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

 
Running installer prompts "Windows protected your PC" message."
How do get my free ActiveWords 60 day trial?
How do I buy ActiveWords?
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?
I misplaced my current unlocking key. How do I get it?
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 keep ActiveWords from monitoring text when entering passwords?
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?
How do I move my ActiveWords to a new computer?
How do I recover my ActiveWords if my data file cannot be read?

Operating Issues

My keyboard is occasionally non-responsive.
I get the error: "Could not find file 'C:\Users\[username]\AppData\Roaming\.awb'."
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.

 

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How do I buy ActiveWords?

 

Restart ActiveWords and click the "BUY NOW" button on the startup dialog, or click here.

 

 

 

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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.

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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.

 

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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.

 

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How do I upgrade to ActiveWords version 3.

 

See this link.

 

 

  

  

 

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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 to pre-existing customers until December 31, 2016.

 

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. Unlocking keys will continue to be provided to pre-existing ActiveWords PLUS customers until December 31, 2017. Click here for more information.

 

 

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How do I keep ActiveWords from monitoring text when entering passwords?

 

There are several ways to manage the display of passwords while running ActiveWords.

 

  1. Use “Enable Asterisk Monitor Mode” on the Services tab of the Options dialog. You can define a 1-3 character string that when typed will cause the text monitor to immediately start showing asterisks instead of actual text. Monitoring of actual text automatically returns as soon as a delimiter or mouse click is entered. This allows you to add the text string as a routine before typing passwords to be assured passwords will not be echoed in the text monitor. For example, if the defined string is “zz” and a password is “1234567,” entering “zz1234567” will be monitored as “zz*******” with the “zz” being instantly removed before the password is entered and without needing to be triggered as an ActiveWord. This is the preferred approach as you simply adopt a simple convention to always type “zz” or another string immediately before typing your password.

  2. Use the “AWControls – Password Mode for the Monitor” command included in the default installation. Trigger the ActiveWord assigned to this command once and the ActiveWords text monitor will echo asterisks (***). Enter a password. The asterisk will stop appearing as soon as you press a word delimiter (space, comma, etc.) or click the mouse.

  3. You can always choose to keep the ActiveWords Icon hidden. The controls to hide/show the Icon are on the "Icon" tab of the Options dialog. The Options dialog is available by right clicking on the ActiveWords floating icon or the ActiveWords System Tray icon.

  4. You can keep the ActiveWords Icon visible but set not to monitor text entry. The controls again are located on the "Icon" tab of the Options dialog.

  5. Lastly, ActiveWord Systems, Inc. recommends users do NOT create ActiveWord records that include or substitute passwords. Storing passwords in multiple places is not recommended. While the primary ActiveWords data store is secured, as will all data stores,, that security is always at risk if the data file falls into the hands of a skilled hacker.

 

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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.

 

 

 

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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\Backups".

 

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..."

 

 

 

 

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Running installer prompts "Windows protected your PC" message."

 

If you get this dialog when running the ActiveWords installer:

 

 

Click the "More info" text and get this, confirming the publisher is ActiveWord Systems, Inc.:

 

 

Then click "Run anyway" to run the ActiveWords installer.

 

Explanation: Windows 10 implements an addition to Code Signing called "SmartScreen."

 

Code Signing is a process whereby the developer of software registers with a service that issues a special certificate that is embedded in the software to identify the source of the software, thus creating accountability. The software developer pays for this certificate on a recurring basis. When you run a software installer on Windows, the code signing certificate is validated and a User Account Control dialog is presented identifying the software developer and providing details of the code signing certificate. You would think that would be sufficient. But it is not.

 

Microsoft implemented something called "SmartScreen" on top of the Code Signing validation process with Windows 10. "SmartScreen" presents another dialog if the software does not meet what they consider to be an acceptable standard of "reputation" (detemined by Microsoft), even though the code signing certificate is validated.

 

We could purchase an "extended" code signing certificate to bypass these "SmartScreen" dialogs if we paid three times as much for our code signing certificate. Thus, "Smart Screen" offers the user no greater security but does serve as a means to coerce more money out of software developers loyal to the Windows platform. We choose not to be coerced.

 

 

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My keyboard is occasionally non-responsive


Delete the contents of your Recent folder: C:\Users\[username]\AppData\Roaming\Microsoft\Windows\Recent, then restart ActiveWords.

 

This folder contains only shortcuts to recently opened objects. Over time this folder accumulates many shortcuts, some of which are obsolete. To access this folder, open the "Folder Options" Control Panel, click the "View" tab, check the radio button next to "Show hidden files, folders, and drives," then click "OK" to close the Control Panel.

 

Also, unchecking the two boxes in the Suggestions tab of the Options dialog will turn automatic suggestions off. On some computers, the automatic suggestion processes can slow down overall ActiveWords response.

  

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I get the error: "Could not find file 'C:\Users\[username]\AppData\Roaming\.awb'."

 

Your AWSettings.ini file was not correctly established when you upgraded from an earlier ActiveWords version. This can be fixed as follows: 

 

  1. Right click on the floating ActiveWords Icon or the ActiveWords System Tray icon and select “Options..” 
  2. Click the Sync tab, select “None,” click “Apply,” and close the Options dialog. 
  3. Exit ActiveWords. 
  4. Copy this file: C:\Program Files (x86)\ActiveWord\AWSettings.ini. 
  5. Open: C:\Users\[username]\AppData\Roaming\ActiveWords. 
  6. Press Ctrl-v to paste the file, overwriting the file of the same name. 
  7. Start ActiveWords.
  8. Open the Options dialog and re-set your Sync folder. 

 

To access the ActiveWords user data folder, open the "Folder Options" Control Panel, click the "View" tab, check the radio button next to "Show hidden files, folders, and drives," then click "OK" to close the Control Panel.

 

 

 

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How do I unlock an ActiveWords installation?



Your purchase receipt will include your unlocking key and instructions to unlock your ActiveWords installation. Exit and restart ActiveWords to open the startup dialog. Then, copy and paste the order email address and unlocking key in the respective fields on the ActiveWords startup dialog and click SUBMIT. The email and 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.




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


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

To access the ActiveWords user data folder, open the "Folder Options" Control Panel, click the "View" tab, check the radio button next to "Show hidden files, folders, and drives," then click "OK" to close the Control Panel. 

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How do I move my ActiveWords to another computer?

 

 

 

The easiest way is to install ActiveWords on the other computer, then set up ActiveWords Sync between the computers.

 

If the above approach is not available to you install ActiveWords on the other computer, then proceed as follows.

 

First, on the computer with ActiveWords data you want to move,  right click on the ActiveWords System Tray icon, select "WordBase>Backup...," and save the data file MyProfile.

 

Second, copy the data file saved in step one above to the Windows Desktop of the other computer and double click the file icon to insert the data into the ActiveWords installation.

 

  

 

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How do I recover my ActiveWords if my data file cannot be read?

 

Power outages or severe system crashes can result in data corruption. If you get a message that your ActiveWords data file cannot be read, recover your latest saved data backup as follows.

Backups of your ActiveWords data file are automatically generated in the ActiveWords user data folder: C:\Users\[username]\AppData\Roaming\ActiveWords\Backups. To access the ActiveWords user data folder, open the “Folder Options” Control Panel, click the “View” tab, check the radio button next to “Show hidden files, folders, and drives,” then click “OK” to close the Control Panel.

Make the backup the current active user data file:

1. Exit ActiveWords.
2. Change name of this file: C:\Users\[username]\AppData\Roaming\ActiveWords\MyProfile.awb.
3. Copy the most recent version of MyProfile from C:\Users\[username]\AppData\Roaming\ActiveWords\Backups into C:\Users\[username]\AppData\Roaming\ActiveWords\ and rename it MyProfile.awb.
4. Start ActiveWords.
 
When your ActiveWords are working you can delete the file you renamed in step 2 above.

 

 

 

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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.


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

 

Click here to buy an ActiveWords annual license.

 

 

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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).

 

 

 

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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. Set this file to "Allow:" C:\Program Files (x86)\ActiveWords\AWMonitor.exe.

 

  1. ZoneAlarm by Check Point is not recommended. But if you insist, you will need to set the trusted level for all ActiveWords processes to "Super." Contact ZoneAlarm for instructions.

 

 

 

 

 

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ActiveWords entered in Inkpad are not recogonized.

 

Ink recognizer performance typically improves after restarting the computer.

 

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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.

 

 

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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.

 

 

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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.





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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.

 

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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.

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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.

 

 

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

 

 

This section pertains to using ActiveWords with any Windows Terminal Services functionality such as Microsoft Remote Desktop Connection, CITRIX GoToMeeting, Cisco WebEx, and TeamViewer.
 

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.

 

Beginning with version 3 build 7395, ActiveWords can run simultaleously on both the local and remote computer when using Microsoft Remote Desktop Connection, CITRIX GoToMeeting, Cisco WebEx, or TeamViewer. When the active context is on the local computer, your text entry will be monitored and triggered on the local computer. When the active context is a remote session window, your text entry will be monitored and triggered on the remote computer.

 

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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.

 

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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.  

 

 

 

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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.


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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.


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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.

 

 

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