be able to confirm it is running again within Windows Service Manager.
5. Now open the "Worldox Indexer Console" and confirm that the appropriate drives show "Posting" in the "Status" column.
   
   • 
     
6. If the drives are NOT posting, then highlight the drive and click "Start".

This process provides a clean stop and start to the Indexer service, which is recommended when doing things like server maintenance (stop prior to server reboot, start again after server is back online), or troubleshooting.

If the Service fails to Start (from the Service Installer console) then you may even need to use the "Remove Service" button to remove the service and then re-install it prior to starting.

Symptoms

Even though you properly added a new user to the User list in Worldox you are unable to see that user in the lists when assigning them to security groups.

Background

When you add a new user to Worldox, Worldox should automatically assign a User ID number to that user.  Worldox reads the worldox.ini to determine the next unique number to assign to that user.  If it cannot read the worldox.ini, it may assign the User ID 0.

A user must have a User ID of greater than 0 and that user ID must be unique to that user.

Resolution

If you're seeing the symptom listed above, from the Worldox Administrator application:

• Navigate to "Users -> Add / Edit"
• Sort the User list by the "User ID" column and determine the next available User ID
• Right click on the user and choose "Edit"
• In the upper right hand corner you will see the User ID of 0
• Select the "0"
• In the Change User ID window, type in the User ID you determined above
• Select "OK"

Going forward, you should be able to add new users without an issue.

 

 

 

 

Symptoms

This error is presented when trying to run the WDAdmin utility:

Background

When Active Directory security is enabled within Worldox, use of the WDAdmin utility is restricted.

For more information about Active Directory Security integration, see this article:  What is Active Directory Integration (Worldox Advanced Security)

In the cases where Active Directory security is enabled, when any user outside of the Indexer user tries to launch the WDAdmin utility, the user will see this message because the Indexer user is the only account authorized to run the WDAdmin utility by default.

In rare instances, sites that do NOT have Active Directory security enabled, users could inadvertently see this message.

Resolution

If you have Active Directory integration enabled, the resolution is ask your Worldox administrator to grant you this authority via the WDAdmin utility.

If you do not have Active Directory integration turned on, the resolution is to ensure the WDADMINS group in Active Directory is empty.

Symptom

Worldox Cloud will not remember your credentials, even though you have checked the "Remember my credentials" check box on the login screen:

 

Resolution

On the run windows or on the Start menus text box type 'gpedit.msc' (without the quotes) and hit enter:

 

Navigate to 

/Local Computer Policy

     /Computer Configuration

          /Administrative Templates

               /System

                    /Credentials Delegation:

 

Make the following changes to BOTH

- "Allow Delegating Default Credentials with NTLM-only Server Authentication" AND

- "Allow Delegating Saved Credentials with NTLM-only Server Authentication":

 

Click 'Enabled' and then click the 'Show...' button to make an entry in the server list:

 

 

Add "TERMSRV/*" to the server list and click 'OK':

 

Ensure that this has been done for BOTH

- "Allow Delegating Default Credentials with NTLM-only Server Authentication" AND

- "Allow Delegating Saved Credentials with NTLM-only Server Authentication".

 

Background

When using Worldox Cloud, you may have opted to "Remember Credentials" which would then allow you to automatically log into Worldox.  This may have been desired at the time, but you would like to no longer have Worldox launch as that user.

Resolution

When you select the "Remember credentials" check box, Windows stores those per user in the "Credentials Manager".  To remove memorized credentials:

• Navigate to Control Panel -> Credential Manager
• Select the drop down next to the credential you wish to remove (it will look something like this)
  
• Select "Remove from vault"
  
• This will remove the memorized credential and allow you to manually type in the appropriate password when launching Worldox Cloud

 

 

 

Problem

You receive the following error when installing Worldox Cloud:

Background

In order to connect to the host you must have Network Level Authentication enabled.

To check to determine if Network Level Authentication is disabled on your workstation:

Navigate to Start -> Run and type in mstsc /console

Left click on the Computer icon in the upper left hand corner and choose "About"

 

Fix

In order to resolve this issue you should add an entry to your registry. To do so:

Go to Start -> Run and type "regedit"

Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders

Double click on the "Security Providers" entry

In the Edit String window add credssp.dll and click OK

You will now need to reboot your workstation

 

 

 

Problem

Odd looking "blocks" display on screen:

 

Background

Worldox has informed us that this is a Windows performance issue.

 

Fix

In order to resolve this issue you should adjust the Windows performance setting. To do so:

· Click Windows Start button
· Right-click on Computer and select Properties
· On the left side of the window, click Advanced System Settings
· Under the Advanced tab, in the Performance section click Settings
· Under Visual Effects tab, select "Adjust for best performance"
· Click OK button to close and apply settings