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Troubleshooting the Letter System

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

Scenario

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.

Scenario

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.

Scenario

Additional problems while creating multiple templates and running merges within iMIS.

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

Scenario

A message displays telling you that "A field calculation error occurred in record 1."

Reason: This error may occur in MS Word during a mass 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.

Scenario

A message displays that says: "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 in iMIS 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.

Scenario

The following message displays: "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.

See Also

Using the MS Word Letter System for Letter Reports

Authorization for the Letter System

To use the Letter System from the Reports menu

To specify a shared folder for MS Word templates

To create a new letter template

To edit a letter template

To add additional fields to a template

To format letter merge data with field switches

To change the sort order of letters created using the Letter System

To mass merge a letter

To mass merge an e-mail letter (Office 97, 2000)

To mass merge an e-mail letter (Office XP)

To delete a letter

To view a letter or e-mail activity

To disable the Letter System


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