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© 2007, Sylvan Software
Sylcount® IV
FREQUENTLY ASKED QUESTIONS
PROBLEM INSTALLING OR UNINSTALLING SYLCOUNT IV
ERROR IS OBJECT VARIABLE OR WITH BLOCK VARIABLE NOT SET
FILE IS READ ONLY ERROR MESSAGE
MISSING OR OUT OF DATE WINDOWS DLL FILES
NORTON ANTIVIRUS OR NORTON SYSTEMWORKS AND Sylcount® IV
NOT ABLE TO VIEW NETWORK DRIVES IN Sylcount®
RUNTIME ERROR 68 AND 76 PATH NOT FOUND
SERVER THREW AN EXCEPTION OR AUTOMATION ERROR
Sylcount® IV RUNS EXTREMELY SLOW WHEN COUNTING FILES
Sylcount® IS NOT COUNTING CORRECTLY
I BELIEVE THERE IS A COUNTING DISCREPANCY BETWEEN SYLCOUNT IV AND A MANUAL COUNT OF MY DOCUMENTS
WORD CANNOT CONVERT TEMPLATE FILE
SYLCOUNT IV IS NOT COUNTING ALL OF MY HEADERS AND FOOTERS IN WORD 2003
SYLCOUNT IV COULD NOT COUNT SELECTED FILES, IT MAY BE A PROBLEM WITH WORD
WORD 2007 AND SECURITY SETTINGS
RUNNING SYLCOUNT IV IN WINDOWS VISTA
PROBLEM INSTALLING OR UNINSTALLING SYLCOUNT IV
Delete the old install file if you have a Download program. The name of the file to delete is: ScIVG20.exe or ScIVLO20.exe. If you have a CD, do not install from the CD. The latest install program is available below.
Download the latest install for your program to a folder on your C: drive. Do Not Save To Your Windows Desktop. See Downloading 101 for complete instructions on downloading a file.
http://www.sylvansoft/allproducts.htm
Locate the
folder where you downloaded the above file. Double click the file. Depending
on whether you are installing a new program, uninstalling an installed
program or a Demo, select Remove. Do not use Control Panel if you have
a program that was installed prior to 9/17/07.
If you received
a CD-Rom or a Download, the installation manual appears on the screen
when you install. Once you have installed Sylcount® you can also find
the installation manual on your hard drive in one of the following locations:
C:\Program Files\Sylvan\ScIVLO\SCREADME.txt. or
C:\Program Files\Sylvan\ScIVGold\SCREADME.txt.
The Instruction Manual is located within the program. Click on the "Program Info and Misc." tab, then click on Sylcount® Help.
Sylcount® IS NOT COUNTING CORRECTLY
Are you using the current version of Sylcount® IV? The latest version 2.0.0 incorporates the latest format codes changes made by Microsoft. If not, you may place an order online.
Are you counting converted files or documents from another word processing program. Sylcount® IV counts Word 97,2000,2002 and 2003 documents only.
Are you comparing Sylcount® to Microsoft Word? Compare alphanumeric characters only without spaces. Microsoft Word counts blank lines. Sylcount® does not count blank lines.
Some occurrences for this message can be the following:
Problem: Files that are saved as .dot (template) files in Word rather than .doc documents are a problem. Word sometimes will give an error message that it cannot convert a template file to rtf. Solution: Resave documents as .doc files rather than .dot template files.
Problem:
New security measures in Windows and Word may block Sylcount. Solution:
Check the "Trust all add-ins and templates" in Word under Tools,
Options, Security, Macro Security, Trusted Publishers.
Select Help in Microsoft Word®, Select Detect and Repair.
For Word 2007, open Word 2007, click the Microsoft Office Button icon, then Word Options, Resources, Select Diagnose under the Run Microsoft Diagnostics section. Select Continue, Start Diagnostics. Or from your Windows Desktop, go to Start, All Programs, Microsoft Office, Microsoft Office Tools, Microsoft Office Diagnostics, Continue or Run Diagnostics Again.
ERROR IS OBJECT VARIABLE OR WITH BLOCK VARIABLE NOT SET
If you have Norton Antivirus, disable the Office plug in from within Norton.
Select Help in Microsoft Word®, Select Detect and Repair.
For Word 2007, open Word 2007, click the Microsoft Office Button icon, then Word Options, Resources, Select Diagnose under the Run Microsoft Diagnostics section. Select Continue, Start Diagnostics. Or from your Windows Desktop, go to Start, All Programs, Microsoft Office, Microsoft Office Tools, Microsoft Office Diagnostics, Continue or Run Diagnostics Again.
Select Help in Microsoft Word®, Select Detect and Repair.
For Word 2007, open Word 2007, click the Microsoft Office Button icon, then Word Options, Resources, Select Diagnose under the Run Microsoft Diagnostics section. Select Continue, Start Diagnostics. Or from your Windows Desktop, go to Start, All Programs, Microsoft Office, Microsoft Office Tools, Microsoft Office Diagnostics, Continue or Run Diagnostics Again.
NORTON ANTIVIRUS OR NORTON SYSTEMWORKS AND Sylcount®
IV
Known problems with Norton products and Microsoft Word can be found at http://support.microsoft.com. Disabling the Norton Office plug in should solve most problems.
Norton Antivirus users may receive this error if using the Norton Office Plug-In. The easiest solution is to disable the Office Plug-In in Norton. If you still experience problems, please go to the Microsoft link below for resolution and follow the "Resolution" instructions.
http://support.microsoft.com/default.aspx?scid=kb;en-us;246018&Product-=wrd20
If the page has moved, search for Knowledge Base article 246018 at Microsoft Support http://support.microsoft.com
For Word 2007, complete information can be found at the following web site:
http://support.microsoft.com/kb/329820/en-us
FILE IS READ ONLY ERROR MESSAGE
Check properties on the file and the folder. Make sure folder is not password protected.
Rebooting your PC may solve the problem.
Click the link below and follow Microsoft's instructions:
http://support.microsoft.com/kb/922849/en-us
When attempting to count documents in Word, you receive the error message "could not open file" and the counting process terminates. Norton antivirus software is blocking access to Microsoft Word. To alleviate the problem, close Norton antivirus software or uncheck all option boxes in Norton. If an Office Plug In box is checked in Norton antivirus software, be sure to uncheck this box.
Complete information can be found at the following web site:
http://support.microsoft.com/kb/329820/en-us
RUNTIME ERROR 68 AND 76 PATH NOT FOUND
Windows may display this error when you have been counting from a floppy or CD drive and there is currently no media in the drive. This may also occur if you have set a default counting folder and the folder is no longer available or has been deleted. The easiest solution to this error is to put a floppy or CD in the drive or recreate a missing folder.
Select Help in Microsoft Word®, Select Detect and Repair.
If that does not eliminate the error message, go to the Sylcount® IV folder and delete the ScIVGold.cfg or ScIVLO.cfg file. You will have to set up your counting and billing options again when you delete this file.
If that does not eliminate the error message, another program may have deleted or moved some of Sylcount®'s program files.
Go to Start
and Run in Windows and type regedit.exe
Double click on regedit.exe, then H_Key Current User, Software, then VB
and VBA Program Settings. Highlight the ScIV Gold or LO folder. Click
your right mouse button on the folder, then click delete with your left
mouse button. Your Sylcount® program should run properly.
If you still
receive Runtime Error 68 device unavailable after performing the three
steps above, you may need the msstdfmt.dll file for Windows. Please see
below for "Missing or Out of date dll files."
Select Help in Microsoft Word®, Select Detect and Repair.
For Word 2007, open Word 2007, click the Microsoft Office Button icon, then Word Options, Resources, Select Diagnose under the Run Microsoft Diagnostics section. Select Continue, Start Diagnostics. Or from your Windows Desktop, go to Start, All Programs, Microsoft Office, Microsoft Office Tools, Microsoft Office Diagnostics, Continue or Run Diagnostics Again.
To uninstall the Download or CD versions, connect to the Internet. Double click on the ScIVG20.exe or ScIVLO20.exe file to uninstall or go to My Computer, Add/Remove programs.
To uninstall the floppy disk versions, start Sylcount® IV. Select the Program Info and Misc. tab. Select Move program Authorization Back to Original Floppy Disk. Next, go to My Computer, Add/Remove Programs.
See below Missing or Out of Date Windows Dll Files.
MISSING OR OUT OF DATE WINDOWS DLL FILES
If you receive a message that you are missing files in your Windows operating
system. Please do the following:
Go to http://www.sylvansoft.com/winfiles and download the required file.
Instructions for installing: Copy the required file to the Sylcount® IV directory. Try to run Sylcount® IV. If you receive the same error message, copy the file from the Sylcount® IV directory to c:\windows\system directory then reboot. If using Windows XP, copy to the c:\windows\system32 folder, then reboot. If you receive an error message regarding the same file, go to Start, Run and type regsvr32 "name of file" , i.e. type regsvr32, hit the space bar once and type the name of the required file, then click OK. Reboot your computer.
If you receive an error regarding another file, download that file from the web address above and follow the instructions above for that file.
Please follow the three steps above for each missing file before contacting technical support.
Note: If you receive an error "Load Library Failed" when doing regsvr32, it means that the file is not in the c:\windows\system folder. Recheck the steps above before proceeding.
Note: If you run Windows NT or 2000, you may just need to open an Office program first, close that program and then try to run Sylcount® IV before updating any dll or ocx files. If that does not solve the problem, then follow the directions above with the following exception: The location to paste the dll file will be c:\winnt\windows\system.
NOT ABLE TO VIEW NETWORK DRIVES IN Sylcount®:
You have to map a network drive before you can view it.
Open Windows Explorer, click on your C: drive and click on the "Map
Drive" button, you can assign the remote network drive to a local
drive letter. Then that letter will appear in Sylcount® IV "Drives"
drop down box and you can navigate the remote disk to whatever your permissions
allow.
WORD CANNOT CONVERT TEMPLATE FILE
Word cannot convert a template file to rich text format. Resave your template as a .doc file.
FILE
NEEDS TO BE SAVED USING Sylcount® (rtf) CONVERTER ERROR MESSAGE.
IF YOU ARE NOT THE AUTHOR OF THIS FILE OR FILE IS NOT FROM A TRUSTED
SOURCE, USING CONVERTER MAY POSE A SECURITY RISK.
The solution to the above Microsoft security error is to apply the latest service pack for your version of Microsoft Word or the latest hotfix for the above message.
If you use Word 2002, click the link below and follow instructions:
http://support.microsoft.com/kb/840662
If you use Word 2003, click the link below and follow instructions for the hotfix. The Service Pack link is also available.
http://support.microsoft.com/default.aspx?scid=kb;en-us;837011&Product=wrd2003
For Word 2007 follow instructions and link for Microsoft: Click Here
The latest version of Sylcount® IV solves the above problem. Go to Downloads and download the latest version.
Indicates that you are entering incorrect information in the Password, Product ID and/or Order # fields. If you received this error, please download the latest version of Sylcount® IV before proceeding.
Indicates that you have a corrupt download. Delete the corrupt file and download it again.
SERVER THREW AN EXCEPTION OR AUTOMATION ERROR
Norton Antivirus users may receive this error if using the Norton Office Plug-In. The easiest solution is to disable the Office Plug-In in Norton. If you still experience problems, please go to the Microsoft link below for resolution and follow the "Resolution" instructions.
http://support.microsoft.com/default.aspx?scid=kb;en-us;246018&Product-=wrd20
If the page has moved, search for Knowledge Base article 246018 at Microsoft Support http://support.microsoft.com
Problem: When trying to upgrade your program from the Demo version to the purchased version, you get the above error message when trying to open Sylcount® IV.
Solution: Do not attempt to run the program. It has expired. Run the file you originally downloaded from the Sylvan Software website, i.e. ScIVG20.exe or ScIVLO20.exe Select Upgrade on the screen and enter your "case sensitive" password information from the CD jewel case or email.
Sylcount® IV RUNS EXTREMELY SLOW WHEN COUNTING FILES
Solution:
Disable the Norton Office Plug In from within the Norton Antivirus program.
If that does not solve the problem, disable scanning of Word documents
in Norton Antivirus, because Norton is scanning each document that Sylcount®
is attempting to read and count.
NO INSTALLS CAN BE FOUND IN THE DATABASE. BE SURE YOU HAVE ENTERED THE CORRECT ORDER #, ITEM AND PASSWORD
Re-enter the correct information from the CD jewel case or the email you received at the time of purchase. If you purchased prior to 4/25/05, download the latest version of Sylcount®
Click the
following link to order your password
www.sylvansoft.com/spell-check-line-count-passwords.htm
SYLCOUNT IV IS NOT COUNTING ALL OF MY HEADERS & FOOTERS IN WORD 2003
As of Monday, 8/14/06, our Programming Department has found that Microsoft has made changes to Word 2003 & 2007 via updates to Windows. Microsoft made changes to Word 2003 & 2007 with regard to certain formatting codes only. The format code changes are for the end of page codes and headers/footers which are now completely gone after page one of the document. Sylcount IV does count the document correctly as handed to us from Microsoft. Since Microsoft's documentation and specification sheets, do not correspond with what Microsoft has changed in Word 2003 & 2007 documents, we do not currently have a solution to the problem with regard to the elimination by Microsoft of the afore mentioned format codes.
In light
of this current development, we want to advise you that if you choose
the option in Sylcount IV to include the counting of headers and/or footers,
Sylcount IV will count the headers and footers on page one only.
1. If you have Norton Antivirus, uncheck the Office Plug In check box. McAfee Antivirus software may also have additional Office plug in options. Be sure to set your security options in your antivirus program to allow access to Microsoft Office.
2. If you have Word 2003, you may also need to change security levels within Word. Go to Tools, Options, Security, Trusted Publishers. Check the Trust All Installed Add-Ins and Templates, click OK.
3. Another option is to leave Microsoft Word open when running Sylcount IV.
4. Open Microsoft
Word. Select Help, Detect and Repair.
Open Microsoft Word. Select Help, Detect and Repair.
For Word 2007, open Word 2007, click the Microsoft Office Button icon, then Word Options, Resources, Select Diagnose under the Run Microsoft Diagnostics section. Select Continue, Start Diagnostics. Or from your Windows Desktop, go to Start, All Programs, Microsoft Office, Microsoft Office Tools, Microsoft Office Diagnostics, Continue or Run Diagnostics Again.
"I BELIEVE THERE IS A COUNTING DISCREPANCY BETWEEN SYLCOUNT IV AND A MANUAL COUNT OF MY DOCUMENTS."
To compare counts between Sylcount IV and Microsoft Word, create a counting setup for Sylcount IV to count alphanumeric characters only, with no other counting options selected. Then compare to Microsoft Word's characters with no spaces. Be sure to deselect headers, footers and footnotes in Sylcount IV. Word does not include those in their character count.
Make sure you are creating and counting using the same versions of Microsoft Word with the same Service Packs and updates from Microsoft. Sylcount IV cannot take into consideration any conversion where Microsoft Word has converted from one program to another. The document will have been changed by Word upon conversion or opening.
If you still believe there is a counting difference, you will need to gather all of the information below and send to Technical Support.
1) A problem
document. One or two documents only. X over patient name and
other critical information such as a medical record number. Make sure
that the number of characters in the document doesn't change.
2) A Sylcount
Invoice with "only" the problem document(s) listed and counted
by
Sylcount, with no other documents on the Invoice. The file name on document
you
send must match the file name on the Sylcount Invoice.
3) Send the cfg file along with the problem document(s). The Sylcount IV .cfg file is located at c:\program files\sylvan\ScIVGold or LO, where the name of the file is ScIVGold.cfg or ScIVLO.cfg
4) Indicate which counting/billing option you are using to count the problem document. Please be specific.
5) Along with the Sylcount Invoice and the Sylcount count on that Invoice, you must indicate your manual/hand count as compared to the Sylcount Invoice count. Any difference or discrepancy must be documented exactly. A manual or hand count of the document does not mean that Word's word/line count has been used to compare to Sylcount's count, other than the description above with regard to the alphanumeric character comparison.
Once we've
received all of the information requested, your problem will be addressed
by the technical staff.
YOU RECEIVE AN ERROR MESSAGE WHEN YOU TRY TO OPEN OR TO SAVE A FILE TYPE THAT WAS BLOCKED BY YOUR REGISTRY POLICY SETTINGS IN WORD 2007 OR IN WORD 2003
Click the link below and follow Microsoft's instructions:
http://support.microsoft.com/kb/922849/en-us
When attempting to count documents in Word, you receive the error message "could not open file" and the counting process terminates. Norton antivirus software is blocking access to Microsoft Word. To alleviate the problem, close Norton antivirus software or uncheck all option boxes in Norton. If an Office Plug In box is checked in Norton antivirus software, be sure to uncheck this box.
Complete information can be found at the following web site:
http://support.microsoft.com/kb/329820/en-us
SYLCOUNT IV COULD NOT COUNT SELECTED FILES, IT MAY BE A PROBLEM WITH WORD
Be sure to right click the Sylcount IV shortcut and run as Administrator in Windows Vista.
Open Word 2007, click the Word icon in the upper left hand corner. Select Word Options, Trust Center, Trust Center Settings, Trusted Locations, Macro Settings. Check the box for Developer Macro Settings, Trust Access to VBA project object model.
Run the Word 2007 Detect and Repair by selecting the Word icon in the upper left hand corner of Word. Select Word Options, Resources, Diagnose, run Diagnostics.
--------------------------------------------------------------------------------------------------------"Windows
Vista"
Sylcount
IV must be installed by right clicking the installer file ScIV exe file
and installing as Administrator. After installation, you must right click
the Sylcount IV shortcut and run as Administrator in Windows Vista each
time you count documents.
WORD 2007 AND SECURITY SETTINGS
Be sure to right click the Sylcount IV shortcut and run as Administrator in Windows Vista.
Open Word 2007, click the Word icon in the upper left hand corner. Select Word Options, Trust Center, Trust Center Settings, Trusted Locations, Macro Settings. Check the box for Developer Macro Settings, Trust Access to VBA project object model.
Run the Word 2007 Detect and Repair by selecting the Word icon in the upper left hand corner of Word. Select Word Options, Resources, Diagnose, run Diagnostics.
--------------------------------------------------------------------------------------------------------"Windows
Vista"
Sylcount
IV must be installed by right clicking the installer file ScIV exe file
and installing as Administrator. After installation, you must right click
the Sylcount IV shortcut and run as Administrator in Windows Vista each
time you count documents.
Running Sylcount IV in Windows Vista
Following is the solution to not running Sylcount IV as Administrator each time. Disable the User Account Control in Vista by turning it off. You can disable this by going into the Control Panel, User accounts, Family Safety, User Accounts and turn user account control off.
1-800-235-9455 Tollfree from US & Canada
Sylvan Software
Local: 719-495-7469 Fax: 719-532-9993
Address: 6825 Silver Ponds Heights Road, #111, Colorado Springs, CO 80908
Technical Support
Phone: 719-495-4145 Fax: 719-532-9993