Fix Common Problems

Installation

[+] While trying to install FormDocs, I get a message, "Invalid registration code or licensee name", or "the license you provided is not compatible with this FormDocs product".
The licensee name and registration code that you were provided are correct.

You must enter them exactly character for character otherwise it will fail. If you are doing a copy/paste of either then you may be picking-up an extra space character which will also cause it to be rejected.

Finally, your licensee name and registration code are tied to the specific FormDocs product and version you originally purchased; if you try to apply your license to a different product or version then it will be rejected.
[+] While trying to install FormDocs, I get one of the following messages "file cannot be found" or "an installation file is missing or inaccessible".
FormDocs Setup is being blocked by your computer's security settings. To un-block FormDocs Setup open your Downloads folder using File Explorer, right-click on the FormDocs download file (fdw*.exe) and choose 'Properties', then check the box or button to 'unblock' it.

Next, if you have third-party security software installed, refer to that product's documentation to learn how to unblock or "whitelist" FormDocs.

Finally, close and restart FormDocs Setup.

Note that FormDocs software downloaded from our website is guaranteed to be virus-free and is protected by the highest levels of digital certificate and digital signing.
[+] While trying to install FormDocs, I get one of the following messages "file cannot be copied or installed" or "folder cannot be created".
FormDocs Setup is being blocked by your computer's security settings.

If you use Windows Defender on Windows 10, and have the Controlled Folder Access feature enabled, you will need to grant FormDocs permission to access protected folders. Open Windows Security and then Virus and Threat Protection. Scroll down to 'Ransomware Protection' and click 'Manage'. If 'Controlled Folder Access' is 'ON', click 'Allow an app through Controlled Folder Access', and add FormDocs Setup (setup.exe) to the list.

Otherwise, if 'Controlled Folder Access' is 'OFF' then your third-party security software may be imposing similar restrictions; refer to that product's documentation to learn how to unblock or "whitelist" FormDocs.

Finally, close and restart FormDocs Setup.

Note that FormDocs software downloaded from our website is guaranteed to be virus-free and is protected by the highest levels of digital certificate and digital signing.
[+] While trying to install FormDocs, I get a message reporting that Setup cannot write into the system registry.
FormDocs Setup is being blocked by your computer's security settings. To un-block FormDocs Setup open your Downloads folder using File Explorer, right-click on the FormDocs download file (fdw*.exe) and choose 'Properties', then check the box or button to 'unblock' it.

Next, if you have third-party security software installed, refer to that product's documentation to learn how to unblock or "whitelist" FormDocs.

Finally, close and restart FormDocs Setup.

Note that FormDocs software downloaded from our website is guaranteed to be virus-free and is protected by the highest levels of digital certificate and digital signing.

Licensing

[+] I already purchased a FormDocs license but it still says I have a free or expired trial and it's prompting me to buy it again.
You need to apply your license information and then allow the software to activate over the internet. If you fail to perform both of these steps then the software will remain in demo mode.

If you have FormDocs version 10 or newer, you can use the 'Apply my License' option, which is available on the FormDocs Demo startup screen.

Otherwise, if you have FormDocs version 9.6 or earlier, you will need to re-install FormDocs and enter your license information during setup.

If you recently purchased FormDocs, check your Spam & Trash folders for a FormDocs e-mail containing your license information and step-by-step instructions on how to install and activate your software.
[+] I get a message that my FormDocs license has been installed too many times.
A FormDocs license enables you to install FormDocs onto a limited number of computers. If you exceed that number then you will be prevented from installing FormDocs again. You can free-up FormDocs licenses by un-installing FormDocs from computers you no longer use. To un-install FormDocs: on Windows 10, open Settings and then 'Apps'; on earlier Windows Editions, open Control Panel and then 'Add/Remove Programs'. Select FormDocs in the list of programs and click 'Remove'. During the un-install process you may be prompted by your security software for permission to make an internet connection, which you must allow.

At any time you can visit Get My License Report to view a history of when and where you have installed and un-installed your FormDocs licenses, and learn how many remaining installs you have.
[+] I want to move FormDocs from one computer to another.
First, ensure both computers have a working connection to the Internet. Un-install FormDocs from the current computer: on Windows 10, open Settings and then 'Apps'; on earlier Windows Editions, open Control Panel and then 'Add/Remove Programs'. Select FormDocs in the list of programs and click 'Remove'. During the un-install process you may be prompted by your security software for permission to make an internet connection, which you must allow. When completed, this process frees-up your FormDocs license so that you can install FormDocs onto some other computer.
[+] I lost my FormDocs license information. [+] I lost my FormDocs software.

FormDocs Office (Legacy)

[+] I have FormDocs Office and can't find FormDocs Designer.
First, choose one computer on which to install FormDocs Designer and then un-install FormDocs from that computer via Windows Control Panel 'Add/Remove Programs'. Next, re-install FormDocs from the CDROM or download file.exe; when prompted for what to install during setup, choose to install "Designer & Filler".
[+] I have FormDocs Office with multiple users but not everyone can open and share the same form file.
One or more FormDocs Fillers were not installed correctly. You must follow the instructions in the Network Administrator's Guide, which is displayed during FormDocs Network setup. The document can also be found on your installation media, or in folder C:\Program Files (x86)\FormDocs\networks.txt. The guide explains that you must install FormDocs Filler onto all computers only from the server path that is "...\formdocs\network\client\setup.exe" and not from the CDROM or download file.exe.
[+] I have FormDocs Office and get the message: "The number of concurrent users has exceeded the number of available licenses".
This means too many users currently have the same form file open at the same time. For example, if you have a ten-user license then any form-file can be opened and shared up to ten times at once. With ten instances of the file open at once, an eleventh attempt to open the file will fail. The solution is to have one or more users close the form file. Note that it is also possible that one user has opened the same form file multiple times (check the FormDocs Filler 'Windows' menu); or is running more than one instance of FormDocs Filler on the same PC and opened the same form file in each instance (terminate one instance of the application, or close one instance of the form file); or has forgotten to close the form file; or a PC that has the form file open has hung or crashed thereby keeping the file in a 'stuck-open' state until the PC is rebooted.

e-Mail

[+] Latest (2019) e-mail problem update.
In July 2019, Microsoft made a series of changes to Windows 10 and Outlook which disabled some third-party application's ability to send e-mail. FormDocs was among those applications affected. If your FormDocs has in the past successfully sent e-mail and now suddenly cannot, your PC was likely affected by those Microsoft upgrades. Here's what you can do...

If you purchased Formdocs anytime between January 1, 2019 and September 30, 2019 make a FormDocs support request for the "e-mail fix upgrade" and include your original order number so that your purchase can be verified. You will be sent new software and new licenses. FormDocs purchased after September 30, 2019 includes the e-mail fix plus a number of important new features.

Regardless of when you purchased FormDocs or the version you have, if you are currently subscribed to FormDocs "Software maintenance and upgrade assurance" plan, make a FormDocs support request for the "e-mail fix update". Include the registration code of those licenses covered by the plan. You will be sent new software and new licenses.

If you do not subscribe to FormDocs "Software maintenance and upgrade assurance" plan, you can side-step the incompatibility by rolling-back the most recent Windows, Office, and Outlook updates that were made to your PC*. For example, roll-back to, or re-install, prior versions of Windows, Office, and Outlook which worked with your FormDocs "send e-mail" feature. ( * Note: Rolling back Windows or Office updates may expose your PC to security and stability issues. Do so at your own risk.)
[+] When I try to e-mail a form using Microsoft Outlook I don't get a message-compose window, or the message just sits in the Outbox without being sent, or I get "mail system error 0x80004002".
This problem is caused by a recent Microsoft update. Follow these instructions to repair your mail system:
  1. Close FormDocs.
  2. Open Windows 'Settings'
  3. Open 'Apps'
  4. Select Microsoft Outlook (if available; else choose Microsoft Office) and press "Modify"
  5. When prompted, choose "Quick Repair"
  6. When complete, restart Outlook.
  7. Start FormDocs Filler; open your form and try to send.
[+] When I try to e-mail a form using Microsoft Outlook I get "Mail System Error Number: 0x8004010f. [+] When I try to e-mail a form using any Microsoft Mail (Outlook, Outlook Express, Windows Mail) I get a (different) error message.
First, ensure you have a Microsoft (MAPI) compatible e-mail application like Outlook or Microsoft Mail. Next, open the FormDocs Filler User Guide (on the 'Help' menu) and select the section titled, "Troubleshooting"; follow the instructions in the topic titled, "Solve E-Mail Problems".
[+] I have tried all the fixes described above and still cannot e-mail a form using Microsoft Outlook.
You may have a version of Microsoft Outlook that will not work with FormDocs. FormDocs works with most versions of Outlook, Exchange Server, Office 365, etc. However, there is a Microsoft Store variant of Outlook, commonly pre-installed on new PC's and/or Laptops, that is missing (MAPI) e-mail support for external applications like FormDocs. The only solution is to uninstall this variant of Outlook and install either the retail or Office 365 version of Outlook.
[+] When I try to e-mail a form using Gmail or other web-mail I get an error message.
You need to install 'MAPI connector' software. One such product is Affixa. To obtain a free download for personal use, you can visit www.affixa.com. Downloads for commercial use are available from other vendors.

Document Conversion

[+] Where can I get the "Print to Formdocs" driver?
You can download the driver from here. Note the driver requires FormDocs Scan & Fill to be installed.
[+] The FormDocs Converter is not able to convert my document to FormDocs.
FormDocs converters version 9.6 and below do not convert the following types of documents: PDFs that do not contain ‘live text’; any document that is merely a scanned image of a paper form; Excel spreadsheets. FormDocs converters version 10 and above have no such restrictions and can convert all types of documents.

General

[+] On Windows 10 I get the error message, "File [name] does not exist" or "Unable to access file [name]" when I try to open or save a form file.
A Windows security setting is interfering with opening and saving forms to your “My Documents”, “Public Documents”, “Desktop”, and other folders. The solution is to add FormDocs to the list of applications allowed to write into those folders:

1. In the Windows 10 Search Bar type “Windows Security” and then open the Windows Security App.
2. Click "Virus and Threat Protection" and scroll down to “Ransomware Protection” and click “Manage Ransomware Protection”.
3. If "Controlled Folder Access" is 'ON' then: at “Controlled Folder Access”, click “Allow an App through Controlled Folder Access”; then click “Add an Allowed App” / "Recently Blocked Apps"; then select FormDocs Filler (FDF.EXE) and/or FormDocs Designer (FDD.EXE). Otherwise, if "Controlled Folder Access" is 'OFF' then your third-party security software may be imposing similar restrictions; refer to that documentation to learn how to unblock or "whitelist" FormDocs.

Note that FormDocs software downloaded from our website is guaranteed to be virus-free and is protected by the highest levels of digital certificate and digital signing.
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[+] I get a message "Unable to access the printer".
Some older versions of FormDocs require that you have a 'default' printer configured in your Windows Control Panel under 'Printers'. If you don't have or want a printer connected to your PC then just install any HP LaserJet print driver and then select it to be your 'default' printer.
[+] My Autofill drop-down list works on my computer but not on other computers.
You need to copy to all other computers the 'File DSN' you created for the Autofill. Copy the *.dsn file from "C:\Program Files(x86)\Common Files\ODBC\Data Sources\" folder on your computer to the same path on all other computers. You can optionally open and edit the file in Windows NotePad in order to change the path reference to the database or spreadsheet if necessary.
[+] I want to change the serial numbers I get on my form.
Serial numbers are kept in a file ending in *.fdn and located in the same folder as the form file (*.fdd). First, exit FormDocs. Then open the serial number file in Windows Notepad and carefully edit the values. For example, to re-start the serial numbers at 1000, change the value of "NUMBER=" to "NUMBER=1000", (without the double quotes). Then save the file, exit NotePad, and re-start FormDocs.
[+] I am missing records in my FormDocs file.
On the FormDocs Filler 'Records' menu, choose "Compact File". This will re-organize and re-index the file to its maximum efficiency and restore any lost records.
[+] My problem is not listed here
Learning - If you are trying to learn how to use a feature of the software then the quickest way to obtain that information is to open the FormDocs "User Guide" located on the 'Help' menu. This is the same information you will be sent by FormDocs Technical Support in response to such questions.

Error Messages - If you are receiving error messages then you can send those details to FormDocs Technical Support and receive explanations and solutions.

Best Practices - If you need advice on the best ways to do things, including customizations and integration with other applications, then you can contact FormDocs Technical Support for answers, suggestions, tips, and examples.