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when my customer runs the email version of the rm statements they receive a message "* install Microsoft Word". They are using word templates and some customers are successful but others bring up this odd error. Running GP 2013 R2. My next step is to check the difference between the customers. All should have an email address and be using PDF file extension.
I have a client that is experiencing the same issue that others have described in this post. When running a "mass email" of RM Statements they get random "Install Microsoft Word" errors with some customers. They have monitored the situation over a few months. The customers that are impacted vary from month to month. One month a specific customer works, the next month they might not. If a "problem" customer has a statement emailed as a "one off" then there are no issues.
Word and GP are installed correctly. The customer is running the latest release of GP 2013 with the year end payroll updates.
One of the posts above mentions Quality Report 69645. Do we know if Microsoft has closed this report?
We had the same issue with GP 2013. We print to pdf and email statements, the version of Office is 2010. The issue was SQL which our partner fixed they did not go into details as to what was done though.
That's the first constructive reply for this thread... Would you dare to ask your partner about the technical details to fix that issue ? Maybe the MS fix implies to run some SQL scripts too on top of a GP client hotfix to deploy ...
Any further details would be extremely helpful. Does anyone know if there is a client hotfix from Microsoft or is it just a matter of fixing something in SQL?
I checked and the set default templates is ticked and so is report templates.
Hi Rosemary --
Would you mind asking your partner what they did to fix it? Thank you!
May be its worth try to add user domain ID (i.e. Domainname\personname) on SQL server security and give access to public and Dyn Group for the company and dynamics database and try whether that fixes this issue.
Interesting, Babu. Do you think it is a time-out with the authentication? The sporadic nature makes me think it isn't security. (I'm not familiar with the actual processes GP is going through to call Word but it seems like it would be a setting in XML or something with the Word template.) I'll ask the client about security. Thank you for your reply!
No resolution on this to date and continuous to be a problem with many other clients that we have. We are starting to see the GP 2015 upgrades happen so will keep you all posted if this occurs in GP 2015.
Really interested if someone come up with a solution so FUSTRATING! for one client we ended up with implementing Spindle instead of the word templates due to performance problems
Rosemary the SQL fix would be interesting to know :)
Hi Michael & Lisa,
Just a thought, have you checked the whether correct version Microsoft Office web component is installed on these machines where you email your statements.
Great question! I always install with GP but the client installed themselves on AWS. Could be a missing piece. I'll let you know if that is it! Thanks for the great suggestion!
Any update on this issues. Also please check whether you have installed open XML SDK for MS Office.
Unfortunately, no update yet. I'm hoping to hear from the client in the next few weeks with an update.
Our customer on GP2013 R2 is also having this problem. They are running on terminal server; are all these users with the problem on Terminal Server, by any chance?
Also, I did open a case with Microsoft and here was the last response as of October 2014:
I was speaking with a member on the escalation team which works directly with development yesterday. They have not been able to find the exact issue that is triggering this as it may even be within Word itself, when it is converting the DOCX to PDF. They are still digging into it, but it has so many moving parts and its not just something they can change a line of code on to fix, that its hard to say exactly when they will get it figured out....hopefully you will see a permanent fix soon in one of our next releases!
I found the issue was with the Word Template. The RM Blank Statement must be the default for all debtors. You can test the validity of the template by printing to screen. The Word Template should print rather than the standard report. Also you need to ensure that the Report Destination is set to Template rather than Standard. The Destination does not print with statements in GP2013 12.00.1745
Terry's response provided me the ability to identify my issue, by printing to screen it actually threw an error that indicated my issue was within my footer. I had entered an email address that Word translated to a MailTo hyperlink that the template didn't seem to like, removed the hyperlink and all better. I also received this Word error if a user doesn't have permission to the Messages window and tries to assign a template to a customer.
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