MSPW Troubleshooting
 

 

FAQ and Troubleshooting

 

UNABLE TO CONNECT TO HOST - on login screen (ExxonMobil Computers):

If you receive this message, the application cannot connect to the online database. This is a known issue on some EM computers. EMIT has provided a solution.

Solution

Please install or reinstall Forefront TMG Client from Software Center. Search for "Forefront".

Issue Description

This issue occurs on some EM Home-based computers. EMIT determined that it is caused by a bug in a version of the EM firewall client application “TMG Forefront”. The bug conflicts with the EM Firewall configuration that was added to allow MSPW to connect to the online HTTPS web service. The EM firewall configuration works on most EM computers. Users with the connection issue can resolve it by install or reinstall of the TMG Forefront client from the EM Software Center.

Exception

On a few EM user computers, the TMG Forefront client application is reverting to the version with the bug when the user reboots the computer. The issue returns until the user reinstalls TMG Forefront client from EM Software Center. For these users, there appears to be a problem with their EM computer configuration and update process.

Contact our support team if the two steps above do not resolve the issue.

UNABLE TO CONNECT TO HOST - on login screen (Non ExxonMobil Computers):

If you receive this message, the application cannot connect to the online database.

Please verify the following:

You have the latest version of MSPW installed.

You have rebooted your computer and have an active internet connection.

Your Firewall has Whitelisted the MSPW Web Service URLs - contact our support team to get the URL addresses.

Contact our support team if you cannot resolve the connection issue.

My Files Database -DISCONNECTED:

If you receive this message, the application cannot connect to the online database.

Please verify the following:

You have the latest version of MSPW installed.

You have rebooted your computer and have an active internet connection.

Your Firewall has Whitelisted the MSPW Web Service URLs - contact our support team to get the URL addresses.

EM Users: Please install or reinstall Forefront TMG Client from Software Center. Search for "Forefront".

After Install/Reinstall of TMG Forefront Client = UNABLE TO CONNECT TO HOST or My Files Database -DISCONNECTED:

After you have successfully installed Forefront TMG 2010 you may need the below additional step that you can try or chart with EMIT to have them complete:

1. On your computer start screen search for “IT assist (optibot)”

2. Advanced one click solutions

3. Set proxy tool – run solution

4. Switch to: “Dallas Forcepoint Gateway” – click Update

5. After closing Internet Explorer – Clear IE cookies and cache

This should fix the MSPW connection. If needed, EMIT can assist to complete the above.

Language Translation Improvement:

MSPW includes a Transaltion Audit tool that allows any use to submit translation improvemnts and allows users with the proper permissions to directly edit transaltions.

Translation Audit Instructions CLICK HERE

Compressed (zipped) folder is Invalid - Cannot Extract Zip File:

The below error is due to the ZIP file not downloading correctly. Delete the ZIP file and download again. Verify the ZIP file is greater than 115MB after download completes.

Contact our support team if you cannot resolve the issue.

Mobil Serv PowerWriter is not updating to New Version:

If the version of MSPW you have installed is lower than 2.1.0.23 and the program does not update, you can follow the instructions at the link below to clear and reinstall the program. This should correct the issues.

Clean Install Instructions CLICK HERE

Contact our support team if you cannot resolve the update issue.

Install does not complete:

If the install does not run properly, verify you are using Internet Explorer.

Contact our support team if you cannot resolve the install issue.

PowerWriter will not open after installing new version:

Error Message: "Cannot find the file the shortcut refers to"

If the ZIP file was not extracted into the correct location, you may get the error above.

The problem is that the folder "3DPowerChartEM " and the shortcut "Mobil Serv PowerWriter " must be in a folder named "3DPowerWriter2 ".

To do this: from your desktop you can right click, select New, select folder, name the new folder "3DPowerWriter2". Then move the folder "3DPowerChartEM" into the new folder.

PowerWriter will not open after installing new version:

Desktop Icon is not working:

Follow the steps in this troubleshooting guide to repair your desktop shortcut: CLICK HERE

PowerWriter will not open after installing new version:

You may need to show file name extensions:

1. Open Folder Options by clicking the Start button, clicking Control Panel, clicking Appearance and Personalization, and then clicking Folder Options.

2. Click the View tab, and then, under Advanced settings, clear the Hide extensions for known file types check box, and then click OK.

Please reboot your computer, check your internet connection, and try again.

You can install the Previous Version located at the bottom of the installation page.

Contact our support team if you cannot resolve the issue.

Exported document shows old text instead of the text currently entered in the draft customer benefits and evidence.

To fix this issue: on the DRAFT screen add another recommendation tab, then immediately delete this new recommendation tab. This will update the text in all recommendation tabs for the export.

Export does not complete and may be stuck at 20%.

This can be caused by having a Word file open that has not been saved. Close Word and export again. You may need to reboot your computer.

Recover PowerWriter Documents that were not uploaded to the PowerWriter online database

The documents in your My Files list are stored within your hard drive user profile. If you need to recover documents from an old computer that were not uploaded to the online database you must copy the folder below from your old computer hard drive:

1. “C:\Users\[your username]\AppData\Local\IsolatedStorage”

2. The documents are stored within multiple random named folders below the IsolatedStorage folder. If you copy the entire IsolatedStorage folder we can move the documents into your new computer IsolatedStorage folder.

Error exporting a document

If you receive the error below when exporting a document Close and Reinstall PowerWriter.

Blank Screen When PowerWriter Opens

If you see a blank screen after logging in or after creating a new document:

1. Delete the folder "3D PowerWriter 2" on your desktop.

2. Delete the file(s) in the following folder: “C:\Users\[your username]\AppData\Local\IsolatedStorage”.

3. Reinstall PowerWriter

Export Error: on Preview and Export of a document created in a previous version

If you receive an error when trying to preview or export a document created in a previous version, follow the steps below:

1. Upload the document to the online database. Be sure the document uploaded successfully (you will see a confirmation message and you can search the database to be sure the document is online.

2. Delete the document from your My Files list.

3. Search the database and download the document.

WHITELISTING BLOCK - PROCESS: 3DPOWERCHARTEM.SHELL.EXE

If you receive the blocking message below when launching PowerWriter from the icon on your desktop, please follow the instructions below:

Please contact EMIT. Include the description attachment file with your request. A local operation team in your location site will contact you to get the proper policy update. The issue is due to Home Base user computers not properly updating the security policy. You can also try to connect your laptop directly to ExxonMobil Network in the office then the policy will be updated to your laptop automatically.

The tickets below were created and solved for users with this issue. EMIT help desk can refer to these tickets for information.

INC000006916800 < 3D PowerWriter 2.>: <Install Issue> SoPac-End User Services-Melbourne
INC000006917629 < 3D PowerWriter 2.>: <Install Issue> US Home Based Office
INC000006917538 < 3D PowerWriter 2.>: <Install Issue> North Asia-End User Services

REQ000013825635 < 3D PowerWriter 2.>: <Install Issue> Whitelisting-Blocked Software Help request

MIRCOSOFT .NET 4.5 MISSING

If you receive an error when launching the application, please verify you have installed the PREREQUISIT Microsoft .NET Framework 4.5 from GME User Tools

Language Selection.

MSPW supports many languages. There are 3 options for selecting a language.

1. When you install the program it asks you to select your language.

2. After the installation is complete you can go to the Settings menu and select your preferred language. You can also select the translation level: A. Light language translation (document content only) or B. Full language translation (all screens, menus and document content).

3. You can select a language per document you create by changing the language setting when you start a new document.

Downloaded Install (ZIP) file is not valid.

Verify the file size is more than 150MB. If not, delete the file and download again making sure it is at least 150MB in size.

Interop Error When Exporting to Word

If you receive the following error when exporting to Word please verify your Microsoft Office Install. You may need to reinstall or repair the Office Installation.

Unable to cast COM object of type 'Microsoft.Office.Interop.Word.ApplicationClass' to interface type 'Microsoft.Office.Interop.Word._Application'. This operation failed because the QueryInterface call on the COM component for the interface with IID '{00020970-0000-0000-C000-000000000046}' failed due to the following error: No such interface supported (Exception from HRESULT: 0x80004002 (E_NOINTERFACE)).

Microsoft Support Article

The EXE the Shortcut refers to is missing - Virus/Malware Protection is removing the EXE

During the install and during the automatic update of MSPW, some Virus/Malware Protection may incorrectly remove the MSPW EXE. Have your IT administrator whitelist the MSPW EXE in your Virus/Malware Protection System.

The cause is the virus/malware protection on your computer is removing the MSPW exe file after it updates. Your IT department must create an exception for the MSPW desktop folder “3DPowerWriter2” and/or the MSPW exe file “C:\Users\[username]\Desktop\3DPowerWriter2\3DPowerChartEM\3DPowerChartEM.Shell.exe”.

Evidence Edit Toolbar: Turn On/Off

You can turn on/off the edit toolbar in the Evidence and Appendix screens by clicking the icon with the "Aa" at the top left of the section. Note: When the Edit Toolbar is On the evidence section will grow to fit the screen height. When the Edit Toolbar is Off the Evidence sections will grow to fit the content.