Rubriq Word Add-in (WAI) Troubleshooting Guide For Support (CS agent Viewable Only)

Rubriq Word Add-in (WAI) Troubleshooting Guide For Support (CS agent Viewable Only)

 

For any issues related to the AJE Digital service itself (e.g., problems with the returned file), please see the Digital Editing Annual Plan Support Guide.

That guide has the following topics:

  • The customer's file cannot be processed (i.e., a red circle and "x" appear after the file has "been edited".)
  • The customer's file has been returned in the wrong English style ( British English instead of American English or vice-versa.)
  • The customer cannot pay with credit card or PayPal, and still wants to sign up for a Digital Editing Annual Plan (Note, this will change when Paddle takes over subscription payments).
  • The customer wishes to delete digitally edited files from their account

 

For troubleshooting specific to the Word Add-In

 

Customer-facing instructions on installing and uninstalling (link out of date)

Customer-facing instructions for the "Unsupported Office Version" issue  (link out of date)

List of error messages that a customer might see  (Links to internal spreadsheet)

 

 

 

 

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