ActiveWords Support


"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 there. AW is the best money I've ever spent." - Hava Lyon, customer.

Please review the links below for the most common support issues



Free Trial Service Issues
How do I unlock my free ActiveWords 60 day trial?
How do I compare ActiveWord products?

Customer Service Issues (after sale)
How do I use ActiveWords PLUS on more than one computer?
How do I get the latest Build of my ActiveWords product?
How do I reinstall ActiveWords software?
How do I upgrade SE to PLUS?
How do I backup or transfer my ActiveWords?
How do I unlock an ActiveWords PLUS installation?

Operating Issues
I get the error "a referral was returned from the server"
I get an error when I click on the TRIAL or BUY NOW buttons
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?
The MonitorBar disappeared. How do I get it back?
I get a "Productivity," "800004005," or "800a0d5c" error.
Using ActiveWords with Remote Desktop/Terminal Services.
What do I do if ActiveWords closes coming out of Windows Sleep mode?
ActiveWords fail to trigger.
My "security" program flags ActiveWords as possible spy ware.
What do I do if I get a "database" error?
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:
If your issue is not addressed here please search the ActiveWords Community Forum. If you need assistance please contact support@activewords.com.

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 unlock my free 60 day ActiveWords PLUS trial?

 

Click the "TRIAL" or the "REGISTER" button on the ActiveWords startup dialog to sign up for the risk free, fully functional 60 day trial. By registering you receive a Key giving you 60 days to explore unlimited ActiveWords functionality and a series of E-mails to help you get the greatest benefit from using the software. Your E-mail address will only be used to communicate with you about ActiveWords software and you can unsubscribe at any time.

 

 

 

 

 

What if I want to use ActiveWords PLUS on more than one computer?

 

The ActiveWords PLUS Personal Version License is personal to the customer, or recipient if given as a gift. The license gives you (the customer/recipient) the right to install, unlock, and use ActiveWords PLUS an ANY computer for your exclusive use.

 

So, as an ActiveWords PLUS customer you can always download, install, unlock, and use the software on any of your computers; work, home, laptop, etc. We assure you that the software and your personal ActiveWords will always be available as you migrate between computers, get new computers, etc.

 

Instructions for moving your ActiveWords WordBase between computers can be found here.

 

Instructions for unlocking new installations can be found here.



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How do I get the latest Build of my ActiveWords product?



Note to all version 1.95 users upgrading to 2.1: After installing ActiveWords 2.1 and applying a Trial or Full License Key you will be prompted to insert your 1.95 data. You can also manually locate and double click your version 1.95 data folder to insert its contents into the 2.1 data folder. See folder locations

 

Note to all users: Running an ActiveWords installer automatically incorporates any pre-existing ActiveWords data and settings for the version being installed. You can run an installer any time without concern as to any impact on your data.

Note to all users: ActiveWords version 1.95 products are not supported on Windows 8 and higher.


The ActiveWords build number can be found on the "About ActiveWords" dialog available when you right-click on the ActiveWords Icon or ActiveWords System Tray icon. The latest builds are available for download as noted below. Click here for software change log.

ActiveWords PLUS

ActiveWords Free/Plus Version 2.1 Build 2.1.0.7.2223
ActiveWords Free/Plus Version 1.95 Build 27-032211


ActiveWords PLUS 2.1 is a free upgrade to those who purchased ActiveWords PLUS version 1.95 after September 30, 2011. All other ActiveWords PLUS 1.9 and .195 license holders will be able to upgrade for a price of $29.95 USD by clicking the REQUEST button on the ActiveWords startup dialog. Windows 8 and higher require ActiveWords version 2.0 or higher. Learn more about ActiveWords PLUS 2.1.

 

ActiveWords Free/Plus version 1.95 unlocking requests will continue to be issued through the automated system but the product will not be otherwise supported after December 31, 2012.

ActiveWords ENTERPRISE

ActiveWords ENTERPRISE Version 2.1 Build 2.1.0.7.2223

ActiveWords ENTERPRISE Version 1.95 Build 27-032211

ActiveWords ENTERPRISE version 1.95 will continue to be supported for annual license customers not wishing to upgrade. Learn more about ActiveWords ENTERPRISE 2.1.


 

 

Related issue: How do I reinstall ActiveWords software?
Related issue: How do I unlock an ActiveWords PLUS installation?

 

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How do I reinstall ActiveWords software?

 

Note: Running an ActiveWords installer automatically incorporates any pre-existing ActiveWords data and settings for the version being installed. You can run an installer any time without concern as to any impact on your data.

 

 

  • Download and run latest ActiveWords installer.  Note: there is no need to uninstall ActiveWords using the Windows Add/Remove Programs Control Panel unless you wish to move the program files to another folder/location.

 

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How do I backup or transfer my ActiveWords?

 

 

Leverage your ActiveWords across all the computers you use. Follow these steps to transfer your ActiveWords to another computer:

 

  • Backup: Select "WordBase>Backup..." from the MonitorBar Menu to backup your WordBase. You can save the backup on the local computer then copy it to the new computer, or save the backup to the new computer across a network.

  • Insert: From the ActiveWords installation on the new computer, select "WordBase>Insert..." from the MonitorBar Menu. Browse to locate the backup file. Click "Insert" to insert the contents into the ActiveWords installation on the new computer.

 

Your ActiveWords are stored in the file "MyProfile.awb" inside the data folder. Virtually all Windows backup services and programs automatically include the Application Data or AppData folders where your ActiveWords data and settings are stored in default backup settings. As an additional precaution we suggest that you routinely run "WordBase>Backup..." from the right click menu on the AWIcon or ActiveWords System Tray icon to store a "MyProfile.awb" backup in an alternative location.

 

ActiveWords user data and settings files are located in these folders:

 

ActiveWords Version 2.0 Users:

  • Windows XP - "C:\Documents and Settings\[username]\Application Data\ActiveWords 2.0".

  • Windows Vista & Windows 7 & Windows 8 - "C:\Users\[username]\AppData\Roaming\ActiveWords 2.0".

ActiveWords Version 1.95 Users:

  • Windows XP - "C:\Documents and Settings\[username]\Application Data\ActiveWords".

  • Windows Vista & Windows 7 - "C:\Users\[username]\AppData\Roaming\ActiveWords".

ActiveWords Version 1.9 Users:

  • Windows XP Only - "C:\Program Files\ActiveWords\Users\[username]

 

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

 

 

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How do I unlock an ActiveWords PLUS installation?



New Customers:

Your purchase receipt will include instructions to unlock your ActiveWords PLUS installation. Note that the key provided with your receipt will unlock the installation from which you executed the purchase. Please follow the instructions below if your receipt says "Invalid Hardware ID" where the unlocking key should be.

Existing Customers with new installations:

Note the flexible license terms.

Each ActiveWords PLUS installation requires a unique Key. Follow these instructions to request a key for a new installation or if your installation is prompting you for a key.

  1. Install the latest build.
  2. Start ActiveWords PLUS.
  3. Click the "REQUEST" button on the startup dialog and complete the on-line form.


Note that you can use any email address on the form. If the email address is not recognized you will be prompted to enter the email address used on your original order. Once your order email address is confirmed, your unlocking key will be sent to the new email address.

What do I do if the key provided does not unlock the software?

  1. Be sure to copy the E-mail and Key without capturing any preceding or trailing spaces.
  2. If you are certain you have copied and pasted the E-mail and Key accurately and the Key provided still fails to unlock the installation, request a new Key and leave your computer running until you paste the new Key into the ActiveWords PLUS startup dialog.
  3. In rare cases (usually on notebook computers) the Hardware ID may change after docking/undocking or inserting/removing a USB device. If a new unlocking key fails to work please request another key from the startup dialog of the ActiveWords PLUS installation you want to unlock and leave the computer running in the same configuration until you receive and can apply the new key.



What if my installation is on a computer not connected to the Internet?

  1. Close then restart ActiveWords PLUS.
  2. Write down the "Hardware ID" shown at the very bottom of the startup dialog and complete the unlocking request form for your version using a computer that is connected to the Internet.
    Version 1.95 Unlocking Request Form
    Version 2.0 and 2.1 Unlocking Request Form




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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 TRIAL or BUY NOW buttons.

 

This indicates some Windows files are not working properly. To resolve most such problems:

 

  • Open Command.exe from the Windows Start Menu or Screen
  • Type "sfc /scannow" without the quotes, then press ENTER.
  • When the scan is complete restart the computer and try the buttons on the ActiveWords startup dialog again.

 

Click here for more information on this subject.

 

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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 has 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.
  2. Classic Shell (http://www.classicshell.net/) and Classic Start 8 (http://www.classicstart8.com/) conflict with ActiveWord substitutions.
  3. Webroot security software may block ActiveWords keyboard monitoring in Internet browsers. Click here for Webroot instructions to unblock.

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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?



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

  2. 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.

    For earlier Windows versions, simply close all running programs and delete all files and folders located in the folder "C:\Windows\Temp", but do not delete the folder itself. Then use the "Control Panel/Internet Options" applet to delete Temporary Internet Files. On NT based Windows, you also need to delete the files and folders located in the folder "C:\Documents and Settings\USERNAME\Local Settings\Temp" or "C:\Windows\Profiles\USERNAME\Local Settings\Temp" (but don't delete the Temp folder itself).

  3. 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).

  4. 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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The MonitorBar disappeared. How do I get it back?

 

 

Right click on the ActiveWords System Tray icon (the stylized dark blue "A" - ) and select "AWMonitor bar>Show AWMonitor."

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

 

To stop the error please exit ActiveWords and delete these files: 

 

Version 1.95 on Windows XP -

"C:\Documents and Settings\[username]\Application Data\ActiveWords\Productivity.awp"

"C:\Documents and Settings\[username]\Application Data\ActiveWords\Productivity_log.awp"

 

Version 1.95 on Windows Vista, Windows 7, and Windows 8 - 

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

 

Version 1.9 on Windows XP only -

"C:\Program Files\ActiveWords\Users\[username]\Productivity.awp"
"C:\Program Files\ActiveWords\Users\[username]\Productivity_log.awp"

 

New files will be generated when ActiveWords is restarted. 

 

Note: To access the ActiveWords data folder on Windows Vista, Windows 7, and Window 8 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 CITRIX, Remote Desktop Connection, LogMeIn.com, or GoToMyPC.com.

 

When ActiveWords is NOT running on the local computer and is installed on the remote computer your local keyboard will control your remote ActiveWords as if you were sitting in front of the remote computer.

 

You should always exit ActiveWords on the local computer when working in a remote session window. A future version of ActiveWords will address a local ActiveWords installation interfacing with remote session windows.

 

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What do I do if ActiveWords closes coming out of Windows Sleep mode?

 

 

In rare instances ActiveWords may crash coming out of Windows Sleep mode (Standby or Hibernation). While we continue to look for the root cause of this issue we have developed the following work around.

 

You can set ActiveWords to automatically restart when coming out of Windows Sleep mode as follows:

 

  1. Exit ActiveWords.

  2. Open the ActiveWords Monitor initialization file using Windows Notepad or another text editor; located here in Windows XP: "C:\Documents and Settings\[username]\Application Data\ActiveWords\AWMonitor.ini" and here in Windows Vista: "C:\Users\[username]\AppData\Roaming\ActiveWords\AWMonitor.ini".

  3. Locate the line that reads, "Restart After Suspend=0" and change it to "Restart After Suspend=1".

  4. Save and close the AWMonitor.ini file.

  5. Start ActiveWords.

 

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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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What do I do if I get a "database" or "800a0e31" error or a message that the WordBase you are trying to insert is for use with ActiveWords SE and cannot be inserted?

 

Backup your WordBase and send the backup copy to support@activewords.com

We will fix your WordBase and send it back to you. You can backup your WordBase by selecting "WordBase>Backup..." from the MonitorBar menu or from the ActiveWords System Tray right click menu.

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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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