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Troubleshooting XpressDox installations

Existing users of XpressDox:

If XpressDox was showing in your toolbar previously, but is no longer doing so, Word may have disabled the XpressDox add–in. This sometimes happens with Word or Windows updates, or if Word experiences a technical problem, it invariably blames the add–in, and then disables it.
See How to re–enable your XpressDox Add–In


New users of XpressDox:

If you have just installed XpressDox and it is not showing in your Word ribbon, it is likely that there is some problem with your Word installation. Here are a few things to look out for.

The Starter version of Office comes preloaded with new computers

New computers most often have a Starter version of Office 365 preloaded and sometimes when trying to install XpressDox you might see a message saying that Word is not installed. The Starter version is not a full version of Word so although it appears as though Word is installed, it isn’t. XpressDox cannot be installed in this environment.

The most success we’ve had is to completely uninstall this Starter version and install the full version of Office.

Note however that some Office subscriptions are limited to the online version of Office and will therefore not have the option to install the full version locally. But if this is the case, remember that XpressDox can only be installed onto a locally installed Word version.

De-registering the pre-installed copy of Office

If you are still unsuccessful after trying an XpressDox reinstall, we have had some success with the following steps from Google:
Because many vendor machines come pre-installed with a consumer copy of Office pre-installed, simply de-registering the second version could be a solution. To do this, follow these steps:

  • Navigate to C:\Program Files (x86)\Microsoft Office\Office16
  • Run cscript ospp.vbs /dstatus
  • Search within the results for the “Grace edition” and the “Last 5 characters of installed product key:”
  • Run cscript ospp.vbs /unpkey:[productkey] and then restart the PC

Some background information around this scenario

Even when you login to using the user’s credentials to download and install the product, two license keys will be created:

“Office16O365ProPlusR_Subscription1 edition” and “Office16O365ProPlusR_Grace edition”

This happens after Office365 is installed and after you sign in to the first product (i.e. Word, Outlook etc). The Grace key will eventually expire, but will lie dormant for an unspecified period of time. And inevitably it seems will interfere with the credential system, causing issues.

Check that you do not have the Home / Student edition installed

XpressDox requires Office Business edition.

Check for conflicting Add-ins

It sometimes happens that other Add-Ins can conflict with XpressDox. Disable your Add-ins and then enable them one by one until you find the conflict. And then a choice will need to be made!

Re-install XpressDox as Administrator

If you are still not having any success, re-install XpressDox, but be sure that your AV is temporarily disabled (yes, we know that’s scary but we have been in business for many years and we have some huge multi-national customers so you can trust us!) and also be sure that you Run as Administrator.

Refresh your Office installation

The next thing to try is to run a repair on Office, and if that also does not work, you will need to re-install Office. After that, please re-install XpressDox.