Who is this article for?

Users who want to learn to troubleshoot Word plugin common issues.

No elevated permissions are required.

This article provides guidance for diagnosing common issues with the Office plugin for Ideagen Quality Management.

1. Office protection enabled – document cannot be saved

Scenario: Customers cannot save documents outside of Ideagen Quality Management, or the “Protection enabled” message appears when the plugin is enabled.

1. Create a backup folder if you want to be safe.
2. On the File tab, click Open.
3. Navigate to C:\Users \[user name]\AppData\Roaming\Microsoft\Templates.
4. Delete the Normal template (Normal.dotm).
5. Once deleted, test again. If the issue persists, continue with the following steps.

Check the permissions of the user who downloaded the file. The required permissions are:

• Document module access
• Document read
• Document view
• Attachment save and send

Permissions are assigned to the document based on the user who downloaded it from Ideagen Quality Management. The plugin checks the permissions assigned to the original downloader. If the plugin is disabled, it cannot check permissions and full access is granted to the document in Microsoft Word.

These permissions are inherited from the user who downloaded the file. For example, if User A has all the required permissions and downloads the document, they can send it to User B (via Teams, email, etc.). User B will inherit those permissions and will be able to amend and save the file.

If User A does not have attachment save/send permissions and does not have the plugin installed, they can still download and save the document. However, if User A sends the document to User B who has the plugin installed, User B will see the “Office protection enabled” message and will not be able to save it.

2. Web server status offline

Scenario: The web server status in the plugin shows as offline after installation.

If you are not using SSL:

1. Double-check the C:\Program Files\Gael Ltd\Q-Pulse Word Plugin (x64)\BacchusWord.dll.config file to ensure the endpoint address is correct.
2. You should be able to copy and paste the endpoint address into a browser and receive a blank white screen, confirming it is working.

If you are using SSL:

This behaviour can occur when SSL is enabled. It does not mean the connection is broken; it is a known bug and can be disregarded.

3. Office Word plugin not showing in Microsoft Word

Scenario: The Office Word plugin does not appear in Microsoft Word after installation.

1. Ensure you have installed the correct version, either x64 or x86. You can check which version you need by opening System Information (press the Windows key and search for “System Information”).

2. Open Microsoft Word and go to File, then More, then Options, and select Add-ins.

3. At the bottom of the window, click “COM Add-ins” and then Go. You should see the Ideagen Quality Management Word plugin listed, and you can enable it from there.