Windows issues an error message or crashes when I try to install eXtyles

eXtyles does not support the 64-bit version of Microsoft Office.

Determine whether you’re running the 32-bit version or the 64-bit version of Microsoft Office by clicking Help on the File tab of the Word ribbon. On the right-hand side, you should see “About Microsoft Word” and something like “Version: 14.0.6123.5001 (32-bit).”

eXtyles (along with many other third-party add-ons) is not compatible with the 64-bit version of Office, although it is compatible with the 64-bit version of Windows. See Microsoft’s bulletin at http://technet.microsoft.com/en-us/library/ee681792.aspx.

You must have full administrator privileges for the C:\Program Files (or C:\Program Files (x86)) directory.

Once you’ve confirmed that you’re running 32-bit Office and have full administrator privileges, uninstall eXtyles via the Windows Control Panel and reinstall eXtyles.

Related

eXtyles appears in the Add-Ins tab rather than as its own tab.

A known issue for certain users involves eXtyles appearing as an item on the Add-Ins tab, rather than its own tab.

This issue may occur on builds numbered between 2605 and 2780 for users who install on a 64-bit Windows platform (any version) with Word 2007+. Users will see this problem if the location of the Word startup directory is not specified in the registry.

The resolution for this issue is to contact eXtyles-support@inera.com for a build upgrade. 

Please reference this support item in the email and be sure that the problem is occurring in the above-specified environment.

eXtyles is installed, but is not showing up in Word.

Solutions are listed in order of likely effectiveness.

Disabled Items

Occasionally, the eXtyles menu fails to appear after installation because of Word’s macro security setting. Note that when this problem occurs, users have typically installed eXtyles successfully once or twice before. 

To fix this problem for Word 2007 and newer:

  1. Open Word.
  2. Navigate to the Office Button or the File Menu → Options → Add-Ins → Manage, select Disabled Items, and click Go.
  3. Select “omml.dot” or “icehook.dotm” if either are included in the Disabled Items dialog and click Enable.
  4. Close and reopen Word.

If, after installation, a Word dialog asks if it can load macros from Inera Inc., select OK (indicating that Word can always accept macros from this source).

Word Crashed

Occasionally, Word crashes. When this happens, Word disables most, if not all, installed macros as a security precaution, including eXtyles. To fix this problem for Word 2007 and newer:

  1. Open Word.
  2. Navigate to the Office Button or the File Menu → Options → Add-Ins → Manage, select Disabled Items, and click Go.
  3. Select "extend.dot", “omml.dot” or “icehook.dotm” if any are included in the Disabled Items dialog and click Enable.
  4. Close and reopen Word.

Adjust Security Settings

Some eXtyles builds may not load correctly in Word as of October 11, 2012.

In some cases, eXtyles will fail silently (i.e., Word will appear to open as normal, but the eXtyles menu or ribbon will not be available, without warning) and, in other cases, you may receive an alert about an expired security certificate. One customer has reported that they were requested to “Insert a Smart Card” on a machine not equipped with a smart-card reader; on cancelling this dialog, the eXtyles ribbon was not visible.

In any of these cases, the cause appears to be an interaction between an incorrect setting in Inera’s security certificate for eXtyles builds created in the past 12 months and an update to Microsoft Windows on October 10, 2012.

We have resolved the problem at Inera, and all builds 2455 and later will load correctly.

If you experience this problem, please do the following to continue running eXtyles:

If you are running Word 2013:

From the File tab on the Word ribbon, click: Options → Trust Center → Trust Center Settings → Trusted Locations → Add new location...

  • Add the path C:\Program Files (x86)\Microsoft Office\Office15\STARTUP\ if you are running 64-bit Windows
  • Add the path C:\Program Files\Microsoft Office\Office15\STARTUP\ if you are running 32-bit Windows

If you are running Word 2010:

From the File tab on the Word ribbon, click: Options → Trust Center → Trust Center Settings → Trusted Locations → Add new location...

  • Add the path C:\Program Files (x86)\Microsoft Office\Office14\STARTUP\ if you are running 64-bit Windows
  • Add the path C:\Program Files\Microsoft Office\Office14\STARTUP\ if you are running 32-bit Windows

If you are running Word 2007:

Click the Microsoft Office Button, then click: Options → Trust Center → Trust Center Settings → Trusted Locations → Add new location...

  • Add the path C:\Program Files (x86)\Microsoft Office\Office12\STARTUP\ if you are running 64-bit Windows
  • Add the path C:\Program Files\Microsoft Office\Office12\STARTUP\ if you are running 32-bit Windows

If you are running Word 2003:

From the Tools menu, select Macro → Security and set your security level to Medium. This Word 2003 fix will also work for Word 2007 and 2010.

Microsoft Outlook Email Editor

When Microsoft Word is run, the eXtyles menu may fail to appear if Microsoft Outlook is running and has been configured to use Microsoft Word as the email editor. This failure is due to a bug in Word causing startup and shutdown macros to fail. To work around this problem, you must configure Outlook to use an application other than Word to edit email. For more information, please see MSDN knowledge base articles Q209977 (http://support.microsoft.com/default.aspx?scid=kb;EN-US;Q209977) and Q209978 (http://support.microsoft.com/default.aspx?scid=kb;EN-US;Q209978).

Resetting the Word Menu Bar

Sometimes the menu bar in Word becomes “corrupt.” This can be fixed by the following steps:

  1. Open Customize from the Tools menu.
  2. On the Toolbars tab, scroll down the list and select Menu Bar.
  3. Press Reset.
  4. Quit Word and restart Word.

Deleting Normal.dot

Occasionally, Word gets confused about menus and “loses” the eXtyles menu. If this happens, you can sometimes recover the eXtyles menu by searching your hard drive for Normal.dot or Normal.dotm, then deleting it. However, before doing this, try the previous solution, Resetting the Word Menu Bar, as you may lose some customized settings by deleting Normal.dot. When running Windows XP or later and attempting to find and delete all copies of Normal.dot or Normal.dotm, select More Advanced Options and make sure that both “Search system folders” and “Search hidden files and folders” are checked.

Word Data Registry Key (Word 2007 and Word 2010)

Word may interfere with the eXtyles display by storing user data about it in the registry. If deleting the Normal.dot or Normal.dotm in the previous solution and following the steps under the advice for disabled items do not work, please delete (or ask your IT group to delete) the following registry key:

HKEY_CURRENT_USER\Software\Microsoft Office\12.0\Word\Data

Deleting this key may also undo some user settings in Word, but it will not damage the installation.

Templates and Add-ins

If your organization uses Word macros (other than those within eXtyles) and the other solutions have failed, in Word, select Templates and Add-Ins from the Tools menu. On the Templates tab, if the box beside “icehook.dot” is unchecked, check it.

Adobe Acrobat 6

A bug in Adobe Acrobat 6.0 interferes with the eXtyles menu. The Acrobat 6.0.2 upgrade can be downloaded from the Adobe website (http://www.adobe.com) to eliminate the problem.

Alternatively, if you remove PDFMaker.dot from the Word startup directory, the eXtyles menu should reappear on the Word toolbar. Normally, this directory will be located at C:\Program Files\Microsoft Office\Office\STARTUP. However, (1) Office can be installed to a location other than C:\Program Files\ and (2) an alternate startup directory can be set from the Options dialog under File Locations.

Adobe Acrobat 7

A bug in Adobe Acrobat 7.0 interferes with the eXtyles menu. Though an upgrade from Adobe that corrects this issue is not yet available, Microsoft has released a bulletin (http://support.microsoft.com/?kbid=906899) that lists a number of workarounds.

Virus Scanner

During updates, some virus scanners quarantine omnivm.exe, a critical eXtyles file, as “malicious” due to their updated deinfitions. If you don’t see omnivm.exe in the directory C:\Program Files\eXtyles, follow your antivirus application’s instructions for removing this items from quarantine.

Full Hard Drive

A full hard drive can cause the eXtyles menu to disappear.

Windows issues an error message or crashes when I try to install eXtyles

eXtyles does not support the 64-bit version of Microsoft Office.

Determine whether you’re running the 32-bit version or the 64-bit version of Microsoft Office by clicking Help on the File tab of the Word ribbon. On the right-hand side, you should see “About Microsoft Word” and something like “Version: 14.0.6123.5001 (32-bit).”

eXtyles (along with many other third-party add-ons) is not compatible with the 64-bit version of Office, although it is compatible with the 64-bit version of Windows. See Microsoft’s bulletin at http://technet.microsoft.com/en-us/library/ee681792.aspx.

You must have full administrator privileges for the C:\Program Files (or C:\Program Files (x86)) directory.

Once you’ve confirmed that you’re running 32-bit Office and have full administrator privileges, uninstall eXtyles via the Windows Control Panel and reinstall eXtyles.

eXtyles fails to find a Microsoft Word installation

Occasionally, during installation eXtyles will display the following error message: “Failed to find a Microsoft Word installation. Microsoft Word 97 or later must be installed to install and run eXtyles.” This problem occurs when eXtyles does not recognize Word for the login used by the administrator during installation.

To fix the problem, under the login that you are installing for, open and close Word once before attempting to install eXtyles.

I need the eXtyles serial number and other installation information

Please email your support representative at eXtyles-support@inera.com.

Selecting the eXtyles menu triggers an error or the eXtyles menu is available but inactive

If eXtyles uninstalls and reinstalls without any issue, but a VBA error — run-time error “-2147220504 (800403e8)”: attempt to create an extra APIContainer object — is displayed when the user clicks on the eXtyles menu in Word, it indicates that the installation did not execute to completion. To solve the problem, follow these steps for a clean uninstall/reinstall:

  1. Confirm that the user has administrative privileges.
  2. Close Word.
  3. Uninstall eXtyles using Windows Add-Remove Programs.
  4. Delete the eXtyles directory (C:\Program Files\eXtyles).
  5. Reboot the machine.
  6. Reinstall eXtyles.

If eXtyles is installed and the eXtyles menu is available in Word but is inactive (grayed out), this indicates that Word did not fully reinitialize the add-in. To solve the problem, reboot the machine. Note: In the future, follow the steps outlined above for a clean uninstall/reinstall of eXtyles.

After uninstalling eXtyles and attempting to reinstall, I get a dialog (from the installer application) that asks if I want to uninstall eXtyles

This message indicates that on the previous uninstall, some files were not completely cleared out of the directory C:\Program Files\InstallShield Installation Information. Inera is not sure why this occasionally occurs, but there is a fix. Note: Follow these instructions carefully, because removing the wrong folder can interfere with other applications.

  1. Open the directory C:\Program Files\InstallShield Installation Information in Windows Explorer.
  2. Open a Windows search within this directory for files named setup.ini that contain the text “eXtyles”.
  3. When the setup.ini file containing this text is found, delete the directory in which it is located. For example, if the setup.ini file in the folder C:\Program Files\InstallShield Installation Information\{E0DB3600-1FB2-11D5-9EC3-0000861CFC58} contains “eXtyles”, delete the entire folder {E0DB3600-1FB2-11D5-9EC3-0000861CFC58}.

After deleting this folder, you should be able to reinstall eXtyles.