Guide: Troubleshooting 101 (Common issues)

If you need basic help using the system please see our quick guide found here. You will find help with other issues not listed here by using the links found to the left.


I cannot edit documents
I cannot save my work to the server
Missing fonts
Issues with PDFs
Issues with installation
Issues with TrackChanges
Issues with Export for Word
Administration help



Problem: I cannot edit documents
InCopy crashes or stops working when I try to open a document Solution
Nothing happens when I select to edit a chapter Solution
"You are already editing this chapter. Save the chapter and try again." Solution
"Error: Failed to locate the application, or install plug-ins." Solution
"Error downloading parameter file or download stops at 5% Solution
"Error: An error occurred when launching the application" Solution
"Document is read only and can't be uploaded. Save to server is disabled!" Solution
I cannot see any text or images in the document Solution
Text is missing or has moved Solution
Document downloads but does not open in InCopy Solution
"Error: "No apps are installed to open this type of link (ctrl)" Solution
The cursor isn't set to let me edit text Solution
Missing Plug-ins "CtrlGlobalUtils.InDesignPlugin" Solution



Problem: I cannot save my work to the server
"Error: The chapter is not checked out and can't be uploaded to the server." or "Error: The chapter token is not valid: HTTP 401" Solution
Error message {"status":"error","message":"unauthorized"} when adding a document in InDesign Solution
InCopy/InDesign "gets stuck" while exporting texts when saving to server Solution
InCopy/InDesign crashed, where do I find the file I was working on? Solution



Problem: Missing fonts
InCopy says I'm missing fonts Solution
How do I install fonts for Windows? Solution



Problem: Issues with PDFs
How do I download a PDF containing multiple chapters? Solution
How do I get a PDF without TrackChanges? Solution
Quality of PDFs varies from user to user Solution
Text appears incorrect or is missing from PDFs Solution
"500 - Internal server error" when downloading PDF Solution
Why are there yellow sticky notes in my clean PDFs? Solution



Problem: Issues with installation
What are the system requirements for CtrlPrint? Solution
Understanding CtrlPrint and its components Solution
How do I install Creative Cloud? Solution
How do I install InCopy CC2015 (v.11.4)? Solution
How do I install InCopy CC2017 (v.12)? Solution
How do I install InCopy CC2018 (v.13.1)? Solution
How do I uninstall CtrlPrint? Solution
What do I need to install? Solution
How do I manually install the CtrlPrint plugins for InCopy/InDesign? Solution
Troubleshooting: Mac "CtrlPrint Transfer Manager" can't be opened because...(unidentified developer/malicious software) Solution



Problem: Issues with TrackChanges
I can't see TrackChanges in InCopy Solution
I cannot accept or reject changes Solution
How do I give other users the ability to accept all changes? Solution
How can I see changes made between two dates? Solution



Problem: Issues with Export for Word
Error: "The Word Export is not correctly installed." (Windows) Solution
Error: "The Word Export is not correctly installed." (Mac) Solution
How do I use Export for Word? Solution
Other issues with Export for Word Solution



Problem: Administration help
There are companies missing when I login as an administrator Solution
I cannot add a new document to a project Solution
My upload fails when adding a new document to a project Solution
How do I create a new project? Solution
I cannot add a user to a project Solution
How do I make another user an administrator for a company? Solution
How do I create a new user account? Solution
How do I unlock a chapter that is locked by another user? Solution
How do I delete the latest version of a chapter? Solution

Labels: installation guide troubleshooting101 errors

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