ActiveWords Support
For Version 3


"I think the excellent support AW offers its clients is part of what makes AW such a phenomenal program. I have become spoiled by AW over the years, and have a hard time imagining surviving without it. AW is the best money I've ever spent." - Hava Lyon, customer.



Reviewing the links below before contacting ActiveWords support will save you time.
Over 95% of support issues are addressed below.



Customer Service Issues

 
How do get my free ActiveWords 60 day trial?
Can I use ActiveWords on more than one computer?
How do I set up ActiveWords Sync?
How do I get the latest Build of ActiveWords?
How do I reinstall ActiveWords?
How do I upgrade to ActiveWords Version 3?
Can I continue to use ActiveWords version 1.95 or 2.1?
How do I unlock an ActiveWords installation?
How do I synchronize my ActiveWords between devices?
How do I import bulk records into my ActiveWords WordBase?
How do I backup my ActiveWords data and settings?
How do I revert to version 2.1 after installing version 3?

Operating Issues

 
My ActiveWords are grayed out after upgrading the Windows 10.
I get the error "a referral was returned from the server"
I get an error when I click on the BUY NOW button on the startup dialog
The ActiveWords Key (function key) does not trigger my ActiveWords
Known Software Conflicts
ActiveWords entered in the Inkpad are not recognized.
Windows 8 and 8.1 require .NET 3.5.
What do I do if the ActiveWords Icon disappears?
What do I do if my installation does not finish?
What do I do if I get a "side by side" error during installation?
What do I do if I get a "800a0bd0, or " ... Users.aws" error?
I get a "Productivity," "800004005," or "800a0d5c" error.
Using ActiveWords with Remote Desktop/Terminal Services.
ActiveWords fail to trigger.
My "security" program flags ActiveWords as possible spy ware.
I get odd characters when typing in browser fields when ActiveWords is running.
Triggering an ActiveWord in an Internet Explorer Auto-complete field causes problems.
Time Matters® Practice Management Software does not show spaces between words.
Using ActiveWords with the Mozilla Thunderbird Email client.

Other Support Issues:

 
For assistance with issues not covered on this Web page please contact support@activewords.com with the following information:

 

  • ActiveWords version. (See "About ActiveWords" by right clicking on the ActiveWords System Tray icon.)
  • Windows version. (See the Windows "System" Control Panel.)
  • Send screen shots of any error messages. (See this link.)
  • Fully describe the problem including the context and behavior.

The more information you can provide the faster we can address your issue.


Sales, Licensing, and Other Inquiries:

 
Please contact sales@activewords.com with any issue; sales, ideas, software licensing, technology licensing, enterprise deployment. We look forward to hearing from you and to meeting your needs.


 

 

 

How do I get my free 60 day ActiveWords trial?

 

Your free fully functional 60 day trial begins when you install ActiveWords. If you have not yet registered for our free series of helpful emails with "how to" videos please click here. Your E-mail address will only be used to communicate with you about ActiveWords software and you can unsubscribe at any time.

 

 

 

Back to Top

 

Can I use ActiveWords  on more than one computer?

 

Individual Customers: The ActiveWords annual license is personal to the individual customer, or recipient if given as a gift. The license gives you (the customer/recipient) the right to install, unlock, and use ActiveWords on any Windows x86 device for your exclusive use; desktop, laptop, tablet. The license follows the individual.

 

Enterprise Customers: The ActiveWords annual license is sold to enterprises by seat, one license per installation. The license follows the device. Individuals using a license in their enterprise can purchase a license personally which grants them the right to install and use ActiveWords on all their personal Windows x86 devices for the price of a single license, while integrating their personal ActiveWords in their enterprise installation where permitted by the enterprise.

Back to Top

 

 

 

How do I get the latest Build of ActiveWords?


ActiveWords version 3 includes an automatic software update feature that is turned on by default at installation. This feature assures every user has immediate access to all software updates and upgrades free of charge during the current annual license period. Current customers click here for the latest installer.

 

The version 3 change log can be found here.

 

ActiveWords PLUS 1.95 and 2.1 customers who wish to continue using those versions can find the installers here.

 

Back to Top

 

  

 

How do I reinstall ActiveWords software?

 

Just download and run the latest installer. The ActiveWords installer automatically incorporates any pre-existing ActiveWords data for the version being installed. You can install or uninstall without impacting your ActiveWords data.

 

Back to Top

 

 

 

How do I upgrade to ActiveWords version 3.

 

See this link.

 

 

  

  

 

Back to Top

 

 

 

 

Can I continue to use ActiveWords version 1.95 or 2.1?

 

ActiveWords PLUS version 1.95 is no longer supported. Unlocking keys will continue to be provided.

 

ActiveWords 2.1 is supported on Windows Vista, Windows 7, and Windows 8.1 but is not supported on Windows 10. ActiveWords PLUS 2.1 customers can continue to download, install, and unlock the software on the supported Windows versions.

 

Back to Top

 

  

  

 

How do I synchronize my ActiveWords between computers?

 

ActiveWords Sync is implemented in version 3. ActiveWords Sync allows you to use most cloud services (e.g., OneDrive, Dropbox, Google Drive) to automatically synchronize your data between devices (e.g., desktop, laptop, tablet). Learn more here. Those using the OneDrive cloud service should read this for set-up information.

 

 

 

Back to Top

 

How do I backup my ActiveWords data and settings?

  

ActiveWords version 3 data and settings are stored here: "C:\Users\[username]\AppData\Roaming\ActiveWords". Typically, this folder is automatically included in any default Windows backup. We recommend you do not modify the files in this folder.

 

Version 3 automatically backs up your WordBase data each time you make a change. These backups are stored here: "C:\Users\[username]\AppData\Roaming\ActiveWords".

 

You can manually backup your ActiveWords data file (MyProfile.awb) by right clicking on the ActiveWords System Tray icon or floating icon and selecting "WordBase>Backup..."

 

 

 

 

Back to Top

 

 

 

 

My ActiveWords are grayed out and don't work after I upgrade to Windows 10.



Version 2.1 users upgrading to Windows 10 will remove your license key resulting in your ActiveWords not functioning. Click the REQUEST button on the version 2.1 ActiveWords startup dialog to get a new unlocking key for Windows 10. Keep in mind that ActiveWords 2.1 may or may not work on Windows 10 and is not supported on Windows 10. We encourge version 2.1 users to try version 3 and consider purchasing an annual license. Those trying version 3 can revert to 2.1 and their version 2.1 data, however, version 3 data is not backwards compatible.

 

 

 

 

 

 

 

Back to Top

 

 

 

 

 

How do I unlock an ActiveWords installation?



Your purchase receipt will include your unlocking key and instructions to unlock your ActiveWords installation. Copy and paste the order email address and unlocking key in the respective fields on the ActiveWords startup dialog then click SUBMIT. The key provided can be used to unlock ActiveWords up to the date the current annual license expires.

 

If you purchased a single annual license for your individual use you may apply the key to unlock ActiveWords on any computer for your exclusive use.

 

If you purchased annual licenses for a group of users (enterprise use) you may use the key to unlock the number of ActiveWords installations equal to the number of licenses purchased.

 

If you misplaced the license key for your currently active annual license you can have it resent using this form.




Back to Top

 

 

 

 

How do I revert to version 2.1 after installing version 3?


Method 1: Uninstall version 3 using the Windows Programs Control Panel then run the version 2.1 installer. When asked if you want to include data from an earlier version CLICK NO. Your version 2.1 data from any earlier installation on the same computer should be incorporated. Note that version 3 data is not backward compatible.

 

Method 2: Uninstall version 3 using the Windows Programs Control Panel then change the name of the "ActiveWords" folder in "C:\Users\[username]\Appdata\Roaming" to "ActiveWords v3," then run the version 2.1 installer.

 

 Back to Top
 



I get the error "a referral was returned from the server."



Make sure your Windows User type is Administrator, then run the latest ActiveWords installer following these instructions.


Back to Top

 

 

 

I get an error when I click on the BUY NOW button on the startup dialog.

 

Click here to buy an ActiveWords annual license.

 

 

Back to Top

 




The ActiveWords Key (function key) does not trigger my ActiveWords

 

Some laptops and tablets with accessory keyboards require you to press a special "fn" button before you press a Function Key (such as the assigned ActiveWords Key), otherwise the key will typically effect a hardware function such as screen brightness. Some of these laptops/tablets have a way to lock function key behavior (click here for the function key lock method for the Microsoft Surface Pro).

 

 

 

Back to Top

 

 

 

Known Software Conflicts

 

  1. ActiveWords fail to trigger or create jumbled characters when GuardedID/Comcast ConstantGuard (GIDD.exe) or the Constant Guard Protection Suite from White Sky (IDVault.exe/IDVaultSvc.exe) is running. See this page for more information. Note that this company's purpose is not to secure your computer but to "capture consumer mindshare." We recommend against installing any products from White Sky or Strikeforce and encourage use of the free Microsoft Security Essentials and/or security software from companies such as Symantec and Kaspersky.

 

  1. Classic Shell (http://www.classicshell.net/) and Classic Start 8 (http://www.classicstart8.com/) conflict with ActiveWord substitutions.

 

  1. Webroot security software may block ActiveWords keyboard monitoring in Internet browsers. Click here for Webroot instructions to unblock.

 

 

 

 

 

Back to Top

 

 

ActiveWords entered in Inkpad are not recogonized.

 

Ink recognizer performance typically improves after restarting the computer.

 

Back to Top

 

 

 

 

 

Windows 8 and 8.1 require .NET 3.5.

 

When running an ActiveWords installer on a Windows 8 or higher computer you should be prompted to installer .NET 3.5 from Microsoft if it is not already installed. Agree to the prompt and allow .NET 3.5 to be installed.

 

If the ActiveWords Icon and inking do not work as expected confirm .NET 3.5 is activated. See this Microsoft link for more information.

 

 

Back to Top

 

 

What do I do if the ActiveWords Icon disappears?

 

If the ActiveWords Icon disappears when you drag it to the edge of the screen you can make it reappear by opening the Options dialog from the right-click menu on the ActiveWords System Tray icon, then closing the Options dialog.

 

 

Back to Top


 

 

What do I do if my installation does not finish (I need a clean installation)?



  1. Use the Programs or Add/Remove Programs Control Panel to uninstall ActiveWords.

 

  1. Empty the Windows Temp and Temporary Internet Files folders.

 

Windows XP and later: Run "Start/Programs/Accessories/System Tools/Disk Cleanup". Choose to remove "Temporary Internet Files", "Recycle Bin" and "Temporary Files". Wait for the process to complete.

 

After emptying the Windows Temp and Temporary Internet Files folders, restart the computer. Close all programs, including all running System Tray processes (on XP, Vista, Windows 7, and Windows 8 there may be some processes hidden by the slider).

Download and run the latest ActiveWords installer.





Back to Top

 

 

 

What do I do if I get a "side by side" error during installation?

 

 

Restarting your computer will resolve the "side by side" error and ActiveWords should then run properly.

 

Back to Top

 

   

What do I do if I get a "800a0bd0, Could not find ... Users.aws" error?

 

 

Make sure ActiveWords is not running then double click this file:

 

C:\Program Files\ActiveWords\AWWordBaseCreation.exe

 

This should set up the proper Users.aws file.

Back to Top

 

 

 

  

   

What do I do if I get a "Productivity, "800004005", or "800a0d5c" error?

 

To stop the error exit ActiveWords and delete these files: 

 

C:\Users\[username]\AppData\Roaming\ActiveWords\Productivity.awp
C:\Users\[username]\AppData\Roaming\ActiveWords\Productivity_log.awp

 

New files will be generated when ActiveWords is restarted. 

 

Note: To access the ActiveWords data folder activate the "Show hidden files, folders, and drives" radio button in the "View" tab of the "Folder Options" Control Panel. Uncheck "Hide extensions for known file types" to see extensions on file names.

 

 

Back to Top

 

 

 

   

How do I use ActiveWords with Remote Desktop/Terminal Services?

 

 

This section pertains to using ActiveWords with any Windows Terminal Services functionality such as CITRIX, Remote Desktop Connection, LogMeIn.com, or GoToMyPC.com.
 

Before using ActiveWords with any remote access solution it is recommended that the Keyboard shortcut that starts Sticky Keys (press Shift 5 times) be turned off on each computer running ActiveWords. Click here for video instructions on how to turn off this Keyboard Shortcut. The dialogs may vary slightly depending on your Windows version.

 

When ActiveWords is NOT running on the local computer and is running on the remote computer your local keyboard will control your remote ActiveWords as if you were sitting in front of the remote computer. It is not recommended to have ActiveWords running on both computers as conflicts may arise.

 

Back to Top

 

 

 

 

  

  

 

My "security" program flags ActiveWords as possible spyware.

 

The ActiveWords AWMonitor program monitors your keystrokes so it can instantly trigger an ActiveWord for you. ActiveWords does NOT keep a log of your text entry. However, some "security" programs (e.g., Symantec, McAfee, Spy Sweeper, Norton, Zone Alarm, Trend Micro, Kaspersky etc.) may incorrectly flag one or more files in the ActiveWords program folder as a potential problem. 

 

ActiveWords has been "white listed" in the data updates of most security programs. Unfortunately, these publishers frequently update their files to block ActiveWords even after they have whitelisted ActiveWords. If your security program displays a dialog about a possible threat from ActiveWords you should first update the security program's data file. If the problem continues to exist each program should have a process to define ActiveWords as an exception and you should follow that process as well as inform the company of the false positive. Click here for Trend Micro's instructions for defining exceptions as an example.

 

If the publisher offers no exception process or fails to respond to your false positive contact please contact us at support@activewords.com with the program name, version, and publisher so we may contact the publisher.

 

Back to Top

 

 

 

  

  

 

 

I get odd characters when typing in browser search and address fields when ActiveWords is running.

 

Comcast and perhaps other ISPs make available a product called GuardedID from Strikeforce Technologies that is supposed to prevent keylogging. ActiveWords users have noted this product has compatibility issues with ActiveWords. ActiveWords users have noted that uninstalling GuardedID (GIDD.EXE) resolves the problem with odd characters appearing in certain browser contexts and we recommend use of other security software.  

 

 

 

Back to Top

 

 

 

 

 

  

  

 

Triggering an ActiveWord in an IE Auto-complete field causes problems.

 

 

IE's text boxes with auto-complete do not follow Microsoft standards. If you type "Peter" IE might offer an auto-complete to enter "Peter Jones" with the remainder text selected (the text in blue background). So, your continued typing will automatically remove the offered auto-complete text and introduce the next character (lets suppose you wanted to type "Peter Smith"). 

However, if you hit backspace when the view looks like "Peter Jones" because you want to leave the name as Pete (no "r"), the backspace erases only the auto-complete selection, forcing you to hit backspace a second time to erase the "r". Regardless of auto-complete, the backspace convention should erase the last character you typed, not that selection introduced by the auto-complete feature. If you want to get rid of that selection alone (say you just want "Peter"), the convention is to press the Delete key.

So, if you trigger an ActiveWord in an IE auto-complete field whose text prompts auto-complete text (which becomes selected), the first character of the ActiveWord will not be removed when back spaces are sent to remove the ActiveWord entered. 

There are work arounds. Try turning off Auto-Complete in Internet Explorer. You use the ActionPad to enter text in IE Auto-complete fields. Finally, you may consider using another browser such as Firefox.


Back to Top

 

 

   

   

 

 

Time Matters® Practice Management Software does not show spaces between words I type.

 


ActiveWords is compatible with Time Matters if you turn off "AutoText" in Time Matters. This will have no effect on Time Matters as you can then use your ActiveWords text substitutions in all text entry contexts (not just Time Matters text entry contexts as offered by their "AutoText" functionality).

This control can be found here in Time Matters:

File > Setup > General > User Level > Forms > Set Options for All Forms>AutoText

The Time Matters developers worked with ActiveWord Systems, Inc. to fix the issue but they hide the solution a bit deep.


Back to Top

 

 

Using ActiveWords with the Mozilla Thunderbird Email client.

 

 
The Thunderbird email client default settings include unmodified keyboard entries as shortcuts. Such unmodified keyboard entry conflicts with ActiveWords when Thunderbird windows are in focus. Download and insert the "keyconfig" Thunderbird Add-on, install the Add-on from the Add-ons tools icon menu, then disable all unmodified Thunderbird keyboard shortcuts to assure compatibility with ActiveWords. Note that you can also create new shortcuts modified with the Alt, Ctrl, and Shift keys rather than disable unmodified shortcuts.

 

 

Back to Top