Word not displaying Left Custom Pane

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Word not displaying Left Custom Pane
 
Rob Blackin




Posts: 68
Joined: 2016-02-20
Hi,

We're testing the last hotfix 8.9.4453 because we were having the issue where the Left Pane was either incorrectly rendered or not displaying at all on Office 16 version 1803

Now when launching Word we have the following alert showing up

"Some components of [MY PLUGIN NAME] don't support your current configuration of Microsoft Word. Please contact the software vendor for more information"


And the pane on the left does not even get displayed.

We're having this issue on certain machines it does not matter if its 32bit or 64bit version of Office, all running Windows 10.

I was having this issue on my personal machine, but I went away after I reinstalled Office, but I cannot ask my customers to do that.

Is there a reason why this is happening? Our logs files do not show any error neither the adxloader.log

The issue does not affect Excel, Outlook and Power Point

Thanks in advance.
Posted 10 Apr, 2018 16:56:38 Top
Andrei Smolin


Add-in Express team


Posts: 16662
Joined: 2006-05-11
Hello Rob,

In word, choose File | Options to open the Options dialog box. On the General tab of the dialog box, choose Optimize for compatibility. The other option isn't supported in Add-in Express 8. It will be supported in Add-in Express 9 that we are going to publish soon. I'll let you know when it is published.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 11 Apr, 2018 06:38:57 Top
Rob Blackin




Posts: 68
Joined: 2016-02-20
Hi,

So the fix for this is to have the user make a change to the settings in their Word app?
Will Add-in-express 9 fix this without requiring configuration of Word?

Also, I cannot find Optimize for Compatibility on the General tab. (Is there a way to include a screen shot here?)

Also, this is a critical production issue for us.

thanks,

Rob
Posted 11 Apr, 2018 08:40:53 Top
Andrei Smolin


Add-in Express team


Posts: 16662
Joined: 2006-05-11
Rob,

Rob Blackin writes:
So the fix for this is to have the user make a change to the settings in their Word app?


This isn't a fix. This is a way to live with the Office feature unsupported. The feature is: support of multiple monitors with different DPI settings; they introduced it recently. It is still in the development phase. For instance, Outlook doesn't provide it. The feature is available in Office Insider builds and in one build of the Monthly channel. Add-in Express 9 will provide support for the feature, I expect the new version will be available next week.

Here's a screenshot:

User added an image

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 11 Apr, 2018 09:24:16 Top
Rob Blackin




Posts: 68
Joined: 2016-02-20
I have the 1803 version and I do not have that option in my Word.

Is there a way we can get a beta of 9 and see if it fixes our issue? This way if it fixes it we will be good for next week release. If not, we will need to possibly rethink our layout and maybe remove the panel.

Rob
Posted 11 Apr, 2018 09:30:10 Top
Andrei Smolin


Add-in Express team


Posts: 16662
Joined: 2006-05-11
Sorry. No such way exists.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 11 Apr, 2018 09:42:21 Top
Rob Blackin




Posts: 68
Joined: 2016-02-20
Should we be seeing that option in the OPtion Dialog or does it need very 9 to see it?
Posted 11 Apr, 2018 10:02:54 Top
Andrei Smolin


Add-in Express team


Posts: 16662
Joined: 2006-05-11
Hello Rob,

Whether that option is shown or not depends on the Word build used. Try to set 0 or 1 to the value called RenderForMonitorDpi in HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Word\Options. Does this setting affect the issue in any way?

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 12 Apr, 2018 04:34:26 Top
Vittal Aithal




Posts: 1
Joined: 2013-10-14
Hi

Is there a release date for Add-in Express 9 as we are currently affected by this issue with 8.9.4453?

Regards
Vittal
Posted 20 Apr, 2018 05:32:59 Top
Andrei Smolin


Add-in Express team


Posts: 16662
Joined: 2006-05-11
Hello Vittal,

We are going to publish it next week. I'll post a note here when it is published.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 20 Apr, 2018 06:32:19 Top