ActiveWords Support
"I think the excellent computer support that AW offers its
clients is part of what makes AW such a phenomenal program. I have become
very spoiled by AW over the years, and I 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
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| 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
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?
My "security" program flags ActiveWords as
possible spy ware.
What do I do if I get a "database" error?
I get an "access violation" error or ActiveWords crashes
when it starts.
Triggering an ActiveWord in an Internet Explorer Auto-complete
field causes problems.
Time Matters® Practice Management Software
does not show spaces between words.
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.
Some
support issues common to older versions of ActiveWords are noted here.
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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.
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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?
The
ActiveWords build number can be found on the "About
ActiveWords" dialog from the MonitorBar Menu. The latest builds
are available for download here:
ActiveWords
Free/Plus Version 1.95 Build 27-032211
ActiveWords ENTERPRISE Version 1.95 Build
27-032211
ActiveWords Free/Plus Build
27-032211 was released in March 2011. This build includes minor
bug fixes, a new fulfillment process, and ActiveWords ENTERPRISE now
includes the same "Freemium" features as ActiveWords PLUS.
Note to all version
1.9 users: Updating
an ActiveWords version 1.9 installation to version 1.95 will copy your user
data and settings to a new location. See folder locations.
Your version 1.95 installation will automatically use your version 1.9
ActiveWords data when the ActiveWords Users folder name is identical
to the
current Windows User name. If your version 1.95 installation does
not include your version 1.9 user data you should open the folder
"C:\Program
Files\ActiveWords\Users\[username]" and double click on
the MyProfile.awb file to insert your ActiveWords into the new
version 1.95 installation.
ActiveWords SE has not
been supported since August 2005. SE customers should consider upgrading
to PLUS or contact support@activewords.com
with your original Order ID if an SE installer is needed.
NOTE: Users of versions of Windows prior to XP should contact support@activewords.com
for access to an appropriate ActiveWords installer.
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?
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Re-installing ActiveWords
automatically incorporates your ActiveWords and settings into the
new installation. Do not uninstall before running a new
installer. We recommend
you backup your ActiveWords data folder before
reinstalling as a precaution.
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Download
and run latest ActiveWords installer. Note: you should not uninstall ActiveWords using the Windows Add/Remove Programs
Control Panel unless you wish to move the installation 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:
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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.
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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.
We suggest that your
routinely run
"WordBase>Backup..." from the MonitorBar Menu and
store your "MyProfile.awb" file backups in your "My
Documents" folder. In this way your standard "My
Documents" backup will include your ActiveWords data file. ActiveWords
user data and settings files are located in these folders: ActiveWords
Version 1.95 Users:
ActiveWords
Version 1.9 Users:
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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.
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Install
the latest build.
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Start ActiveWords
PLUS.
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Click the
"REQUEST" button on the startup dialog and complete
the on-line form.
What do I do if
the key provided does not unlock the software?
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Be sure to copy
the E-mail and Key without capturing any preceding or trailing
spaces.
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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.
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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?
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Close then
restart ActiveWords PLUS.
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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
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What do I do if my installation does not finish?
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Empty the Windows Temp and Temporary Internet Files folders.
If you are using Windows 2000, XP, Vista, Windows 7 you may run "Start/Programs/Accessories/System Tools/Disk
Cleanup". Choose to remove "Temporary Internet Files", "Recycle Bin" and "Temporary Files". Please
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).
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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, and Windows 7 there may be some hidden
processes by the slider).
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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
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"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 and Windows 7 -
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.
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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
Remote Desktop Connection, LogMeIn.com, GoToMyPC.com, or CITRIX.
When ActiveWords is NOT
installed 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.
When ActiveWords is installed
on both the local and remote computers you should exit ActiveWords
on the local computer to ensure your local keyboard controls ActiveWords on
the remote computer.
Contact support@activewords.com
for help with setting up ActiveWords for multiple users on a Terminal
Server.
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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:
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Exit ActiveWords.
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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".
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Locate the line that reads, "Restart After
Suspend=0" and change it to "Restart After Suspend=1".
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Save and close the AWMonitor.ini file.
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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 your text entry. However, some
"security" programs (e.g., Symantec, McAfee, Spy Sweeper,
Norton, Zone Alarm) may incorrectly flag one or more files in the
ActiveWords program folder as a potential problem.
ActiveWords is now
"white listed" in the data updates of most security
programs. If your security program displays a dialog about a possible
threat from ActiveWords you should first update the security program's data file.
If your security program displays a dialog about a possible threat from
ActiveWords after it is updated with the latest data file please review
your program's options to specifically exclude the flagged files (or the
entire ActiveWords Program Folder), and, please contact us at support@activewords.com
with the program name, version, and publisher so we may contact them.
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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 an "access violation" error or
ActiveWords crashes when it starts.
Users experiencing this problem
should contact support@activewords.com.
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Triggering an ActiveWord in an IE Auto-complete field causes problems.
There are two work arounds. One, switch to Firefox. Two. Use the ActionPad to enter
text in IE Auto-complete fields.
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.
Now, if you are entering an ActiveWord in the IE auto-complete
field and trigger it, you will not remove the last character of
the ActiveWord for the above reason.
There are two work arounds. One,
switch to Firefox. Two. Use the ActionPad to enter text in IE
Auto-complete fields.
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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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The following issues relate to old versions of ActiveWords
and are provided to assist those who may not wish to update
their ActiveWords installation:
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What do I do if I
get a "dao", 8007007e, or "80040154" error?
I get unwanted or doubled characters. What do I do?
Characters are not showing up in the
MonitorBar when I type.
My arrow keys act funny and I use an ATI graphics card.
The "View ActiveWords" directory does not appear.
ActiveWords has a problem with Zone Alarm.
ActiveWords don't navigate to sites after installing Internet Explorer
7.
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What do I do if I
get a "dao", 8007007e, or " 80040154" error at startup?
NOTE: These
instructions apply only to ActiveWords PLUS and ActiveWords ENTERPRISE
Version 1.9. Users of ActiveWords Version 1.95 should not experience these
errors.
Either
error may occur if you install ActiveWords on a Windows NT based operating system (NT, 2000,
XP, Vista) when logged on as a Windows User without Administrative privileges or when another program running on your PC has locked the DAO (Database Access Objects) components, a Microsoft technology used by
ActiveWords.
To ensure that ActiveWords is properly installed, please log on as an
Administrative user, close all other running programs, including those running in the system tray (next to the clock on the task bar) and those that may be hidden by the slider on Windows XP before running the ActiveWords
installer.
If you continue to experience this problem after taking the above steps please install the following Windows components
in the following sequence.
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Download and run the vcredist.exe
installer. This is a silent installer and provides no feedback upon completion.
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Download
and unzip daoredst.zip to the root of the hard drive where Windows
is installed, typically, "C:\". Then run Setup.exe from the
"C:\DAOREDST\DISK1\" folder.
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Restart your computer.
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Run the ActiveWords installer.
The following
instructions should only be used where the installation of
vcredist.exe and daoredst.zip fail to resolve the installation
problem:
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Click the Windows Start
menu and select "Run"
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Enter "MSCONFIG"
without quotes and press ENTER, launching the "System
Configuration Utility".
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On the
"General" tab click "Selective Startup" and
UNCHECK all items except "Load System Services" and
"Use Original BOOT.INI".
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Click the
"Services" tab and check the box near the bottom of the
dialog that says, "Hide all Microsoft services".
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Click "OK" and
accept the prompt to reboot your computer.
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Reinstall ActiveWords
when Windows restarts. (The installation should complete and
ActiveWords should run normally.)
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Finally, run MSCONFIG
again and click "Normal Startup" on the "General"
tab. The will reset Windows startup back to normal.
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Click "OK" and
accept the prompt to reboot your computer.
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I get unwanted or doubled characters. What do I do?
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Language Settings - ActiveWords is designed for use with
the US English Language setting. ActiveWords may operate with certain
other Language settings in some cases. Check your Windows Language setting
either in the Language tab of the "Keyboard" Control Panel or in
the "Regional and Language Options" Control Panel. If your setting
is US English please review the other issues below. If your Language setting
is not US English and you are seeing doubled or odd characters when you
type, you can first try turning off the ActiveWords Buffer as noted below.
If turning off the Buffer does not resolve your problem then ActiveWords is not compatible with your keyboard settings.
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Keyboard Drivers - If
you are a Windows 95/98/ME user, have a PS2 keyboard connection, and are experiencing
doubled or odd characters when typing, your keyboard driver may be
incompatible with ActiveWords. Changing your keyboard driver to either
"PC/AT Enhanced PS/2 Keyboard (101/102-key)" or "Standard
101/102-key or Microsoft Natural PS/2 Keyboard" should solve the
problem of doubled or odd characters. Note: special navigation keys that may
exist on your keyboard will not function with these standard keyboard
drivers (we suggest you create ActiveWords for these).
Keyboard Drivers: Changing your keyboard driver: From
the Start Menu or Desktop right-click on "My Computer" and select
"Properties." Click on the "Hardware" tab, then click
the "Device Manager" button. Click to expand the listing for
"Keyboard." Right click on the listed keyboard and select
"Update driver." Select "Install from list or specific
location." Select "Don't search. I will select the driver to
install." Uncheck "Show compatible hardware." Select either
"PC/AT Enhanced PS/2 Keyboard (101/102-key)" or "Standard
101/102-key or Microsoft Natural PS/2 Keyboard" from the "Standard
Keyboard" group, complete the driver installation and restart your
computer.
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ActiveWord Buffer -
Systems using non-English language settings may not be
compatible with ActiveWords. Windows 95/98/ME systems with USB keyboards or with
non-standard PS2 keyboards may not be compatible with ActiveWords. Your
system may be compatible if you turn off the ActiveWord buffer. Turning
off the buffer may enable normal ActiveWords functionality.
To turn off the ActiveWord buffer -
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From the ActiveWords MonitorBar Menu, select "Options...".
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Select the tab "Operating Mode".
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Press the "Advanced..." button.
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Check
"Disable ActiveWord buffer"
NOTE: When working with the ActiveWords Buffer turned off, you may need to pause your typing when executing a "Text Substitution" ActiveWord to avoid character overlapping.
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Characters are not showing up in the
MonitorBar when I type.
On Windows
95/98/ME
systems this
problem is typically limited to installations where remote control software
such as SMS or Terminal Services is installed. The solution is to disable
the remote control drivers in the Windows Device Manager and restart your
computer.
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My arrow keys act funny and I use an ATI graphics card.
Some early ATI graphic driver packages install a system tray element
that conflicts with ActiveWords, causing the Insert,
Home, End, and arrow keys
behave strangely. You can turn off this element with no loss
of ATI functionality to mitigate this conflict.
The
conflict is introduced by the ATI system tray icon for quick resolution
switching. To disable this icon: open the "Display" Control Panel,
select the "Settings" tab, click the "Advanced" button.
On the ATI logo tabs, choose "Options" and uncheck the option for
"Enable ATI taskbar icon application".
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The "View ActiveWords" directory does not appear.
The location of the
directory window has been reset due to a power outage or some other event that unexpectedly shut down ActiveWords.
You can fix this as follows:
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Exit ActiveWords.
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Using Notepad.exe, open the AWMonitor.ini
(file locations noted here).
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Scroll down to first listing for "MIR" and change the four settings as follows;
MIR X=25
MIR Y=25
MIR SizeX=400
MIR SizeY=400
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Save AWMonitor.ini and restart ActiveWords.
The first Directory that you open should now be 400x400 pixels in size and be located 25 pixels right and down from the top left of your display. When you resize and move a Directory window the settings will automatically change in the INI file and you should have no further problems.
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ActiveWords
has a problem with Zone Alarm.
Zone Alarm
(version 4 and higher, including the free version) has a default setting to ignore
software simulated keyboard activity to prevent a malicious program from
disabling the Zone Alarm firewall.
This setting causes Zone Alarm to ignore all keyboard activity while
ActiveWords is running because ActiveWords simulates keystrokes.
To use the keyboard within Zone Alarm dialogs you may either;
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Exit
ActiveWords while working within the Zone Alarm dialogs, or,
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Uncheck
the Zone Alarm setting that prevents simulated keyboard
activity. In versions up to 4.4 you turn this off by checking "Disable Keyboard and Mouse Protection" in Zone Alarm's Firewall/Advanced
Settings dialog. In version 4.5 and higher you turn this off by
un-checking "Protect the Zone Alarm client" in the
Preferences tab of the Overview dialog.
Zone
Alarm Version 4.5: ActiveWords will not function properly with
any build of version 4.5 of Zone Alarm earlier than 4.5.538 (release
12/18/2003). We recommend all users with both ActiveWords and Zone
Alarm update to the latest Zone Alarm build 4.5.538 or later. You
should permit access for AWMonitor.exe in the Program settings
of Zone Alarm to allow ActiveWords to call network activity.
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ActiveWords that navigate to sites don't work after
installing Internet Explorer 7.
1. Exit ActiveWords.
2. Open the ActiveWords program folder (default location is
"C:\Program Files\ActiveWords").
3. Rename the file "PSAPI.DLL" as "PSAPIxxx.DLL".
4. Restart ActiveWords.
Windows will then use a more current version of this DLL stored in
the System folder and your ActiveWords that call URLs should work.
New installations
using the latest installer should not
experience this issue.
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