FAQ – Frequently Asked Questions
Below you will find answers to misc. frequently asked questions.
Please refer to the individual items in the Support - How to menu for help on how to install, update or uninstall DocTools add-ins.
I have been looking for specific information on this website but did not find it. What can I do?
I have clicked a green Download button to get one of the free add-ins but nothing was downloaded. What can I do?
As explained on the download pages for the free add-ins, the file will not be downloaded directly. An email with a download link will be sent to the email address you specify.
You must provide a valid email address in order to receive the email.
If you provided a valid email and if the email with the download link does not appear in your mail box within a few minutes after you clicked the green button, then please check your spam or junk email folder to check whether the email is found there. The email contains a link that will download the file.
If the email still wasn't found, check whether your mailbox is full. If that is the case, free some space and try again.
I have installed a free trial version of a DocTools add-in - what happens when the trial period ends?
The trial period starts the date you install the trial version. The 15 days will count from that date.
A few days before the trial period ends, a dialog box will automatically open when you start Word, telling that you are using a trial version of the add-in. The dialog box will tell how many days are left. The trial version will work until the dialog box tells that the trial period has ended.
- If you want to buy a license for the add-in:
The dialog box that opens automatically includes a Buy Now button that goes to the product-specific page on this website from where you can start the secure order process. You can use that button if you decide to buy license(s) for the add-in. A Buy Now button is also found in the About dialog box you can open from the Help menu of the add-in in Word. You can also go to the product-specific page at this website directly via an Internet browser to start the secure order process.
When you have received the zip file with the full version after the purchase, install the add-in following the installation instructions. The installation will automatically replace the trial version with the full version.
- If you do not want to buy license(s) for the add-in:
You should uninstall the trial version when the trial period has ended. Follow the instructions that were delivered with the trial version or follow the instructions at Uninstall an add-in.
Note that you can purchase and install the full version of an add-in before the trial period has ended if you wish.
IMPORTANT - If there are problems with the trial period, for example, if a message tells that the trial period has ended already the first time you start Word after you have installed the trial version, please contact DocTools. Please use the same name and email address you used when downloading the trial version. Also include information about which version of Word you are using and which country is set in the regional settings on your computer.
I have purchased an add-in and can see that a newer version is now available - how do I get an update?
You can find the version number of a currently installed DocTools add-in in top of the About dialog box that can be opened from the Help menu/Help group that belongs to the add-in the relevant Ribbon tab in Word.
As a service, you can get minor updates of add-ins for free within 12 months after your purchase. Minor updates ends with another number than ".0" (examples: 3.2 or 3.92). Larger updates will be numbered with ".0" at the end (examples: 3.0 or 6.0).
Before requesting a free update, please check the changelog for the add-in in question. Read the descriptions of changes that are included in the minor update(s) that have been released since your version. If you find that any of the changes could be of relevance for you, you can request a free update. Otherwise, there is no need to update.
How to request a free update:
- Fill in the fields in the Contact form with the following information:
- Enter your Name, Company (if relevant) and Email.
- As the Subject, enter: Request for free update of [name of add-in]
Example: Request for free update of DocTools CrossReferenceManager
- In the Message field, include the order number and order date from the Share-It order confirmation email you received when purchasing the add-in.
NOTE: The name and email specified in the Name and Email fields are expected to be the same as used when purchasing the add-in.
If you want, you can revert to the older version again by installing it again.
I am using a Mac - is it possible to use the DocTools add-ins on Mac instead of PC?
Yes, this is possible. In order to use a DocTools add-in on Mac, you must install Windows and one of the supported Office versions for Windows on the Mac.
All the DocTools add-ins that are available on this website are created for and tested on PC with Windows. In order for the add-ins to work, the operating system must be Windows (not OS X) and the Office version, incl. Word, must be a version for Windows.
For each add-in, you will find information about which Windows versions of Word the add-in will work with.
Windows and Windows versions of Office can be installed and run on Mac computers with an Intel processor. If your Mac was made in 2006 or later, you will most likely be able to run Windows on it.
What are the differences between extracting changes using DocTools ExtractChanges Pro and DocTools ExtractData?
There are many differences between the features of the add-ins DocTools ExtractChanges Pro and DocTools ExtractData and between the extracted results.
For an overview of the main differences, see:
Overview of differences between extracting changes from Word using DocTools ExtractChanges Pro and DocTools ExtractData
Do DocTools add-ins work regardless of the Trust Center Settings in Word?
All DocTools add-ins contain macros. All DocTools macros are created using Microsoft Visual Basic for Applications, also known as VBA. The source code is digitally signed with a Symantec Code Signing Certificate issued to DocTools ApS. A warning will be shown in case an unauthorized person gains access to the source code and the certificate will be broken.
If you are using Word 2010, Word 2013 or Word 2016
The digital signature of each add-in means that users will be able to utilize the functionality even if the macro security level has been set to the highest level and even if the file is not placed in a trusted location. This only requires that DocTools ApS has been added to the list of trusted publishers.
If you are using Word 2007
The Symantec Code Signing Certificate that is used to digitally sign the add-ins is a SHA-256 certificate.
Unfortunately, Word 2007 does not support SHA-256 since this standard is newer than Office 2007. This means that Word 2007 will not be able to confirm that the digital signature is valid. As a result, Word 2007 will not treat an add-in signed by a valid SHA-256 certificate as trusted - and this means that Word 2007 will not allow macros in the signed add-ins to run unless Word's STARTUP folder is added as a trusted location. To do this:
Select Office button > Word Options > Trust Center > Trust center settings > Trusted Locations > Add New Location. Browse to Word's STARTUP folder, select it and click OK to close the dialog boxes (in case the default STARTUP folder location is used, the folder is most likely already trusted). If the STARTUP folder is on a network drive, make sure that you also turn on the Allow Trusted Locations on my Network check box.
Since Word 2007 does not treat an add-in signed by a valid SHA-256 certificate as trusted, you will also need to turn off the Require Applications to be signed by Trusted Publisher option in order to allow the macros in the add-ins to run.
If those special security conditions for Word 2007 are not acceptable, you cannot use the DocTools add-ins with Word 2007.
I have other macros and add-ins installed - can I be sure that the DocTools add-ins do not conflict with my existing macros and add-ins?
It is not possible to guarantee that no conflicts can occur. For example, a macro in either Normal.dotm, in the template attached to the active document or in an add-in could be made with the purpose of hijacking a built-in command in Word so that the custom macro runs instead of Word's built-in command, thereby making the command work differently than normally (this can be useful and practical in some situations). If functionality in a DocTools add-in rely on a built-in command that has been changed by another macro, the DocTools command may not work as expected.
What you can do to find out whether unexpected behavior is caused by a macro found elsewhere
If you experience that a command in a DocTools add-in does not work as expected according to the documentation, you may try the following:
- Try to temporarily unload any other add-ins to find out whether it solves the problem.
- If the problem occurs in a document attached to another template than Normal.dotm, you can test whether the problem also occurs in a new, blank document you create (attached to the template Normal.dotm). If the problem goes away, the problem is most likely caused by a macro in the template that is attached to the document in which you experienced the problem.
- If none of the above reveals what causes the problem, the problem could be in a macro in your Normal.dotm. Check whether your Normal.dotm contains any macros that could cause the problem - e.g. a macro that runs instead of a built-in command as described above.
If the tests above reveal that the problem is caused by a macro in a template (Normal.dotm or another template) or in an add-in, you may be able to solve it by changing/removing the macro. If that is not possible, you may need to leave the situation as is.
If the tests do not reveal what causes the problem, you may contact DocTools for help. Please note that personal support is not available in case of one of the free DocTools add-ins.
I have purchased an add-in. Where can I ask questions about the order (payment, delivery, etc.)?
If you have questions about orders, payment and delivery, please consult the Share-It Customer Care Center.
Is it possible to get a customized version of one of the add-ins?
If you have wishes for new or adjusted functionality in relation to one or more add-ins, you are welcome to send a description of your wishes to DocTools via the Contact form.
Customized versions of add-ins may be offered and developed on a time and material basis.
I think I found a bug in an add-in. Where can I report it?
Please send a description of the issue to DocTools via the Contact form. I will do my best to correct any errors as quickly as possible and make a new version of the add-in in question available.
How do I find Word's STARTUP folder?
See How to find the Word STARTUP folder. You can also open that article from the Support - How to menu.
I cannot see the STARTUP folder. How do I fix that?
By default, some files and folders are hidden. That is true for the Word STARTUP folder. Hidden files and folders must be set to be visible in order to see the folder. See How to make hidden files and folders visible. You can also open that article from the Support - How to menu.
I cannot see the Developer tab in the Ribbon in Word. How do I fix that?
By default, the Developer tab is not shown. See How to show the Developer tab in the Ribbon. You can also open that article from the Support - How to menu.
How do I find out which version of Word I have?
See Find Word version. You can also open that article from the Support - How to menu.
How do I find out whether I have 32-bit or 64-bit Office installed?
See Find Word version. You can also open that article from the Support - How to menu.