Troubleshoot common workstation issues
Follow these steps to help troubleshoot and resolve common issues in Engagement Manager.
Text display issues
If fonts in toolbars, menus, tabs, or windows are larger or smaller than the default setting, and text is cut off or missing, make sure your computer display setting is at 100%.
Microsoft Word and Excel appear frozen
Using docking stations, laptops, or mobile monitors can affect the display configuration when open on another device, such as a workstation in the office.
Windows can appear outside of your current display's capabilities, and applications like Microsoft Excel or Word could appear frozen without displaying an error.
Adobe files don't open correctly
Follow these troubleshooting steps to resolve issues with the Adobe Acrobat Add-in.
PDF files don't open in an internet browser in View Mode with Engagement Manager
Follow the steps to troubleshoot viewing PDF files on the web.
Resolve error messages "Unable to save document to GoFileRoom" or "Invalid procedure call at line 300" in Engagement Manager
Follow these steps to if you're receiving the error message "Unable to save document to GoFileRoom" or "Invalid Procedure call at line 300" in Engagement Manager.
- Open the Command Prompt on your computer and enterregsvr32 "C:\Program Files (x86)\GoFileRoom\Common Files\glsZip.dll".
- SelectOKto confirm.
- Open the Command Prompt again and enterregsvr32 "C:\Program Files (86)\GoFileRoom\Common Files\glsZip.dll".
- SelectOKto confirm.
Resolve general Engagement Manager installation issues
Follow these steps to resolve issues with Engagement Manager installation.
- Before you install Engagement Manager, make sure that the User Account Control (UAC) setting is either off or set at the lowest setting, and restart the computer.
- Make sure that the current user account is set as a local administrator for the computer.
Troubleshoot errors with WorkFlow Tools add-ins
Follow these steps to troubleshoot errors with WorkFlow Tools add-ins.
- Open Microsoft Edge and selectTools, thenInternet Options.
- Select theProgramstab, thenManage add-ons.
- Make sure that each of the following add-ins forTHOMSON REUTERS (TAX & ACCOUNTING) INCare enabled:
- gfrPDFModify.PDF
- GoFileRoom.CheckOut
- TR.FileRoom.Client.OfficeAddin
- GFRDownloadClient.Download
- Right-click on each add-in, selectMore Information,Allow on all sites, thenClose.
