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Troubleshooting: MS Word

Installation

• Spider web
• Android
• iOS
• Word
• Google Docs
• Mobile
• Windows
• macOs

1. Close all instances of Word with ⌘-Q.

2. Download the Paperpile app from our spider web and click on it to open up.

3. Drag Paperpile to your Applications equally suggested.

   

4. Open up the app. Wait for the P icon to appear in your menu bar.

   

1. Close all instances of Word with the X button.

2. Download the Paperpile app from our web and click on it to open.

3. Follow the installer instructions to install the app to your desired location.

4. Open the app. Wait for the P icon to announced in your taskbar.

   

How to send the log file

Application logs are very useful for our team to investigate user issues. Please e'er provide the log file when contacting our support team.

Choice 1 - through the Word ribbon (preferred)

Become to Settings and Tools > Transport Debug Data. It should reveal a folder with a file named paperpile-logs.txt. Please attach this file to your message.

Option 2 - through Preferences

• Web
• Android
• iOS
• Word
• Google Docs
• Mobile
• Windows
• macOs

1. Click the P icon in your menu bar.

2. Go to Preferences... > Send Log File. It should reveal a binder with a file named paperpile-logs.txt. Please attach this file to your bulletin.

   

1. Click the P icon in your taskbar.

2. Go to Settings > Send Log File. It should reveal a folder with a file named paperpile-logs.txt. Delight adhere this file to your message.

   

Paperpile displays a "Open up a Word document to add citations" error when a Word document is already open

This error can have various causes from unsupported Word version to an interfering antivirus programme. Please try the following things in the provided club.

• Brand certain you're using a supported version of Word. We only support Word 2016, Give-and-take 2019 and Office 365 on Mac or Windows.

• Close Discussion completely with ⌘-Q (Mac) or X button (Windows) and start it once again. Open a new Discussion document and make sure the Paperpile Word add-in was successfully installed - you lot should see the Paperpile tab adjacent to the References tab. If not, endeavour reinstalling information technology: click the P icon in your taskbar, go to Preferences... > Re-install. Then restart your Discussion again.

  

• Make certain your antivirus is non blocking Paperpile. Disable your antivirus temporarily or add an exception for the Paperpile binder - usually C:\Program Files\Paperpile (Windows).

• Make sure you don't take multiple Office versions installed on your machine. If you do, remove the old version and just keep the latest one.

• (Windows) Make sure both Paperpile and Word are running with the aforementioned privileges (either normal or as admin). Completely close Word (with the X push) and Paperpile (via the P icon in your taskbar, Quit) and run them over again either usually (double-clicking on the apps) or as admin (right click the apps and select Run as administrator).

• (Windows) Practice a clean reinstall of the app.

• (Windows) Practise a "repair" install of your Office. Become to Control panels > Programs > Programs and features, detect your Office installation, correct click, Change and you should see a Repair window. Try the quick repair first and the online repair if the quick one doesn't help.

If none of the above solves your issues, delight contact our support. Provide all data you think relevant, for instance:

• The log file.
• Which verbal Word version are you using? You can find it in Word > About Microsoft Word (Mac) or Word > File > Account > About Give-and-take (Windows).
• Is information technology subscription (Office 365) or standalone (e.yard. Role 2019)?
• Are yous trying to run Paperpile on a dwelling reckoner, or a piece of work computer? Are there perchance whatsoever restrictions past your visitor in place?

Paperpile displays a "Could not complete the request. We did not get the citation information from Word in time." error

This error can have various causes (a corking number of citations in the document, slower computer, using rail changes in Discussion with many unaccepted changes...).

• If using track changes in Word and there are many unaccepted changes, Discussion can become dull and accept as well long to send the data nosotros demand in the Paperpile app. Resolution from MS docs:
  1. Shut all instances of Word.
  2. Restart Discussion, and then open a new blank document.
  3. On theReview tab, selectAll Markup in theTracking group.
  4. Select Marker-up Options (Mac) orShow Markup (Windows), and then prepareBalloons toBear witness only comments and formatting in balloons.
  5. UseFile >Open to open up the problematic document.

How to do a make clean reinstall on Windows

• Close Word. Open Paperpile and go to Settings, click Uninstall. This will uninstall the Word plugin - a part of our application that makes it possible to dispense your Discussion documents.
• Become to the folder where you installed Paperpile (usually C:\Program Files\Paperpile) and run the Uninstall Paperpile.exe. This volition uninstall the Paperpile app.
• Get to your app data folder (unremarkably C:\Users\<user-name>\AppData\Roaming) and look for a Paperpile folder. If found, remove it. (This should be done automatically by the uninstaller but we merely desire to be sure at that place's nothing left from the previous installation).
• Restart your computer.
• Follow the installation steps to install the latest version of Paperpile.

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Source: https://paperpile.com/h/troubleshooting-ms-word/

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