Documentation

SAI Troubleshooting

Handling Error Reports

If an Error Report pops up while using the SAI, click OK to view the Error Log, which can be copied. When contacting Scribe for technical support, please include the error log in your message, along with your operating system and the specific SAI feature(s) you were using. If an error involves a specific file, please include the file as well.

Troubleshooting

Follow these troubleshooting tips if you encounter an error while installing or using the SAI.

SAI Settings

The ScML Template and ScML List files must be set correctly for the SAI to function. To check them, open SAI User Settings and go to the SAI Settings tab. Confirm that the ScML Template is pointing to the location of scr-word-template.dot and the ScML List is pointing to the location of scr-scmllist.txt. If those files are incorrect, use the Browse button to navigate to their locations and select them.

If you do not have those files, download the scml-word-templates zip file and extract its contents. Then place the scr-word-template.dot and scr-scmllist.txt files in a safe location and select them in SAI Settings. For simple organization, create an “SAI” folder on your computer for all SAI-related files.

OneDrive

OneDrive interferes with how Microsoft Word and the SAI understand file paths. If an error occurs while installing the SAI, make sure that the SAI setup folder is not in a folder being synced by OneDrive. Similarly if an error occurs while using SAI tools, make sure that the ScML Template and ScML List files in SAI Settings are not in folders being synced by OneDrive.

Disappearing SAI Button

When running the Restrict Editing tool to lock or unlock all files in a folder, the SAI button may disappear from the ribbon. This is more likely to occur on a Mac. If this happens, close the document and reopen it. If that does not work, close Word, restart the program, and then reopen the file.

Common Installation Errors

When I try to run the installer, I receive an error message that the SAI template cannot be found and that the setup files must be unzipped with the SAI.dotm file in the same directory as the SAI-setup.doc file.

Check that the folder has been unzipped and that SAI-setup.doc is opened from the resulting folder (not from within the ZIP file). The SAI.dotm file must not be moved out of the folder before attempting to run the installer.

If the error message still appears, check that the SAI setup folder is not in a synced location. If you are syncing to OneDrive, for example, this can interfere with running the SAI-setup.doc file. To work around this, move the entire SAI setup folder to a folder that is not being synced and run the installer from there.

If that also does not solve the issue, the setup file may be blocked from running. Check these settings:

  1. Confirm that macros are enabled: In Word, go to File > Options > Trust Center > Trust Center Settings > Macro Settings. Select “Enable all macros.”
  2. Confirm that the SAI-setup.doc file is not blocked: In the unzipped folder, right-click on SAI-setup.doc and select “Properties.” At the bottom right of the General tab, there should be a checkbox for “Unblock.” Uncheck it if it is checked.
  3. Confirm that the setup file is in a location marked as “trusted” for Word: Go to File > Options > Trust Center > Trust Center Settings > Trusted Locations. If your unzipped setup files are not in one of the listed locations, click “Add new location” and add the folder that they are in.

Close and reopen Word, and then run SAI-setup.doc again.

I received a message on start-up regarding a prerequisite step for Microsoft Word Mac versions for 2016 or more recent indicating that I need to place the Applescript helper file manually.

  1. Navigate to /Users/[USERNAME]/Library in Finder. The easiest way to do this is by holding the Alt key while accessing Finder’s Go menu. Library will appear in the list of destinations while the Alt Key is pressed.
  2. Look for the folder “Application Scripts.” If you see “Application_Scripts” (underscore in place of space), rename it to “Application Scripts.” If you do not see the folder at all, create it.
  3. Within “Application Scripts,” find or create a folder called “com.microsoft.Word” (note the capitalization of “Word”).
  4. Copy the file “scrHelperAS.scpt” from the unzipped setup folder into “com.microsoft.Word.”
  5. Restart Word if necessary.

This SCPT file is required for the SAI to function properly in Word 2016 for Mac.

The installer displayed an error message not listed here. / The installer still isn't working after trying other tips.

If the installer crashed while you were attempting to run it, you may have to place the files manually:

  1. Move SAI.dotm into the following folder:

    PC: C:\Users[USERNAME]\AppData\Roaming\Microsoft\Word\STARTUP

    Mac: /Users/[USERNAME]/Library/Group Containers/UBF8T346G9.Office/User Content.localized/Startup.localized/Word/

    (You may not see “.localized” when navigating to the folder in Finder.)

  2. Mac-only: Move scrHelperAS.scpt into the following folder:

    /Users/[USERNAME]/Library/Application Scripts/com.microsoft.Word/

    If you see “Application_Scripts” (underscore in place of space), rename it to “Application Scripts.” If you do not see the folder at all, create it.

  3. Restart Microsoft Word. The SAI should load after a few seconds. (You do not need to run SAI-setup.doc again.)

The installer says that it completed successfully, but the SAI doesn’t appear in my ribbon.

If you do not see the SAI ribbon at all, do the following to ensure that there isn’t a local setting in place disabling add-ins:

PC: Go to the File tab and select Options. Within Options, select Add-Ins and find the Manage drop-down menu. Select Word Add-Ins and click Go. In the dialog box that appears, select the Templates tab and look for SAI.dotm in the list of Global templates. If it is not checked, check it and click OK. This should cause the SAI ribbon to appear.

Mac: Go to the Tools menu and select Templates and Add-Ins. In the dialog box that appears, select the Templates tab and look for SAI.dotm in the list of Global templates. If it is not checked, check it and click OK. This should cause the SAI ribbon to appear.