{"id":58958,"date":"2023-12-28T16:35:55","date_gmt":"2023-12-28T16:35:55","guid":{"rendered":"https:\/\/support.ospreyapproach.com\/?post_type=pracctice_guide&#038;p=58958"},"modified":"2024-08-12T16:28:07","modified_gmt":"2024-08-12T15:28:07","slug":"troubleshooting-document-production-browser","status":"publish","type":"pracctice_guide","link":"https:\/\/ospreyapproach2022.wireddemo.co.uk\/support\/guides\/troubleshooting-document-production-browser\/","title":{"rendered":"Troubleshooting Document Production (Browser)"},"content":{"rendered":"<div class=\"card\">\n\n    <p class=\"mb-2\"><strong>Who is this guide for?<\/strong><\/p>\n    <p class=\"mb-0\"><i class=\"far fa-user fa-fw mr-2\"><\/i> <strong>System Supervisors<\/strong> and <strong>IT Administratorss<\/strong><\/p>    \n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">This guide will help identify the most common issues when producing documents via Osprey whilst using the Osprey Gateway and Osprey Web App<\/h2>\n\n\n\n<p class=\"h2 wp-block-paragraph\">Failing to Install\/Uninstall Gateway<\/p>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\">If trying to uninstall the gateway produces an error (or when reinstalling) the most common issue is the ClickOnce deployment tool cache.<\/p>\n\n\n\n<p class=\"is-style-warning wp-block-paragraph\">Deleting this may require any ClickOnce applications to be reinstalled.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To clear the ClickOnce cache<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Delete %LocalAppData%\\Apps\\2.0 folder<\/strong>&nbsp;(Take a backup of the folder first) &#8211; this folder location will be dependant on Windows Version<\/li>\n\n\n\n<li><strong>Uninstall the Gateway.&nbsp;<\/strong>The above command deletes all the ClickOnce cache files, which is used to install and run the Gateway App.<\/li>\n\n\n\n<li><strong>Reinstall the Gateway.<\/strong><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-embed is-type-wp-embed is-provider-osprey-approach-customer-support-amp-training-osprey-academy wp-block-embed-osprey-approach-customer-support-amp-training-osprey-academy\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"wp-embedded-content\" data-secret=\"Gee1rjfqfq\"><a href=\"https:\/\/support.ospreyapproach.com\/guides\/configure-the-office-gateway-app\/\">Installing the Osprey Gateway<\/a><\/blockquote><iframe loading=\"lazy\" class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; clip: rect(1px, 1px, 1px, 1px);\" title=\"&#8220;Installing the Osprey Gateway&#8221; &#8212; Osprey Approach Customer Support &amp; Training | Osprey Academy\" src=\"https:\/\/support.ospreyapproach.com\/guides\/configure-the-office-gateway-app\/embed\/#?secret=bzm07aYb9S#?secret=Gee1rjfqfq\" data-secret=\"Gee1rjfqfq\" width=\"500\" height=\"282\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe>\n<\/div><\/figure>\n\n\n\n<figure class=\"wp-block-embed is-type-wp-embed is-provider-osprey-approach-customer-support-amp-training-osprey-academy wp-block-embed-osprey-approach-customer-support-amp-training-osprey-academy\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"wp-embedded-content\" data-secret=\"dAwmiaPDMJ\"><a href=\"https:\/\/support.ospreyapproach.com\/guides\/osprey-gateway-remote-desktop\/\">Installing the Osprey Gateway (Remote Desktop)<\/a><\/blockquote><iframe loading=\"lazy\" class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; clip: rect(1px, 1px, 1px, 1px);\" title=\"&#8220;Installing the Osprey Gateway (Remote Desktop)&#8221; &#8212; Osprey Approach Customer Support &amp; Training | Osprey Academy\" src=\"https:\/\/support.ospreyapproach.com\/guides\/osprey-gateway-remote-desktop\/embed\/#?secret=YDGXGYI6hp#?secret=dAwmiaPDMJ\" data-secret=\"dAwmiaPDMJ\" width=\"500\" height=\"282\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"h2 wp-block-paragraph\">An Expected Error has occurred<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\">This is usually caused by an issue with the specific document, or with the individual&#8217;s PC. To help identify, we would ask to check if you can run any documents on the machine, and if the same document can open on another machine.<\/p>\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Only specific document(s)<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If a specific document does not open on any machine, this will likely be an issue with the document itself.<br>If the document can be run on other clients, the client may have invalid data within their file, such as a dossier field containing special characters.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the document cannot be run on any client, usually the issue will relate to a dossier field changing location, possibly being removed or moved to a new dossier page. We would suggest reviewing the linked dossier merge fields, and ensuring all are still valid.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>All documents<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If all documents fail to open, we suggest seeing if the documents can be run for another matter.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If documents fail to produce on any matters, right-click on the Osprey Gateway, and select Cleanup Temporary Files.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"356\" height=\"258\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-219.png\" alt=\"\" class=\"wp-image-60951\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-219.png 356w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-219-300x217.png 300w\" sizes=\"auto, (max-width: 356px) 100vw, 356px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"h2 wp-block-paragraph\">Osprey Gateway could not be found<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"610\" height=\"57\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-213.png\" alt=\"\" class=\"wp-image-60938\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-213.png 610w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-213-300x28.png 300w\" sizes=\"auto, (max-width: 610px) 100vw, 610px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Osprey Gateway is a background application that allows Osprey to communicate with Microsoft Word.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This should be automatically running from within your notifications area.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"416\" height=\"163\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-205.png\" alt=\"\" class=\"wp-image-60910\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-205.png 416w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-205-300x118.png 300w\" sizes=\"auto, (max-width: 416px) 100vw, 416px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If it is not running, locate the Osprey Gateway from the Windows Start Menu, and open the application.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"953\" height=\"667\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-206.png\" alt=\"\" class=\"wp-image-60911\" style=\"width:592px;height:auto\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-206.png 953w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-206-300x210.png 300w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-206-768x538.png 768w\" sizes=\"auto, (max-width: 953px) 100vw, 953px\" \/><\/figure>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"h2 wp-block-paragraph\">Osprey Gateway could not be found (Remote Desktop)<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\">If the app is running, Remote Desktop users will need to SIGN IN to the Gateway PRIOR to signing into Osprey. Log out of any Osprey Instances.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Right Click the Gateway Icon, and select Login.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"314\" height=\"246\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-207.png\" alt=\"\" class=\"wp-image-60913\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-207.png 314w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-207-300x235.png 300w\" sizes=\"auto, (max-width: 314px) 100vw, 314px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure your URL is correct. This should read https:\/\/<em>yourfirmname<\/em>.ospreyapproach.com\/main\/<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"306\" height=\"441\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-209.png\" alt=\"\" class=\"wp-image-60917\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-209.png 306w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-209-208x300.png 208w\" sizes=\"auto, (max-width: 306px) 100vw, 306px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can also ask for the Gateway to Remember your credentials, and to Automatically Login at Startup.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Click Login, and then log back into the Osprey browser.<\/p>\n<\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"h2 wp-block-paragraph\">Word Prompts preventing Word from displaying<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When running a document from Document production, if it looks that word is not loading, minimise all windows.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Certain Word documents can include prompts, which appear behind any open Windows. If you receive any Security notices, the below guide will help you configure Microsoft Word.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-wp-embed is-provider-osprey-approach-customer-support-amp-training-osprey-academy wp-block-embed-osprey-approach-customer-support-amp-training-osprey-academy\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"wp-embedded-content\" data-secret=\"jjZVztVEVK\"><a href=\"https:\/\/support.ospreyapproach.com\/guides\/configure-microsoft-word\/\">Microsoft Word Prompts and Warnings<\/a><\/blockquote><iframe loading=\"lazy\" class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; clip: rect(1px, 1px, 1px, 1px);\" title=\"&#8220;Microsoft Word Prompts and Warnings&#8221; &#8212; Osprey Approach Customer Support &amp; Training | Osprey Academy\" src=\"https:\/\/support.ospreyapproach.com\/guides\/configure-microsoft-word\/embed\/#?secret=83TQDbGS75#?secret=jjZVztVEVK\" data-secret=\"jjZVztVEVK\" width=\"500\" height=\"282\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe>\n<\/div><\/figure>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"h2 wp-block-paragraph\">Previous Word process still running<\/p>\n\n\n\n<p class=\"is-style-warning wp-block-paragraph\">By ending the Word process, this will close ALL Word documents currently open. Please ensure any documents are saved before continuing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Right-click on the Windows Taskbar and select Task Manager<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"273\" height=\"137\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-217.png\" alt=\"\" class=\"wp-image-60943\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Select Processes on the left, and Sort by Name<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Locate any Microsoft Word or word.exe programs currently running.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Right-click and select End Task.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"682\" height=\"604\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-218.png\" alt=\"\" class=\"wp-image-60944\" style=\"width:501px;height:auto\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-218.png 682w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-218-300x266.png 300w\" sizes=\"auto, (max-width: 682px) 100vw, 682px\" \/><\/figure>\n<\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"h2 wp-block-paragraph\">Documents opening on another machine<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you are using the Osprey Gateway (RDS) on multiple PCs, ensure you have logged out of the Gateway before logging into the new machine.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If documents are opening on another machine, please ensure you are currently using the Osprey Gateway for Remote Desktops.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-wp-embed is-provider-osprey-approach-customer-support-amp-training-osprey-academy wp-block-embed-osprey-approach-customer-support-amp-training-osprey-academy\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"wp-embedded-content\" data-secret=\"dAwmiaPDMJ\"><a href=\"https:\/\/support.ospreyapproach.com\/guides\/osprey-gateway-remote-desktop\/\">Installing the Osprey Gateway (Remote Desktop)<\/a><\/blockquote><iframe loading=\"lazy\" class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; clip: rect(1px, 1px, 1px, 1px);\" title=\"&#8220;Installing the Osprey Gateway (Remote Desktop)&#8221; &#8212; Osprey Approach Customer Support &amp; Training | Osprey Academy\" src=\"https:\/\/support.ospreyapproach.com\/guides\/osprey-gateway-remote-desktop\/embed\/#?secret=YDGXGYI6hp#?secret=dAwmiaPDMJ\" data-secret=\"dAwmiaPDMJ\" width=\"500\" height=\"282\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe>\n<\/div><\/figure>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"h2 wp-block-paragraph\">Default File Format<\/p>\n\n\n\n<p class=\"is-style-info wp-block-paragraph\">Following a recent Windows update, we are aware that a select number of users have experienced formatting issues when producing and sending documents.<br>The cause has been identified from Microsoft Word switching .docx to .odt format.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To ensure the file format is correct, go to File &gt; Options. Click Save category on the left.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure Save Files in this format: shows Word Document (.docx)<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6a353e5a5ba86&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6a353e5a5ba86\" class=\"wp-block-image size-full is-resized wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"466\" height=\"316\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-214.png\" alt=\"\" class=\"wp-image-60940\" style=\"width:307px;height:auto\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-214.png 466w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-214-300x203.png 300w\" sizes=\"auto, (max-width: 466px) 100vw, 466px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"h2 wp-block-paragraph\">Deleting the normal.dotm Template<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Normal.dotm file is a Microsoft Word Template that stores default settings such as font, font size and document styles. If all documents are not formatting correctly, a new Normal.dotm may need to be created.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure all instances of Word are closed. Navigate to<br>C:\\Users\\&lt;username&gt;\\AppData\\Roaming\\Microsoft\\Templates<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"365\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-221.png\" alt=\"\" class=\"wp-image-60953\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-221.png 1024w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-221-300x107.png 300w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-221-768x274.png 768w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Rename the Normal.dot to Backup.dot and relaunch Word.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A new nomal.dotm will be created, if the issue does not resolve the formatting issues, delete the newly created normal.dotm and rename backup.dotm back to Normal.dotm<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"h2 wp-block-paragraph\">Perform a Word Repair<\/p>\n\n\n\n<p class=\"is-style-info wp-block-paragraph\">You may be prompted to provide Windows Administrator credentials to be able to carry out a Microsoft Office repair. We would advise that you contact your IT team to perform this.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Right-click the&nbsp;<strong>Windows Start<\/strong>&nbsp;button&nbsp;(lower-left corner) and select&nbsp;<strong>Apps and Features<\/strong>&nbsp;(<strong>Installed apps<\/strong> on Windows 11) on the pop-up menu.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6a353e5a5c507&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6a353e5a5c507\" class=\"wp-block-image size-full is-resized wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"210\" height=\"614\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-216.png\" alt=\"\" class=\"wp-image-60942\" style=\"width:139px;height:auto\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-216.png 210w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-216-103x300.png 103w\" sizes=\"auto, (max-width: 210px) 100vw, 210px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Select the Microsoft Office product you want to repair, click the ellipses, and select&nbsp;<strong>Modify<\/strong>.&nbsp;<\/p>\n\n\n\n<p class=\"is-style-info wp-block-paragraph\"><strong>Note:&nbsp;<\/strong>This will repair the entire Office suite even if it&#8217;s just one application you want to repair such as Word or Excel. If you have a standalone app installed, then search for that application by name.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Select the relevant repair option and follow the onscreen instructions to complete the repair.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/support.microsoft.com\/en-gb\/office\/repair-an-office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b\">https:\/\/support.microsoft.com\/en-gb\/office\/repair-an-office-application-7821d4b6-7c1d-4205-aa0e-a6b4<\/a><a href=\"https:\/\/support.microsoft.com\/en-gb\/office\/repair-an-office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">0c5bb88b<\/a><\/p>\n<\/div><\/div>\n\n\n\n<p class=\"h2 wp-block-paragraph\">PC Shut Downs<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When saving documents back into Osprey, you may experience a Windows Prompt asking for the user to shut down the PC.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"554\" height=\"294\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-224.png\" alt=\"\" class=\"wp-image-60965\" style=\"width:350px;height:auto\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-224.png 554w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-224-300x159.png 300w\" sizes=\"auto, (max-width: 554px) 100vw, 554px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"is-style-info wp-block-paragraph\">This is most commonly caused by Word crashing due to memory limitations. This can be resolved by installing Windows 64-bit Office.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To check if you are running 32-bit or 64-bit, open Word, got to File&gt; Account &gt; About Word<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"607\" height=\"99\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-222.png\" alt=\"\" class=\"wp-image-60954\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-222.png 607w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-222-300x49.png 300w\" sizes=\"auto, (max-width: 607px) 100vw, 607px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If this shows 32-Bit, we suggest upgrading to a 64-bit version of Office.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"562\" height=\"71\" src=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/12\/image-223.png\" alt=\"\" class=\"wp-image-60955\" srcset=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-223.png 562w, https:\/\/ospreyapproach2022.wireddemo.co.uk\/content\/uploads\/sites\/2\/2023\/12\/image-223-300x38.png 300w\" sizes=\"auto, (max-width: 562px) 100vw, 562px\" \/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>This guide will help identify the most common issues when producing documents via Osprey whilst using the Osprey Gateway and Osprey Web App Failing to Install\/Uninstall Gateway If trying to uninstall the gateway produces an error (or when reinstalling) the most common issue is the ClickOnce deployment tool cache. Deleting this may require any ClickOnce [&hellip;]<\/p>\n","protected":false},"author":22,"featured_media":0,"template":"","categories":[122,79],"tags":[],"class_list":["post-58958","pracctice_guide","type-pracctice_guide","status-publish","hentry","category-troubleshoot-case-management","category-troubleshoot-browser-issues"],"acf":{"display_as_dashboard_announcement":false,"announcement_title":"","announcement_type":"New feature","announcement_link_text":"Learn more","announcement_image":null},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Troubleshooting Document Production (Browser) - Osprey Approach Customer Support &amp; Training | Osprey Academy<\/title>\n<meta name=\"description\" content=\"This guide will help identify the most common issues when producing documents via Osprey\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/support\/guides\/troubleshooting-document-production-browser\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Troubleshooting Document Production (Browser) - Osprey Approach Customer Support &amp; 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