Author Topic: Microsoft Word Version 1907 killing form letters  (Read 96 times)

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Offline Jim Jensen

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Microsoft Word Version 1907 killing form letters
« on: August 13, 2019, 04:28:10 pm »
Applied has verified that a recent update to MS Word (version 1907 Build 11901.20176) Office 2016 or Office 365 are causing form letters to open as read-only and cannot be edited. PMR 379725.
Jim Jensen
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Offline Jan Regnier

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Re: Microsoft Word Version 1907 killing form letters
« Reply #1 on: August 13, 2019, 04:42:18 pm »
I was just going to post the same info....

You can use them - you have to go to ADD-INS and then SAVE and then the document can be edited. 

This just happened today to us....not sure when it started but today was the first day someone tried to use our manual invoice formletter and found the issue.  They must be getting lots of calls because it is being escalated. 

We have office 2016 16.0.11901.20070.
« Last Edit: August 13, 2019, 04:44:12 pm by Jan Regnier »
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Offline Jim Jensen

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Re: Microsoft Word Version 1907 killing form letters
« Reply #2 on: August 13, 2019, 05:06:42 pm »
Ok, I see that using your workaround, you can go on and edit the letter, but it appears that it won't save to TAM. So we still have to manually save it as a different doc and manually attach in TAM - right?

I was just going to post the same info....

You can use them - you have to go to ADD-INS and then SAVE and then the document can be edited. 

This just happened today to us....not sure when it started but today was the first day someone tried to use our manual invoice formletter and found the issue.  They must be getting lots of calls because it is being escalated. 

We have office 2016 16.0.11901.20070.

Jim Jensen
CIC, CEO, CIO, COO, CFO, Producer, CSR, Claims Handler, janitor....whatever else.
Jensen Ford Insurance
Indianapolis

Offline Ric

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Re: Microsoft Word Version 1907 killing form letters
« Reply #3 on: August 14, 2019, 10:02:35 am »
Same here.  I felt like the guinnea pig on Monday when we started working with A$ techs last Thursday.    It has been given the highest priority to fix.  PMR # 379725

Anyone have an update?
Ric Tucker
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Offline Jeff Zylstra

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Re: Microsoft Word Version 1907 killing form letters
« Reply #4 on: August 14, 2019, 10:11:01 am »
Below is the email I received when I reported it.  Not very convenient, but workable.  Applied seems to have a fair number of issues with their interface with Word when it comes to Word updates.

I am emailing you to inform you that your case will now being handled by our Escalation Team. I have submitted a PMR (program modification request) on your behalf for escalation to review. The original PMR number to reference is 379725
Escalation will be reaching out to you with any updates on the issue.

With that being said, I will be closing out our original case. You will receive an email stating that the case has been closed, but do not be alarmed, as Escalation will now be in charge of the PMR.


As a temporary workaround, you can open up the formletter, copy all of its contents into a blank Word document, edit it as necessary, then attach the word document to the customer/policy.

I know this isnít the best workaround, but it is unfortunately the only alternative at this time.
« Last Edit: August 14, 2019, 10:13:01 am by Jeff Zylstra »
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Offline Ric

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Re: Microsoft Word Version 1907 killing form letters
« Reply #5 on: August 14, 2019, 10:35:02 am »
Ahhh Yup Jeff,

That's pretty much what we got too.

On Friday I was told someone would be calling me.  4 business days later?????

(crickets)


Ric Tucker
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J A Mariano Agency
TAM 14.0.2, 13 users, Windows 2012 Server, Windows 7 Pro 32-bit workstations
fax@vantage 9.0.5,
Acoustic guitar, drums, percussion
Internet Exploder 11, Office 2010

Offline Charlie Charbonneau

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Re: Microsoft Word Version 1907 killing form letters
« Reply #6 on: August 14, 2019, 10:46:17 am »
We're in the same boat as well with Office 2016 & 2019(365). Same email, same escalations.  Interestingly enough, I ran closeday from my computer (2019) and it processed and printed the automatic letters just fine, so there's that.   Thankfully we still have mostly Office 2013 on most computers and that works just fine for now...

I wondered if it was AS's insistency on using RTF files instead of DOC files, but it keeps pointing to a permissions issue between AS Word and MSVB...
Charlie Charbonneau
GBMB Insurance
San Antonio TX.

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Offline Jim Jensen

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Re: Microsoft Word Version 1907 killing form letters
« Reply #7 on: August 14, 2019, 10:50:42 am »
They're taking names and user counts and adding us all to the same PMR. At least by the time I called it was a quick "known issue" response and already sent to the escalation team. Can't so easily just 'roll back' the MS update anymore either.

Same here.  I felt like the guinnea pig on Monday when we started working with A$ techs last Thursday.    It has been given the highest priority to fix.  PMR # 379725

Anyone have an update?
Jim Jensen
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Jensen Ford Insurance
Indianapolis

Offline Bob

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Re: Microsoft Word Version 1907 killing form letters
« Reply #8 on: August 14, 2019, 11:42:59 am »
Don't miss this stuff at all.   8)
Bob Connor
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Offline Charlie Charbonneau

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Re: Microsoft Word Version 1907 killing form letters
« Reply #9 on: August 14, 2019, 11:48:29 am »
Curious, is this affecting Epic as well?  Or only TAM?
Charlie Charbonneau
GBMB Insurance
San Antonio TX.

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Offline Jeff Golas

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Re: Microsoft Word Version 1907 killing form letters
« Reply #10 on: August 14, 2019, 12:02:05 pm »
Curious, is this affecting Epic as well?  Or only TAM?

^^ What he said.

Also - for those on Office365, keep in mind you can change the update channel for Office. I'm on the semi-annual channel so my build is still currently 1902, although I know there were some major Word security flaws announced yesterday that may be getting patched.
Jeff Golas
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Offline Jan Regnier

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Re: Microsoft Word Version 1907 killing form letters
« Reply #11 on: August 14, 2019, 03:23:30 pm »
Jim - it saved in TAM.

Ok, I see that using your workaround, you can go on and edit the letter, but it appears that it won't save to TAM. So we still have to manually save it as a different doc and manually attach in TAM - right?

I was just going to post the same info....

You can use them - you have to go to ADD-INS and then SAVE and then the document can be edited. 

This just happened today to us....not sure when it started but today was the first day someone tried to use our manual invoice formletter and found the issue.  They must be getting lots of calls because it is being escalated. 

We have office 2016 16.0.11901.20070.

Jan Regnier
Regnier Insurance Services, Highland, IN 6 Users
TAM V2017 HF3, MS 2012 R2 Server, Windows 10 PRO WS; MSOffice 2016

Offline Jim Jensen

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Re: Microsoft Word Version 1907 killing form letters
« Reply #12 on: August 14, 2019, 04:45:13 pm »
Hmmm - I tried and it did not save in TAM. Will have to try again. I was really excited to see my computer applying updates when I restarted it today. "Great, now what will quit working?"

Jim - it saved in TAM.

Ok, I see that using your workaround, you can go on and edit the letter, but it appears that it won't save to TAM. So we still have to manually save it as a different doc and manually attach in TAM - right?

I was just going to post the same info....

You can use them - you have to go to ADD-INS and then SAVE and then the document can be edited. 

This just happened today to us....not sure when it started but today was the first day someone tried to use our manual invoice formletter and found the issue.  They must be getting lots of calls because it is being escalated. 

We have office 2016 16.0.11901.20070.

Jim Jensen
CIC, CEO, CIO, COO, CFO, Producer, CSR, Claims Handler, janitor....whatever else.
Jensen Ford Insurance
Indianapolis

Offline Ric

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Re: Microsoft Word Version 1907 killing form letters
« Reply #13 on: August 15, 2019, 08:46:59 am »
We're in the same boat as well with Office 2016 & 2019(365). Same email, same escalations.  Interestingly enough, I ran closeday from my computer (2019) and it processed and printed the automatic letters just fine, so there's that.   Thankfully we still have mostly Office 2013 on most computers and that works just fine for now...

I wondered if it was AS's insistency on using RTF files instead of DOC files, but it keeps pointing to a permissions issue between AS Word and MSVB...

Charlie, similar to your letters in Close Day, I run a series of five marketing letters each week through the Wizard in Reports . They ran and printed okay but did not save.  I then ran another Wizard to add the Activities to the clients. 

Another annoying step (X5) each week but for now it's something that is manageable.

RT
Ric Tucker
Manager of Information Systems
Past President, New Jersey Chapter

J A Mariano Agency
TAM 14.0.2, 13 users, Windows 2012 Server, Windows 7 Pro 32-bit workstations
fax@vantage 9.0.5,
Acoustic guitar, drums, percussion
Internet Exploder 11, Office 2010

Offline Ric

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Re: Microsoft Word Version 1907 killing form letters
« Reply #14 on: August 15, 2019, 09:42:18 am »
The problem has been fixed!

I would imagine a Microsoft Office update that was processed last night fixed the problem
i.e. this morning one of our staff started a letter, she was surprised when she did not see it marked "Read Only"
She was able to process the letter and SAVE it

I also ran a test letter and it saved okay

We use WSUS to deploy Microsoft updates including Office.  We're on Office 365.

I'm trying to find the Office 365 updates that were processed yesterday/last night but I'm not having much luck in WSUS.  Feel free to share a search or suggestion and I'll be happy to let you know what updates were installed.

Ric
Ric Tucker
Manager of Information Systems
Past President, New Jersey Chapter

J A Mariano Agency
TAM 14.0.2, 13 users, Windows 2012 Server, Windows 7 Pro 32-bit workstations
fax@vantage 9.0.5,
Acoustic guitar, drums, percussion
Internet Exploder 11, Office 2010