EPM® Frequently Asked Questions
Troubleshooting
Why have I received the following message: "The EPM Service cannot be reached? Please make sure you are connected to the internet? when using the Service?
This message will be displayed when there is no connection to the server or network.
Why does "normal.dot" keep popping up after closing out of a Word document?
This indicates that you have a corrupt template file. To correct this problem, follow the steps outlined below:
- In Windows, from the "Start" menu, choose: Start > Search.
- Within the "Search" window, type "Normal. dot", within the "All or part of the file name" field.
- Select [ADVANCED OPTIONS] and select "Search hidden files and folders". Click [SEARCH].
- All instances of "Normal.dot" will appear in the right-hand pane. Select and delete all of them.
Why does the "Disable or Enable Macros" dialog box keep popping up?
Microsoft Office has the "Macro Security" setting set to "Medium," which prompts you whenever there is a chance for a macro to run. If the macro security settings are set to "Low," you will not receive alerts. It is recommended that you keep the macro security to "Medium" but if you feel the need to change the setting to low then follow the steps listed below:
- Open Word.
- From the "Tools" menu, choose: Tools > Macro > Security.
- Only select the "Low" setting if you are running antivirus software on your computer. If you are not running antivirus software on your computer, please keep the setting to "Medium", which will prompt you whether or not to run a potentially unsafe macro.
Why do I still see markups, even though I've "Accepted All Changes," in a document?
You must select "Accept All Changes in Document" and then turn off the view "Markup" feature before signing a document.
To "Accept all changes":
- In Word, from the "Reviewing" toolbar, click on the "Accept Changes" icon
- Choose: "Accept All Changes in Document".
To turn off the view "Markup" feature:
- In Word, from the "View" toolbar, choose: Markup. You will now be able to EPM® without having markups throughout your document
Why am I not able to see the EPM Service toolbar, even though I installed the software?
If you are not able to view the EPM Service in the toolbar, try the following options:
- From the Word toolbar, select View>Toolbars and make sure that EPM seal is selected. If not, select it.
- From the Word toolbar, select Help>About Microsoft Word and [Disabled Items]. If epm.dot is listed, enable it. This is the file for your toolbar.
- If neither option above work, we recommend uninstalling and reinstalling the Microsoft® Office Plug-in.
If you need additional support, please contact customer support at 1-800-870-5348.
Why am I receiving one of the following messages: "Problems with this web page might be preventing it from being displayed properly..." or "Your current security settings prohibit running Active X controls on this page? As a result, the page may not display correctly."?
The cause: The capicom.dll file is not installed. Normally, if the capicom.dll file is not present in the proper directory, the user will be prompted with a window askng if they want to install CAPICOM.
To check for CAPICOM (Windows 2000, ME, SE): In Windows, Expolorer, choose: Start > My Computer > Local Disk (C): > winnt > system32
To check for CAPICOM (WindowsXP): In Windows Explorer, click Start > My Computer > Local Disk (C): > WINDOWS > SYSTEM32
If the prompt to install CAPICOM does not take place, it could mean that the security is set to high or the Active X control and scripting are disabled. To turn the controls back on:
- Open Internet Explorer. From the "Tools" menu, choose: Tools > Internet Options > Security > Custom Level.
- Under "Download signed ActiveX controls", select: "Enable".
- Under "Download unsigned ActiveX controls", select: either "Prompt" or "Enable".
- Under "Active Scripting", select: "Enable".
- Go back to the screen where you received the error message, and look for the prompt to install CAPICOM. If the prompt does not appear and the error message pops up again, the file may need to be installed manually.
How to install your digital certificate onto another computer?
You have the ability to use the same certificate on multiple computers by using the "Import" and "Export" features within the "Certificates" window.
To export to another computer:
- Open Internet Explorer.
- From the "Tools" menu, choose: Tools > Internet Options > Content > Certificates.
- Choose your certificate from the "Certificates" dialog box.
- Click on [EXPORT].
- Follow the prompts through the Export Wizard:
- Select "Yes, export the private key".
- You will need to enter a password of your choosing.
- Enter a name for your certificate and save the file to a convenient location on your computer.
- Once the export has completed, you may relocate the file to a new computer.
To import from another computer:
- Open Internet Explorer.
- From the "Tools" menu, choose: Tools >Internet Options >Content >Certificates.
- Select [Import].
- Follow the prompts through the Import Wizard:
- Click [Browse] to navigate to the location of the certificate you wish to import. You will need to change the "Files of Type" menu to "All Files (*.*)".
- Enter the password you selected during the export process.
- Once the Import has completed, you will receive a message that your Import was complete.
How do I delete a certificate from my computer?
- Open Internet Explorer.
- From the "Tools" menu, choose: Tools > Internet Options >Content > Certificates.
- Select your certificate and click [REMOVE].
Why do I receive an "Access Denied" message whn attempting to login to my EPM account?
Please check to see that you are supplying the correct username and password. Keep in mind that your password is case sensitive.
Why do I receive a "Credit Card Denied" message when attempting to purchase EPMs?
The following is a list of possible reasons why a credit card may be denied:
- Not enough funds in the account
- An expired credit card
- The zip code listed on the credit card account must be the same on your EPM® account
- If your credit card account is not from within the United States
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