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AMS360 – It is impossible to work with this document

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System: Win XP Pro SP3
Office 2007 Standard

AMS 360 Message
It is impossible to work with this document, because it is password protected.
Someone must unprotect it (using Document Library) before it can be merged.

You get this message when trying to View or Print an electronic Form in AMS 360.

The solution for this system was a Microsoft Fix It located here or you can download it from my website here.

You can also check your Microsoft Word.  Open the program, click the Office button and click WORD OPTIONS button bottom right and then check to see that it has a User name and initials filled out for the user.  If not, then enter a User Name and Initials, save, close and try again.

 

Update 8/1/2013 – From Vertafore’s Support site (not sure if it’s OK to post this, but here it is, use at your own risk):

Procedure

To resolve this issue, follow these steps:

Warning This article refers to technical methods that require a high level of product knowledge in order to complete the process described. This is not a step-by-step document supplying every detail needed to complete the operation, but rather a document intended for an audience that has advanced computer skills and who merely needs guidance on how to implement these changes for use in this program.

If you feel uncertain about any of the procedures in this article, please contact a technically proficient individual for assistance, or call Vertafore® Support at (800) 444-4813 for immediate assistance, or create a case by using My Vertafore. Please include the DOC ID# for this case.

Step 1: Verify the user name and initials in Microsoft Word. To do this, follow these steps:

  1. Sign off of AMS360.
  2. Start Microsoft Word 2010.
  3. Click the File tab, and then click Options under Help. The Word Options window appears.
  4. On the Word Options page, enter the user name in the User name: field and the initials in the Initials: field under the Personalize your copy of Microsoft Office section.
  5. Click OK.

Step 2: Verify if you running a 32-bit version of Office or a 64-bit version of Office. To do this, follow these steps:

  1. In Word, click the File tab, and then click Help. Verify the version that you are using under the About Microsoft Word section.
  2. Click Exit.

    Note 64-bit Office programs are not supported on any version of AMS360 at this time.

Step 3: Verify that you have the full product installed. To do this, follow these steps.

For Windows 7 and Windows Vista environments

  1. Click Start, click All Programs, and then click the Microsoft Office icon.
  2. Right-click the Office icon, and then click Properties.
  3. Go to the Details tab at the top. If the folder path is similar to C:\Program Files\Common Files\Virtualization Handler, then it’s not the full product install and will not work. You will have to reinstall the Office 2010 product. More: If you downloaded your Office software from a website because all you received was a product activation key, then you may have to go back to the website and locate a download that is greater than the small 2.5MB you received (it’s more like 600-800MB range for the full, complete install).

For Windows XP environments

  1. In Windows Explorer, see if there is a folder path similar to C:\Program Files\Common Files\Virtualization Handler on the drive.
  2. Verify if a file called SFTLDR.DLL is installed in the Windows\system32  directory. If the application is installed on a 64-bit system, look for SFTLDR_WOW64.DLL installed in the Windows\SysWOW64 directory.
  3. Locate the installation (EXE or MSI file) you used to initially install MS Office 2010, if possible. If you downloaded your Office software from a website because all you received was a product activation key, then you may have to go back to the website and locate a download that is greater than the small 2.5MB you received (it’s more like 600-800MB range for the full, complete install).

Step 4: Other steps to resolve the issue

  1. If it’s currently engaged, disable the UAC (User Account Control) mechanism on Windows 7 and Windowa Vista systems for testing. Perform this step at your discretion. you can re-enable it later after testing is complete if desired.
  2. Verify that you have full Administrative rights under Windows (at least for testing, setup, and any installations).
  3. Sign on to AMS360, and retry your workflows.

2 COMMENTS

  1. We are having this issue. We are using AMS 360 and Office 2010 on Windows Server 2008 R2 that is Citrix server XenApp 6.5. Tried running your FixIt but it said that it is not compatible with the OS version. Check in options if the user name and initials were filled in still no luck. Please help figure this out. Tried reinstalling AmS360 and Office suit – still the same.

  2. Here’s how to fix this problem:

    Navigate to C:\Program Files (x86)\Common Files\Microsoft Shared\TextConv\ and rename the file SSPDFCG_X64.cnv to SSPDFCG_X64.OLD.

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