CrossWords Support
When I run into a problem running CrossWords, what should I do before contacting CrossWords technical support?
When you call for technical support, please be prepared to fully explain any problem you are having, including the full text of any error message(s) displayed when running CrossWords. The more information you have available, the easier it will be for us to assist you.
There are four main classes of problems: 1) document-specific problems, 2) computer-specific problems, 3) user-specific problems, and 4) installation- or configuration-specific problems.
If you have a document-specific problem, then technical support will almost always request a copy of the original WordPerfect® document (Nondisclosure Agreements are welcome). Also, please determine whether this problem is unique to one document or a whole class of documents.
If you have a computer-specific problem, that is, the problem occurs on one or more computers but not others, then the problem is invariably a corrupted or deleted component (either CrossWords or Word). Sometimes, especially on non-imaged or administrative machines, it is the Word installation that has caused the problem.
If you have a user-specific problem, then the problem may be an issue of network or workstation rights, or the specific user on the workstation may not have either the CrossWords-modified Normal.dot or the CrossWds.dot global template in the Word Startup directory. If the latter, running CWAddMac.exe while logged in as the problem user will solve the problem.
If the problem is organization- or office-wide, then there is most likely either a problem with the installation in your software environment, or a procedural problem with the distribution of CrossWords to the users, or CrossWords has not been correctly configured for your environment.
Below is a general installation/configuration checklist:
-
Does the Normal.dot contain the CrossWords AutoOpen macro?
-
Are the CrossWords global templates in the Word Startup directory (CrossWds.dot, CWMain.dot, WPClean.dot)?
-
If running with a Document Management System, have the settings in the corresponding section of the CrossWds.ini file been set?
-
If using Office XP, did you check the box “Trust access to Visual Basic Project” on the Trusted Sources tab in the Security dialog before installing CrossWords?
-
When installing Office, were the WordPerfect text converters installed (i.e., NOT on “First Use”)?
-
Is the CrossWords ActiveX server, CWHelper.exe, registered?
-
Where is your CrossWds.ini file?
-
Do the users have adequate rights to the CWBackup directory(ies) on the network server(s)?