Expedition Problem & Solution Information

Title:ERROR: "Microsoft Word" must be installed on the Client Machine
ID:prim24789
Domain:supportKB

Solution Statements

fact: Customer has a supported version of Word on the client machine, but is getting errors when using Letters.
fact: Expedition Professional 10.0
symptom: ERROR:  "Office 97 Not Supported"
symptom: ERROR:  "Microsoft Word must be installed" on the client machine
symptom: Letters module not functioning properly
symptom: Microsoft Word, must also be installed on the Web Server machine.
cause: Multiple versions of MS Word installed on workstation
fix: 1.  Check Control Panel - Add/Remove Programs.  Verify that only a supported version of MS Office is listed there.   The currently supported versions are Office 2003, Office XP (aka Office 2002) and Office 2000.  If there is another version of MS Office is listed, highlight it and choose to remove the version.  After removal, a reboot will be asked for by the operating system.

2.  Once logged back in to Windows, go to Start-Run and type in "regedit".  The following will appear:

3.  Expand HKEY_CURRENT_USER.  Expand "SOFTWARE".  Expand "Microsoft".  Expand "Office". 

4.  The current versions of Microsoft Word that are supported in Expedition 10.0 are 11.0 (Office 2003), 10.0 (Office XP) and 9.0 (Office 2000).  Only one may be on the Client machine, however.  The above example shows version 8.0 (Office 97).  If more than one version of Office is listed in the Registry keys, delete all folders that are listed as versions previous to the highest number.  For example, if a client machine has an 11.0 key and a 9.0 key, delete the 9.0 key (folder).

NOTES:  Editing the registry should be done with the full knowledge of your IT department.  DO NOT perform this operation without an IT person present to observe.  DO NOT delete any other registry keys other than the ones specified in this solution.  Once a registry key is deleted, it cannot be recovered.  If you are unsure as to what to do, please contact Primavera Customer Support at (610) 949-6557. 

5.  Perform the same check on the HKEY_LOCAL_MACHINE.  Expand "SOFTWARE".  Expand "Microsoft".  Expand "Office".  Any keys (folders) that are listed above and beyond the current version used on the machine should be deleted.

6.  Empty the Temporary Internet Files from Internet Explorer.  Clear the Cache from the Java Plug-In Control Panel.

7.  Reboot the client machine.  Log in to Expedition.  Go into a current project's Letters module.  Click on the  icon next to a current letter.  Assuming the document template works correctly, the Letter should open in Word.