Troubleshooting the Letter System

Following are some examples of problems that may occur with the Letter System.

Blank lines in a MS Word letter or an e-mail message

Reason: A limitation in MS Word may allow blank lines to print even with the Don't print blank lines when data fields are empty option enabled on the Merge window.

Solution: Verify fields are populated.

Unable to activate Merge in MS Word

Reason 1: MS Word is open in another session.

Solution 1: Close all sessions of MS Word before performing a merge.

Reason 2: You have not chosen at least one merge field.

Solution 2: Make sure to select at least one merge field.

Problems while creating multiple templates and running merges within iMIS

Solution: Close MS Word and iMIS, then restart your iMIS application.

Message: “A field calculation error occurred in record 1.”

Reason: This error may occur in MS Word during a mass merge due to additions and deletions of the Normal.DOT template in MS Word.

Solution: Refresh the Normal.DOT originally supplied with MS Word, or regenerate it by deleting it and allowing Word to recreate it.

Message: “GetMergeData - [Sybase][ODBC Driver][Adaptive Server Anywhere]Syntax error or access violation: near “I” in …ADDRESS,Name.CO_ID[I]from Name,Name_...”

Reason: This error may occur during a single customer merge. Our testing has shown this may be due to additions and deletions of the NORMAL.DOT template in MS Word.

Solution: Refresh the NORMAL.DOT originally supplied with MS Word.

Message: “The messaging interface has returned an unknown error. If the problem persists, restart Outlook.”

Reason: This message may occur when the Letter System in iMIS is open and you are trying to send an e-mail.

Solution: Close Outlook.

Message: “This template does not exist in the MS Word folder."

Reason: The template folder is invalid or unavailable.

Solution: If the template folder is located on the client computer, check the complete path to the folder. If the template folder is located on a remote computer, check your network connection.

Letter System is not working

Reason: The Letter System is not fully enabled. Follow these steps to perform additional troubleshooting:

  1. Log on to iMIS.
  2. Select Help > About iMIS.

    3. The About iMIS window opens.

  3. Click System Info.

    4. The iMIS System Info window opens.

  4. Check the value of the ASIWordInt.ocx property.
    • If the value is not loaded, the Letter System option was not selected when iMIS was installed on your client computer.
    • If the value is not loaded (no MS Word), the Letter System option was selected when iMIS was installed on your client computer, but Microsoft Word is not installed.
    • If the value is not loaded (no path), the Letter System option was selected when iMIS was installed on your client computer, and Microsoft Word is installed, but no folder was specified for template files.
    • If the value is not loaded (path error), the Letter System option was selected when iMIS was installed on your client computer, and Microsoft Word is installed, but the folder that was specified for template files is invalid or unavailable.
    • If the value is a number, the Letter System is fully enabled. Contact Support.