Word Integration – Troubleshooting (Cloud & On-Premise)

Solutions for common Word Integration issues.

• Word Integration doesn't work with a protected document (Cloud & On-Premise)
• "Unreachable services" error (On-Premise only)

Word Integration doesn't work with a protected document (Cloud & On-Premise)

Symptoms

• The Word icon in Maximizer is visible but disabled.
• Some buttons on the Maximizer tab in Word (for example, Preview) are disabled.

Protected documents look like this:

Solution: turn off Protected View

Note: Do not click Enable Editing.

1. Click the PROTECTED VIEW text.

   

2. Click Protected View Settings.
3. Clear all three options:
   • Enable Protected View for files originating from the Internet
   • Enable Protected View for files located in potentially unsafe locations
   • Enable Protected View for Outlook attachments

If the Protected View bar isn't visible

1. In Word, select File > Info.
2. Click Protect Document and select Enable Editing.

"Unreachable services" error (On-Premise only)

Symptoms

On Maximizer Enterprise 2021 R2 or later, you can sign in to the add-in successfully but then see this error:

Cause

The Word Integration service runs a Linux process in the Windows Subsystem for Linux (WSL) on your Maximizer server. That process has likely stopped.

Solution: restart the service

Note: These steps require access to the server hosting Maximizer. Have your IT team perform them.

1. Make sure the latest Word Integration service is installed on a server running Windows Server 2019 or later. Earlier versions don't include WSL and can't host the service.
2. On the server, click Search, type wsl, and press Enter.

3. In the WSL console, check the service status:

   sudo service redis-server status

4. If it isn't running, start it:

   sudo service redis-server start

5. Type exit and press Enter.

The Word Integration service is now running and the error should no longer appear.

Related articles

• Word Integration – Overview (Cloud & On-Premise)
• Word Integration – Install and Connect (Cloud & On-Premise)
• Word Integration – Insert and Format Merge Fields (Cloud & On-Premise)
• Word Integration – Create, Open, and Update Document Templates (Cloud & On-Premise)
• Word Integration – Preview, Print, and Save Merged Documents (Cloud & On-Premise)
• Word Integration – Create Envelopes and Mailing Labels (Cloud & On-Premise)

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