Customer Support
These resources are provided to help you get the most out of our products and services.
If, as customer, you still have a question about our software, please use our support ticket system.
If you have a sales- or media-related question, please contact us here.
Frequently Asked Questions (FAQs)
Website
Why do I get a message that my browser has scripting disabled?
Like many websites, this website has some features that require the use of scripting (JavaScript, to be exact) in your web browser software. To enable scripting, you need to make a simple adjustment to your browser settings as described below.
Internet Explorer 5.5/6/7
- Select Tools | Internet Options… menu item from the main menu.
- Change to the Security tab at the top of the Internet Options window that pops up.
- From the list of zones at the top of the Security options select the internet icon.
- Select the button near the bottom that reads Custom Level.
- In the new window that pops up, scroll down to the item that reads Active Scripting.
- Select the option marked Enable.
Internet Explorer 5 for Mac
- Select the Preferences menu item in the Edit menu (Mac OS X users select from the Explorer menu).
- Click on the Web Browser tab. Click on the Web Content bullet item.
- Make sure the Enable Scripting box is checked in the Active Content section.
Firefox 1.0
- Select Tools | Options… from the main menu.
- Select Web Features from the left panel of options.
- Select "Enable JavaScript." (You do not need to enable Java, but it is OK if you do.)
- Note: You may wish to install the NoScript extension for Firefox to control which sites can run JavaScript.
Firefox 1.5 and 2.0
- Select Tools | Options… from the main menu.
- Select Content button from the top row of options.
- Select "Enable JavaScript." (You do not need to enable Java, but it is OK if you do.)
- Note: You may wish to install the NoScript extension for Firefox to control which sites can run JavaScript.
Netscape 6.x/7.x (Mozilla 1.0)
- Select Edit | Preferences… menu item from the main menu.
- Click on the Advanced label displayed in the list of options on the left hand side of the Preferences window that pops up.
- On the right hand side select the checkbox marked Enable Javascript for Navigator.
Opera 6/7
- Select File | Preferences… from the main menu.
- Click Multimedia.
- Under the "JavaScript" heading, select "Enable JavaScript."
Opera 8/9
- Select Tools | Quick Preferences… from the main menu.
- Make sure "Enable JavaScript" is checked.
Safari
- Select Preferences from the Safari menu.
- Select Security tab at the top.
- Make sure "Enable JavaScript" is checked.
Pre-sales
What are the system requirements for the software?
The Health Literacy Advisor is an add-in to Microsoft Word XP/2002, 2003, 2007, and 2010 running on a Windows PC (or in Windows on a Mac). There are no specific requirements for the PC beyond that.
The software consists of a global template that is installed into Word's start-up folder so that it is automatically loaded when Word starts.
While running, it uses Word macros to call a custom dll that is installed into its application folder.
If your PC is on a network, you may need to work with your IT staff in order to configure your user rights and Word macro settings in order to properly install and configure the The Health Literacy Advisor. Since it stores configuration information in the HKEY_CURRENT_USER section of the Windows Registry, you will need to be logged into Windows using your own user name.
The software consists of a global template that is installed into Word's start-up folder so that it is automatically loaded when Word starts.
While running, it uses Word macros to call a custom dll that is installed into its application folder.
If your PC is on a network, you may need to work with your IT staff in order to configure your user rights and Word macro settings in order to properly install and configure the The Health Literacy Advisor. Since it stores configuration information in the HKEY_CURRENT_USER section of the Windows Registry, you will need to be logged into Windows using your own user name.
Setup
When I try to download I get the error "The setup files are corrupted."
This is a problem that occurs in many situations with many different software downloads. It is related to your computer environment and not the particular software being downloaded.
The most common solutions are:
The most common solutions are:
- Clear your browser cache: Inside Internet Explorer, simply click on Tools, then Internet Options, then under Temporary Internet Files, click Delete Files, then try the download again
- Disable your anti-virus software, install the software, re-enable the anti-virus
Why must Outlook be closed during Setup?
Microsoft Outlook preloads Word components for use as an editor. Since Health Literacy Advisor is an add-on to Word, all components of Word need to be closed for the Health Literacy Advisor Setup program to properly install the add-in.
Word tells me "The macros in this project are disabled"
To prevent this message, you need to tell Word to trust the installed templates.
In Word 2010:
1. Click the "File" ribbon tab
2. Click "Options" to display the Microsoft Word Options window
3. On the left hand pane, select "Trust Center"
4. On the right hand pane, click the "Trust Center Settings..." button
5. Under the "Macros Settings" section, select the bullet next to "Enable all macros"
6. Click "OK"
7. Exit and restart Word
In Word 2007:
1. Click the round Office button on the top left hand corner of Microsoft Word 2007
2. Click "Word Options" to display the Microsoft Word Options window
3. On the left hand pane, select "Trust Center"
4. On the right hand pane, click the "Trust Center Settings..." button
5. Under the "Macros Settings" section, select the bullet next to "Enable all macros"
6. Click "OK"
7. Exit and restart Word
In Word 2003:
1. Click the "Tools" menu
2. Click "Options"
3. Click the "Security" tab
4. Click the "Macro Security" button (on the lower right)
5. Click the "Trusted Publishers" tab if it's not already active
6. Check "Trust all installed add-ins and templates" and click the OK button
7. Click the next OK button to close the Options dialog
8. Exit and restart Word
In Word XP/2002:
1. Click the "Tools" menu
2. Click "Options"
3. Click the "Security" tab
4. Click the "Macro Security" button (on the lower right)
5. Click the "Trusted Sources" tab if it's not already active
6. Check "Trust all installed add-ins and templates" and click the OK button
7. Click the next OK button to close the Options dialog
8. Exit and restart Word
In Word 2010:
1. Click the "File" ribbon tab
2. Click "Options" to display the Microsoft Word Options window
3. On the left hand pane, select "Trust Center"
4. On the right hand pane, click the "Trust Center Settings..." button
5. Under the "Macros Settings" section, select the bullet next to "Enable all macros"
6. Click "OK"
7. Exit and restart Word
In Word 2007:
1. Click the round Office button on the top left hand corner of Microsoft Word 2007
2. Click "Word Options" to display the Microsoft Word Options window
3. On the left hand pane, select "Trust Center"
4. On the right hand pane, click the "Trust Center Settings..." button
5. Under the "Macros Settings" section, select the bullet next to "Enable all macros"
6. Click "OK"
7. Exit and restart Word
In Word 2003:
1. Click the "Tools" menu
2. Click "Options"
3. Click the "Security" tab
4. Click the "Macro Security" button (on the lower right)
5. Click the "Trusted Publishers" tab if it's not already active
6. Check "Trust all installed add-ins and templates" and click the OK button
7. Click the next OK button to close the Options dialog
8. Exit and restart Word
In Word XP/2002:
1. Click the "Tools" menu
2. Click "Options"
3. Click the "Security" tab
4. Click the "Macro Security" button (on the lower right)
5. Click the "Trusted Sources" tab if it's not already active
6. Check "Trust all installed add-ins and templates" and click the OK button
7. Click the next OK button to close the Options dialog
8. Exit and restart Word
Setup ran OK but there is no HLA toolbar button in Word
Close Word. In Windows, click Start > All Programs > Health Literacy Advisor > HLA Configure Current User. Restart Word; the Health Literacy Advisor custom toolbar button should now be avaiable in Word.
If you are running Word XP/2002 or 2003, look for a new Word toolbar that, like any Word toolbar, can be floating or can be dragged and docked at the top of the Word windowpane:
Floating Toolbar
Docked Toolbar
If you are running Word 2007 or 2010, look on the Add-Ins tab for a new Custom Toolbar:
If you are running Word XP/2002 or 2003, look for a new Word toolbar that, like any Word toolbar, can be floating or can be dragged and docked at the top of the Word windowpane:
If you are running Word 2007 or 2010, look on the Add-Ins tab for a new Custom Toolbar:
Word warns me "...\Word\STARTUP\HLA.dot contains macros"
To prevent this message, you need to tell Word to trust the installed templates.
In Word 2010:
1. Click the "File" ribbon tab
2. Click "Options" to display the Microsoft Word Options window
3. On the left hand pane, select "Trust Center"
4. On the right hand pane, click the "Trust Center Settings..." button
5. Under the "Macros Settings" section, select the bullet next to "Enable all macros"
6. Click "OK"
7. Exit and restart Word
In Word 2007:
1. Click the round Office button on the top left hand corner of Microsoft Word 2007
2. Click "Word Options" to display the Microsoft Word Options window
3. On the left hand pane, select "Trust Center"
4. On the right hand pane, click the "Trust Center Settings..." button
5. Under the "Macros Settings" section, select the bullet next to "Enable all macros"
6. Click "OK"
7. Exit and restart Word
In Word 2003:
1. Click the "Tools" menu
2. Click "Options"
3. Click the "Security" tab
4. Click the "Macro Security" button (on the lower right)
5. Click the "Trusted Publishers" tab if it's not already active
6. Check "Trust all installed add-ins and templates" and click the OK button
7. Click the next OK button to close the Options dialog
8. Exit and restart Word
In Word XP/2002:
1. Click the "Tools" menu
2. Click "Options"
3. Click the "Security" tab
4. Click the "Macro Security" button (on the lower right)
5. Click the "Trusted Sources" tab if it's not already active
6. Check "Trust all installed add-ins and templates" and click the OK button
7. Click the next OK button to close the Options dialog
8. Exit and restart Word
In Word 2010:
1. Click the "File" ribbon tab
2. Click "Options" to display the Microsoft Word Options window
3. On the left hand pane, select "Trust Center"
4. On the right hand pane, click the "Trust Center Settings..." button
5. Under the "Macros Settings" section, select the bullet next to "Enable all macros"
6. Click "OK"
7. Exit and restart Word
In Word 2007:
1. Click the round Office button on the top left hand corner of Microsoft Word 2007
2. Click "Word Options" to display the Microsoft Word Options window
3. On the left hand pane, select "Trust Center"
4. On the right hand pane, click the "Trust Center Settings..." button
5. Under the "Macros Settings" section, select the bullet next to "Enable all macros"
6. Click "OK"
7. Exit and restart Word
In Word 2003:
1. Click the "Tools" menu
2. Click "Options"
3. Click the "Security" tab
4. Click the "Macro Security" button (on the lower right)
5. Click the "Trusted Publishers" tab if it's not already active
6. Check "Trust all installed add-ins and templates" and click the OK button
7. Click the next OK button to close the Options dialog
8. Exit and restart Word
In Word XP/2002:
1. Click the "Tools" menu
2. Click "Options"
3. Click the "Security" tab
4. Click the "Macro Security" button (on the lower right)
5. Click the "Trusted Sources" tab if it's not already active
6. Check "Trust all installed add-ins and templates" and click the OK button
7. Click the next OK button to close the Options dialog
8. Exit and restart Word
Can I install my copy on my laptop and my office PC?
In order to do this you will need to purchase an additional license. Our End User Licensing Agreement states that a single license lets you "install and use this software on a single computer".
Registration
Why am I limited in the number of replacements I can make?
When you first run Setup to install Health Literacy Advisor, it will only run for a few days and will limit the number of replacements you can make. You need to register your copy using the User Name and Key Code you were given when you purchased your license.
How do I register my copy?
Start Word and click on the Health Literacy Advisor toolbar button.
Click on the Help button at the bottom of the Control Center:
Click on the Register button and the bottom of the Help screen to enter the User Name and Key Code you were given when you purchased your license:
So that's: Word -> Health Literacy Advisor -> Help -> Register
Click on the Help button at the bottom of the Control Center:
Click on the Register button and the bottom of the Help screen to enter the User Name and Key Code you were given when you purchased your license:
So that's: Word -> Health Literacy Advisor -> Help -> Register
Contact Us For Support
In order to streamline support requests and better serve you, we use a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online.
Help Desk Support Ticket System